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RveeGreater Melbourne (Metropolitan), VIC
What A Joke Of A Company - Do Not Waste Your Money
Absolute Joke Of A Company
Had to cancel my holiday come early March not due to COVID-19 but rather an immediate family member passing so reached out to InsurenGo, the provider we chose to go with, to process my claim of a cancellation before departure which falls under the Sections of Cover we are entitled to claim under: Section A (Cancelling your trip before departure) clause a. (Page 18-19).
With a very lengthy and vigorous process to follow, they give you 30 days to comply with and send all the supporting evidence within that time and ...Read more
through Registered Post. Doing everything from my end including paying for a doctor consultation to fill out details around the death of my family member, printing everything required, photo copying all our personal information documents ensuring all supporting details were there whilst grieving a dear loss, we did abide by the rules put forward and sent everything across including paid for Express posting. Every step of the way from our end with any updates, I was consistent with communication and even shared all receipts and necessary factors via email so that their team would be up to date with the claim process. No responses at all until it got to about my 7th email to understand where things were, if they received my papers, what the current status was and all.Similar opinion? Write a review on ieatwords.com.au!
jacqui
- 4 reviews
Come on insureandgo, what rights do you have to just keep peoples money who have not commenced their travel.
It is going to be very interesting to see what happens to all these companies after the Corona Virus goes. We have taken out a policy with you and had the flight cancelled and we have not commenced our trip and we do not intend to make a claim. Of course it is out of the 14 days cooling off period we purchased it in 2022 and the flights were cancelled 2 weeks ago. You have no rights to keep peoples money if they have not even gone on their holiday. I have seen so much disappointment and let down from people in regards to Travel due to the Cor...Read more
ona Virus. One thing to remember is that all these companies need customers to survive, and judging by all the reviews a lot people will reconsider who they book with in the future. Come on at least do the right thing and put the Insurance in Credit for future Travel for those who have not commenced their travel yet. MS-IG-304130-24269182.
1 comment
Similar opinion? Write a review on ieatwords.com.au!
PaulineSouth Australia
Pauline
Because of the Corona Virus and cannot travel I rang Insure to Go to postpone my policy and just hold a credit until next year, but told no credit given. They would cancel the policy. I think this is unfair and disgusting that they just keep your money. Everybody else has given credits to be used in the future.
2 comments
Anna J.InsureandGo Australia
Hi Pauline, I'm sorry we weren't able to accomodate a credit for, or change of date on your policy. I would advise you to contact [email protected] with your policy number, and our interna... Read more
l disputes resolution team will lodge your complaint formally and investigate your case. Thanks, Anna
Thank you Anna I have done what you have advised
Similar opinion? Write a review on ieatwords.com.au!
Find out how InsureandGo Australia International Travel Insurance - Gold (Single Trip) compares to other Travel Insurance
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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
ThanksSimilar opinion? Write a review on ieatwords.com.au!
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!
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!
Find out how InsureandGo Australia International Travel Insurance - Gold (Single Trip) compares to other Travel Insurance
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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!
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!
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!!!
Similar opinion? Write a review on ieatwords.com.au!
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!
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!
Find out how InsureandGo Australia International Travel Insurance - Gold (Single Trip) compares to other Travel Insurance
Know better, choose better.
StevePerth, WA
- 6 reviews
- International Travel Insurance - Gold (Single Trip)
- Verified customer
3 months and still waiting for claim
Worst company I have ever dealt with if you are googling companies to use don't even think about this one just edit out and move on,
My claim process has lasted 3 months and is still going, they take 15 days to reply to your emails and you can't get hold of them on your phone just a generic call centre who say they will pass on the message, my claims officer [name removed] has copy pasted the same email 3 times over 1 month, so not only does it take 15 days for a reply when I finally do it's just a copy paste of the last one, I'll be taking thi...Read more
1 comment
Anna J.InsureandGo Australia
Hi Steve, I'm truly sorry if our response times have not been what they usually are - generally speaking we update you on your claim every 10 business days. Our staff have been overwhelmed by the unpr... Read more
ecedented volume of enquiries and calls due to COVID-19. If you want to take this further, please contact [email protected] with your policy number so that your complaint can be formally lodged, and your case can be investigated. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
These people are theives
We now cannot travel (Corona) but Insureandgo won't refund or credit the money we have paid for a policy we can't use. Customer service is non existant. Tried phone, email and FB messaging but just get no help.
