InsureandGo Australia International Travel Insurance - Gold

Went to Thailand. Declared a pre existing condition being atrial flutter which was accepted. Unfortunately, on arrival in Koh Samui I had a flare up and had to go to hospital via ambulance. When assessing my claim, the company stated I had not… Read more

declared heart failure (which it was not - its just one of my prescriptions is also for that in other people). I DO NOT HAVE HEART FAILURE! Then they said I did not declare a pacemaker (I tried to declare this but you could not on their site as it is a part of the original condition declared) I was not appreciative of basically being told I was a liar. They then said they wanted a release of my medical records in Australia which I had to do by phone typing in the hospital bed. While all this was going on the hospital would not treat me without me paying $5000 as the insurance would not clear me at this point. I had no alternative but to pay. Shortly after and many calls from Thailand to them in Australia they agreed to cover my declared condition. They did not even ask for my medical records to be released. Meanwhile the hospital said the $5000 paid would take about 20 days for a refund. I then had a further follow up appointment in Samui and then in Bangkok later. On both occasions I could not leave the hospital until the company approved the expense even though they had stated they had given pre approval. I waited over 2 hours on each occasion and in Bangkok had my driver waiting with me at a further cost. After many emails I asked that my treatment be considered a complaint. Nothing happened even after they said I would be contacted within 2 days. They went to close my file and I asked about my complaint and their response was - sorry we will get them now to contact you. I gave up at that point just glad that I was home and vowing to never use them again for travel insurance.

InsureandGHOST – What can I say, except for Insureandgost is not a company you can rely on. At this point, it's not even about what they covered, it's about the fact they just simply ignore correspondence and choose not to reply. I went to the hospital with a… Read more

problem and being valid it was approved on 17 April. I was asked to supply my bank details and on 18 April I did, to their staff member BK In the same email, I provided bank details i mentioned I had medical concerns and did not know what I should do or what I was covered for and that I would appreciate some help, some direction. At this point, I had back pain for 5 or 6 weeks and I wasn't having the holiday I intended as I was restricted physically, I was spending a lot of time on my back on my bed. I didn't know how to approach further medical pathways or whether returning to Australia till I was better was possible or feasible, I didn't know much about the procedures and technicalities of it all. So I mentioned this in the same email with my bank account details. I got no response at all and on 26 April I emailed again asking if they received my bank details and questions about my other medical concerns. On 29 April I got a response from BK saying yes they received my bank details, but they did not mention the part of my email where i asked for their help. I heard nothing. On May 8th I put in a complaint via the website Complaints form, and have heard nothing, Really, it's pretty disgraceful.i have 9 days left and out of about the last 8 weeks i have spent about 6 weeks of them in my room lying down. The hospital offered to look at my problems further but obviously, I need communication from Insureandghost to move forward there as the cost could go over their automatic submission level.

How could i recommend this company to anyone? The nicest most helpful person i dealt with in the company was the sales lady i spoke to when i ordered the insurance before my journey commenced. No one is accountable in this company, beware.

I was getting completely overwhelmed by who to choose for travel insurance, but when i saw the reviews and feedback for insure and go, as well as my parents decision to also go with them it made it so easy to make my final choice. Their value for money including great coverage and history of easy claiming made it the only choice really Show details

This was our 8th family trip overseas. Policy was reasonably priced. Tried calling the toll free number from overseas regarding hospital costs (reimbursement) multiple times and call would not connect. Emailed several times regarding same query and no response even after a week. Finally got a response and was told to call toll free number again… Read more

which didn’t work. Claim process was an absolute nightmare. Took around 3 months to resolve and different customer service reps provided different advice. Initially our claim was refused in its entirety. Some appeared to lack basic training in the claims process. One of our bags was lost while transiting. Bag had items from 3 different family members. Claim required we needed to pay 6 excesses for the one bag. One excess paid x 3 times due to items from 3 different people and a different excess x 3 again. From memory needed to pay about $800 in excesses. Claims portal was extremely clunky as it wouldn’t save our progress or allow us to submit. Our claim was finally accepted after dozens of calls and emails. Needed another holiday to reset from the extremely lengthy and frustrating claims experience. First and last time will use Insure & Go. I hope others have a more positive experience when claiming.

As always these kinds of insurance are "easy to buy", but as I'm 52 and have had some medical issues there were extra costs to get the right cover. The Mrs has also had sugeries that needed recording. Due to this, the cover wasn't cheap, but as… Read more

we were going through 5 countries we thought it best we had it covered. We're pretty careful so avoided places in Italy where pickpockets are rife (like the metros), and had a great trip with no need to claim. I know claims are always the hard part and that I cannot comment on that process, hence "full five stars", the main reason for this is I felt we had the cover we needed and when we got back they sent us an email in case we needed to raise a claim. I appreciated that email, and felt like they weren't just playing "we've got your money, now get lost" like many insurers. Now we've used them, I'd use them again, they were a little expensive but I guess they have to cover risks with people with pre-existing medical conditions and at least I felt having told them and having these accepted was peace of mind.

