Con artist dont trust this company
It took over 6 months to lodge a claim i was entitled to it but at the very end was told they couldn't refund and i had top cover too
Purchased policy in December 2019 for travel September 2020. As overseas travel is banned have requested a refund of premium, ie cancellation of policy outside of 14 day cooling off period. No refund but a pro rata credit which to receive you have to agree not to make any future claim on them. The rationale is that they had us covered from policy inception to cancellation. Have bought travel insurance from them in the past, never made a claim and tbh am thinking they just want the premium and after that could not care less.
Dont waste your money!!!!
Joke of a company. Took out the policy before Covid hit. While overseas our return flights got cancelled. We couldn't return for an extra 3 weeks later, all at our own expense. Even though our policy is covered for cancellation, loss of income etc they say we're not covered! Said we were in Indonesia, which we werent, dont even read the claims properly! Also because our new return flights were outside the policy dates thats no good either.....did you think we would purchase another policy while stuck overseas when getting no clear answers from you cowboys?!! Will be going to AFCA as were out quite a bit of money.
AVOID AVOID AVOID
We planned a 5 week trip from Australia to Greece. We weren't happy with the price of the insurance product the travel agent was offering us so did a shop around and Insure & Go was definitely better value for almost identical coverage. We took out the cover in September as soon as we had paid for everything. When Covid-19 hit and the Government wouldn't let us leave Australia we cancelled the holiday and our agent managed to get a large chunk of our money back in refunds. We sent off the claim for the balance and within a month we got the ...full amount refunded. We spent just under $20,000 on this holiday and all we lost was the $200 excess. We are extremely satisfied and when this pandemic is over we will be using Insure & Go for our next trip.
- International Travel Insurance - Gold (Single Trip)
- Verified customer
It's all about the money
Due to Covid we had to cancel our trip to Ireland/Scotland and so far have received a refund from tour company minus $1400 which was our claim. Because we cancelled we had our claim rejected. If we had taken a credit to take the trip at a later date things might have been different however why would I leave $10K tied up for years with a possible outcome of never taking the trip or seeing the money again. This was our 4th policy with this company but it is the last.
Dont expect claims to be paid rationally
I claimed a missing part of a refund from Singapore Airlines refund. they refused the claim and totally messed up the facts. nevertheless, the denied the claim. Ive had to submit a complaint to the Ombudsman and if necessary will take this to QCAT
It's not worth the paper it's printed on.
Purchased in Sept 2019 (for travel June 2020) after research showed it had won a Choice award and looked good. For what, I don't know. Yes the purchasing was easy and it appeared to be good value but that's where it ended. Fast forward six months...we all know what happened....so we lodged a claim for airfare reimbursement because the airline wouldn't refund. We provided them with the extensive documentation they required upon submitting the claim, heard nothing for three weeks and then they asked for all the documentation again (even thou...gh we could see it on the portal). This went on and on for three months so escalated it via complaints. We were eventually knocked back because we didn't do enough to minimise our own loss (ie we bought non refundable airline tickets). They could have told us that within days of the initial claim, however they strung us along for 3 months. I am beyond disappointed and I have sat on this review for a while so as not to be insulting. I honestly don't think there is any way of making a successful claim with this company. Please, don't use them - it's not even worth fighting for a policy transfer or refund because you wont be covered anyway.
Policy is not worth the paper it is written on
Not paying for cancelled flights. Won’t let us cancel the useless policy. Took our money with no intentions of paying for ANY event. They have every angle covered with “NO”.
Never use this company
Bought policy on 1st of February, gold cruise $1000 dollars.
Now told no refund.. why would you ever use this company I the future? They say their website I’d down.....
Should rename this company Insure and Lose
I strongly recommend not to use Insure and Go for your future Travel insurance. We paid almost $300 in premiums to Insure and Go for their gold cruise cover last year, well before the covid pandemic hit and then our cruise was cancelled by the cruise line is May. We managed to recover all our costs ourselves without Insure and Go lifting a finger or paying out 1 cent. We then requested a refund from them on our $300 premium only to be told all we can get is a credit for future travel. I have since lost my job due to the pandemic and any future ...travel is unlikely for the foreseeable future. If this insurer had any ethics they would refund our premium, and I’m sure they are likely violating Australian consumer law. Their competitors such as Covermore have refunded other passengers their premium. Bottom line is avoid Insure and Go at all costs as they don’t care about you but only about their profits.
Warning Warning Don't Insure With This Company!!!! Absolutely Dreadful.
This policy was not good value as you end up spending money to not be insured for anything. The insurance policy protects the insurance company only in an event of a claim. It took forever to hear from them. I have used this insurance company before but I have had never had to claim from them until now, and I won't be using them again. There needs to be an enquiry as to why travel insurance companies can get away with this farce. The question is what are we insured for certainly not what is listed on the policy as you have in red what we are not covered for which basically cancels out the policy.
Refund after contacting AFCA
I gave Insure and Go a terrible review in April after getting a very poor response from them on travel insurance that we did not use due to COVID.
Contacted AFCA and stated my problem and they followed through with the complaint.
On July 27 was notified that they would refund us $881.29 after paying $1191.61 for the premium and accepted this.
