We bought the gold option for an international trip to japan in December...before Covid was announced. The trip was supposed to go ahead in March and was in peak cherry blossom season. The company cancelled a few days before we were to embark. I rang Insure and go. and was told to check out the companies involved first and then they would make up the difference. I did that ... taking months to get answers. I rang again Insure and go... waiting an hour and a half to speak to someone. The woman gave me details and we sent in the necessary paper ...work...more hours to collect.then the waiting game for other companies. Then we got an email from insure and go saying if we didn't do anything our policy would be terminated. We heard from one company and got about one third of our money. We sent that information to Insure and Go then they requested more paper work and THEN an email arrived saying Insure and go would not pay anything. Iam retired and this was to be a lifelong dream of a trip for my husband and me. Now we have a little to travel with as the travel insurance was worth nothing but hours of collecting paper work and phone calls. Don't use this company!!! ... we are so disappointed and feel we wasted our money to buy a gold policy which was supposed to cover the trip.
Believe the negative reviews
Stay well away.
Like many, we had a to cancel a trip because of COVID. In April I commenced my claim, which was lodged in May. InsureandGo's strategy is to request evidence without any description of their specific requirements, then you enter into a lengthy email trail where you submit what they ask for, and a couple of weeks later someone lets you know it isn't enough, so you obtain the new version, repeat a few times, and finally, they find a legal but unethical reason not to pay out.
I have two objections:
1. A $1200 cancellation fee was n...
re; failed to honour claim
our claim for refund as a result of covid 19 was refused despite purchasing insurance product in Dec 2019 and clearly stating in the policy we would be covered for an epidemic. Grounds for refund were inappropriate (it was not listed Smart Traveller as the restriction came in on the day of travel). would not recommend at all
This organisation is a cheat
This organisation is a complete cheat I put in a legitimate claim and they kept beating around for months I will be reporting them to fair trading as they should not be allowed to operate as they have no principles I urge people not to buy their products because they are fake very poor management of issues I feel cheated by this company
When our overseas trip was cancelled I had nothing but prompt responses to my emails, the claim process was seamless and prompt and I was kept up to date during the processing of my claim. I have never had to make a travel claim before so I can't compare with other companies but this seemed excellent. Thank you
Excellent service claim for trip cancellation
We chose InsureandGo for our travel insurance in September 2019. It was one of the cheaper insurances, but we considered everything that it included and considered it was good value for money. Our trip was planned for May/June 2020, and by February 2020 we had all flights, tours. accommodation, etc fully paid for. By late March the Covid and subsequent travel situation meant we had to cancel our holiday and commence seeking whatever refunds we or our travel agent could obtain from the various bookings. This took many months. We had contacted In...sureandGo and they assured us that we would be covered. We lodged a claim with them once most of our refunds were in. As they had many claims to deal with they were very busy, but our claims officer Charming Custodio, always kept us in the loop as to where our claim was at. The company did not quibble any of the details, and the end result was that we received full reimbursement for the outstanding money. We will certainly use InsureandGo for any future travel, and would highly recommend it to anyone else.
Poor excuse for a company
Trip cancelled due to COVID and claim denied because they determined that credits for internal flights in the USA that we will not be able to use was a good enough excuse to deny the claim. They quote clauses that can be disputed but they use delay and hope that people will give. Think very hard before using the company that used COVID as an excuse to avoid having conversations.
I have used them only once, but will stick to anyone else from now on! Should have read all the negative reviews first, but my booking was pre Covid. Is that the excuse now?? I have been amazed at Insure and Go's dreadful reviews!
They are extremely busy, there is no quick response to emails, and numerous phone calls occurred trying to speak with "my Claim Assessor" who never took my call.
I do not want a credit - I want my money refunded. I have been unable to speak or communicate with prepaid pass I booked in the UK, and there have been no r...
- International Travel Insurance - Gold
- Verified customer
Please don't! They are crooks.
They agreed I was fully covered. They then sent multiple emails usually requesting the same information over and over, drawing the process out for seven months. They finally paid my claim of $4,000.0 with a cheque for $254.29.
The most dishonest insurance company in Australia.
I Have used them on several occasions but, never will again. Not only did they continually tell me they were only dealing with the next 2 weeks of claims, they do not reply to emails. I do not want a credit - I want my policy refunded. I am not concerned with your policies. My travel was cancelled month ago. The travel Agency' airlines and Accommodation were all helpful and prompt. You company and your smart butt customer service technicians are no better than thieves. Thank God, I am only out of pocket a small amount
Never use this company people. They are nasty.
I purchased the highest possible insurance to cover everything on my trip including extras.
If i could give these guys 0 stars i would. They were not helpful on the phone or via email when my trip got cancelled. I lost a fair amount of money due to a number of different reasons. I called them 5 times and they all said somone would call me back. They never did.
I then emailed through a formal process with all the proof they needed. They then stated they would not cover me due to a particular clause that was only partially related to my cancell...
Worked for me
Despite the current situation we had a good experience with Insure and Go and would use them again. Yes it took time to process the claim, understandable given the upheaval in the travel industry. I did receive updates as we went along. It took 5 months to process the claim. My contact was super polite at all times. I received a full payment of my claim.
I bought this policy on 20 January 2020 because I discovered that my existing travel insurance didn't cover Egypt. No thought about Covid. By late February the situation had changed. We cance...lled our cruise, rebooked airfares and cancelled shore excursions. I tried all my suppliers for a refund before lodging a claim. Outstanding was 75% of our cruise payment and a rebook fee with an airline. I lodged my claim with Insure and Go on 15 April 2020. In that claim I provided evidence of trying to retrieve the money myself. They took the claim on trying to obtain a future cruise credit for us. Despite deploying lawyers and debt collectors they were also unsuccessful. I was paid out the full amount of the claim.
