InsureandGo Australia International Travel Insurance Questions & Answers

I would carefully read their PDS. For all insurers you need to disclose any existing or pre-exsisting medical conditions. Based on what is disclosed they may choose to not cover that condition or adjust the premium to cover it. One thing for sure. Not disclosing it leaves you wide open to having a claim denied for that condition if you need to make a claim. Again the PDS explains yours and the insurers respndsibilities. Regards

Hi Raylene, Thank you for your question. Regarding pre-existing medical conditions, as per the 'General Definitions' in our Product Disclosure Statement, A pre-existing medical condition is "any diagnosed medical condition which, in the last 5 years, you or any insured person has suffered from or has received any form of medical advice, treatment or medication for".

To determine whether your condition will be covered, you will need to complete the Medical Assessment during the purchase process online or one of our customer service representatives can assist you over the phone.

Please feel free to reach out if you have any other questions.

Kind regards, Robert

Hi Nonna-Belle, Thank you for your question. As per our Product Disclosure Statement, we provide a Travel Delay benefit which pays you up to $50 per completed 12 hours up to $1000 on our Silver policy, and up to $150 per completed 12 hours up to $3000 on our Gold policy. Please note that your scheduled connecting flight would require a scheduled stopover of at least 6 hours to be eligible for the Travel Delay benefit. We do not cover the cost of the missed flight or any other expenses you may incur by missing your connecting flight due to a delay.

To find out more about your policy and coverage, please go through the PDS available at - external link 

Regards, Robert

They wouldn’t “actually” pay out so don’t bother

Even if the airline canceled, goes bankrupt or decides to not refund, InsureandGo will still not reimburse you regardless of what their website says!

‼️ ‼️ EXTREMELY URGENT - DO NOT buy anything from this insurance company. ‼️ ‼️ We’ve been on the highest level (Gold) and have been stranded due to flight cancellations since 24/11/23 in South Africa with no money as all our savings went into the rebooking of accommodation, flights and car hires even though these were all paid upfront. Contacted InsureandGo from day one with the airline cancellation notice letter and up until now are still struggling to get any help/assistance from them. They now want paperwork from the relevant companies stating that no refunds / credits have been offered even though we are not in those regions anymore. With limited access to wifi and no money available I WILL take it further by reporting them to the ombudsman and all the news channels when we are back in Australia due to false advertising. On one of the first emails they even stated that “ Additionally, we are focused on supporting customers. If you are going through financial difficulty or other difficult circumstances, please contact us by phone on 02 9333 3999 so we can discuss options to support you better” which we are still waiting on. Our six week holiday have now turned into a nightmare with four weeks of struggling, stress and major anxiety with NO SUPPORT from InsureandGo!

Hi there, I am sorry to hear about your experience. Could you please send us a private message with your policy number and we will look into this. Regards, Thomas

610296815274

Thank you so much. It’s for a travel insurance claim.

Hi Narelle,

To reach our Emergencies & Claims team, call us on +612 9333 3999

Kind regards, Robert

If I, a 64 year old female why do i get pregnancy included?

Hi Nessie, Thank you for your question. You can find out more about what is included in our Covid-19 coverage here - external link  Regards, Thomas

No idea. Better to ask the insurers directly.

Hi Ness, Thank you for your question. We can work with the hospital directly, you just need to contact us on our 24/7 emergency assistance line to start the process. The number is +612 9333 3999 (reverse charge). Please let me know if I can help with anything else. Regards, Thomas

Hi Kye, Thank you for your question. We suggest selecting a travel plan for your travel destination. To know more about the countries included in each region, please refer to page 3 of our Product Disclosure Statement available here - external link  Please let me know if I can help with anything else. Regards, Thomas

Hi Robert, Yes. Under our InsureandGo One Trip policies, we cover you for any unforeseen and accidentally accident/injury you may sustain whilst motorcycling. Please note that conditions do apply to this cover. Please refer to this page for more information about the conditions - external link 

Please also refer to our Product Disclosure Statement to know more about what is covered - external link 

Please let me know if I can help with anything else.

Regards, Thomas

Hello Paula, thank you for your question. Please email info@insureandgo.com.au and the team will be able to detail your options.

Kind regards, Ava

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

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

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

I was asked to give a review so I did on the bad services I have been given so far. If you don't want people to give a review don't ask!

