InsureandGo Australia International Travel Insurance - Gold Questions & Answers
Hi, if im a passenger on a motor bike with my helmet on, am i fully covered with gold polcy?
Hi Robert,
Yes. Under our InsureandGo One Trip policies, we cover you for any unforeseen and accidentally accident/injury you may sustain whilst motorcycling....
Read more Please note that conditions do apply to this cover. Please refer to this page for more information about the conditions - https://support.insureandgo.com.au/hc/en-us/articles/115006551068-Do-you-cover-motorcycling- Please also refer to our Product Disclosure Statement to know more about what is covered - https://www.insureandgo.com.au/policy-wordings/ Please let me know if I can help with anything else. Regards, Thomas
Hello,
On the 29.2.2020 I took out insurance with Insure and Go for a trip to Antarctica in March 2021. The trip was cancelled and we got a voucher. Are we able to get any of the cost of the premium (or a voucher) back given we are not lodging a claim. Thanks. Paula
Hello Paula, thank you for your question. Please email [email protected] and the team will be able to detail your options.
Kind regards,
Ava
Hi, we recently settled a clam And received an amount from insure and go and we received a voucher from a resort with 12 month expiry being March 2021. If at that time we are still unable to leave Australia can we claim that voucher on the insurance? Given it can’t be used? Thanks.
Hi Paula, thanks for you patience with this question. If it turns out that your loss does become irrecoverable as the credit note cannot be used, then you are welcome to reopen your claim. Please bear...
Read more in mind that all of the normal requirements will remain. So for example, you will need to reach out the provider and see if they can extend or refund the credit note first. I hope this helps. Thanks, AnnaWe purchased gold cover last year for a trip to Bali in July. We can claim the difference between the Airline refund and After excess reductions I s about $100. If we don’t make a claim do we have any option of a partial voucher for the cost of the travel insurance?
Hi Paula, I have sent you some further information on an option that you may be eligible for if you choose not to claim, and instead decide to cancel your policy. If you choose to claim, it sounds lik...
Read moree you are eligible to claim (although only the claims team are qualified to give a decision on your claim after considering all details of your claim), but please remember that your standard excess will charge, unless, when you purchased, you chose to reduce your excess to $0. Thanks, Anna
Was just wondering as we have an annual multi trip policy taken on 27 Dec 2022 what credit you are giving if no claims are made .
Hi Wendy, good question. I'll follow up with you via private message to explain an option that may be applicable for you. Thanks, Anna
I was asked to give a review so I did on the bad services I have been given so far. If you don't want people to give a review don't ask!
I purchased a medical cover on the 30 January 2020 to cover me for my trip to USA. The details of the cover have a start date of 06 June 2020 and an end date of 18 June 2020.
As I cannot travel because of government restrictions relating to COVID 19 I have had to cancel my trip. Tickets were provided at no cost so I did not seek travel insurance for them but as I am cancelling the trip prior to departure I am seeking a refund of my medical insurance. Advice I received is that if you haven’t yet started your trip, you may be covered for the Cancellation Costs under our policies sold before 4pm on 31 January 2020 (AEDT). However one of your sales reps advised that I failed to meet the 14 day cooling off period and so not eligible. I find this strange as there is a specific start and end date for the cover and as I cannot travel because of government restrictions after an epidemic then I should be able to get my full payment back.
Hi Peter, I think there has been some confusion here. If you want to cancel your policy and get a full refund of the premium you paid, this will not be possible outside of the 14 day cooling off perio...
Read mored. As a gesture of goodwill, we have recently began to offer partial credits on policies. Please let me know if you want more information on this. However, if you want to make a claim on your policy for costs associated with cancelling your trip before departure, (which, from your comments, it doesn't sound like you want to) it sounds like you are eligible, presuming the policy you purchased features this type of cover. Does this clarify things? Thanks, Anna
Hello Anna J.
This is a contract for the cover of medical expenses that might occur between 06/06/2020 and 18/06/2020 (dates are still in the future). How are you able to enforce the contract when ce...
Hi Peter, I understand your position, but unfortunately, we cannot offer full refunds on policies, I'm sorry. From the moment your policy was purchased, it provided cover, and therefore was being used...
