270 questions from our users
Keith G.asked
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
7 answers
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.
Ellenbeeasked
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
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
Thanks Anna, but my policy was purchased in October 2022. And therefore I should be covered. So why am I not covered? This is not good enough!
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.asked
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?
10 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.
Booked and paid for Policy Nov 2022 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.
Eric Freemanasked
I want to know how I obtain a Claim Form
1 answer
Anna J.InsureandGo Australia
Hi Eric, you can get claim forms from the below link - please click on the claim form that is most relevant to your claim. The link also includes the information you would need in order to lodge via email or post.
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
Alternatively, if you would like to claim online, the below link will be helpful to you.
https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp
Thanks, Anna
Eric Freemanasked
How do I obtain a Claim Form?
4 answers
My policy number is MS/IG/304130/24250354 I need to obtain a claim form
what is like
Anna J.InsureandGo Australia
Hi Eric, you can get claim forms from the below link - please click on the claim form that is most relevant to your claim. The link also includes the information you would need in order to lodge via email or post.
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
Alternatively, if you would like to claim online, the below link will be helpful to you.
https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp
Thanks, Anna
Tricky Rickyasked
Hypothetical question here.
We took out Gold Cover Insurance in October 2022.
We are looking to claim back the cost of flights for 2 people totalling $1500 and the deposit on our accomodation of $99. Not a huge claim however we booked through an online company ( Aunt Betty ) who are charging a fee of $250 per person to cancel our booking. Singapore Airlines have not cancelled our flights yet as our flights are not until July so they would have cancellation fees as well if we cancel now. We plan to wait a little longer to lodge our insurance claim hoping that Singapore Airlines cancel our flights which should mean that we would only have cancellation fees with Aunt Betty. Would we be able to claim the remaining out of pocket expenses being the $500 cancellation fee from Aunt Betty and the $99 deposit paid to Webjet Exclusives. I assume our claim would be reduced by the excess of $100 for each person named on the policy so effectively a net refund of $399. Also if Aunt Betty or the airline plays hardball and wont refund our airfares are we able to claim the full amount of $1599 less the $200 excess through Insure and Go. Thank you in advance.
7 answers
Anna J.InsureandGo Australia
Hi Ricky, I must preface my response with the fact that I'm not part of the claims team, and without all of the facts that are relevant to your claim, I can't comment on the outcome of your claim.
However, from the information you have given above, you are eligible to claim, and I would encourage you to lodge a claim, as your policy was purchased at a time when coronavirus was not excluded from cover, and your level of policy (Gold) does feature cancellation cover.
You are able to claim for the shortfall after you have made attempts to recouperate costs from your travel providers, and you should detail in your claim the offer you have had from Aunt Betty, but if you are not able to recoup the cost, you can claim for it. If their offer is not satisfactory for you, can mention this in your claim, and it will be considered.
In addition, you will need to include evidence showing the full amounts you mentioned above. The below link will help you lodge your claim online.
https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp
And this link gives the information you will need to submit your claim by email or post.
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
I hope this helps. Thanks, Anna
Thanks Anna i had a look at the policy this morning and the fine print mentions that Insure and Go only cover 10% of Travel agents cancellation fees. Does this mean i would only get reimbursed $50 or would i still get back their full cancellation fee of $500 Cheers, Tricky Ricky.
good Question, i would like to know that also
Ray Cockerasked
We were due to cruise from Sydney to Honolulu 24/4/ 20 till 26/5/20 including flights from Melbourne to Sydney and return from Honolulu back to Melbourne,also including extra accomodation of 1night Sydney and an extra 2nights in Honolulu making a total of 3 nights before returning to AUS .We booked this package with Flightcentre in December and the insureance with InsureandGo 31/12/20.We have agreed with Flightcentre to accept a credit
6 answers
What's your question Ray?