FINALLY FINAL EDIT ... 1 Nov 2026: Full amount paid on 31 Oct, so up to 4 stars now. Why not 5? Because this process was excruciating in that emails from me to the nominated Insure&Go contact addresses were either not answered, or they were answered such that the question(s) I was asking were not addressed at all. Plus I was clearly informed… Read more ·  5

on 8 Oct that the payment would be made in 5-10 business days and it wasn't, with the result that I had to draw some additional pension to pay the Mastercard bill of just over $AUD10,000 otherwise I would have been hit with their interest charges. If they had simply said something like "we do our payment runs at the end of each month" I could have planned around that. I am of course grateful (immensely) that the costs were eventually covered. BUT ... I feel that Insure&Go is running a risk of turning into another Cbus, based on their anything-but-transparent offshoring and/or AI-ifying of all customer service. I don't blame the individual workers, they can only do what they have been told to do with the tools they have been given. Will I insure with Insure&Go again? Yes, because they eventually came good. But in a case like mine, where I had thought I was actually going to die, the additional stress of the claims process was not what was needed. ORIGINAL INTERIM REVIEW 6 DAYS AFTER LODGING CLAIM (on 27 September): This is an interim rating for my Annual Multi-trip Gold policy. I'll update it again when something more (or anything really) happens at their end. I had a major incident during our last night on-board ship in the Mediterranean, I was immediately transferred to their on-board ICU for a night with suspected heart attack. The care provided by the ship's medical team was exceptional, albeit very, very expensive (that's another story which I will relate elsewhere). I called I & G from the ship the next day - disembarkation day. The ICU treatment/monitoring, several ECG's, bloods, intravenous drip, being hooked up to the machine that goes ping etc etc went from about 8pm that night to 3am that next day - disembarkation day - so in my sleep-deprived state I wasn't really in a condition to think about or call anyone about anything until later that morning - disembarkation day - and I & G (a nice man in India?) advised me to lodge a claim online. So once I'd returned to Australia, I attempted do exactly that (on 27 September), except their oneline system refused to acknowledge my policy number. So another phone call to another nice man (in India?) who sent me a link to the editable pdf they needed filled out, plus a statement of all the other documentation needed. I duly did all this, sent it off (all 40 pages of it including the detailed medical reports etc. requested) and still 3 days later no acknowledgement that they had received it. So another phone call with a nice lady (from India?) who said they would get on to it asap, but yes, they had received the claim. Meantime I have to cover a $AUD10,000 medical bill from the ship (as with most ships, they automatically debit your credit card with every possible expense they deem you have incurred during the voyage). I had also, within two days of returning to Australia, visited my GP who said he would have expected that I would have been asked to obtain a "no prior conditions" statement/certification from him. That hadn't been asked for by I & G, even though I emailed them and asked them to let me know what they need in this regard. As I said, I'll update this review when something more happens their end. UPDATE (8 October): They've emailed me to say the claim will be paid in full, less the $200 excess. It's been a bit tortuous to get here but as soon as the money hits my account my rating will go to 4 from 3. BACK DOWN TO 2 STARS: Their email confirming that payment would happen said they needed 5-10 business days (why, I have no idea). It's now the end of the 10th business day (22 October). Nothing in my account. So I sent a very polite email querying when it was going to happen, given I need to pay my Mastercard bill by the end of the month (October). I got an automated reply saying, inter alia, that "A member of our team will be assigned to assess your claim and they will contact you as soon as possible." But I'm not making another claim, I'm just following up on the existing one, for which their assessment has already occurred. It's now nearly 4 weeks since I submitted the claim. UPDATE 28 October. I have now (yesterday) sent another email asking for urgent follow up, with absolutely no response received to that email. If I treated my own customers this way then I wouldn't have any.

I have always used Insure&Go. The service is fair. I had a claim for the theft of a phone a few years ago in Paris. The service was excellent so I always buy a policy with insure&Go when I travel. Show details ·  1

The consultant was very clear, listened to my needs and askwd all the required questions. Very easy to understand free of insurance jargon. Would thoroughly recommend. Show details ·  1

Sign up was relatively simple, including access to PDF’s for terms and conditions for the policy. Pricing was competitive versus other quotes we had also sought. Pre existing conditions were easy to follow the questions. We don’t start our trips until later this year so nothing more to add yet. Show details ·  1

Hidden Clause Traps Beware & Disabled Travelers! Insure Go Denied My Baggage Claim Bought Insure&Go OneTrip Gold travel insurance for my family holiday to India (policy 3101834066), but had to check all my camera gear as a photographer with a… Read more

disability – I physically cannot carry heavy items in hand luggage safely.​

Claim denied under Section E1: "Valuables must be in hand luggage" exclusion a sneaky fine-print gotcha not warned about when buying!