Hi Peter, I think there has been some confusion here. If you want to cancel your policy and get a full refund of the premium you paid, this will not be possible outside of the 14 day cooling off period. As a gesture of goodwill, we have recently began to offer partial credits on policies. Please let me know if you want more information on this. However, if you want to make a claim on your policy for costs associated with cancelling your trip before departure, (which, from your comments, it doesn't sound like you want to) it sounds like you are eligible, presuming the policy you purchased features this type of cover. Does this clarify things? Thanks, Anna

Hello Anna J. This is a contract for the cover of medical expenses that might occur between 06/06/2020 and 18/06/2020 (dates are still in the future). How are you able to enforce the contract when certain circumstances beyond their control arise, making performance inadvisable, commercially impracticable, illegal, or impossible. (Would not force majeure conditions apply? The 14 day cooling off period would not apply in this case as an unforeseen subsequent event outside the control of the parties has made the contract impossible to perform, or has transformed performance of the obligations under the contract into something so radically different from that which the parties intended that it would be unfair to hold the parties to their obligations. This was a one off contract for that period only and was not covered by any travel insurance. There are still 12 days to go before the policy would even come into effect so your 14 day cooling off period regarding when the payment was made is irrelevent to this contract. Again as I cannot travel because of government restrictions after an epidemic then I should be able to get my full payment back.

Hi Peter, I understand your position, but unfortunately, we cannot offer full refunds on policies, I'm sorry. From the moment your policy was purchased, it provided cover, and therefore was being used up before the travel dates on your policy. An example of this is the cancellation before departure cover, whereby if you had needed to cancel your trip due to unforeseen injury or illness, you would have been eligible to claim the costs associated with cancellation. This is part of the reason we are unable to provide refunds or 100% credits. If you would be at all open to it, I would like to follow up via private message with some more information about our credits system. Thanks, Anna

Hi Anna, The policy does not come into operation until 6 June so how could it provide cover from the date the policy was purchased. The policy was solely for medical cover during the period of 6 June 2020 to 18 June 2020 so it cannot be used up before the travel dates on your policy. I am happy for you to follow up with me via private message however I will also likely be contacting the Insurance Ombudsman as under this scenario you are taking my money but you will not have to provide any cover whatsoever.

Hi Peter, I understand your position and consideration to take this further - I have just followed up with you via private message. Thanks, Anna

How does the private message system work?

Hi Peter, if you log in to Product Review you will be able to access your private message system. Thanks, Anna

Hi Keith, It's more of, if you did travel and caught the virus that you are not covered. But our dispute is that it doesn't matter when you purchased the policy you haven't traveled yet, We all should be getting a refund. I have read that other travel insurance companies are refunding. As it is not our fault that all travel has been shut down. InsureandGo stand to make thousands of dollars if they do not give everyone back there money. I have put in a formal complaint to the ombudsman now, not just for me but for everyone. I hope you and others can do the same, the more complaints the better chance on getting a refund.

Hi Tony. Thanks for that. We all need to complain to the ombudsman. I have. Pauline

If it's good enough for companies like Woolworths Insurance to refund the policies then it should be the same for all major companies. I'm seeking clarification from them on my 2 policies purchased for travel this year then I will too go the the ombudsman. In a spirit of goodwill from them I'd even be happy with credit for my future travel.

Hi Keith, thanks for getting in touch. Unfortunately, I can confirm that policies purchased after 4:00pm on 31st January do not cover claims related to coronavirus, this was communicated in the below travel alert and on the orange bar at the top of the website: external link  which went live at 4:07pm on 31st January. In addition, on the date you purchased, the top orange bar contained a warning stating that policies would not offer cover for COVID-19.

Thanks, Anna

Anna just doesn't seem to get it! It is over 2 weeks since I submitted my complaint to Insure and Go. I guess they are ignoring all the complaints, hoping we will go away. Guess what? We aren't, and the waves of injustice are growing. You must report to AFCA.

We took out insurance with them in October and we’re still not getting anywhere. Will be pressing this further if we don’t get a satisfactory outcome very soon.

Just had a live chat with AFCA and they believe I / we have a legitimate beef so have just put in a formal complaint with external link . You can also include any documentation or correspondence you have as well

thanks will follow up with AFCA.

Hi Mark, I understand you are upset, and would recommend you go through the formal channel for complaints, which is to email your policy number to complaints@insureandgo.com.au. Thanks, Anna

They WONT give us our money back or even a credit....Airlines and accommodation has. Tell anyone who listens NEVER use this company

grannyma , Ring 1300136374 and ask to speak to Nathan . He will tell you .

Hi Grannyma, thanks for reaching out. It's impossible for me to tell without knowing all the details of your claim, but based on your purchase date, you are eligible to claim assuming your level of cover was Silver or Gold.

Please see the below link which includes a list of the documents you will need to submit along with your claim, and the contact details you will need to submit your claim by email or post. external link 

I hope this helps. If you need anything else, just reach out.

Thanks, Anna