Have received the money today-a much better outcome than receiving nothing at all, thanks to the help at AFCA.
Misleading excess charge
This is the first time I have used this company for travel insurance. I took out their most comprehensive policy for our Hawaii holiday planned for June 2020. Obviously COVID put an end to our plans and we managed to get credits for our flights, entertainment and all but one night accommodation booked. Thought rather than claim for this accommodation, I would request a credit for our future trip, however the value of the credit would have amounted to just over a third of what I paid, so I elected to claim for the hotel accommodation, just unde...r $500, thinking the excess was $100 as per documentation. Only to find out, after going through the entire process and having the claim approved that the excess was more than the charge. In the fine print it says $100 per person listed on the policy. Waste of my time.
They’ve hidden behind the Co-Vid crises to deny payments
Nowhere in the documentation when I took out my policy was there any mention of co-vid and when I contacted them they said I would not be eligible for recovery of my fares and hotels.
- International Travel Insurance
- Verified customer
Bad communications, claims worse.
My policy covered me for cancellation due to a pandemic but Insureandgo refused my claim even though my trip was cancelled due to government travel restrictions, giving the reason that I "cut my trip short". Following intervention by the Ombudsman, Insureandgo suddenly had a change of mind and paid my claim. Communication was terrible, at no time was I permitted to talk to my Claims Officer, and whenever I requested a call back it never eventuated. Emails went unanswered. They might be good for price, but beware for claims!
- International Travel Insurance - Gold
- Verified customer
Feeling gutted and ripped off
We had booked to travel to New Zealand leaving March 17 and were fully packed to travel. However the night before NZ placed a restriction on international travellers that they would have to be in quarantine for two weeks before they could proceed which for us was a waste of time since we were on holiday for 17 days... just enough time to get out of quarantine and fly to Auckland to catch the plane back home!! As one of the conditions were that they would allow the claim provided it was government restrictions following an epidemic that caused ...us not to travel. We decided to lodge a claim as this is exactly what happened to us. We contacted this company regarding our situation and were informed that we would be covered as we took out our insurance in October 2019, well before the arrival of Covid-19. Our claim was to cover what losses we sustained after we managed to recover some money for various tours, and accommodation. Many of the travel companies refunded our money in full even through they had stated that the fares/ accommodation were not refundable. Our terrible experience started when we lodged our claim. After two weeks they contacted us by email asking for further documentation. When we supplied all they asked, there was another two week delay before they asked us for more documentation, which we again supplied. These requests for further documentation continued for over 8 weeks then after chasing them up on the phone they said they had submitted it to their claims. After another couple of weeks they advised us that they had rejected the claim because we had decided not to commence our travel in view of the NZ government's restriction on overseas travellers, which strangely enough was one of the reasons why they would payout a claim!. It seems like this company looks for any 'reason' not to payout a claim. We will never deal with this company again and not recommend them. We had been insuring with them for many of our trips and as long as we didn't claim they appeared good based on the online insuring procedures and cost. However, if you have to make a claim then be prepared to endure a very frustrating experience. We are both gutted and disappointed when they turned their back on us during this terrible time of Covid-19. We are now referring the matter to the Australian Financial Complaints Authority for assistance as to the time of writing this review, we have not heard from their complaints department either regarding our request to review the decision of their company.
bunch of shonks
Took out insurance November 2019 for an extended overseas trip. Was advised whilst in Hanoi ten days into my six week tour on 16th March travel company was not able to provide remainder of my planned tour. Had to cut my trip short and arrange a new flight home. When I applied for reimbursement they advised I needed written confirmation from various sources which I attempted to retrieve with limited success. Various emails ensued without any real concern for my claim. 12th August I received a phone call during dinner advising my claim was unsucc...essful but they were eager to insure me for any subsequent trips! No written advice of their decision though - guess waiting for the legal ramifications. In short they strung me along for months with unreasonable demands for paperwork when my impression all along was they would refuse to pay. This proved correct which I can now see from other reviews is their standard practice. I can only be grateful I did not need emergency coverage because I'm sure they'd crawl away from that as well. Don't use this company, highly unsatisfactory service and outcomes.
Thank you InsureandGo
After inquiring on Product Review about obtaining a credit for my travel insurance to Canada which was no longer necessary due to the trip being cancelled I received a reply from Anna with a link to claim a credit. I am happy to say that InsureandGo have approved the credit so thank you Anna much appreciated!
After my claim being rejected several times ,l lodged with the AFCA
Within a 3week period my claim was payed in full.
Not sure why insureandgo make their clients have to go to these extremes
Thank goodness for afca
We booked flights to Singapore for March and took out insurance in December. Our flight was cancelled by the airline. After a very lengthy period of stuffing around and providing insure and go with the same documents multiple times they declined our claim. This took around 3 months. They bases this on malaysia airlines offering us full credit to be used by June next year (super helpful). We escalated to afca. Last week (about 6 weeks after escalating) we got a call from insure and go. They offered us $2500. I said no. we then received an ...email from afca saying they were onto it. The next day afca offered us the full amount minus the excess. It was completely unnecessary for insure and go to take so long and obviously their initial decision was unfair as afca made them pay. I will never use this company 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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