- Overall
2.7Overall
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Value for Money
1Value for Money
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Customer Experience
1Customer Experience
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Claims Experience
6Claims Experience
No help at all.
We have used Insure & Go on previous trips overseas although this was the first time we have claimed. Like any insurance policy you only get to find out how good it is when you need it. Unfortunately our experience with Insure & Go was frustrating at best & unprofessional at worst. My wife badly broke her leg in Japan & we needed assistance to fly back to Australia (wheel chair & flight upgrade). Despite numerous phone calls/emails (20+) to the emergency call centre (MAFRE - in the Phillipines) we were unable to get much or any assistance at all. They could not even organise a wheel chair & everytime we sort assistance from them they always had to refer the matter back to their "management team" - this was very time consuming & it just seemed to be a delaying tactic. We only got any help at all once we got angry. In the end, I had to tell the call centre to stop ringing me unless they were going to give us support - they were only making the situation worse. Luckily we had sufficient resources ourselves to pay for the extra expenses upfront ($7,000) & we were able to organise the trip back to Australia. It actually got much easier once Insure & Go stopped helping us. We eventually got re-imbursed from them 12 working days after our claim was lodged although we had to ring them up a couple of times & eventually asked to speak to a supervisor (in Australia) before our claim got any traction. If you are going to insure with this company, make sure you have the financial resources yourself to get home in an emergency because you are in for a long wait if you are relying on them to get you home.
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