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Reviews

4.1

4,572 reviews
5
(2,496)
4
(1,123)
3
(245)
2
(144)
1
(564)
  • Value for Money
    4.1 (1,288)
  • Transparency
    3.9 (906)
  • Customer Service
    4.0 (1,136)
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Robbery!

published

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!!!

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeYes
Type of ClaimOther
Claim DateApril 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
Susan T

Susan TSydney, NSW

  • 2 reviews

No Follow Up

published
Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim DateApril 2020
Insurance Cover ForSenior
See all answers
Rvee

RveeGreater Melbourne (Metropolitan), VIC

What A Joke Of A Company - Do Not Waste Your Money

published
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Travel Insurance

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John Pappas

John PappasGreater Melbourne (Inner), VIC

Avoid them like COVID-19.

published

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.

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Paul

PaulSydney, NSW

  • 2 reviews

Insure and Go is screwing its very customers during the pandemic

published

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.

1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
jacqui

jacqui

  • 4 reviews

Come on insureandgo, what rights do you have to just keep peoples money who have not commenced their travel.

published
Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Stephanie

StephanieSouth East Queensland, QLD

Excellent service

published

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.

Transparency
Customer Service
Value for Money
DestinationAntarctica and South America
Claim MadeYes
Type of ClaimMedical and Travel Delays/Cancellations
Claim DateOctober 2020
Claim ApprovedYes
Insurance Cover ForAdult and Senior
See all answers

Never insure with them again ever!!

published

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.

Transparency
Customer Service
Value for Money
DestinationNew Zealand
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Wes

WesSouth East Queensland, QLD

Worst Insurance Company

published
DestinationAustralia
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim ApprovedNo
3 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Wes
Wes
InsureandGo Australia
Anna J.InsureandGo Australia
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Kim

KimHunter Region, NSW

Save you money and Do Not Insure with this company!

published

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

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia

Hi Kim, I apologise that your claim didn't have the expected outcome. I would recommend you contact [email protected] with your policy number so that your complaint can be formally lodged, and your case can be investigated. Thanks, Anna

Pauline

PaulineSouth Australia

Pauline

published

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.

DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Pauline
Pauline

Thank you Anna I have done what you have advised

Kim

KimSydney Surrounds, NSW

Profiteering at it's worst

published

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.

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia

Policies not negotiable

published

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.

DestinationNorth America (inc. Hawaii)
Claim MadeNo
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Rhonda

Rhonda

  • 2 reviews

Why can't I get a refund when my cruise was cancelled

published

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 !!!

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForSenior
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1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Olllie0

Olllie0Murray Region, NSW

  • 5 reviews

Non Australian Greedy, uncaring, rude Insurance Company

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
2 comments
Olllie0
Olllie0

Now over 2 weeks since contacting Complaints Department of InsureandGo. I have heard nothing.

InsureandGo Australia
Anna J.InsureandGo Australia
Travel Insurance

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Leanne

LeannePerth, WA

Charge fee for no service.

published

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.

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia

Call or email the ombudsman on insureandgo

published
Transparency
Customer Service
Value for Money
DestinationAustralia and North America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForAdult
See all answers
3 comments
InsureandGo Australia
Anna J.InsureandGo Australia

Hi Tony, I'm sorry we weren't able to help you with your request for a refund, In addition to the channels you mentioned above, you are entitled to lodge a formal complaint by emailing your policy number to [email protected] Thanks, Anna

Tony P.
Tony P.

Already Have to both emails.

InsureandGo Australia
Anna J.InsureandGo Australia

Hi Tony, thanks for doing that. Although there will inevitably be delays due to the surge in enquiries and claims due to COVID-19, we will try to respond as soon as possible. Thanks, Anna

Mickey

Mickey

  • 3 reviews

Will not budge on cancelled trip offer to future credit.

published

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.

Transparency
Customer Service
Value for Money
DestinationPacific Islands (e.g. Fiji, Vanuatu)
Claim MadeNo
Insurance Cover ForAdult
See all answers
3 comments
InsureandGo Australia
Anna J.InsureandGo Australia

Hi Mickey, I'm sorry you've had a negative experience in trying to attain a transfer of your policy dates. Would you be able to send me a private message with your claim number so I can investigate of your case?
Thanks, Anna

Mickey
Mickey
InsureandGo Australia
Anna J.InsureandGo Australia

Hi Mickey, as I mentioned in my private message to you just now, we are investigating your case, and I will update you as soon as I get any new information. Thanks, Anna

Stephanie B.

Stephanie B.

  • 2 reviews

Do Not purchase insurance from Insure & Go

published

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!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Stephanie B.
Stephanie B.
Brian

Brian

  • 2 reviews

Scam artists

published

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.

Transparency
Customer Service
Value for Money
DestinationNew Zealand
Claim MadeYes
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Page 1 of 229

Questions & Answers

Keith G.

Keith G.asked

International Travel Insurance - Silver Cruise

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

6 answers
Tony P.
Tony P.

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.

Pauline Keays
Pauline Keays

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

mctag
mctag

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.

Ellenbee

Ellenbeeasked

InsureandGo Australia

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
Leigh

8 answers
InsureandGo Australia
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:
https://www.insureandgo.com.au/travel-alerts/global-coronavirus-outbreak.jsp

More up to date information can be found below:
https://www.insureandgo.com.au/travel-alerts.jsp

To formally lodge a complaint and request an investigation of your case, please email [email protected] with your policy number.

Thanks, Anna

Ellenbee
Ellenbee

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!

Pauline Keays
Pauline Keays

Same here, as well as many other suckers who insured with these unscrupulous thieves. Lodge a complaint with AFCA. Hopefully there will be class action. I will never trust them.

Tania E.

Tania E.asked

InsureandGo Australia

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?

9 answers

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.

Arthur D
Arthur D

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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