Read more up before the travel dates on your policy. An example of this is the cancellation before departure cover, whereby if you had needed to cancel your trip due to unforeseen injury or illness, you would have been eligible to claim the costs associated with cancellation. This is part of the reason we are unable to provide refunds or 100% credits. If you would be at all open to it, I would like to follow up via private message with some more information about our credits system. Thanks, Anna
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
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 co...
Read morever 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.
We took out insurance cover for our Cruise (GOLD Cruise policy) This was back in 2022, way before COVID-19 was announced or made a pandemic. Our cruise has been cancelled due to the government advising against the travel on non-essential organised gatherings of 500 or more. The cruise would of had over 3,000 people on board. Will your policy cover us or do we have to go to arbitration along the legal road.
I am in the same boat so to speak! Lol hope we can recover funds if not travelling at all good luck Barrie C.
Hi Barrie and Melissa, thanks for reaching out. Our cover for coronavirus hinges on when your policy was purchased. All policies bought after 4:00pm on 31st January 2020 have an exclusion for coronavi...
Read morerus related claims. Barrie, it sounds like you purchased your policy long before this cut off, so your policy has no exclusion for coronavirus related claims. Having said this, we do not cover claims based on change of mind, or fear of travel, and in order to make a claim relating to cancellation on medical grounds, there would need to be a medically valid reason and evidence for this. We published a travel alert that details our position on the coronavirus outbreak, so please read the following as it may be helpful for you: https://www.insureandgo.com.au/travel-alerts/latest_update-global-coronavirus-outbreak.jsp Thanks, Anna
How long after a trip is booked and deposit is paid do you have to organise travel insurance to be covered for cancellation? And are you only covered for costs you paid after this time. Thanks
If you have booked and paid a decent deposit ( not just $100) I usually get insurance straight away in case something happens ( eg illness/ accident). Most holidays are booked 6/12 to a year in advan...
Read morece and a lot of money up front. If you intend to get insurance anyway- get it earlier rather than later because it covers you ( less excess) for all your costs if you meet the criteria. Read the PDS -(50 pages!!) boring but worth the effort. NB - doing 4 trips ( each up to 3 wks )this year but works out cheaper to do one trip policies rather than an annual policy - depends on length / medical issues and age. Do multiple quotes to compare. I also get natural disaster but everyone to their own. Doing x2 long w/e family trips to NZ also but using credit card insurance- mainly to cover hire car - damage excess.Hi Rach, great question, and thanks for your contribution Husky.
Regarding cancellation cover: provided you purchase your travel insurance policy before your travels begin, you can purchase travel in...
Read moresurance at any time before, or after booking your travel (e.g. flights and accomodation). As long as you incur loss, and have a valid claim, you are able to claim the costs of elements of your travel booked before you purchased your policy, and what you booked after you purchased your policy, as long as it is booked before your travel commences.
Hi,
I took out the gold level policy for USA single trip and selected $0 excess. Seemed like a wise idea since it was a 54 day holiday with a hire car and a lot an happen.
It was not until I read the PDS in great detail that I noticed wording of page 36, point 7. “ In no event shall coverage be provided when you rent a vehicle beyond 35 consecutive days. “
I was concerned so emailed to ask if I was at least covered for the first 35 days of my 54 day hire.
I also phoned and was told (after the girl checked with a manager) that I would be covered for the first 35 days. I was still concerned on the wording so asked if they could email me that and just double check.. she asked another manager who informed her of a different answer.. anyone who hires a car for 36 days or more has NO rental insurance excess cover at all.
I am waiting for the email response but was quite shocked at the 2 version I was given, and could have easily either not noticed the clause, or believed the first response on the phone saying I was covered for the first 35 days.
Hi Triky, thanks for the question.
To ensure you get the right answer, I have escalated your question and will respond as soon as I have a defnite answer for you....
Read more Thanks, Anna
Thanks Anna,
Unfortunately I have received an email response to the same question I posed here....