InsureandGo baggage claim denied, travel insurance valuables exclusion, this policy leaves you exposed. Avoid Insure&Go unless you want zero coverage when gear gets damaged.

Should be 0 stars. Really awful service. They refused to cover a flight cancellation because we were informed by the airline prior to travelling to the airport. Apparently its in the small print??? Show details

Airline lost our luggage the day before our cruise in October. The luggage was sent to Florence airport who contacted us to pick it up on the day we were at the port of La Spezia. Took a four hour round trip to collect the luggage ( containing my partners insulin, and missing the port tour altogether ) to be back before the ship sailed. Insure and… Read more

Go refused to pay the taxi expenses as it wasn’t a delayed journey even though it was an ‘unexpected travel expense’. Cheaper than seeing the cruise ship doctor and having them dispense the insulin which, ironically would have been covered by the policy at much greater expense to the insurance company. Long delays in comms for the original claim which I had to follow up. Wouldn’t recommend this insurance company

Purchased travel insurance for upcoming trip, have previously used Insure and Go on the advice of friends. Like all insurance is something we hope we never have to use, but need for peace of mind. process of purchase was seamless Show details ·  1

We chose InsureandGo for a trip we planned to Italy earlier this year. Unfortunately, due to an illness in the family we had to cancel out trip. While we could get a refund on most of our bookings, there were a couple of flights and 2 lots of accommodation that we couldn't. After submitting the booking info and medical certificate, we got a full… Read more ·  1

refund (minus the excess). Very happy with our experience and have taken out another policy with InsureandGo for our rebooked trip.

Easy & Efficient. This is the second trip I'm using Insure & Go. Previous trip required medical assistance. Once all receipts & certificates were provided. Insure & Go were prompt and reimbursed all out-of-pocket expenses quickly & efficiently. Show details ·  1

This is the 2nd time I have insured with you. The set up was very easy. My wife is Type 1 Diabetic and as when I took out insurance last year on our European trip, you were willing to give us full insurance as required without massive hoops to jump through. I have not, and hope never to have to, had the need to claim anything on the previous policy but it looks as if the claim process would be quite simple. Thanks again for your service. Show details ·  1

We always go with insure and go as you have pet cover which I think is a great idea . In the past I have shopped around but I couldn’t find pet cover so I just always book with insure and go . Easy to apply for . Easy to read . What more could I ask for ? Coverage is excellent thanks insure and go . Show details

Great additional cover over the competition, when I called the helpline they were very knowledgeable and had the answers that I needed. The website is easy to use and is not cluttered with too much information. Also has an Australian contact centre. Show details

As someone in the insurance industry I always start by reading the policy wording. While premium has a small impact I need to know my family is covered properly should the wort happen. So not only the cover itself was great so is the price. The quoting system was easy to navigate, declaring medical conditions was simple . Would recommend to any traveller Show details

Simple, cost efficient, user friendly website makes purchasing a comprehensive travel insurance plan easy. The coverage of the insurance greatly exceeds that of any credit card included policy. I am so relieved to finally have a travel insurance plan that covers all my travel requirements. Show details ·  1

Very clear information and easy to select the best option that suited us, and well priced also Easy to understand and use the online system We’ve used them in the past, and will continue using them for our future holidays Show details

Selecting and purchasing my cruise insurance with InsureandGo is easy, with clear information throughout. I particularly like the Gold Cruise coverage, which included coverage that matters to me like unlimited medical and Covid cancellation, missing cruise departure, travel delay expenses, missing belonging & luggage, hospital cash allowance and… Read more

emergency expenses. It is priced competitively compared to other major travel insurers. Furthermore, it provided you with an international emergency number and claiming (which I did once) was relatively easy with prompt reimbursement. This is the 5th time I insured my cruise with InsureandGo.

I have been using Insure and go for years, I have never had a bad experience with them. They are professional and I never have to second guess choosing them for all my International travel. If you have to make a Claim they are straightforward and easy to deal with. And you can talk to real people for all your travel insurance needs. Highly recommended Insure and go Show details

The premiums were a tad more than I expected but the coverage of claimable items were extensive. I spoke to a human and he answered all my concerns and queries. The entire process was seamless. Proof of the pudding will be should I have to make a claim that is the essence of a good travel insurance company. Here's hoping!!! Show details