I’ve been insured with Insure and Go (Silver Package) since last year and, until I needed to make a claim, my experience had been positive. Customer service is responsive at a surface level, but unfortunately that changes once a claim is involved.
Claims are outsourced and not handled directly by Insure and Go, which makes it extremely difficult to speak to someone who has the authority or understanding to genuinely help. The claims processor is hard to reach, and communication feels fragmented and impersonal.
I submitted a claim and then an appeal, both of which were rejected on the basis that cancellation due to power supply issues is “not specifically mentioned” in the policy wording. Strikingly, this exclusion is also not listed in the section titled “What is not covered”. If a scenario is neither explicitly covered nor explicitly excluded, it raises serious questions about how a customer is expected to reasonably interpret the policy.
This experience has made me question the value of travel insurance if legitimate claims can be rejected simply because a scenario is not explicitly listed in the policy wording. I would encourage Insure and Go to reconsider how claims are evaluated and how clearly coverage limitations are communicated.
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