Travel Insurance which covers COVID-19?

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Thought I'd share my experience that I used my American Express Frequent Flyer Ultimate credit card insurance. I contacted them and explained that I needed proof of coverage for Covid19. They sent me this, and I successfully used this as part of my application for a Thai Pass. I've edited it to remove my name. You should be able to call them and get them to e-mail this to you. Hope this helps.
Just letting you know this info was very useful and worked well for Team Lat34 applications tonight. Although Thai Pass not required after 1 July we are travelling early next week.
 

Cddc

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Another real world experience....

Returned from the US a couple of weeks ago and one of my internal AA flights was cancelled out of Dallas due to summer storms (along with 400 other flights that so easy for the insurance company to verify) Was not able to get on to a rebooked flight until 26 hours later. I phoned Insure and Go from the airport and they verified my policy covers me for a maximum of $150 per 12 hours delayed with no excess on this type of claim, so $300. I incurred an additonal $620 in uber, accommodation and meal costs staying at the same accommodation i did the night previously.

Insure and go has done nothing but stonewall. The first thing was the claim portal (no other way to claim). After clicking drop down boxes to claim for 'cancellation', 'flight cancellation' due to 'weather' it would not let me go any further until I submitted 'cruise documentation'. It did not mention anything about submitting 'flight documentation' so instead I submitted screenshots of the AA app showing my cancelled flights and I know insurance companies can also verify this on the back end. I subsequently got asked an email saying they didn't know what I was claiming for?!

After resolving what I was claiming for through further emails they subsequently wanted (this is copy and pasted from the email they sent me):

• Copy of ORIGINAL Complete Flight Itinerary
• Written statement from the relevant airline/ Transport Company outlining the reason of and the length of the delay / cancellation. It also must state if the airline/ transport company did or did not compensate you for the said cancellation / delay
• Copy of new / rescheduled / re-booked flight E-ticket
• ALL ORIGINAL invoices/receipt of payments for any expenses incurred due to the delay
• Credit Card Statement/ Bank Statement showing your payment transactions (for the expenses that you wish to claim) - kindly highlight your payments. You can block out the information that you do not wish to disclose and is not related to your claim

I then contacted AA to get an insurance letter (this was an experience in itself), which I now have but it did not say that I was/was not compensated, but I think it is general knowledge in the US travel world, airlines do not compensate for weather issues. The rebooked flight e-ticket was all done through the app so it has been a hassle trying to get this additional documentation as I do not know the e-ticket number and my booking reference doesn't work because the travel is now completed...so another phone call to AA. I think the insurance company knows this is a hassle and most people give up.

I have now resubmitted my claim and I am still waiting. I do not recommend Insure and Go.

We are going to Greece and Turkey in August and we will not be purchasing Insure and Go ever again. We are looking at Medibank or relying on NAB credit card insurance now that it includes covid cover (effective 30 June), although we have not relied on this insurance before so will require investigation of the PDS.
 

N860CR

Senior Member
Joined
Nov 30, 2004
Posts
5,276
Another real world experience....

Returned from the US a couple of weeks ago and one of my internal AA flights was cancelled out of Dallas due to summer storms (along with 400 other flights that so easy for the insurance company to verify) Was not able to get on to a rebooked flight until 26 hours later. I phoned Insure and Go from the airport and they verified my policy covers me for a maximum of $150 per 12 hours delayed with no excess on this type of claim, so $300. I incurred an additonal $620 in uber, accommodation and meal costs staying at the same accommodation i did the night previously.

Insure and go has done nothing but stonewall. The first thing was the claim portal (no other way to claim). After clicking drop down boxes to claim for 'cancellation', 'flight cancellation' due to 'weather' it would not let me go any further until I submitted 'cruise documentation'. It did not mention anything about submitting 'flight documentation' so instead I submitted screenshots of the AA app showing my cancelled flights and I know insurance companies can also verify this on the back end. I subsequently got asked an email saying they didn't know what I was claiming for?!

After resolving what I was claiming for through further emails they subsequently wanted (this is copy and pasted from the email they sent me):

• Copy of ORIGINAL Complete Flight Itinerary
• Written statement from the relevant airline/ Transport Company outlining the reason of and the length of the delay / cancellation. It also must state if the airline/ transport company did or did not compensate you for the said cancellation / delay
• Copy of new / rescheduled / re-booked flight E-ticket
• ALL ORIGINAL invoices/receipt of payments for any expenses incurred due to the delay
• Credit Card Statement/ Bank Statement showing your payment transactions (for the expenses that you wish to claim) - kindly highlight your payments. You can block out the information that you do not wish to disclose and is not related to your claim

I then contacted AA to get an insurance letter (this was an experience in itself), which I now have but it did not say that I was/was not compensated, but I think it is general knowledge in the US travel world, airlines do not compensate for weather issues. The rebooked flight e-ticket was all done through the app so it has been a hassle trying to get this additional documentation as I do not know the e-ticket number and my booking reference doesn't work because the travel is now completed...so another phone call to AA. I think the insurance company knows this is a hassle and most people give up.

