- Domestic Travel Insurance - Gold
- Verified customer
I had taken out insurance on the 25th January 2020, for a 3 day cruise up the Queensland coast and due to the Corona Virus and government travel restrictions it has been cancelled. I approached the company for a refund due to the cancellation not occurring until March, by P&O, and have been told that I only had 14 days to cancel from the date of purchase. Therefore they are keeping my money and not even offering a credit! I advised Insureandgo that I had fully intended going on the cruise and therefore could not cancel the policy until P&O cancelled the cruise. They do not care and have told me they will not refund my premium. Do not take out insurance with this company! They are thieves!!!
- International Travel Insurance - Gold (Annual Multi-Trip)
- Verified customer
No Follow Up
I took a Multi trip Gold Annual Policy out in Sept 2020. I had Multile trips planned and have opted for a credit on airfares for most of them but for a Janaese trip which was to leave 24 March 2020 and consisted of 2 tour companies and airfares. I submitted a claim on 3 April and aksed for Insure and Go to acknowledge receipt of the claim - nothing. I finally rang on 9 April and asked the consultant to acknlwedge receipt of the inofmration - nothing more just receipt which she did.
I am disappointed that even though it musts be hectic there is ...
What A Joke Of A Company - Do Not Waste Your Money
Absolute Joke Of A Company
Had to cancel my holiday come early March not due to COVID-19 but rather an immediate family member passing so reached out to InsurenGo, the provider we chose to go with, to process my claim of a cancellation before departure which falls under the Sections of Cover we are entitled to claim under: Section A (Cancelling your trip before departure) clause a. (Page 18-19).
With a very lengthy and vigorous process to follow, they give you 30 days to comply with and send all the supporting evidence within that time and ...through Registered Post. Doing everything from my end including paying for a doctor consultation to fill out details around the death of my family member, printing everything required, photo copying all our personal information documents ensuring all supporting details were there whilst grieving a dear loss, we did abide by the rules put forward and sent everything across including paid for Express posting. Every step of the way from our end with any updates, I was consistent with communication and even shared all receipts and necessary factors via email so that their team would be up to date with the claim process. No responses at all until it got to about my 7th email to understand where things were, if they received my papers, what the current status was and all.
Avoid them like COVID-19.
Bought Gold domestic cover for elderly parents and tried to get refund as the Australian government advised people over 70 not to travel due to the corona virus pandemic. My parents had not travelled and i even called their call centre within the 14 days cancellation period to get through and cancel but they rejected any refund or credit. It's amazing how the airlines, hotels and rental car providers can give a refund but these guys don't... AVOID! Will be taking the matter to fair trading to resolve.
Insure and Go is screwing its very customers during the pandemic
We insured a recent overseas trip with Insure and Go. We have had to cancel a cruise, a hotel and airfare. Insure and Go advised us that they will pay only 10% of the cancellation fees before they then also charge you the excess. So that means that by making a claim we are out of pocket hundreds of dollars even with their cover. This is classic insurance industry practice of pretending your covered and then sticking it to you when you make a claim. Do not take travel insurance with Insure and Go. We had similar issues with Covermore when cancelling an earlier trip. Travel insurers are unscrupulous in how they treat customers when you actually have to make a claim.
Come on insureandgo, what rights do you have to just keep peoples money who have not commenced their travel.
It is going to be very interesting to see what happens to all these companies after the Corona Virus goes. We have taken out a policy with you and had the flight cancelled and we have not commenced our trip and we do not intend to make a claim. Of course it is out of the 14 days cooling off period we purchased it in 2020 and the flights were cancelled 2 weeks ago. You have no rights to keep peoples money if they have not even gone on their holiday. I have seen so much disappointment and let down from people in regards to Travel due to the Cor...ona Virus. One thing to remember is that all these companies need customers to survive, and judging by all the reviews a lot people will reconsider who they book with in the future. Come on at least do the right thing and put the Insurance in Credit for future Travel for those who have not commenced their travel yet. MS-IG-304130-24269182.
Had planned a cruise through the Antarctic peninsula with my elderly parents and mother in law. Flights from Australia to Argentina and then a 11 day cruise. After more than 18 months planning, just 6 weeks prior to the trip my parents had to cancel due to back surgery for my dad. Due to the late cancellation of their travel, we got none of the fares refunded for my parents.
