InsureandGo Australia International Travel Insurance Questions & Answers

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

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 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 coronavirus 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

Hi Colin, thanks for reaching out. I can confirm that since your policy was purchased before the 4:00pm 31st January cut off, your polic does not exclude cover for coronavirus related claims. Regarding the cover available if your travel is affected by coronavirus in the ways you have detailed, the information under the heading 'Section C2 - Additional Emergency Expenses', on page 31, of the PDS https://www.insureandgo.com.au/images/ig-ms-pw-ot_tcm1005-157834.pdf (presuming your policy is a one trip policy) is important in your case. The level of benefit varies based on the tier of policy you purchased. I hope this helps. Thanks, Anna

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 insurance 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.

As Husky rightly says, I would strongly encourage you to familiarise yourself with the details of the PDS.

I hope this helped.

Thanks, Anna

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.

Thanks, Anna

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 because 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.

I hope this clarifies the situation, and I apologise for the confusion.

Thanks, Anna

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 days 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.

Thanks, Anna

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 it will be credited to whatever card you used to purchase the policy.

I hope this helps. Thanks, Anna

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 the 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).

Also, when buying your policy, there is an option to reduce your standard excess from $100 (default), to zero, or if you like, you can increase it to $200. This will have an effect on the premium you pay up front. This would also affect the above examples I gave.

I hope this helps. Thanks, Anna

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:
https://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

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.insureandgo.com.au/travel-insurance/cruise-travel-insurance.jsp

Our annual multi trip policy, however, doesn't provide cover for commercial cruises. We define a commercial cruise as: any travel on sea, ocean or river by any commercially operated ship, boat or other sea vessel with scheduled journey time longer than 2 hours.

I hope this helps.

Thanks, Anna

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.

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 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.

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

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 rules. 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, Anna