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Reviews

3.7

303 reviews
5
(148)
4
(71)
3
(6)
2
(10)
1
(68)
  • Value for Money
    3.8 (262)
  • Transparency
    3.6 (238)
  • Customer Service
    3.6 (233)
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Rvee

RveeGreater Melbourne (Metropolitan), VIC

What A Joke Of A Company - Do Not Waste Your Money

published
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
jacqui

jacqui

  • 4 reviews

Come on insureandgo, what rights do you have to just keep peoples money who have not commenced their travel.

published
Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Pauline

PaulineSouth Australia

Pauline

published

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.

DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Pauline
Pauline

Thank you Anna I have done what you have advised

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Stephanie B.

Stephanie B.

  • 2 reviews

Do Not purchase insurance from Insure & Go

published

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!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Stephanie B.
Stephanie B.
Jason

JasonSouth East Queensland, QLD

  • 4 reviews

Absolute Thieves!!!

published

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 !!!!

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Bob M

Bob MHunter Region, NSW

Total Rip Off

published
Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Gail

GailMetropolitan Adelaide, SA

  • 2 reviews

Rip off merchants!!!! Do not book insurance with Insure and go.

published
Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time2-4 weeks
Claim ApprovedYes
Insurance Cover ForAdult and Child
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Helen R.

Helen R.

  • 3 reviews

What a Bunch of Pirates!!!

published

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! :(

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Pamela G

Pamela GGreater Melbourne (Metropolitan), VIC

  • 8 reviews

Never use and take this further..Rip Off .

published

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

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
8 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Pamela G
Pamela G

Well 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??

Pamela G
Pamela G
Travel Insurance

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Dennis

DennisSouth West, WA

Ripped Off.

published

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.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Moira

MoiraCanberra Central 2601, ACT

Won’t pay out on death of mother

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeYes
Type of ClaimMedical and Other
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Steven K.

Steven K.Central, SA

Insure and Grab. I assure you I am gone. Absolute rip-off during global pandemic.

published

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.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Steven K.
Steven K.
Julia

JuliaCentral Highlands and Goldfields, VIC

Purchased a policy that's now worthless & no hint of a refund/credit.

published

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.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Julia
Julia

Thanks 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!!!

Ange

AngeGreater Melbourne (Metropolitan), VIC

no refund even though we are not allowed to travel!

published

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!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimOther
Claim DateMarch 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
James

JamesAustralian Capital Territory

  • 12 reviews

Really Disappointing - Been Using them for Years..!

published

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.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia
Travel Insurance

Find out how InsureandGo Australia International Travel Insurance - Gold (Single Trip) compares to other Travel Insurance

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Steve

StevePerth, WA

  • 6 reviews

3 months and still waiting for claim

published
Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimCar/Rental Hire Excess, Lost/Stolen Property and Travel Delays/Cancellations
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
InsureandGo Australia
Anna J.InsureandGo Australia

These people are theives

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Phil
Phil
Leonie

LeoniePerth

  • 2 reviews

Will never buy from them again

published
Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
5 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Leonie
Leonie

Anna 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.

InsureandGo Australia
Anna J.InsureandGo Australia
Paul L.

Paul L.South East Queensland, QLD

Robbed

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
2 comments
InsureandGo Australia
Anna J.InsureandGo Australia
Paul L.
Paul L.

It 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.

Outrageous

published

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

Transparency
Customer Service
Value for Money
DestinationAfrica
Claim MadeNo
Insurance Cover ForSenior
See all answers
6 comments
InsureandGo Australia
Anna J.InsureandGo Australia
jbs
jbs
jbs
jbs

About time you changed the copy and paste automatic response to poor reviews Anna.

Page 1 of 16
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Questions & Answers

Rach

Rachasked

International Travel Insurance - Gold (Single Trip)

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
Husky
Husky

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.

InsureandGo Australia
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

Triky

Trikyasked

International Travel Insurance - Gold (Single Trip)

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
InsureandGo Australia
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

Triky
Triky

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.

InsureandGo Australia
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 S

Vik Sasked

International Travel Insurance - Gold (Single Trip)

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
Peter
Peter

Sorry - cannot help

InsureandGo Australia
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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