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Mickey
- 3 reviews
- 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.
3 comments
Hi Anna
I have just sent an email to [email protected] in relation to this matter. However my Policy No is AUS 736083868 It would be nice to have a positive outcome. If not I will be taking... Read more
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
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Stephanie B.
- 2 reviews
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!
2 comments
Anna J.InsureandGo Australia
Hi Stephanie, I'm truly sorry we weren't able to transfer your policy, and I do understand the frustration it has caused. As a next step, I would recommend you contact [email protected] wi... Read more
th your policy number in order to lodge your complaint formally, and your case will be looked at by our disputes resolution team. Thanks, AnnaHi Anna,
Have already emailed and am awaiting a response. ... Read more
Thanks
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Brian
- 2 reviews
Scam artists
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.
1 comment
Anna J.InsureandGo Australia
Hi Brian, I'm very sorry you've had this outcome with your claim, and I understand your frustration. I would recommend you email [email protected] to formally lodge your complaint and have ... Read more
our team investigate your case, and advise you of the outcome. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
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JasonSouth East Queensland, QLD
- 4 reviews
Absolute Thieves!!!
Won't give refunds or credit for policies purchased which are now not needed due to the world epidemic COVID-19 and international travel is now stopped. Won't ever use again. Parasites !!!!
1 comment
Anna J.InsureandGo Australia
Hi Jason, I'm truly sorry for the frustration this situation has caused. I would advise you to contact [email protected], where your complaint will be lodged officially, and your case will... Read more
be investigated by our internal disputes team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Bob MHunter Region, NSW
Total Rip Off
I willingly join the chorus of dissatisfied Insurandgo customers following the cancellation of our planned trip to Canada & USA in June/July. Our policy was taken out and paid in full to the tune of nearly $2,500 in September 2022, well before any coronavirus implications. Same story as everyone..contacted Insureandgo to seek a refund of my premium as a) The holiday had not even commenced and b) no risk has been assumed by them at all. This must count as a "fee for NO SERVICE". Same response - no refund and no change of dates to accommodate a l...Read more
ater trip offered by the tour company by way of a future credit. We felt we had thoroughly researched the options for travel insurance and Insureandgo seemed to meet all our requirements at a reasonable cost. Our current experience does nothing to allay our cynicism about insurance companies. Will not be using Insureandgo in the future and will tell everyone about this negative outcome.1 comment
Anna J.InsureandGo Australia
Hi Bob, I'm really sorry for the frustration this situation has caused. I would definitely advise you to contact [email protected], where your complaint will be lodged officially, and your... Read more
case will be investigated by our internal disputes team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
GailMetropolitan Adelaide, SA
- 2 reviews
Rip off merchants!!!! Do not book insurance with Insure and go.
Flights cancelled to to global pandemic. Made claim on insurance to recoup cost. After paying extra to reduce excess down to $100 they have the audacity to charge me $400 as apparently the excess is per person on the policy!!!! This is written in their terms and conditions in the smalleat writting and not anywhere near the section where excesses are explained!
What utter nonsense. One of the persons on the policy is an infant who didn't even have a seat on the plane!
Usually with every other insurance policy I have ever taken out the excess i...Read more
1 comment
Anna J.InsureandGo Australia
Hi Gail, I can confirm the excess is charged per person, per section of cover you are claiming for, in any one event. We also do offer the option to reduce your excess to zero, or double it, both of w... Read more
hich affect the premium payable up front. If you would like to escalate your case further, I would recommend you contact [email protected] so they can investigate your case. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Helen R.
- 3 reviews
What a Bunch of Pirates!!!
