Forget this insurance if you need to make a claim!

After being a loyal customer for 4 years, countless trips and not a single claim - I finally needed to make a claim. I had always purchased the Gold plan, so felt comfortable with my claim because it includes lost items.

On a flight back from the US, and in my tired state, I left my laptop in the seatback pocket. Of course, the airline couldn't find it, so I had no choice but to make a claim as I need the laptop to run my own business.

I completed the online claim form to start the process but the claim process isn't simple. Firstly, I had to submit a 'Repair report' before I submitted my claim, which was a challenge because I couldn't send my lost laptop to be repaired.... because it was lost!

After my claim was submitted I had to wait 10 business days. During that time, I received no update. After I emailed to ask for an update I was told the claim would be processed within 5 days (that's 13 business days not 10). I thought great!

5 days later I received an emailing saying my claim had been.... rejected. The response went into great detail about why it wasn't approved. So, the claims team had spent 13 business days scouring through the conditions of the policy to see where I couldn't be covered. All for a claim that was under $2,000.

The lesson? It would have been better to save the money I had spent on travel insurance to pay for a replacement laptop. I shudder to think of what would happen if I had an emergency or a high dollar-value claim. Good luck with that!

I could have lodged an appeal but the reality is they wouldn't have changed their decision and it would only have been a further waste of my time.

If I do get a response from InsureAndGo, they will likely send a standard response about how they go to great lengths to explain the conditions of the insurance (Note: Not sure about the 'great lengths' part as they simply sent me a link to their PDS). The reality is the things they say you're covered for... probably aren't covered, or they will go to great lengths to find reasons for why your claim won't be paid.

I'll be looking for a different travel insurance provider as InsureAndGo has made me 'InsureAndStop'. I'd encourage you to do the same!

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