• Hi there, thanks for getting in touch.

    Regarding the travel alert statement: “If you bought your policy after 4:00pm AEST on 31st January 2020, you will not be covered for claims related to the Coronavirus (2019-nCoV). It would be expected the policy was entered into with awareness of the virus and its developments." This was first released on our website at 4:07pm AEST on 31st January, as can be seen in the link: https://www.insureandgo.com.au/travel-alerts/global-coronavirus-outbreak.jsp. It seems the particular travel alert you read was an update that was published later as there was further impact in our customers travel plans. However, the first update of information and cut-off for coverage was published first on the 31st of January.

    We encourage all customers to read our travel alerts, and we aim to make the travel alerts bar very visible. It has been placed at the top of every page from which you can get a quote, just below the top menu.

    Thanks, Anna
    Reply from InsureandGo representative
  • Hello Anna,

    This notice and only this statement "Cover for China is not currently available due to DFAT Travel Advice" was printed at the top of the screen, this notice "Cover for novel coronavirus (Covid-19) is not available" was not on the day (8th Feb)I took out my policy.

    I read the statement regarding China and if the subsequent statement regarding "Cover for novel coronavirus (Covid-19) is not available" (across all destinations I assume) was there I would have undertaken further investigation of other policies.

    Regards, John
    Reply from John Beaton
  • I spoke to someone earlier on the online chat and he told me they are covering the virus as long as the policy is purchased before the FCO changes a recommendation against flying to the country
    Reply from Justine Lacey
  • Hi John, I wasn't referring to the text in the top bar, I was referring to the travel alert posted at 4:07pm AEST, on 31st January 2020. This contained the statement "If you bought your policy after 4:00pm AEST on 31st January 2020, you will not be covered for claims related to the Coronavirus (2019-nCoV). It would be expected a policy was entered into with awareness of the virus and its developments." Thanks, Anna
    Reply from InsureandGo representative
  • Hi John, apologies for not including the link to what I was referring to in my previous message, it may have been confusing.

    The post I was referring to can be seen on the travel alerts index page, here:
    https://www.insureandgo.com.au/travel-alerts.jsp

    Which is linked to from the visible orange bar at the top of website pages. The text you quoted may not have been there, but the link to allow you to see all travel alerts has always been there.

    Thanks, Anna
    Reply from InsureandGo representative
  • Hi John
    I'm also in the same situation as you.
    My policy premium was $1,475
    Would you like to join a refund class action against Insureandgo?
    They can't get away with keeping our money for a policy we can't use.
    Reply from Paul
  • We took out the policy before 31/1/2020 and still InsureandGo will not honour our claim or get back to us. Totally dissatisfied.
    Clara
    Reply from Clara Folcarelli