Our holiday to Bali in September had to be cancelled because of the global pandemic. Agoda gave us a full refund for our accomodation, Jetstar gave us credits for our flights (to be used in the future) and then I contacted this bunch of pirates to cancel our travel insurance, which obviously we can't use now and their reply? Sorry but you get zip back from us despite the insurance not being used! It was $128.50 for the gold policy and I want it back. I will be taking this up with the department of fair trading once the pandemic is over, of that they can be certain and I will never use this company again! :(
1 comment
Anna J.InsureandGo Australia
Hi Helen, I'm genuinely sorry for the frustration this situation has caused. As a first step, I would definitely advise you to contact [email protected], where your complaint will be lodge... Read more
d officially, and your case will be investigated by our internal disputes team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Kathryn M.Murray Region, NSW
Terrible
so the policy was pretty good, covered all the things that we may have needed, if our trip went ahead. our trip has been cancelled and we can reschedule with a full refund if needed. Not with insure&go. No refund. No reschedule available. Why, cause we applied for the policy 2 months before sailing, and because the cancellation was requested outside the cooling off period, you feel that it is right that you keep our money?
2 comments
Anna J.InsureandGo Australia
Hi Kathryn, I understand and sincerely apologise for the inconvenience and frustration caused by the current situation with regards to rescheduling and refunds. I would recommend you email your policy... Read more
number to [email protected], as they will lodge your complaint formally and investigate your case. Again, my apologies. Thanks, AnnaHey Anna, have already done all of that and received a reply, more or less saying, "bad luck", you had 14 days cooling off period and I didn't cancel within that time frame. So too me that says, I've ... Read more
paid for a product that I didn't receive, bit of a joke really, if it was a faulty retail product that I wanted a rrefund on, they would have no choice??Similar opinion? Write a review on ieatwords.com.au!
PaulLaunceston, TAS
Profiteering from pandemic
Having booked my first o/s trip to Ireland l paid $270 for travel insurance. When l talked with them about refund / credit for future use l was told to contact complaints dept. Totally unacceptable moral behavior considering what is happening due to corona.Its blatant profiteering and no wonder insurance companies have such a lowly reputation.
1 comment
Anna J.InsureandGo Australia
Hi Paul, I'm very sorry for the experience you've had in trying to get a refund or credit for your policy, and I really do understand your frustration. I would second the advice already given to you, ... Read more
and recommend you contact [email protected]. I recommend it because it will ensure that your complaint is formally lodged, and it will trigger a process whereby your case will be investigated by our internal disputes resolution team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
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Pamela GGreater Melbourne (Metropolitan), VIC
- 8 reviews
Never use and take this further..Rip Off .
We insured our trip with Insure and Go last year for our trip in May 2020 to USA. We have been lucky and received credits from everyone.(ie) QANTAS, Disney Cruises and other accommodations in USA for 18mths. We paid top dollar for Gold Policy as my husband is over 70. I rang the company and said we are happy to have credit and changed to next year. No. No refund bad luck. Yet if we’d got Coronavirus overseas we would be covered. We would have cost this company more that the $1900 we paid for policy. This is disgusting. We cannot fly on government orders. Yet they take our money. Will take this further. I’m sure many have same problem
8 comments
Anna J.InsureandGo Australia
Hi Pamela, I'm truly sorry that we weren't able to help you get a refund, and I understand the annoyance it has caused you. In terms of initial steps to take it further, the first thing I would recomm... Read more
end is that you contact [email protected] with your policy number. This will lodge your complaint formally, and trigger a reinvestigation of your case by our disputes resolution team. Thanks, AnnaWell the form you provide online does not allow for us to fill in applicable details. Why do you need our passport details, medical certificate etc.. no applicable. So how do we submit anything??
By the way on your policy it states insurance starts on date we fly out and in. Your representative was rude and told me it was “ bad luck and why did we take it out so far before we flew” How rude! ... Read more
Yet again when I originally rang to quote your rep said better to do immediately. We are seniors and this is our last trip and your company is the only one not co operating. We’ve had all American companies plus Qantas be most helpful!Similar opinion? Write a review on ieatwords.com.au!
MaccaIllawarra, NSW
- 2 reviews
Shafted!
Like most other reviewers we have been told we have "done our dough" Airlines and tour operators have all offered alternatives. Were repeat customers,note WERE. Unable to give minus rating.