While the process for the claim took some time in terms of gathering the correct information, once all the documentation had been received by Insure and Go, they turned the claim around very quickly and paid our claim in full. It definitely pays to have the right insurance.
Never insure with them again ever!!
Had taken out a gold policy on 18th Nov 2020 for our trip to NZ in March. However could not travel due to the restrictions. When I emailed and requested for the policy to be cancelled and the cost of the policy to be refunded received the convenient reply that I am outside the 14 day cooling off period. How convenient!! I have been using this company for all my overseas trips but will never use them in the future. It is only fair that they returned either a credit voucher or refund as other travel companies/booking sites did as we have not cancelled our policy willy nilly!! they are just profiteering from people's difficulties.
Worst Insurance Company
Took out Gold Class for a domestic cruise in Australia but was cancelled due to Corona-virus Rang there call center to ask about my insurance.Only to be told because it was outside the 14 period there would be no transfer to a new date or refund or even partial refund given.Also told it would be pointless putting in a claim. because it would be denied.Other family members have had there insurance refunded from other insurance companies.but not this mob.Totally disgusted on how this company is showing no compassion for anyone with this present s...ituation.Well i suppose they have my money and everybody else's .That's all that matters to them.Hopefully people will read these reveiws and not use this company.I know i will not be using them again .Bad for business on how people are being treated.
Save you money and Do Not Insure with this company!
We thought we were fully covered by getting the Gold Cruise Cover and our cruise was cancelled by Royal Caribbean and we lost flights and accommodation as well because of the coronavirus epidermic and I thought we would be fully covered because we had the gold travel insurance only to find that they would not pay anything, So we got absolutely nothing for our gold cruise insurance they went out of their way to find anyway not to pay!
So save yourself some money and stay away from this company!!!! They even told me not to claim because they wouldn’t pay it
Totally wasted my money on this corrupt money hungry company
Because of the Corona Virus and cannot travel I rang Insure to Go to postpone my policy and just hold a credit until next year, but told no credit given. They would cancel the policy. I think this is unfair and disgusting that they just keep your money. Everybody else has given credits to be used in the future.
Profiteering at it's worst
I have used this company many times but recently had my cruise cancelled due to Covid 19. I was advised no refund or at the very least a credit to use in the future as the 14 day cooling off period had expired. This company should be ashamed of themselves. I will never use them again and will warn everyone I know not to use them as well.
Policies not negotiable
Insure and go have made it quite clear that no credits will be given or dates changed to accommodate future travel during the coming months, and customers will have to wear the cost if they are forced to cancel. This hard line approach flies in the face of many travel organisations which are looking for fair solutions to the current problems.
Why can't I get a refund when my cruise was cancelled
My policy was easy to set up and we have used your company every time we have travelled. Our cruise was cancelled by Princess Cruises but your company has flatly refused to return our $395.00 to us.
I can't see how this is fair and equitable. We have rebooked the same cruise for May 2021 but we can't even move the insurance to that date. Not fair !!!
Non Australian Greedy, uncaring, rude Insurance Company
I purchased medical travel insurance in December 2020 for a 6 week trip to the USA on the 13th July 2020. The trip was cancelled and credit/refund given by Qantas, hotels also gave credit. Insureand Go rudely stated bad luck no cancellation clause on your policy and it is outside the 14 day cooling off period. Heartless response to a person who has paid $1200 for a trip that is not going ahead and so they are unable to cover me for something that is non existent. All I wanted was for the company to act like other Australians in this difficult time and give me a credit to use when I can travel again. I have used this company for over 10 years and will never use them again.
Charge fee for no service.
Flight cancelled due to the virus. No refund as it was outside the 14 days cool-off period. They would NOT give a refund. How is this possible? This is charging a fee for no service. I will not be using them again.
Call or email the ombudsman on insureandgo
I am in dispute with insureandgo with the same problem as everyone else, they should be given everyone that has taken out a policy on travel and holidays that people have not gone on yet a total refund. I am waiting on a phone call to hopefully sort this out not only for me but also for everyone that has insured with them, if I don’t hear from them soon, I have been advised by the ombudsman to email an official complaint to them. I am urging everyone that is in the same situation to do the same. The more complaints to the ombudsman the better ...chance in getting your money back. Just google them from your own state. I urge everyone to get onto it straight away. I also found out by the ombudsman that insureandgo are owned by an overseas company that he said to me what they are called but I couldn’t even understand the name he said. He gave me a phone number and a complaints email address. That number is (02)9222-7619 good luck on getting through because there is just a recording when I tried. The email address is ( [email protected] ) I have emailed to this address as well. I know insureandgo will be reading this, so just do the right thing and give everyone there money back just like all other companies which are complying from the plead of the government, because of this epidemic that has affected everyone all around the world.