Read moreThe response was anything but helpful as all it did was repeat the part of the PDS that I cited and did not even attempt to answer my question as to if I have any rental car excess coverage for the first 35 days if my car hire is greater than that. It’s shown below. Mapfre Assistance Australia Team 2 (InsureandGo Australia) 1 Mar., 11:10 pm AEDT Dear Michael, I hope this email finds you well. Please be advise that upon checking with your policy MS/IG/301430/xxxxxxx on your Product Disclosure Statement under Section L: ... {It then went on to show the exact same quote I used for my question} So far I have had 3 responses to a basic yes/no question on rental coverage for car hire longer than 35 days.. Yes, I am covered for the first 35 days No, I am not covered for any of the period (not even the first 35 days) And No response to the question at all. I an only assume that this avoiding technique means the answer is No, there is no cover for the first 35 days of car rental if I rent it for any period longer than 35 days.I would not recommend this policy to anyone who intends to hire a car for 36 days or more as it’s basically useless for the rental excess cover. Feel free to have your senior representative to respond.Hi Triky,
I can confirm unequivocally, that you are covered for the first 35 days of your car hire, and after that, you just stop being covered. The statement that you would not be covered at all be...
Read morecause you intend to drive your hire car for longer than 35 days is not true. I have passed your feedback on to the relevant people so that appropriate action (e.g. training) can be taken to ensure this mistake is not made in future.
what does AMT 60 days mean? I can only travel 60 days? can only stay in one country 60 days? Malaysia has 90 day visa, Georgia up to 1 year visa
Hi David, good question.
Our annual multi trip policies provide cover for multiple trips taken within a 12 month period, but the maximum length of each individual trip is 60 days on the Gold AMT 60 d...
Read moreays policy you mentioned. This means, visa permitting, you can stay in Malaysia for up to 60 days, then travel to Georgia for up to 60 days, and travel to other countries within the 12 month period for which you buy the policy, but each individual trip cannot exceed 60 days. I hope this clarifies things.
If a decide to cancel my policy within the 14 day cooling off period when can l expect to see the refund and will it be credited into the credit card acct from which the premium was paid?
Hi Sharon, good question.
Your refund would be processed immediately, as soon as you cancel the policy. The only delay is the time taken to be processed by your bank. Usually this takes 1-3 days, and...
Read more it will be credited to whatever card you used to purchase the policy.
Thank you Anna,
Another question re claiming and excesses, if say I had a medical emergency that caused us to be unable to fly regarding excesses as I understand it we would be charged per person so;...
Hi Sharon,
Yes, you have understood that correctly. Presuming you opt for the standard excess of $100, it is charged per person, per section of the cover. If 2 people are claiming under 1 section of ...
Read morethe policy, the total payable excess for both people is $200, or $100 per person (2 people * $100). If 2 people both claim under 2 different sections of the policy, then the total payable excess is $400, or $200 per person (2 people * 2 sections * $100).
I have taken out Gold (single trip) travel insurance with InsureandGo for travel to Japan on a skiing holiday, including the optional snow/ski package. Where can I find the details regarding my snow coverage?
Hi Vik, good question, thanks for getting in touch.
The cover provided by your Winter Sports add-on can be found in the below PDS:...
Read morehttps://www.insureandgo.com.au/images/ig-ms-pw-ot_tcm1005-157834.pdf Specifically, you will find winter sports information on Section O (Page 37-40) and Page 46. Generally speaking, the above pages detail the following sections of the add-on cover: winter sports equipment, winter sports equipment hire, lift pass, ski pack, piste closure, avalanche cover. Medically, the add-on provides unlimited overseas medical expenses for a range of skiing and snowboarding activities, including normal recreational skiing and snowboarding, cross-country skiing, glacier skiing, recreational ice hockey, ice skating, snowmobiling, and tobogganing. So if you are injured doing any of the above, you are covered. I hope this helps. Thanks, Anna
Does this annual Multi -trip automatically cover cruises
Hi Mary-Anne, thanks for reaching out.
We offer a cruise specific policy that has coverage more specific to cruise needs (missed port, cabin confinement and more). You can learn more at: https://www...
Read more.insureandgo.com.au/travel-insurance/cruise-travel-insurance.jsp
Hello, I will be traveling with my sister, who has just had double mastectomy. Has anyone made any claims for this company?
Hi Wendy yes we had to make a claim whilst in Japan. My wife a double lung transplantee was diagnosed with bronchitis and pneumonia .We had 10 days in a Japanese hospital Insure and Go were great . ...