2 comments
Anna J.InsureandGo Australia
Hi Phil, I'm sorry but we've been overwhelmed by an unprecedented volume of enquiries and calls, and we're doing everything we can to get back to our customers in a timely manner. Regarding your reque... Read more
st for a refund or credit, I am truly sorry we couldn't help you with this. I would recommend you contact [email protected] with your policy number so that your complaint can be formally lodged, and your case can be investigated. Thanks, AnnaAnna, I have contacted complaints@insureandgo SEVERAL times with policy number. No reply and no help. The reason you are getting an unprecedented volume of calls is because of your cruel theft of moni... Read more
es from policy holders that you have NO intention of insuring. You have taken our money, we cannot travel so there is nothing to insure. Pay back the money like other companies are doing.Similar opinion? Write a review on ieatwords.com.au!
LeoniePerth
- 2 reviews
Will never buy from them again
Shocking. We bought insurance for our 7 week trip to Europe than we are not allowed to go on due to Covid19 and they will not hold, move, credit or refund.
Our daughter also bought a policy.
We had complimentary insurance with our credit card but weren’t sure that would be reliable so we did not need to buy this policy.
I have appealed and never got a response.
They took my $515 and my daughters $$421 but now can not provide the service that we paid for.
I hear other companies have credited. But not insureandgo.
They are clearly very greedy an...Read more
5 comments
Anna J.InsureandGo Australia
Hi Leonie, I truly am sorry that we couldn't accomodate your request for a refund or credit for you policy. I would advise you to contact [email protected] with your policy number so that ... Read more
your complaint can be formally lodged, and your case can be investigated. Thanks, AnnaAnna what did you not understand about my comment when I said that I had appealed and never got a response?
So you said to email complaints to appeal....I did and never got a response.
Anna J.InsureandGo Australia
Hi Leonie, I'm afraid that is the avenue available to you for complaints. The COVID-19 pandemic has meant that our response times have been delayed due to an unprecedented number of calls and enquirie... Read more
s. We are doing what we can to get back to customers as soon as possible. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Paul L.South East Queensland, QLD
Robbed
WOW! How can a company like this simply pocket your money and be so totally callous as to not even agree to a credit or a date change during a event like we are currently going through. This is a very narrow minded approach to business robbing people once but after 6 policies with them i will head straight to their opposition regardless if they are more expensive. I urge everyone considering Insure and Go to simply Go elsewhere. So much for we are all in this together.
2 comments
Anna J.InsureandGo Australia
Hi Paul, I'm genuinely sorry we weren't able to accomodate your request for a refund or change of dates on your policy. I would recommend you contact [email protected] with your policy num... Read more
ber so that your complaint can be formally lodged, and your case can be investigated. Thanks, AnnaIt has been lodged to that email. And like your generic insincere apology i hold little hope of a positive outcome. The damage to your company can be reversed by simply offering a credit without this having to jump through hoops.
Similar opinion? Write a review on ieatwords.com.au!
Outrageous
So here we have a company prepared to grab money for a policy they will not honour or provide a service for. Would prefer to give this mob zero stars if possible. Outright rejection with a standard reply from an unfortunate front line employee. The company has no clues, nor interest in their customers at this most difficult time. Everything you thought about insurance companies but far worse. Avoid. Avoid. Avoid
6 comments
Anna J.InsureandGo Australia
Hi JBS, I'm truly sorry that we weren't able to accomodate you, and I would definitely recommend you contact [email protected] with your policy number, so that your complaint can be formal... Read more
ly lodged and your case can be investigated. Thanks, AnnaAnna. I understand your position but feel your company is not supporting you in your role or its customers at the moment. People will vote with their wallets. In my opinion, if Insureandgo's reputati... Read more
on has not already been trashed it soon will be. Its response to date is an utter disaster from a public relations point of view and is something the business will struggle to ever recover from. This is another AMP.About time you changed the copy and paste automatic response to poor reviews Anna.
Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Rachasked
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
2 answers
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 advance 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.
Anna J.InsureandGo Australia
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
Trikyasked
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.
5 answers
Anna J.InsureandGo Australia
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
Thanks Anna,
Unfortunately I have received an email response to the same question I posed here.
The 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.
Anna J.InsureandGo Australia
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
Vik Sasked
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?
2 answers
Sorry - cannot help
Anna J.InsureandGo Australia
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
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Anna J.InsureandGo Australia
Hi Jacqui, I am genuinely sorry that we weren't able to accomodate sister with a refund, and I understand the frustration it has caused. I would recommend, in terms of next steps, that she lodge a com... Read more
plaint formally by emailing [email protected] with her policy number. This will also trigger an investigation of her case by our disputes resolution team. Again, my apologies. Anna