ToCONTINUE:-'sorry we got cut off.
for the cruise package ect to be taken at a later date which seemed fair.Our other option would be to claim off my policy with InsureandGO which is GOLD CRUISE No MS/IG/305130/24519528,dated 31/Dec/19,however if InsureandGo would offer a credit the same as Flightcentre, to be taken at a later date[up to31/12/21]
as i believe other companies are doing, we would be quite happy with that
Anna J.InsureandGo Australia
Hi Ray, I'm very sorry to let you know that we aren't offering change of dates on policies. However, if you purchased before 31st January, (did you mean 31/12/19 in your initial question?), and your level of cover offers cancellation cover (Gold does), then you may be eligible to claim for cancellation. I'm not part of the claims team, and I don't have all the pertinent details of your case, so I can't comment on the outcome of your claim, but I would recommend you lodge one - the below links will help you do so.
https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
Thanks, Anna
Matthew Basked
I wonder if reviewers are aware that they can lodge a complaint with the Australian Financial Complaints Authority (AFCA)? AFCA is taking an active interest in the situation many people are finding themselves in. If you wish to lodge a complaint remember that Mitsui Sumitomo Insurance Company Limited is the underwriter of the travel insurance provided by their authorized representative in Australia, InsureandGo. You can expect changes to be made if enough people go to the trouble of lodging a complaint.
6 answers
Good tip. Having a look at it now
Yes, I spoke to them yesterday, and I was told that what Insure and Go are doing is illegal.
Keep fighting people! With no dissrespect to dogs, which are far more loyal than many human beings, "Every dog has its day".
Markasked
How much money have you got in the bank ? You will need every penny for the lawyers to fight the class action coming against you
1 answer
Anna J.InsureandGo Australia
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 [email protected]. Thanks, Anna
Markasked
Why does your company have no morals or ethics, do you understand people are now unemployed and can’t pay bills yet you won’t refund policy’s or give credit
2 answers
Anna J.InsureandGo Australia
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 [email protected]. 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
Jo M.asked
My flights and holiday are cancelled because of Coronavirus, So because I can not go do I get a refund for my travel insurance as I can not go now.
8 answers
Good luck, you need to call them
Have called them twice, same answer twice, NO. Well that was for our policy. As you can imagine I won't be using them again.
Unless you purchased policy less than 14 days ago you will get nothing not even credit for future dates, a class action against this company is coming
Helena Dasked
We were due to fly out 30th April with Airasia. We are having problems with them about getting a credit.
How much time are we given with Insure and Go before we lodge a claim? Is there a time limit Knowing Airasia it may take months to hear from them.
1 answer
Anna J.InsureandGo Australia
Hi Helena, our general position is that you should lodge your claim as soon as is practical, usually within 30 days of returning from your travels. Since you have not yet travelled, and we are in unprecedented times, we will be accomodating with this timeline, so don't worry about your claim being rejected based on this 30 day rule.
I would personally recommend you lodge your claim soon for your peace of mind, despite not having all documents, and once you have your claim number, you can then wait to recieve a response from Airasia.
Thanks, Anna
Greg Masked
Gold cruise insurance for Caribbean cruise purchased in May 2022 for cruise in March 2020. Cruise was turned around after 3 days of 11 day cruise with 1 port visited instead of the 5 scheduled. Unsure of the level of refund from the cruise line. Can I claim for missed ports and also the hotel stay while we organised our flights home to be changed and the food costs while in the hotel?
4 answers
Re travel insurance refund if you did not cancel it within 14 days of purchase they will not refund it even though you would not have know about the cancellation then, thieves. Would request a refund, see what you get then lodge a complaint. Good luck
Anna J.InsureandGo Australia
Hi Greg, thanks for reaching out. Richard, I believe this question is about a claim, not a refund.
Presuming you are looking to claim for curtailment of your trip, there are 2 relevant issues: the first is when you purchased your policy - if you purchased after 31st January at 4:00pm, your policy excludes claims related to coronavirus. However, if you purchased before this, you are eligible to claim depending on issue 2 - if the level of cover you purchased provided for curtailment of your trip, or missed ports. This will depend on the policy you purchased.
If you would like further information on claiming, let me know and I'd be happy to help.
Thanks, Anna
Thanks Anna. I purchased Gold Cruise insurance in May last year for the holiday we've just come back from so does this mean I can claim for missed ports and excess accommodation costs as the ship was turned around after 3 days instead of the expected 11. Does any claim also depend on any level of reimbursement (if any) from the cruise line?
Vanessa Easked
My husband myself and my father purchased insurance on the 24/8/2020 for travel from the 2/5/2020 to 2/6/2020 as there is now a travel ban and do not know when it will be lifted are covered for cancellation.