Matter of time before we hear "Class action"
1 comment
Anna J.InsureandGo Australia
Hi Macca, I'm truly sorry that we aren't able to provide you with a refund or credit, and I genuinely understand your frustration. I would advise you to email you policy number to complaints@insureand... Read more
go.com.au, which will ensure that your complaint is formally lodged, and it will trigger a process whereby your case will be investigated by our internal disputes resolution team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
DennisSouth West, WA
Ripped Off.
No refunds available. Absolutely disgusting the way Insureandgo are treating people not being able to get a refund or extension for new travel dates. Do not use this Insurer. Appalling.
1 comment
Anna J.InsureandGo Australia
Hi Dennis, I'm genuinely sorry for the frustration this refund situation has caused you. I would definitely advise you to contact [email protected], where your complaint will be lodged off... Read more
icially, and your case will be investigated by our internal disputes team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
MoiraCanberra Central 2601, ACT
Won’t pay out on death of mother
We had to cam so our trip because my mother became seriously ill and passed away the day after we were meant to leave for our overseas trip. InsureandGo have fought me every step of the way, despite receiving signed statements from her oncologist and GP, her death certificate and her entire medical records. The way they have dealt with me has made an awful situation even more traumatic.
1 comment
Anna J.InsureandGo Australia
Hi Moira, I'm very sorry for your loss, and I sincerely apologise that you've found the claims process has exacerbated an already terrible experience. If there is anything you need help with during th... Read more
e claims process, please reach out to me here on Product Review via private message, and I'll do what I can to assist. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Arthur DSouth East Queensland, QLD
- 2 reviews
- 3 likes
Scam!!!!
Put very briefly ... we bought Gold travel insurance through InsureandGo last Sept 2022. The Covid19 crisis has resulted in our travel arrangements being postponed. Our trip was be to Hawaii this month. I rang Insure and Go and was told I cannot reschedule dates and cannot get a refund ($811). I can put in a claim for cancellation costs. However nothing has been cancelled as the carriers (airline, cruise and travel companies) have advised they will be providing new dates or credits to be used later once the crisis is over.
Insure and Go are fol...Read more
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Steven K.Central, SA
Insure and Grab. I assure you I am gone. Absolute rip-off during global pandemic.
I cannot take my trip to Germany for a wedding in April as there is a global pandemic. Insure and go inform me i cannot be refunded or receive any kind of voucher for the future because I am outside of my 14 day cooling off period. What an horrendous act of in these times. No refund, no voucher, no fault of my own, no service and no money back.
2 comments
Anna J.InsureandGo Australia
Hi Steven, I'm very sorry for the bad experience you've had in trying to get a refund of voucher for your policy, and I completely understand your frustration. I would recommend you contact complaints... Read more
@insureandgo.com.au, which will ensure that your complaint is formally lodged, and it will trigger a process whereby your case will be investigated by our internal disputes resolution team. Thanks, AnnaGoing by other peoples responses I do not expect a positive outcome. I have sent the email to escalate the complaint and I have been doing a bit of escalating of my own. I have contacted media, govern... Read more
ment and my social media. Your company is a disgrace. Give people back their money.Similar opinion? Write a review on ieatwords.com.au!
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JuliaCentral Highlands and Goldfields, VIC
Purchased a policy that's now worthless & no hint of a refund/credit.
I purchased a travel insurance policy as a repeat customer from Insure & Go in November 2022 for travel to Italy in July/August 2020 well before the current pandemic. Due to COVID19 travel restrictions I'm unable to use it. Insure & Go have refused to refund or even credit even though I will not be making any claims on the policy. Disgraceful behaviour & in my opinion theft as a service or product was not provided. The excuse provided was the time is now outside of the 14 day cooling off period.....I'm not buying a f%$&ing house!! Will never purchase from them again & would NOT recommend this company.
2 comments
Anna J.InsureandGo Australia
Hi Julia, I'm truly sorry we weren't able to refund your policy, and I definitely understand the frustration it has caused. As a next step, I would recommend you contact [email protected] ... Read more
with your policy number in order to lodge your complaint formally, and your case will be looked at by our disputes resolution team. Thanks, AnnaThanks Anna. I'll do that but from what I've read from other customers it made no difference. Perhaps I should make a claim on my travel insurance policy for the loss of my travel insurance!!!
