InsureandGo

I've been using travel insurance for 50 years and have never make a claim until now... Been using InsureandGo for a few years and as a result of COVID-19 I've just made my first claim.
I managed to move my flights and airport parking to reduce the value of any claim so it was just the villa rental. The villa agent wouldn't provide a refund or move the booking to 2021 so travel insurance was the only recourse. I tried my best not to have to claim.

Placed the claim for 2/9ths of the villa cost - large family group - and called after 28 days from lodging the claim for an update. Was told that the claim was with the loss adjusters and I'd receive their response within their 30 day SLA.
Called again after 32 days only to be told that I had to wait 30 days. Said I already had and was told that they would now instigate a 'claims review', which would take a further 30 days...
Clearly 'sandbagging' was going on, so I said that was unacceptable and in fact contradicted their earlier details, a chat was had with a Team Leader who suggested that all information be sent to their offices in Bristol???? No actions were detailed or timescales given so I requested a call the following week with an update. That was apparently not possible so I declared I would initiate a formal complaint and escalate to the Ombudsman if an update wasn't received - which appears to be the only way to get them to take any action. See other reviews of a similar nature.
Had I not called my claim would still be in 'Pending' with no action being taken - and in fact may still be!

All other family members have had their similar claims paid, Nationwide being particularly efficient.

InsureandGo are part of MAPFRE, a large US insurance group whose name you will find on F1 cars - a shame they can't spend more getting their core business right!

Will I be using InsureandGo again - NO.

I have had annual five star travel insurance with this company for several years and have never had to make a claim until this year. I was on holiday in St Lucia
when the coronavirus situation began to escalate. As a result the tour company I travelled with brought us home three days early. On my return I phoned to start a claim for curtailment. The form was emailed to me, but it was 'read only' format so I had no option but to complete the form and send with requested documents to the address on the claim form. It was sent by 1st class signed for Royal Mail. I know it was delivered. This was almost nine weeks ago and I have not even received an acknowledgement. I have sent chasing emails which have not been answered. I have tried phoning, but you are in a queue for 20 mins, then goes to ringing which is unanswered. This is not how I expect claims to be handled, even in these difficult times. Do not use this company.

Contacted the Chat service for Insure and Go to change the date of my holiday from June to September. On the chat I was told that I will have to wait for 30 working days for the underwriters to decide whether they can change the date of my holiday because it's more than 3 months away. Well I booked my single trjp travel insurance in January. There wasn't a problem then. With my original travel date of 15 June 2020 fast approaching I need a decision on changing the date. Really poor service .

Total discrace this company my cruise was cancelled due to corona virus and I contacted insure and go to see if there would be any refund as it was not used all telephone lines busy all the time which was fine due to virus but I've emailed them about 8 times over the last couple months asking if any refund was due and I had a different person each time asking the same questions, name date of birth etc after I had responded with all this info over and over again.

Been with them for 5+years. We have an annual insurance and had renewed long before Covid started. The one time we try and claim (holiday was booked for during lockdown) they used two clauses against us.
One was that as the hotels we booked offered to rebook our holiday for another time or give us a voucher, they wouldn’t pay out. Surely any holiday could probably be rescheduled/rebooked?
Two, the one hotel they were prepared to pay for us was only for one night so the cost (£150) was less than the minimum £100 per person (there are two of us on the policy).
What is the point of having insurance if they don’t pay out when you need them?! Total waste of time. Insurance companies have a lot to answer for.
We won’t be renewing with them.

Still waiting for an answer
Took out Single Trip insurance in Oct 2019 to cover Apr 2020 holiday. As no travel asked for change of dates but was told by an agent they couldn’t do this as new dates were not within a year of taking out the policy and out of courtesy I had notified them of change to medical conditions. Spoke to Agent Karen on 14/4 to ask for a refund, she said it should be possible to change dates and emailed the Underwriter. I was told it could take a bit longer than the usual 48 hours for a response due to Covid 19. That was an understatement, still not got a response.

Spoke to online chat again to be told they are still waiting for a decision from the Underwriter and that they will email me once they get a response.

Looking at other reviews people are in the same boat. Used this company for years but think it’s maybe time to look at a different company. Quite a few friends who took insurance out with other companies have either changed their dates or have already received a refund without a problem.

I contacted Insure and Go 2 months ago. They have still yet to review my claim. Instead, they keep on misleading me. Asking for various documentation which I have already supplied. The whole process is extremely unprofessional. I have been a loyal customer for over 10 years. Never made a claim. Truly awful business practice.

I have been buying insurance with this company for over 10 years and always assumed them to be good. Well, I guess you never really know how good an insurance company is until you have to make a claim!

I had flights booked well before the Corona Virus outbreak, and as such I had to cancel my trip due to FCO advice. I made a claim for all 3 single flights. I heard nothing for a month until I got an email from another company (Travel Services Ltd) who asked for all the details again! After some back and forth, I finally got to find that this company works on behalf of Insure and Go - maybe an idea to tell people that rather than them have to ask themselves? Who wants to hand over all their personal info and banking details to some random company that contacts them out of the blue!? I am still not sure that this is legitimate so I have not yet given this company the info they have requested which they should already have! I sent no less than 3 follow up emails to Insurance and Go to ask for an acknowledgement that my claim was being worked on and for them to confirm that this other company was legit, and who they said they were. To date, no reply to any of them, ranging from the first over a month a go to the last one today.

