InsureandGo Australia Questions & Answers (page 2 of 14)

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

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

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

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

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

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

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

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

Hi Carol, as per our PDS, before claiming, you must attempt to recover costs from other providers, and we will then cover the shortfall. If you find the offer from these providers of credit as opposed to cash unsatisfactory, you will need to detail this in your claim, and this will be assessed as part of your claim. Thanks, Anna

Hi Hec, yes, it does sound like you are outside of the 14 day cooling off period. However, if you email [email protected], they will be able to assist you. Please note that it will take longer than usual for them to reply due to the unprecedented voume of contacts coming through realted to the pandemic. Thanks, Anna

Hi Libby, I'm not part of the claims team, so I can only speak generally, as I don't have all of the necessary details of your case. But based on the fact that you purchased your policy before 4:00pm on 31st January, and the fact that you have Gold cover, you may be eligible to claim for cancellation in light of the new government advice not to travel. Regarding obtaining evidence of cancelletion: you are able to lodge your claim without this, but you will be asked for it soon after anyway, as the claim won't be able to proceed to meaningful stage without this evidence. Also, our claims team are currently being overwhelmed by the unprecedented volume of claims coming in due the the pandemic and so there will be delays in the claims process. Therefore, my personal advice to you would be to wait until you have the evidence, and then submit your claim with that evidence included. Thanks, Anna

Hi Bala and Sue, good question.

I'm not part of the claims team, so I can only give general advice. Since you purchased in October, and the government has now upped their travel advice to 'do not travel', you are eligible to claim for cancellation costs. Also, when claiming, please be aware though that due to the unprecedented increased in claims due to the pandemic, response times may be slower than normal.

Thanks, Anna

Hi Jen, unfortunately, generally speaking, we will only allow a full refund within the 14 day cooling off period. However, I would advise you to email [email protected] and the team can assist with your request. Thanks, Anna

Hi Deb, thanks for getting in touch. Unfortunately, policies purchased after 4:00pm on 31st January do not cover cancellation claims related to coronavirus, which was stated in the below travel alert and on the orange bar at the top of the website: https://www.insureandgo.com.au/travel-alerts/update-global-coronavirus-outbreak.jsp

I have sent you a private message to get more information, so we can identify your policy.

Thanks, Anna

Hi there, good question!

Generally speaking, once we have recieved all necessary documents, we can process your claim within 10 business days. Having said that, due to the coronavirus pandemic, we're seeing an unprecedented voume of claims, questions, calls and emails, which is affecting our response times, and so it may take longer than usual.

Thanks, Anna

Hi Jeanette, thanks for reaching out.

Please note that if your situation is in any way affected by the coronavirus outbreak, you should read the travel alert we have prepared detailing our position on the outbreak: https://www.insureandgo.com.au/travel-alerts/latest_update-global-coronavirus-outbreak.jsp

Although the above information takes precedence over what follows if coronavirus is involved in any way, generally speaking, depending on the level of cover you have purchased (all except Bare Essentials), there may be provisions for cancelling your trip before departure due to the unforeseeable death, injury, or illness of your relative, business associate or travelling companion who is a resident in Australia and who is in Australia at the time the event occurs. However, cancellation for change of mind or fear of travel is excluded from cover.

Thanks, Anna

Hi there, if you are within the 14 day cooling off period, you can cancel your policy and recieve a full refund (assuming you haven't yet claimed - which you mentioned you haven't - and your travel hasn't commenced). If you are outside of the cooling off period, I recommend you contact [email protected] to see if they can help. Thanks, Anna

Hi Aimee, thanks for getting in touch.

The pertinent facts to be aware of in your case are:

The fact that your policy doesn't have the coronavirus exclusion: if you purchased after 31st January at 4:00pm, your policy does not provide cover for the coronavirus outbreak. However, if it was purchased before this cut off time, you may be eligible to claim.

As per the PDS, you should make attempts to recover money from providers before claiming, but doing this doesn't preclude you for making a claim for the shortfall.

Currently, the government advice to 'reconsider' travel is not sufficient for the purposes of lodging a claim for cancelling your trip. However, if the level escalates to 'do not travel', you would be eligible to claim.

We do not provide cover for change of mind or fear of travel.

I hope the above points help, and should you wish to lodge a claim, you can do so on our website here: https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp or claim via email by emailing [email protected]

I hope this helps. Thanks, Anna

Hi Aimee, this would depend on the policy you have purchased, since some levels of coverage do provide for 'innocently breaking quarantine regulation', although given the current context of everyone knowing that quarantining is in place, I am unsure if this would be accepted if it was submitted in a claim. For more information please familiarise yourself with section C2 of the PDS in the following link (this is presuming you purchased a one trip policy): https://www.insureandgo.com.au/images/ig-ms-pw-ot_tcm1005-157834.pdf

Without having your policy details, and not being from the claims team, it is difficult for me to provide answers on some questions. You would be able to get answers that are relevant to your specific policy by emailing [email protected]. I hope this helps.

Thanks, Anna

Hi Margaret, good question. If you travel to a country that is deemed by Smartraveller to be 'Do Not Travel', your policy will not provide coverage. If the Smartraveller deems the country to be 'Reconsider Your Need To Travel', you are still covered, provided you take reasonable care. I hope this helps. Thanks, Anna

Hi Margaret, I'm sure there are, and you're doing the right thing by staying updated with Smartraveller updates and consulting your doctor. Let me know if there is anything else I can help with. Thanks, Anna

Hi Jen, you can cancel your policy and recieve a full refund provided that you are still within the 14 day cooling off period. Then you can rebook your policy at a later date. I hope this helps. Thanks, Anna

Hi Jen, If this is about annual multi trip cover, the policy duration is one year. No longer, and no shorter. It cannot be extended beyond one year, as it is an annual policy, so the duration is fixed. Considering this, if you want coverage beyond the expiry of your current annual multi trip policy, you would need to purchase a new annual policy. Thanks, Anna