• Hi Carole, thanks for reaching out, and I'm truly sorry about the negative experience you've had. I am working with claims to try and identify you on our system so that I can further investigate your case. Please bear with me while I try to find it. I will update you tomorrow. Thanks, Anna
    Reply from InsureandGo representative
  • Hi Carole, just updating you that I have been in touch with the claims team, they have identified you, and they are investigating. I will update you when I have further information. Thanks, Anna
    Reply from InsureandGo representative
  • Thank you and I will await the outcome. I was advised by a lawyer to approach the Insurance ombudsman who may be of help but will see what eventuates now.
    Reply from Carole Blackman
  • Hi Carole, thanks for your patience, I've escalated this with the claims team to get a response as soon as possible for you, and I will update you here when I'm given more information. Thanks, Anna
    Reply from InsureandGo representative
  • Hi Carole, I have just had an update on your case. From the transcript, I can confirm what you've already detailed: that you and our agent agreed that you were able to go out purchase new clothes up to the value of $750, there and then, as your clothes were delayed as part of your baggage delay. However, after this, there was no further communication regarding your decision not to utilise this $750 to replace items you didn't have due to the delay. The result was that when your returned home, there were no claimable expenses associated with your baggage delay claim. Regarding the claim for lost belongings on your return, again I can confirm what you've already said. As a next step, I would strongly recommend you email [email protected] with your claim number, and a team that is independent of claims will review your case. I strong advise you to include any proof of ownership you may have for your items. I cannot comment on whether it will change the outcome of the claim, but including forms of proof like bank/credit card statements would help you to establish ownership. I hope this helps. Thanks, Anna
    Reply from InsureandGo representative
  • Hi Carole, I have just had an update on your case. From the transcript, I can confirm what you've already detailed: that you and our agent agreed that you were able to go out purchase new clothes up to the value of $750, there and then, as your clothes were delayed as part of your baggage delay. However, after this, there was no further communication regarding your decision not to utilise this $750 to replace items you didn't have due to the delay. The result was that when your returned home, there were no claimable expenses associated with your baggage delay claim. Regarding the claim for lost belongings on your return, again I can confirm what you've already said. As a next step, I would strongly recommend you email [email protected] with your claim number, and a team that is independent of claims will review your case. I strong advise you to include any proof of ownership you may have for your items. I cannot comment on whether it will change the outcome of the claim, but including forms of proof like bank/credit card statements would help you to establish ownership. I hope this helps. Thanks, Anna
    Reply from InsureandGo representative
  • Thank you Anna but I beg to differ I did fill in the form yet again that I had decided to forego buying replacement clothes whilst in Santiago due to the situation there regarding civil unrest and once again the team did not read or understand the notification from me. It's useless to keep on repeating what I already had told them over and over again as they (in the Philiipines) did not or could not comprehend what I was trying to convey. I understand as ever time I rang someone else came on the line and I had to go over the whole episode of what had happened. I have sent photos of what I was wearing whilst I was away in Colombia and Bogota but what that proves I don't know. I
    Reply from Carole Blackman
  • Hi Carole, thanks for letting me know. I will advise the internal dispure resolution team that they should look for that contact from your advising that you could not purchase replacement items in Santiago. I can't comment on whether it will impact the outcome of your claim though. Also, even in light of your recent comments, which I have communicated in their entirety to the disputes team, you will still need to email them in order to start the process of reviewing your case. I also still recommend that you provide any other proof of ownership for your items when you email [email protected] with your claim number. I hope this helps. Thanks, Anna
    Reply from InsureandGo representative
  • Thanks Anna but 3 months should be enough time to settle this claim so it's going to the ombudsmen I've run out of patience .
    Reply from Carole Blackman
  • Dealing with ombudsman
    Thanks.
    Reply from Carole Blackman