I appreciate there is a lot going on at the moment, but I work in travel too so I know exactly what it is like. If I didn't reply to one of my clients in over 2 months, I'd be out of a job, and rightly so!

I just wish there was an option to give you zero stars, because you don't even deserve the one I had to give you.

I have been a customer for about 3 years but have never had a cause to claim. This year I decided not to renew as it didn’t meet my requirements. Back in April I informed an agent on the phone who became grumpy, I then received an auto renew notification which I again declined renewal. Then I received a letter saying it had been renewed and I had been charged 4 days before it was due on 19th May. I be since emailed customer service requesting a refund, none of which has had a response. I regard this as unlawful and underhand practice. I would not recommend this awful company.

I flew to Australia on the 4th February for an eight week holiday, Covid caused the borders to be shut and flights cancelled.Emergency repatriation wasn't really necessary as I am safe with relatives.
Insure and Go have supported me all the way, first with a extension of my original policy and more recently with a new one until state borders open and flights are available.Their customer service reps have been really helpful considering the time differences and sometime very poor phone reception.
Well done you.

The real company behind Virgin travel insurance - my holiday was cancelled (Refund) and I wanted to move the cover to one I already had booked latter in the year - sorted with no issues - great service ????

I made a claim over a month and a half ago (to which I am entitled to, after my flight was cancelled and me and my partner were left stranded in Costa Rica ) to this day nobody from Insure and Go has contacted me to follow up, despite my numerous emails and phone calls and finally leaving a bad review – Georgia from the social team replied to the review and said to contact her so she could look into, I did and heard nothing since, that was over 17 days ago! Terrible, dodgy service. I paid for an annual policy, what an absolute waste of money. I am now seeking legal advice to deal with these cowboys on my behalf!

Response to Georgia ***********

*** Georgia, thanks for the note - however like I said It has been over 45 days since I made the claim and over 17 days since I contacted yourself (to which you still haven't replied!) you have advised me to call but you know full well it's impossible to get through to anyone! This is totally unacceptable. I have been patient and understand that there might be a slight delay due to covid but not by 50 days ! which is how long I have now been waiting for a response. Terrible service!

Been waiting over 2 weeks for a call or reply to emails I've sent due to the FCO I was not able to go on holiday. I am entitled to a refund it even states it in the hand book which they know. Iv had 1 email back asking for information so they can look in to it, as yet Iv not had anything back.I really believe they dont care in the slightest. Absolutely appalling service!

I have been with them for may years, first time I made claim....
And weeks after submitting my claim and several phone calls I have email asking for stupid things like "cancelation invoices".
I already submitted all invoices, payment confirmations, etc with my original claim.
Avoid!!!
They do not want to pay any money to people.

I have insured with this company for 4 years and, luckily, never had to use the claims facility. This year they automatically renewed my policy without advising me. As Covid-19 was already about, and Husband and I are older persons, it is doubtful that we shall be travelling for many months so travel insurance not needed. I emailed InsureandGo 3 times over a 2 weeks period and received nothing, not even an automated acknowledgement. Phoning was a marathon experience so, in the end I used the on-line chat. Fantastic. Yes, 20 minute wait but when Will and I started communicating it was efficient and successful. My policy is cancelled, in 2 weeks my account should be credited and a transcript of the chat has been emailed to me. Not pleased with automatic renewal but happy with the Chat facility. If we are ever going to travel again InsureandGo will definitely have our custom.

Have used insure and go for many years and found the service excellent , My insurance renewel sent one time but price differed when I called owing to price increase and also meant I could not book online either , However they honoured my original loyalty discount and I called them today to renew and spoke to a very thorough lady , although difficultly at end with payment process as they are working remotely phone their end did cut off they were however apologetic and in these challenging times Would still give them 5* well recommended and used for many years cheers Shaun Jackson

Three emails, one chat, nobody can just make a simple change of departure date due to Covid. Emails go unanswered and regarding their reply I have tried chat and supposed to have had a reply by Tuesday and emailed their contact us form three times with no reply. They just don’t care.

I am still trying to get paid out for my cancelled trip to Italy in March. The insurance was taken out in January pre Covid19. However, on trying to claim it is proving impossible.. impossible to speak to anyone, impossible to get a resolution..... i will never use this company again

They are refusing to pay out despite the fact I cancelled an overseas trip on FCO advice and the declaration of a Portuguese state of emergency on 18th March. Strongly advise avoidance of this company.

I was unlucky to be stranded abroad for 2 months, but I was lucky to have my insurance with InsureandGo. When it became clear that I was not going to get back and lost my flight, due to Covid, I contacted Mafra. From day one everyone on the team was helpful, professional, polite and sympathetic. I could not have survived this experience without their help. I cannot thank them enough for all the help and reassurance they gave me. They brought me home safe and sane!! I understand staff was working from home and it was reassuring knowing that they were there 24/7. All the bad reviews here are based on holiday money people are trying to recover. However, please think that staff was, and might still be, dealing with people stranded abroad. Please give them a chance!! I suspect they are doing what they can and prioritising urgent cases first. I highly recommend them and will keep my insurance with them