Read moreMake sure you tell them everything about your sisters condition when you enquire. They seem to be very cooperative dealing with pre existing conditions .They settled the hospital accounts directly with the hospitals, there were two,and reimbursed our out of pocket expenses including additional air fares, taxi, additional accommodation and food .They even appointed a local agent to assist in translation and negotiation .I hope you don’t need it but don’t travel with out it and Insure and Go are one I would recommend Alan
I have read there are various discounts offered when taking out a policy. The cover is for my 86 year old mum. I have also read in the reviews that on occasion claiming for cancelling of a trip is not covered, can you advise why this would be?
Hi DonnyDo, thanks for reaching out.
Yes, we do sometimes run campaigns where we will provide a discount, although the offer will vary, and discount campaigns run at different times and across different channels. ...
Read more Regarding cancellation cover: it is available on Silver and Gold policies only, so purchasing a Bare Essentials would mean you are not covered for cancellation. Furthermore, as with any insurance product, there are also conditions that apply to the cover. For example, you will not be covered for cancellation due to: changing your mind, if you could not travel due to failure to obtain a passport or visa, or if you failed to check in according to your itinerary. This list is by no means exhaustive - there are other conditions and exclusions you should definitely be aware of. I strongly advise you to familiarise yourself with any and all situations where cancellation cover does not apply: please see Section A (page 19-20) of the PDS, which you can review here: https://www.insureandgo.com.au/images/ig-ms-pw-ot_tcm1005-157834.pdf. I hope this helps. Thanks, Anna
Hi,
I am about to go on a long holiday (19 oct 19 to 4 jan 20) and this is the background of events to assist with my questions:
Adelaide to -
Uk,
Norway,
Denmark,
Germany,
Austria,
Czech Republic,
Spain
In Spain join princess cruise ship for 14 days (cruise No 1 of 3)
(Spain to Fort Lauderdale USA)
Join cruise ship number No 2 for 7 days
(Caribbean area)
Off cruise ship and two days in Orlando
Then Join cruise ship No 3 for 10 days
(Panama canal/ northern Caribbean area)
Return to USA Fort Lauderdale
Head to:
Washington 5 days
New York 5 days
Fly home to Adelaide
Total days away 63
A family of four (55, 46, 17, 8 - years old) however the 17yr old is on student exchange in Denmark and we pick him up early November and he completes the remainder of the trip with us.
Adventure activity:
During the trip I would be scuba diving (I am certified PADI Rescue level) and will only be diving with authorised and licenced scuba companies, completing about 12 dives max during the trip.
In light of the background I provided:
is my scuba diving covered? (If yes, what is covered)
Is the 17 year old covered, even though a student in Denmark (and joining our trip from Europe)?
How much would a policy cost for this type of trip?
Your feedback would be appreciated,
Cheers,
Michael
Hi Michael, thanks for reaching out. That sounds like an amazing trip!
Regarding scuba diving: yes, you are covered, as long as you don't dive alone, or deeper than 30 metres....
Read more Unfortunately, since your 17 year old has already left Australia, he would not be covered by a policy purchased from us. I would recommend you arrange travel insurance with a local provider in Denmark for him. Also, regrettably, I'm not able to provide quotes, as there are too many other variables that will determine the cost of a policy, and so a price I give would likely be inaccurate. I would definitely recommend you call our team in Sydney and get a quote quickly. If you call 1300 401 177 and explain your situation, you will get an accurate price over the phone, it won't take long and you can purchase immediately if you are happy with the price. I hope this helps. Thanks, Anna
Rental car excess cover is $4000. Why is it limited to a 15 day cover? Why are there inconsistencies in Insureandgo promotional and policy documentation. Why can't one contact Insureandgo via email on either [email protected] and [email protected]?
Hi Theo, thanks for the questions. I can confirm that the rental car excess is limited to 15 days. There are many factors that determine aspects of our Product but this is mainly due to underwriting r...
Read moreules. I'm not aware of any inconsistencies in the PDS or promotional material - if you can find any inconsistencies, please let me know where and I will raise them with the right people. You are more than welcome to contact either email address - they just have different purposes: [email protected] is to be used if you need assistance on your travels, whereas [email protected] is more service based. For example, it should be used for pre and post sales enquiries. You can also contact us on 1300 401 177 from 9am to 7pm (Monday to Thursday), 9am to 6pm (Friday) and 9am to 5pm on Saturdays (AEST). I hope this helps. Thanks, AnnaGet an answer from our members and InsureandGo Australia representatives
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