InsureandGo - Don't Make a Claim

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InsureandGo

• 

  Ocker on 01/08/2019 - 18:45

  +1

  Afraid I fail to see what difference it would make whether making a claim under an OB deal policy, or just a normally purchased policy?
  I doubt they are making life difficult for you because of the price you paid for the policy, more likely you have been deficient in supplying the proper supporting documentation for your claim.

  • 

    outlander on 01/08/2019 - 20:18

    +2

    I doubt they are making life difficult for you because of the price you paid for the policy, more likely you have been deficient in supplying the proper supporting documentation for your claim.

    Well I have doubt in your ability to calculate likelihoods. It seems like pretty standard practice to me. Insurance companies are there to make money, and you don't make money by paying out on policies if you can avoid it. By throwing up whatever legal roadblocks they can, they delay the process, and increase the chances of the claimant giving up on it.

  • 

    cv05 on 02/08/2019 - 07:57

    My intention wasn't to blame it on an OB deal at all, the code used was a Groupon code so there would have been no correlation from their end. I mentioned that more for any ozbargainers that might come across any future deals.

• 

  Baysew on 01/08/2019 - 19:12

  +2

  What are some of the examples of the document requests?

  • 

    Ocker on 01/08/2019 - 19:29

    +2

    OP does not have time to reply to the responses as they are too busy paintbrushing documents to support their claim. NB - it ain't gonna work!~!

• 

  Randxyz123 on 01/08/2019 - 19:47

  +3

  Can you be more specific about what they're asking for? What is your excess? They might be checking to see you aren't trying to commit fraud. Claiming for a $200 screen replacement when the excess $250 or whatever it might be could set off alarm bells.

  Not that I'm saying you would. Maybe we can help you provide what they need?

  • 

    cv05 on 02/08/2019 - 07:58

    Thanks, I just put a post below, but the excess was $0.

• 

  cynicalmike on 01/08/2019 - 21:37

  +3

  if it helps (probably doesn't). i made a claim with them last year for an x-ray and ct scan for a broken arm in south america and i submitted all the requested documentation when i returned (i think they didn't even ask for the images) and i got a few follow-up emails asking to verify my story (probably fraud check) and then i got the claim approved a few weeks later.

  i think this kind of insurance is fine if you can afford to pay for stuff up front and you have all required evidence (police reports, medical certificates etc.) but if something bad happens to you i think a premium provider is better in that they will pay upfront and process your claim right away so the hospital can keep treating you (and not leave you needing to get patreon sympathy funds)

  for a lost passport if you haven't secured it properly or you don't even have a police report to verify its theft i suppose it could be rejected.

  i don't know if accidental damage is covered with a cheaper travel insurance policy. i guess it would depend on what circumstances it was damaged under.

• 

  cv05 on 02/08/2019 - 07:52

  +1

  My son and I were flying back from NZ to Australia. We caught our plane from Christchurch to Auckland where there was a 4 hour wait for our flight to Australia. When we got to the Jetstar International checkin counter my son couldn't find his passport. Long story short, I went back to Jetstar domestic who eventually confirmed the passport had been found in Christchurch security and they sent it up on the next plane. However by the time the passport arrived checkin had closed and we had to stay an additional night and change flights. During the 3 hours it was lost, there was fairly mad panic. When it looked like we were going to miss the flight I called InsureandGo to clarify exactly what I was covered for. Of course I spoke with someone in an overseas call center which made it very difficult to understand, but that didn't matter anyway as when I asked if we were covered for something specific I was told to read the PDS and see how the claim goes. Not much help or confidence at all.

  As the passport was found there was no report taken from the police or from the Australian Consulate. Jetstar obviously knew about it, but if you've been to a low cost carrier checkin or customer service counter you'll know they aren't equipped to write a report. The lady at the customer service counter gave a me a copy of the new ticket with receipt and just wrote in pen "late fee".

  I think I have sent more than a dozen documents to InsureandGo including the original tickets and the new ones. For the claim to proceed they want a report from Jetstar as well as our boarding passes for the last leg. Since my OP I think I may have a report coming from Jetstar which I thought was going to be impossible but are stuck on the boarding passes, we don't have them any longer.

  Re the phone, there are two ways they handle it. If it's cheaper to repair it they will, or otherwise the phone is required to be sent to them and they will pay the cost of the phone less depreciation. The phone is a $200 sharp aquios and out of 3 repair places I have spoken with none can do it. I explained to InsureandGo that it's not a common phone and even if it could be repaired the cost would most likely be somewhere between $100 and $150 anyway. Even so, the claim is not moving forward until I get a written report from a repairer at my cost. It just seems so nit picky.