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AngeGreater Melbourne (Metropolitan), VIC
no refund even though we are not allowed to travel!
Absolutely disgusting as to i cannot get my refund to due to covid 19. In Australia we have restricted travel but it would appear that Insure & Go couldn't care less. Will never use this company again! The review asks where i travelled to? no where. however i cant get my refund! Some consideration from this company would be good!
1 comment
Anna J.InsureandGo Australia
Hi Ange, I sincerely apologise that we couldn't refund your policy - I would recommend you email your policy number to [email protected]. This will lodge your complaint formally, and you c... Read more
an have your case investigated by the internal disputes resolution team. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Lisa WSydney, NSW
- International Travel Insurance - Gold (Annual Multi-Trip)
- Verified customer
Would have done No Stars if I could - feeling ripped off
Purchasing this insurance back in January I have now had 2 trips postponed due to the Global Pandemic that is going on WORLDWIDE. today I called Insure and Go to request to change my insurance dates so i'm still covered when I & the rest of civilization can travel again to be told, 'we've changed our policy & can no longer change dates' so basically I've now paid this Company for something I cannot use (that was 5 weeks of me doing extra part time work to be able to pay you) & I will now have to work even more. & save again to purchase insuranc...Read more
e (not from Insure and Go that's for sure) again once travel is allowed. Having travelled all over the World regularly for 25 years this is the worst customer service I have ever encountered, you should be ashamed.1 comment
Anna J.InsureandGo Australia
Hi Lisa, I am genuinely sorry that we weren't able to accomodate you with a change of dates, and I understand the frustration it has caused. I would recommend, in terms of next steps, that you lodge y... Read more
our complaint formally by emailing [email protected] with your policy number. This will also trigger an investigation of your case by our disputes resolution team. Again, my apologies. AnnaSimilar opinion? Write a review on ieatwords.com.au!
JamesAustralian Capital Territory
- 12 reviews
Really Disappointing - Been Using them for Years..!
Had 2 Travel Policies with them. As I write this I am suppose to be oversea's, but due to Covid-19 Travel Restrictions am obviously still in Australia. Also had another upcoming policy with them for Travel in June to Europe for 2 weeks (which is also cancelled). Called to see if they would be offering any sort of Waiver/Refund on obvious "unused" Policy's and was met with a "No, Sorry". Really disappointing as I have been a repeat customer for many years and would have thought that they would be flexible in some respect given the current travel restrictions Worldwide. I guess this will stick in my mind when things return to normal as I travel overseas in the future. Would I use them again...probably not.
1 comment
Anna J.InsureandGo Australia
Hi James, I'm geuinely very sorry about the fact that we weren't able to refund your policy outside of the cooling off period, and I understand this has caused a lot of frustration. In terms of next s... Read more
teps, I would advise you to contact [email protected] with your policy number, and your complaint will be formally lodged and your case will be looked at by our internal disputes resolution team. Again, please accept my apologies for the inconvenience caused here James. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
ramjGold Coast
- 4 reviews
Rip off - won't provide a credit or refund
Yes, we are in the same boat took travel insurance to travel in April 2020, air flights were cancelled by carrier early March 2020 and then the travel ban occurred. We tried contacting the Insure and Go contact centre by phone a number of times and also by email - still no response to an email sent over 3 weeks ago.
Managed to get through by phone and was told I could not get a refund or credit. We've lost all trust and credit ability in the organisation, obviously their not thinking about their customers or their employees. Is our experience a taste of what it would be like if we were to make a n insurance claim?
The organisation needs customers to exist and to keep your employees in a job - rethink your actions!
2 comments
Anna J.InsureandGo Australia
Hi Ramj, I am very sorry that we weren't able to refund or credit your policy, and I also apologise for the delay there was in getting back to you - we have been overwhelmed by the unprecedented volum... Read more
e of claims and enquiries that we've received due to the COVID-19 pandemic. You are able to lodge a formal complaints and have your case reinvestigated by emailing [email protected] with your policy number. Thanks, AnnaThanks Anna. We have sent an email to lodge a formal complaint.
Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
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.
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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