Customer Remediation
September 2023
Dear customers,
We recently identified an error that has impacted some of our customers. These customers are owed a refund due to being overcharged on their premium. To rectify the error, we are moving quickly so these customers are notified, informed of the error, and are then provided the means to receive their refund.
What Happens If You Are Owed A Refund?
If we owe you a refund, our InsureandGo Customer Remediation Team will contact you by email or phone. You won’t need to provide us with any information. You will simply receive an email which explains the details of the refund. You will receive the refund in the form of a digital Mastercard issued by a company called Karta. Karta will issue a digital gift card with the amount that is owed to you. You will receive this digital card from rewards@rewards.karta.com.au. Only customers who were impacted by this error will be contacted. You can add your Digital Mastercard to your digital/phone wallet.
Keeping You Safe
“If we ask you to verify your identity over the phone, we will never ask for your credit card number or PIN Number. InsureandGo will never send you an email or an SMS asking you to verify your identity by clicking on a link. If you receive a suspicious message, do not click on any links or attachments.”
We Apologise
Being a travel insurance distributer we understand how things can go wrong from time to time, so for those impacted by this error, we sincerely apologise, and we are doing everything we can to swiftly resolve this for you.
If you have any questions, please contact us on 1300 401 177 or email us to info@insureandgo.com.au
FAQ
How do I activate my card?
In order to activate your Karta Gift Card, you need to set a PIN. Please follow the below steps to activate your card:
- Tap on the card
- Set a 4-digit PIN
- Confirm your 4-digit PIN
- Wait for the process to finish and your card will now be active and ready for use
How long do I have to activate and use my card?
Your card needs to be activated within 3 months and your funds can be used up to 12 months after activation.
How do you calculate the amount owned?
The amount will be calculated based on the amount you paid for your travel insurance that was more than the advertised rate. The amount will also include any interest owed since your date of purchase.
Who do I contact if I have some issues with my digital card?
If you require help, please contact support@karta.com.au or call our team on 1300 401 177
How do I make a purchase online?
To use the card online, simply checkout as you would with any other credit or debit payment option. Our cards are created by Mastercard so they need to be used like a credit/debit card, not like a traditional gift card.To retrieve your card number, expiry date and CVV, go to the Karta App and:
- Tap on your Karta Card
- Click on ‘Reveal Card Info’
** Remember to keep these details secure.
Where can I view my balance?
Your balance is located on the bottom left-hand corner of your card