  I should mention that I took out the highest level cover + snow skiing and I paid extra to reduce the excess to zero. Last year I took out some insurance with QBE for a Vietnam trip and had to make a couple of small health claims with a $100 excess on each claim and I didn't want to make that mistake again. QBE were brilliant btw.

  Reading back through this, I realise that it can be pulled to pieces but as the one in the hot seat it's not easy to convey the amount of time I have spent scanning documents, ringing call centers, airports, airlines etc plus resending the same docs, typing my own reports and then having to re explain what I have written already.

  • 

    Certified Angus on 02/08/2019 - 13:49

    +4

    It sounds like the insurer is asking for one piece of documentary evidence for each of your two claims.

    You would likely have the same experience with any other insurer.

• 

  z10cvbnm on 02/08/2019 - 13:53

  So you did not read the PDS? I think what they are asking is quite standard. Do you expect them just to pay out the claims without supporting docs?

• 

  cv05 on 02/08/2019 - 15:05

  +1

  Yeah OK fair enough. As I was typing out what I wrote I realised they are probably reasonable requests, even though it feels like you are constantly jumping through hoops.

  • 

    Certified Angus on 02/08/2019 - 17:27

    +1

    To be fair to you, your situation is slightly out of the ordinary.

    Now you know what they need you can get it done. If they keep at you after you've provided that, then don't be afraid to contact the Insurance Ombudsman.

• 

  Meho2026 on 03/08/2019 - 09:13

  +1

  I’d be amazed if your claim is successful. While the policy may cover you for a lost passport and subsequent costs involved by being unable to travel that is usually in a circumstance that you end up needing a replacement travel doc. I doubt your sons passport will be classified as lost as in the definition required by the policy.

  Also regarding lost or stolen items, there is an obligation on your part as a policy holder to safeguard your belongings and never leave your property unattended which unfortunately your son failed to meet.

  As for the phone damage, they will make you jump through hoops otherwise everyone will take their damaged phone on holiday.
  Is accidental phone damage even covered by travel insurance?

  • 

    cv05 on 29/08/2019 - 12:55

    +1

    Hi Meho2026,

    The money for the phone has now been reimbursed as per the pds. I'm still waiting on a decision re the rest of the claim and the passport debacle.

    This is a legitimate question for you, according to your definition how is a lost item ever paid out? EG in regards to a passport, you say that "there is an obligation on your part as a policy holder to safeguard your belongings and never leave your property unattended" then in what cases is a lost item ever legitimate?

    • 

      Meho2026 on 30/08/2019 - 09:05

      -1

      If you wanted to ask me, as an individual, a question, all you needed to do was PM me.

      You seem upset because I didnt tell you what you wanted to hear. I think thats the risk you take by posting your life stories in an open forum.

      I don't know why you want to pick a fight with me however I'll try and point you in the right direction.

      This article may help you understand what can be considered a legitimate loss with travel insurance, under the heading "What typical situations are covered"
      https://www.comparetravelinsurance.com.au/mediaroom/travel-i…

      That article links to more specifics regarding safeguarding your belongings.
      These state you wont be insured for items you forgot or left behind.
      Examples are given to clarify what this means including when left on board an aircraft, forgotten in a hotel, left on an airport conveyor belt etc.
      https://www.comparetravelinsurance.com.au/travel-insurance-t…

      You stated the passport was found by Christchurch security.
      It obviously wasnt stolen. It wasnt even really lost, it was found and returned to you.

      Your son left his passport behind at Christchurch airport through total carelessness. Any costs you incurred as a result of that should not be covered by travel insurance.

      I can not believe you even think it should be.

      I believe that claims like this are the reason everyone else pays unnecessarily high travel insurance premiums and genuine claims get rejected.

      I hope that makes it clearer and you have a better understanding of my viewpoint.

      I'm not interested in communicating with you any further. Dont contact me by PM or by replying to my comment.

• 

  cv05 on 30/08/2019 - 17:08

  +2

  Wow, just wow! This is an open forum for discussion, if everyone communicated via pm's there'd be no need for a forum. I in no way attacked you, I just asked a question and I was genuinely curious for an answer.

  I thought I was over sensitive but you really take the cake.