Bad claim experience
Policy cost over $1200 for international travel because of health issues. we were happy with the policy but had to cancel trip because of covid. Only had 3 claims; one accommodation claim for $320 and 2 internal flights with Europe. Both these flights were no refundable and totaled about $800. One was with Lufthansa; where we could apply for flight credits; the other was with RYAN AIR where no flight credit was available (both flights were completed as scheduled). We didn't seek flight credits with Lufthansa because we would never use them;...instead we asked for a refund of fees and taxes (about $150). So our claim was about $950 on a $1200+ policy. I think i had to send about 20 emails with multiple requests for the same information; often asking for copies of bank statements verifying payments despite receipts. After hours of work on my part we have received the final payout of about $120 (excess was $200). They claim that airfares are not claimable because could have claimed for credits (which clearly we could never use; and in the case of RIANAIR we could not get). I will dispute their findings. BUT buyer beware - if you think your covered for flights you are in for a shock.
InsureandGo came good in the end
Since writing the review below, representatives from InsureandGo have been in contact with us, have communicated with us in a timely fashion and have made an offer that we are happy with and have accepted. The customer service has been excellent and the funds have been received promptly. Based on this most recent experience we have changed our rating from one to three stars for our overall experience, the two parts of which could not have been more different. We have been completely honest throughout our dealings with InsureandGo, and we believ...e this has contributed to the outcome. We have used InsureandGo for many years and have never had to claim. This year we had to make a claim as we have not been able to travel due to COVID. Our insurance policy was taken out before COVID became an exclusion. InsureandGo declined our claim on the basis that an airline overseas, in a country we cannot travel to due to Australian Govt. restrictions, gave us the option to change our flight dates. We disputed the finding, and received an email saying the matter would be reviewed within 15 days. That was now about 6 weeks ago and we have heard nothing. We made a complaint to the customer services department and received an email saying they were busy. We phoned the customer service department and they promised we would get an email within 24 hours. That was a week ago and we have heard nothing. Based on this experience, when we needed this insurance company to honour our policy and they have let us down, and the absolutely appalling customer service, we will never use them again. We are only grateful we didn't need them whilst overseas and in an emergency situation.
A reasonable price is not worth it when you don't get reasonable claims assessment
"Go There" no "DON'T GO THERE" Don't waste your money insuring with InsureandGo, They will gladly take your money but won't pay any legitimate claims. You can only judge an insurance company on their attitude to paying legitimate claims, this company scores 0 out of 10.
pro rata credit a joke
Our policy cost $137.90 and due to COVID we were offered a pro rata credit as it was not our fault we could not travel. The credit is $59.00. Under half what we paid for the policy. Never again will we be insulted like this. Will inform Fiftyup club of this robbery.
Avoid - unresponsive and rejection
Insured for trip international trip and ski package. Insure and GO sent confirmation that insurance was valid as placed prior to COVID lockdown. We travelled overseas and due to covid issues the ski slopes closed in Canada, despite paying extra for a ski package insurance no refund was given.
We had to cancel the balance of our trip and recovered a significant amount of funds, however some item could not be recovered, no refund provided.
After refusing to pay the claim, I requested a review as the basis for refusal was incorrect including such...
Lodge a claim through AFCA
Had Insurandgo knock back our covid related claim for cancellation on several occasions. Our policy was purchased late last year so specifically included cancellation in the event of pandemic. We filed a complaint online with AFCA after their final knockback. AFCA's decision is final. In our case the cards fell our way and we received our payout. Just keep persisting and ignore the responses from any representative of the company. Good luck.
A complete rip-off .. Lets get them before a parliamentary enquiry.
Total waste of $1200 + for insurance. Totally dishonourable behaviour. Take your money but do not deliver anything. Lets hope they either go out of business as a result or have to face an enquiry in the future to justify their ruthless claim methods.
I bought domestic Travel insurance with InsureandGo in October 2019 for our trip overseas. In Apr 2020, due to COVID 19, we had to cancel the trip, all my bookings with some airlines, some hotels gave us a refund, but InsurerandGo refused to give us any refund or follow up information. After some emails & phone calls which they haven't reported in their system, I still havent been paid or spoken to.
I will never use them again!
Questions & Answers
Hi, we recently settled a clam And received an amount from insure and go and we received a voucher from a resort with 12 month expiry being March 2021. If at that time we are still unable to leave Australia can we claim that voucher on the insurance? Given it can’t be used? Thanks.
Anna J.InsureandGo Australia
Hi Paula, thanks for you patience with this question. If it turns out that your loss does become irrecoverable as the credit note cannot be used, then you are welcome to reopen your claim. Please bear in mind that all of the normal requirements will remain. So for example, you will need to reach out the provider and see if they can extend or refund the credit note first. I hope this helps. Thanks, Anna
We purchased gold cover last year for a trip to Bali in July. We can claim the difference between the Airline refund and After excess reductions I s about $100. If we don’t make a claim do we have any option of a partial voucher for the cost of the travel insurance?
Anna J.InsureandGo Australia
Hi Paula, I have sent you some further information on an option that you may be eligible for if you choose not to claim, and instead decide to cancel your policy. If you choose to claim, it sounds like you are eligible to claim (although only the claims team are qualified to give a decision on your claim after considering all details of your claim), but please remember that your standard excess will charge, unless, when you purchased, you chose to reduce your excess to $0. Thanks, Anna
Was just wondering as we have an annual multi trip policy taken on 27 Dec 2019 what credit you are giving if no claims are made .
Anna J.InsureandGo Australia
Hi Wendy, good question. I'll follow up with you via private message to explain an option that may be applicable for you. Thanks, Anna
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