2 answers
DO you mean you purchased on 24/8/19?? If so I THINK you should be covered as they had a deadline of 31st January for trips affected by COVID-19. They listed that information on their website retrospectively. I actually managed to get through to someone on the phone yesterday so I would call and cheack, they would probably say "wait and see if the ban is lifted though."
Anna J.InsureandGo Australia
Hi Vanessa, thanks for getting in touch, and thanks for helping out Rachael.
I can confirm that if you bought your policy before 4:00pm on 31st January, and the tier of policy you purchased includes cancellation cover (you will need to check your policy to see if it is Gold or Silver as the cover is included on these 2 policy types), you are eligible to claim for cancellation of your trip.
I hope this helps. Thanks, Anna
Helena Dasked
We were due to fly out 30th April with Airasia. We are having problems with them about getting a credit.
How much time are we given with Insure and Go before we lodge a claim? Is there a time limit Knowing Airasia it may take months to hear from them.
3 answers
Anna J.InsureandGo Australia
Hi Helena, if you are having trouble getting evidence, I would start your claim, and then it will be lodged in our system. Then you can send us the required evidence when you have it. Let me know if you need any help with claiming. Thanks, Anna
Thanks, Anna. What claim form do I need to submit for the airfares and for the hotel. Is it two seperate forms?
Anna J.InsureandGo Australia
Hi Helena, the link below should provide all of the information you need to make a claim, and shows the different claim forms you will need to submit depending on the claim you are making.
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
I hope this helps. Thanks, Anna
Judy Sladeasked
I bought my gold policy 7/8/2019 for trip to UK. Start date 26/5 to 20/6/2020. Will I be able to claim because I can’t travel because of corona pandemic?
1 answer
Anna J.InsureandGo Australia
Hi Judy, looking at when you purchased your policy, there is no coronavirus exclusion on your policy. So as long as you purchased a Silver or Gold policy, you are eligible to lodge a claim for cancellation of your trip. I hope this helps. Thanks, Anna
Geoffreybasked
I purchased a policy in 2022 to cover a trip from 18th April and returning on 24th May. As destination ports will be closed we are anticipating a full refund from our cruise line and also air line. We have already been told that we will not be able to travel.
In this event can we cancel our policy and receive a refund of premium paid?
10 answers
no they will not. there conditions say you only have 14 days from purchase
A joke
Anna J.InsureandGo Australia
Hi Geoffrey, you may be able to claim for costs associated with cancelling your trip, depending on the level of cover (Silver or Gold policies only) considering you purchased before 31st January. However, I can confirm that unfortunately, we do not offer refunds if you are outside of the 14 day cooling off period. Thanks, Anna
In light of the no refund policy am I able to change the dates for travel to later in the year, since no cancelation has taken place and we have transferred the dates with the carriers to September/October this year?
grannymaasked
Would we be covered by our insurance for a refund fee of $900 per person ($1800)for overseas flights? Policy taken out 15/1/2020. We do not wish for a credit on these flights as we will not be able to travel in the prescribed time given by the airline
2 answers
grannyma, Ring 1300136374 and ask to speak to Nathan . He will tell you .
Anna J.InsureandGo Australia
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.
https://www.insureandgo.com.au/travel-insurance/important-claims-information/manual-submittion.jsp
I hope this helps. If you need anything else, just reach out.
Thanks, Anna
Brendaasked
If my Bali holiday has been cancelled because of the coronavirus can I get a refund on my silver policy for not using it
1 answer
These mongrels will not even give a refund or credit if your policy excludes the corona virus! Don't just bear a grudge, get even, never use them again and tell all your friends to never use them again. Horrible un Australian Japanese company. They have no sense of fairness what so ever.
Robert W.asked
I purchased a Gold AMT 60 day policy on 23rd January 2020 to start on 1st February, am I covered for refund of cruises and tours if the government does not allow me to travel. As the cruise is not till June the cruise company may only offer cruise credit. Am I coverex for a full refund of cruise and tours. Regards Robert
1 answer
Anna J.InsureandGo Australia
Hi Robert, thank you for getting in touch. Unfortunately, since I'm not part of the claims team, I'm not able to advise you regarding your question of coverage. In order to get an answer on this, please email [email protected]. Thanks, Anna
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