I have now resubmitted my claim and I am still waiting. I do not recommend Insure and Go.

We are going to Greece and Turkey in August and we will not be purchasing Insure and Go ever again. We are looking at Medibank or relying on NAB credit card insurance now that it includes covid cover (effective 30 June), although we have not relied on this insurance before so will require investigation of the PDS.

Send it off to AFCA. Generally fixes stonewalling pretty quickly.
 

Bolt

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we will not be purchasing Insure and Go ever again. We are looking at Medibank or relying on NAB credit card insurance
As someone who's used Medibank cover before and claimed, I can assure you that it's a good choice. I once got ill (edit: food poisoning) and used it to claim. The Medibank side was reasonably hassle free. The problem is that the hospital wants written acceptance of claim from the provider before they'll do anything. That bureaucratic part isn't fun when you're sick and in pain.
 

Cddc

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Apr 3, 2018
Posts
73
Another real world experience....
So an update, Insure and Go kept sending me emails saying they hadn't received any of my documentation before they admitted they had actually received my documentation, however they have now requested:

• Copy of ORIGINAL evidence to show dates of outward and return travel, from and to Australia (for validity of policy) - fair enough and I have now sent this to them but question why wasn't this requested originally? I interpretted their original wording as my impacted/cancelled/rebooked/ flights.

Booking confirmation and Cancellation Invoice/ Written statement from your 1st to 2nd of June 2022 accommodation that clearly states the amount that can/cannot be refunded to you and the credit/ rebooking options offered to you as a result of the cancellation or not using it due to the delay. (We need this information for us to determine the expenses that you are unable to recover from any sources) - This is completely irrelevant because I never submitted part of my claim non/refunfundable accommodation from 'other sources' for the night of my flight cancellation/delay. I didn't submit this because it doesn't exist. I book my accommodation last minute and had no acccommodation booked at my detination for my arrival. I am claiming for taxis and accommodation I incurred because of my airline confimed cancelled flight at my origin (which is covered under the policy).

All this for $300 I am entitled to under the policy for $620 in expenses I incurred. I would avoid Insure and Go and their underwriters like the plague. They stonewall and delay as much as possible.

Previously I have only ever claimed travel insurance once (ANZ CC) and this was underwritten by Allianz and was processed smoothly. For my upcoming trip to Europe my NAB credit card insurance is underwritten by Allianz and looking at the PDS it is more 'generous' than the paid policy I am trying to claim for above. Paid insurance policies are not necessarily better and we are sticking with our 'free' CC insurance.
 

Port Power

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So an update, Insure and Go kept sending me emails saying they hadn't received any of my documentation before they admitted they had actually received my documentation, however they have now requested:

• Copy of ORIGINAL evidence to show dates of outward and return travel, from and to Australia (for validity of policy) - fair enough and I have now sent this to them but question why wasn't this requested originally? I interpretted their original wording as my impacted/cancelled/rebooked/ flights.

Booking confirmation and Cancellation Invoice/ Written statement from your 1st to 2nd of June 2022 accommodation that clearly states the amount that can/cannot be refunded to you and the credit/ rebooking options offered to you as a result of the cancellation or not using it due to the delay. (We need this information for us to determine the expenses that you are unable to recover from any sources) - This is completely irrelevant because I never submitted part of my claim non/refunfundable accommodation from 'other sources' for the night of my flight cancellation/delay. I didn't submit this because it doesn't exist. I book my accommodation last minute and had no acccommodation booked at my detination for my arrival. I am claiming for taxis and accommodation I incurred because of my airline confimed cancelled flight at my origin (which is covered under the policy).

All this for $300 I am entitled to under the policy for $620 in expenses I incurred. I would avoid Insure and Go and their underwriters like the plague. They stonewall and delay as much as possible.

Previously I have only ever claimed travel insurance once (ANZ CC) and this was underwritten by Allianz and was processed smoothly. For my upcoming trip to Europe my NAB credit card insurance is underwritten by Allianz and looking at the PDS it is more 'generous' than the paid policy I am trying to claim for above. Paid insurance policies are not necessarily better and we are sticking with our 'free' CC insurance.
I have also in the past claimed from Allianz as CC insurance. They were very supportive and their requests very clear. Something I always do now is to keep the credit card statements showing my holiday deposit and/or return flights with my itinerary and trip receipts. Those are the first documents requested.

i am glad you also had a good experience with Allianz. Thank you for the feedback on Insure and Go. I’m sticking to free ANZ CC insurance in the future too.
 
