• Hi Laurel, unfortunately, I can confirm that we cannot offer full refunds or full credits, since your policy provides cover from the moment it is purchased, and therefore, unlike flights and accommodation, it is being used before your travel dates. I would encourage you to email [email protected] to explore any options that may be available to you. Thanks, Anna
    Reply from InsureandGo representative
  • Well that's rubbish because if l went on a holiday the day after I took out my insurance, you guys would say I'm not covered and that I'm only covered for the travel dates on my policy
    Reply from Laurel Troutbeck-King
  • Hi Laurel, I think there is a misunderstanding here. The cover that you get before your travel dates is for cancellation before departure. So if you bought a policy the day before you travelled, and during that time you had to cancel your entire trip due to unforeseen illness of injury, you would be eligible to claim. Thanks, Anna
    Reply from InsureandGo representative
  • And that's exactly what I did, brought policy September 2019 put claim in March 2020to cancel
    And yes I had Gold insurance for cancellations.
    Claim denied
    Reply from Laurel Troutbeck-King
  • Hi Laurel, I'm sorry, but in that case, it sounds like your claim may have been denied because you were offered a credit or refund that didn't leave you out of pocket, it's very difficult for me to tell, as I can't seem your claim details, and can only give general advice. Unfortunately, I can't be more specific about the reason for your claim denial, as I'm not part of the claims team and not privy to all of the details of your case. As a next step, I would recommend you contact [email protected] to officially lodge your complaint, and have your case assessed. Thanks, Anna
    Reply from InsureandGo representative
  • Insure and go need to be investigated by the ACCC
    Reply from Adam Watts