Tick Insurance sold by Insureandgo

[disappointed in travel in]

... is a scam I collapsed in Bali on 31 Oct 2023. Claim refused no customer service. Cost me 15k AUD

I travel frequently so this time I took out travel insurance online with Tick Insurance sold by Insureandgo. This has been a nightmare I have attempted to recoup my medical bills after a hellish experience in Bali and all I get are emails from both companies refusing to pay. They couldn't find my contact, details, demanded flight info, proof of payment,
Etc etc. I checked online and others have had the same experience, I have numerous emails that I am willing to share with unsuspecting travellers who need to be warned about these companies.

 

[MEL_Traveller]

I travel frequently so this time I took out travel insurance online with Tick Insurance sold by Insureandgo. This has been a nightmare I have attempted to recoup my medical bills after a hellish experience in Bali and all I get are emails from both companies refusing to pay. They couldn't find my contact, details, demanded flight info, proof of payment,
Etc etc. I checked online and others have had the same experience, I have numerous emails that I am willing to share with unsuspecting travellers who need to be warned about these companies.

Welcome to AFF! Sorry to hear about your problems.

Did they give any reasons for denying your claim? Flight information, proof of payment and other things are usually part of any insurance claim, with any company.

Please share details if you feel able to. I was actually looking at Tick Insurance for an upcoming trip.

Edited to add: have just read the first couple of pages of reviews. There are many ‘one star’ reviews with people unhappy about the claims process, or the amount paid in claims. But many of those, unfortunately, also show people haven’t read the terms and conditions. One family had their flight cancelled by the airline and simply bought replacement flights on another airline, assuming their travel insurance would cover it. It doesn’t work that way. Another had their luggage delayed and spent lots of money on replacement items. But apparently didn’t make a claim from the airline so was disappointed that Tick didn’t pay the full amount. Again, it doesn’t work that way.

 

[drron]

Welcome to AFF @disappointed in travel in . Unfortunately a lot of Insurance companies have a bad name because of things like this.
You should complain to the consumer Affairs people in your State and if you don't receive an adequate response then send your complaint to your State Attorney General.
At least some states have schemes where you can get free legal advice as well.
But remember the lesson. The time to see what people say about something you want to buy such as travel insurance is before you tick the box. Sorry I just couldn't help throwing in that last one.

 

[dajop]

It's probably most useful to understand why they denied your claim. Unfortunately the T&Cs on some policies are not easy to wade through, and customer service in helping is probably minimal or non-existent.

My first thought was box ticking and offshore processing that resulted in a denied claim, either due to incompetence or deviousness.

But the other thoughts/questions go to exclusions
- Did you have pre-existing medical condition that you hadn't told them about that could have been a factor in your collapse?
- Was alcohol or other substances a factor?
-Did you or travelling companion contact them (or their emergency medical support provider) as soon as practical or did you wait to submit claim until you returned to Australia?
- Did you have the full diagnosis documentation from the treating doctor?

 

[BAM1748]

I travel frequently so this time I took out travel insurance online with Tick Insurance sold by Insureandgo. This has been a nightmare I have attempted to recoup my medical bills after a hellish experience in Bali and all I get are emails from both companies refusing to pay. They couldn't find my contact, details, demanded flight info, proof of payment,
Etc etc. I checked online and others have had the same experience, I have numerous emails that I am willing to share with unsuspecting travellers who need to be warned about these companies.

Sorry to read this. I've never heard of them and yes, some not so good stories. Looks like the seller is refusing, the underwriter is Mitsu Sumitomo which is APRA approved and they would need them to show they have backing. Obviously too late this time but paying a bit extra for a business that isn't a reseller is probably worth it for any class of insurance.

I go direct to businesses on the APRA list, Register of general insurance | APRA

Remember, insurance is just a promise to pay, not a guarantee to pay, so improve you chances by dealing with the underwriter direct.

 

[Mattg]

I would also like to know why they refused your travel insurance claim.

 

[Blackswan]

Lodge a complaint with AFCA. Can be done reasonably quickly and easily online. Just search for "Sumitomo" - they haven't updated the "trading as Tick" selection, but you should be fine if you set it out in your complaint.

Just keep escalating and disputing it through AFCA. IIRC, every time the dispute escalates the complaint fee (charged by AFCA to the insurer) increases.