- International Travel Insurance - Silver Cruise
- Verified customer
Will not budge on cancelled trip offer to future credit.
All Clear which is part of Insure and Go have been terrible in making excuse after excuse to take our travel insurance premium even though our trip was cancelled and made NO claims. We were told we could transfer our policy ( plus some fees ) to a new trip later in the year, but today declined flat. Very poor company and totally untrustworthy. Have lost our business forever, costing them far more than the latest premium. What a stupid way to do business...annoy people...lose future business and drive customers to look for ETHICAL companies, if there are any in this business. Plain DUMB.
Do Not purchase insurance from Insure & Go
Purchased a policy for our Bali Trip in May, Due to the Covid-19 Pandemic all international travel is banned. Contacted Insure & Go to transfer my policy and was told that ''They aren't offering transfers due to the travel ban being enforced on the 18th March'. How does this make sense? If the travel ban wasn't enforced we would still be travelling!! Worst customer service & terrible ethics for a company. Don't waste your time!
Been trying to claim for missed ports on my cruise back in Dec due to natural disasters. My friends in the same cabin and who went through the same experience were all refunded by different insurance companies. This company refuses to pay out, claiming that since the boat was docked (delayed) in one port, it would not count the ports I missed. My rebuttal letter was pretty much ignored by them. Been chasing this up for months now but I wont stop.
Questions & Answers
My policy was purchased 19/2/20. My query is did Insureandgo know when i purchased this worthless policy that due to the pandemic they would not be liable for any claims. In other words they took my money for jam. As far as I am aware the pandemic was declared 31/1/20. I feel that should have been informed at purchase. My cruise dates were from 22/5/20 to 5/6/20. Keith
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.
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.
Why will you not cover for trip cancellation when your Silver Cruise PDS states what we are covered for -
Section A Cancelling your trip before departure
i) you cannot travel because if government restrictions after an epidemic
Our travel agent will only offer a credit note less $1300 rebooking fee and we DO NOT wish to travel at any future date.
I will be lodging a complaint with office of fair trading
Anna J.InsureandGo Australia
Hi Leigh, if this is a COVID-19 related question, I'm afraid that if you purchased your policy after 4:00pm on 31st January, there is an exclusion for claims related to coronavirus, as by this point it was a known event, and it would be expected that the policy was entered into with a knowledge of the situation. We communicated this through a travel alert, linked to in the orange bar at the top of the website. Please see the below link (original post) for more information:
More up to date information can be found below:
To formally lodge a complaint and request an investigation of your case, please email [email protected] with your policy number.
Thanks Anna, but my policy was purchased in October 2020. And therefore I should be covered. So why am I not covered? This is not good enough!
I have a family policy, two of those covered are 17 yr old and the rest are over 18
If i was claiming cancellation for my family of 6 who are all named on the policy is it $100 per person excess?
Does the two 17 yr olds who are covered free under myself also charged the $100 excess?
so would it be $600 ( 6 ppl) or $400 for the 4 adults only and the 2 x 17yr olds are not charged excess?
You can not claim for cancellation unless you have a good reason for it and proof. So if you can change the date for when you know, when you can travel again, that's if you booked the policy before 4.30pm on the 31/1/20 that fine. But after that date, forget it you lose your money and policy. I hope this helps.
Booked and paid for Policy Nov 2020 before Corona-virus was known. All travel was ceased and refunds given by booked agencies so of course Insure was not necessary. Insure and Go flatly denied us a refund or even a credit like many other furious customers outlining no cancellation clause
Tania, yep everybody in the same boat, we will lose our policy and money. That's right on insure and go they should be refunding everyone for there future holidays that are booked with them. I am waiting for a call from them as you have probably seen there response to my review that they want to get in contact with me. I have sent them my details in private message. If they get in contact with me in the next couple of days or if they don't and also if I won't be happy with the results when they do call, I will be taking the next step and filing a complaint to the ombudsman, as they have instructed me to do when I called them yesterday. I suggest that every one else should do the same.
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