Documents are sent to your nominated email address upon purchase and are not distributed via post as we are making a conscious effort to decrease our carbon footprint. If you have any questions, please contact us.

It is advisable that you take your travel insurance certificate and the relevant policy wording booklet away with you. If you do not have these documents, please contact us or email us at info@insureandgo.com.au and we can send these out to you. If you are unable to print your emailed documents, simply write down your policy number and the emergency medical assistance and claims line telephone numbers from the back of our policy wording booklets which can be found here.

You can cancel your policy^ with us and obtain a full refund if you cancel within the 14 day cooling off period, provided you have not departed for your journey nor have you made any claims on this policy^. 

If you cancel after this 14 days period, we will refund you a proportion of the premium for the outstanding period of cover less any government charges and taxes that we cannot recover.

Parents or grandparents can buy insurance on behalf of dependents. Your financially dependent children or grandchildren (including fostered or adopted children or grandchildren) who are under 18 years of age and who are named on the Policy Schedule. That means, 17 or under can travel for free*, as long as travelling with parents. However, if the child is 18 or above, he/she will be charged as an adult, whether or not a couple/family policy.

Parents or grandparents can buy insurance on behalf of dependents as long as dependents under 16 years of age will have full 100% adult supervision during the trip.

*Children (including fostered or adopted children) travelling with either their parents or grandparents will be provided with travel insurance cover for no additional cost (any pre-existing medical conditions may incur an additional charge). This is provided they are under 18 years of age, named on the Policy Schedule and are financially dependent on either their parents or grandparents. No cover is available for children who are born overseas during your trip.

It is our paramount priority that whenever a form of vulnerability is identified or suspected, the safety of the customer and their family is protected. We have established internal policies and training appropriate for Customer Service Representatives to:

Additionally, we have created a specialised team called ‘Extra Care Team’ for each stream of our customer service (sales and service, claims, internal dispute resolution areas) who can help with your needs and give you extra comfort when you are dealing with us.

What support can you get from us if you are experiencing vulnerability?

You will have access to our ‘Extra Care Teams’ specialised in sales and service, claims, internal dispute resolution, specifically trained to support Customers experiencing vulnerability with ‘extra care’ and ‘flexibility’, please just tell us about your needs when you contact us either by phone or by email.

At your request:

For any other questions or support, you can always write to us at: info@insureandgo.com.au

What are the accessible services for people with permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls?

We have made some services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.

This is a teletypewriter service where you can speak or type your message, with options to read or listen to our responses.

Dial 133 677 then ask for InsureandGo

This is a speak-and-listen relay service for people who have speech limitations to use the phone.

Dial 1300 555 727 then ask for InsureandGo

This is an SMS relay service where you can text on any type of mobile phone, with options to read or listen to our responses.

Text 0423 677 767 then ask for InsureandGo

For more information, please visit National Relay Service (NRS) website.

How can we help customers experiencing financial hardship?

If you tell us, or we identify, that you are experiencing Financial Hardship, we can consider:

How can you apply for Financial Hardship Support from us?

If you have any questions about Financial Hardship, please send us an email at info@insureandgo.com.au,call us on the Phone (within Australia): 02 9333 3999 or Phone (outside Australia): +61 2 9333 3999 and just ask for help on Financial Hardship situation.

If you want to apply for financial hardship assistance, please log in to ‘My Account’ to access the application form.

Also, note that we may ask you to send us additional information about your financial situation as part of your application. These documents will help us determine the best way to support you (and your family).

What other resources can you consider for Financial Hardship support?

Here are free and confidential financial counselling resources that can provide advice to Australians in every state and territory:

• National Debt Helpline on 1800 007 007

• ASIC MoneySmart website

• Government financial information services

• Government crisis payment

 Yes, as long as you have either Medicare, a Private Health Fund or Overseas Student Travel Insurance.

An Australian permanent resident is a person who is entitled to live in Australia on a permanent basis. If you do not fit this criterion, we are not able to provide you with travel insurance cover.

Unfortunately, we are unable to cover you if you have already left Australia.