Travel Insurance Reviews

Over the last 3 months, I’ve been trying to get refunded the premium I paid for a policy I couldn’t use due to the COVID-19 PANDEMIC.
I phoned & emailed Insureandgo Sydney on multiple times. They just kept up the reply that my policy was past the 14 days cooling off period & there would be no refund.
After going through all the Insureandgo complaints departments over the past few months with out any success. It’s time to get serious.
I logged into www.afca.org.au & lodged a complaint against Mitsui Sumitomo Insurance Company.
I was appointed a AFCA Case Manager to represent me in my refund claim.
About 7 days later my case manager emailed me a reply, stating the Insureandgo would give me a credit on future travel insurance. I rejected that offer due to the unknown of future overseas travel & my health.
Another 7 days & they’re asking for my bank account details to transfer the full refund .
3 days later the money appears in my account.

I remained committed to getting my unused policy refund due to the Corona Virus Pandemic from Insureandgo (Mitsubishi Sumitomo Insurance Company Limited).
The process started when the Australian Government put a ban on overseas travel.
Insureandgo was very repetitive in their responses with saying that your policy is outside the 14 day cooling off period, which means no refund.
After many phone calls & heaps of emails without any budging from Insureandgo, I decided to take the next step.
I applied online to the free service of Australian Financial Complaints Authority (AFCA) & was appointed a case manager.
The case manager took on Mitsubishi Sumitomo Insurance on my behalf.
Eventually after we had to push a bit harder, the full refund appeared in our bank account.
So the long hard road was rewarded in the end.
Good luck to anyone taking on “INSURE AND GO”

Worst insurance company I’ve ever dealt with. Claims process is arduous and broken. Their Facebook page is full of customer complaints of not being paid or receiving any service or empathy. We were offered a credit note by the overseas hotel we couldn’t get to (there’s a travel ban!) so they will not pay. Worst. Company. Ever.

Do not use Insure and Go they are refusing refunds and when you agree to a credit they kept 25% of our premium for doing nothing except rolling it over until when we can go, they are making extra money from the COVID misfortune of travellers

A company profiteering from Covid 19.
We couldn't travel to Queensland due to the covid 19, I wasn't even after a refund but a change of date to later in the year.
No changes allowed or refunds just a small credit off your next purchase.
Complained and got the same answer.
Don't give this money grabbing company your business Australia!

Do not use this company, if you have a problem they do not want to know you,
won't return calls or emails,
when you do make contact you have to listen to an arrogant representative, that Just plain lies to you

A company that tells you to pursue the airlines and travel agents for refunds and credits,
When they don't offer any type of refund or credit.
Hypocritical

First cruise,had to pay in Dec19 for cruise in July2020 so took insurance same time.Then Covid in March cancelled trip and cancelled Insurance with I & G response bad luck after 14day cool off ...No refunds given no matter what!
Wouldn't even help with info with getting back money from P&O,which after a lot of tooing and froing at least returned 95% after chasing myself, Not this Mob not interested in any reasoning whatsoever, as far as I can see just another gather, crash and disappear with your $!!

Disappointing to say the least. I took out a travel insurance policy on 7/2/20 and was unable to travel due to Covid 19. Not only did InsureandGo refuse to payout on anything issued after 31/1/20 they would not refund or defer the policy to another date making it completely redundant. I had paid for a product as a safeguard which became completely worthless yet they decided to keep the premium. After lodging a complaint this was completely ignored, after which a complaint was lodged with AFCA, after some time a deferral was offered and a subsequent refund however I would not recommend using this company. If you're willing to take receipt for a product you should honour that.

Company refusing to offer full Travel Insurance refunds/deferment/credit notes during the COVID 19 Crisis, only a partial credit, often for less than half of what the initial policy cost. My Expected financial loss will be $2880.53. Other Travel Insurance Companies are doing the right thing, why can’t Insureandgo. Their company seems to be all about profit and very little about customer service or loyalty to long term customers. Do the right thing Insureandgo. The terrible publicity you are receiving is not doing your ratings any good!!

I am a single person who receives the Disability Support Pension, and was going on a once in a lifetime holiday, I chose InsureandGo as they were the cheapest available and covered my many pre-existing illness for a small cost.

Timeline:

I purchased GOLD travel insurance on 16th JAN 2020
I purchased non-refundable accomodation in NOV 2019
Travel ban issued by the PM on 18th March 2020 due to COVID-19
Submitted lawful claim with InsureandGo on 18th March 2020 (all documents)
Submitted complaint with InsureandGo/Mitsui/Mapfree on 27th March 2020
Submitted complaint with AFCA 01st April 2020
Submitted complaint with ACCC 07th April 2020
Rejection letter received from InsureandGo 15th May 2020
Complaint FAST TRACKED by AFCA 26th May 2020

As of 28th of May 2020 - I am still awaiting an outcome (almost 3 months!)

They may as well advertise as - we are InsureandGo, we will take your Insurance Premium and then never deal with you ever again!

Customer service is non-existent, complaints is non-existent.

Thanks to AFCA who I had to wait 10 weeks for who then could action my case,
is the first time I have had contact from anyone human.

Why do consumers have to take avenues like AFCA to receive legitimate lawful accomodation non-refundable cancellation cover? Its DISGRACEFUL

I really do hope that the ACCC come down on them hard or even more so ALL Australian travellers completely abandon this company!!

DO NOT USE InsureandGO / Mitsui / Mapfree - they are a massive worldwide company who are only interested in peoples premiums, nothing else!!
I would hate to be stranded overseas or ill overseas and have to rely on them!!

If I could rate them minus 5 stars I would!!

Submitted a claim for a damaged suitcase on the 1st of March 2020 the day after I returned from Japan. Didn't hear back from them for a couple weeks and then asked a few questions about the information I needed to supply. A week later without answering my questions the claim was denied and was told if I wanted to dispute the decision that I would have to contact the dispute team and that the claims team couldn't help me. After many emails and phone calls (from only me not them) and being told that someone would get back to me time and time again, I'm sitting here 3months later at midnight posting reviews of how this company runs. Will NEVER use them again.