Claims not paid

I have insured with Insure & Go several times. It's very easy to take out a policy and very cost competitive, BUT trying to get a claim paid is another matter. I took out a domestic policy specifically as it highlighted COVID cover. Unfortunately, my husband caught COVID on the way to Perth by train, so we were immediately locked in our hotel room for 7 days, unable to take any tours we had booked, thus missing our holiday entirely. I rang Insure & Go and was told we had a valid claim. I then commenced the arduous task of completing forms, uploading documents, speaking with many different staff. Because we had prepaid our accommodation, their argument was that we weren't out of pocket. Of course we were - being locked in a hotel room is not a holiday - we had to pay for another 7 nights accommodation elsewhere to get a holiday later. They also wouldn't pay airline charges for changing flight dates either, as Insure & Go doesn't cover losses if a travel company cancels a tour due to government policies - in our case, the COVID lockdown in Western Australia..... even though Insure & Go specifically advertised we were "covered for COVID". There are so many exclusions in their policies, I would definitely not recommend them. After 9 hours of work over a three month period, my claim was rejected. Also, a few years ago I insured with them for a trip to India - that time, again after many hours preparing my claim for $1,500, it was rejected due to a clause stating that a domestic flight has to be more than 24 hours late (!!) before the claim is valid. (Our domestic Indian flight was three hours late, thereby missing our connecting flight to join a tour, so in that case we were definitely out of pocket. I would think a 5 star rating should only be given if you have had a claim paid fairly, not just that the policy was easy to take out and the staff are friendly. With so many loopholes in the policy, I couldn't possibly recommend this to anyone.

Did you like or dislike this review?