 

[DC3]

Thanks for the warning. I’ve never heard of Tick Insurance.

Did someone recommend them to you? Perhaps they offered the coverage that you needed for a good price?

 

[anyonebutqantas]

Lodge a complaint with AFCA. Can be done reasonably quickly and easily online. Just search for "Sumitomo" - they haven't updated the "trading as Tick" selection, but you should be fine if you set it out in your complaint.

Just keep escalating and disputing it through AFCA. IIRC, every time the dispute escalates the complaint fee (charged by AFCA to the insurer) increases.

I agree with this, but also important to have well-thought out letters and legal knowledge showing why the T&Cs and Australian law require them to pay out your claim.

 

[MEL_Traveller]

Thanks for the warning. I’ve never heard of Tick Insurance.

Did someone recommend them to you? Perhaps they offered the coverage that you needed for a good price?

I searched online an found them. A two-week policy from AU to Europe is just $31 for medical and liability. Their next level up is the budget policy at $55.

That $31 reflects:

• no travel to the americas, north or south, or antarctica
• a whole host of countries such as Pakistan, Myanmar, Russia and the like, which might ordinarily be covered in other policies
• defining a ‘pre-existing’ condition as being anything you have even inquired about with a doctor in the previous 5 years (even if it was turned out to be nothing at the time)
• a surcharge being payable if you are over 50
• a maximum trip duration of 42 days
• a $200 excess, even for emergency medical - possibly cutting out many smaller claims or trips to the ER in some cheaper countries.

So lots of limitations which probably won’t affect a good chunk of policy holders given the age limit, but at the same time will give cover for absolute medical emergencies.

But you really need to read the PDS and not make assumptions, as a lot of those leaving reviews had done.

 

[Blackswan]

I agree with this, but also important to have well-thought out letters and legal knowledge showing why the T&Cs and Australian law require them to pay out your claim.

One of the main reasons industry ombudsman organisations such as AFCA and TIO were established, were that they could be used for those without legal knowledge.

Of course, if you wish you to progress other avenues, then yes - legal knowledge is required.

 

[RooFlyer]

defining a ‘pre-existing’ condition as being anything you have even inquired about with a doctor in the previous 5 years (even if it was turned out to be nothing at the time)

And presumably, if you don’t tell them all that ridiculous stuff, they can later refuse a claim saying you failed to disclose what you were required to. Absurd.

 

[MEL_Traveller]

And presumably, if you don’t tell them all that ridiculous stuff, they can later refuse a claim saying you failed to disclose what you were required to. Absurd.

Well, it only excludes treatment arising from the pre-existing condition. The rest of the policy would remain active. So crossing the road and injured you’d be covered.

Same with other policies re pre-existing. But the 5 years is quite hefty!

 

[Seat0B]

Welcome to AFF @disappointed in travel in. So sorry to hear of your experiences and I hope your health is fully recovered now.

 

[Seat0B]

Obviously too late this time but paying a bit extra for a business that isn't a reseller is probably worth it for any class of insurance.

I would usually agree with you on this comment @BAM1748, but my recent experience trying to get cover for a pre-existing chronic leukaemia that is in remission was very revealing. In the end I got cover at a very fair price from Easy Travel Insuarnce, recommended by the Insurance Council for this type of insurance. They have good on line reviews (if you can believe them). They are a reseller for Covermore. I had tried Covermore directly and they would not insure me. I find this very odd, but there you go.

 

[DC3]

I had tried Covermore directly and they would not insure me. I find this very odd, but there you go.

Odd, indeed

 

[DC3]

I searched online an found them. A two-week policy from AU to Europe is just $31 …

$31?

 

[mrsterryn]

I would usually agree with you on this comment @BAM1748, but my recent experience trying to get cover for a pre-existing chronic leukaemia that is in remission was very revealing. In the end I got cover at a very fair price from Easy Travel Insuarnce, recommended by the Insurance Council for this type of insurance. They have good on line reviews (if you can believe them). They are a reseller for Covermore. I had tried Covermore directly and they would not insure me. I find this very odd, but there you go.

OneCover won't insure my husband

 

[VPS]

Another new poster - comes on and has a rant and hasn't been back since

 

[DC3]

OneCover won't insure my husband

How about Tick?