Last edited:

MEL_Traveller

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I have also in the past claimed from Allianz as CC insurance. They were very supportive and their requests very clear. Something I always do now is to keep the credit card statements showing my holiday deposit and/or return flights with my itinerary and trip receipts. Those are the first documents requested.

i am glad you also had a good experience with Allianz. Thank you for the feedback on Insure and Go. I’m sticking to free CC insurance in the future too.
Agree! I had a medical issue (pre covid) requiring emergency hospitalisation in Bali… ANZ CC went above and beyond with regular calls to the hospital to check on progress - either with the doctors directly, or me when I was well enough - and setting up the whole claim so pretty much all I had to do on return to Australia was submit a copy of the bill I paid on discharge. A week after arriving back I still hadn’t sent in the bill and they called to make sure I was ok and emailed a link to the completed claim form!
 

Brissy1

Member
Joined
Apr 27, 2016
Posts
479
So an update, Insure and Go kept sending me emails saying they hadn't received any of my documentation before they admitted they had actually received my documentation, however they have now requested:

• Copy of ORIGINAL evidence to show dates of outward and return travel, from and to Australia (for validity of policy) - fair enough and I have now sent this to them but question why wasn't this requested originally? I interpretted their original wording as my impacted/cancelled/rebooked/ flights.

Booking confirmation and Cancellation Invoice/ Written statement from your 1st to 2nd of June 2022 accommodation that clearly states the amount that can/cannot be refunded to you and the credit/ rebooking options offered to you as a result of the cancellation or not using it due to the delay. (We need this information for us to determine the expenses that you are unable to recover from any sources) - This is completely irrelevant because I never submitted part of my claim non/refunfundable accommodation from 'other sources' for the night of my flight cancellation/delay. I didn't submit this because it doesn't exist. I book my accommodation last minute and had no acccommodation booked at my detination for my arrival. I am claiming for taxis and accommodation I incurred because of my airline confimed cancelled flight at my origin (which is covered under the policy).

All this for $300 I am entitled to under the policy for $620 in expenses I incurred. I would avoid Insure and Go and their underwriters like the plague. They stonewall and delay as much as possible.

Previously I have only ever claimed travel insurance once (ANZ CC) and this was underwritten by Allianz and was processed smoothly. For my upcoming trip to Europe my NAB credit card insurance is underwritten by Allianz and looking at the PDS it is more 'generous' than the paid policy I am trying to claim for above. Paid insurance policies are not necessarily better and we are sticking with our 'free' CC insurance.
Unbelievable (or perhaps not) what they're doing to you. Good on you persisting, and sharing/warning us.

On topic, booked family to Nounea using anz flyer black cr card. Points, + taxes etc. of about $700 onto the card. Didn't expect free os insurance coverage from them nor my other premium cards (Citi and Macquarie), as pds generally states "entire cost of the return trip..." and I used points".
But, an other link on anz states eligible inc covid if "at least $250 as been charged on .." So looks like we are covered.

Anyone claimed on free anz black insurance after booking flights using points?
 

MEL_Traveller

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Unbelievable (or perhaps not) what they're doing to you. Good on you persisting, and sharing/warning us.

On topic, booked family to Nounea using anz flyer black cr card. Points, + taxes etc. of about $700 onto the card. Didn't expect free os insurance coverage from them nor my other premium cards (Citi and Macquarie), as pds generally states "entire cost of the return trip..." and I used points".
But, an other link on anz states eligible inc covid if "at least $250 as been charged on .." So looks like we are covered.

Anyone claimed on free anz black insurance after booking flights using points?
Points flight doesn’t matter… ANZ only requires $250 pre-paid spend… that can be anything… taxes, hotels, cars, insurance.
 

Brissy1

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Posts
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Points flight doesn’t matter… ANZ only requires $250 pre-paid spend… that can be anything… taxes, hotels, cars, insurance.
Thanks Mel, an easy eligibility. Unfortunately (for anz) they have os transaction fees so those os payments (hotel) will go onto another card. I feel bad as I'm getting free anz insurance.... and now I'm over it :)
 

MEL_Traveller

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Thanks Mel, an easy eligibility. Unfortunately (for anz) they have os transaction fees so those os payments (hotel) will go onto another card. I feel bad as I'm getting free anz insurance.... and now I'm over it :)
Exactly! ANZ gets my (small) annual fee and only aussie $ transactions.

But there’ll be a lot more people who use the card for everything.

They wouldn’t be offering it if it was seen as a good incentive for people to spend, and make them money! :)
 

Port Power

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Exactly! ANZ gets my (small) annual fee and only aussie $ transactions.

But there’ll be a lot more people who use the card for everything.

They wouldn’t be offering it if it was seen as a good incentive for people to spend, and make them money! :)
Usually the flights from Australia will be in AUD, or the cruise, so there is the insurance sorted. So there is no reason to have to use your CC for an overseas transaction to trigger the travel insurance. As the trip has to originate in Australia IIRM, then the overseas transaction fee of 3% is irrelevant.

And yes, I only use the ANZ CC in Australia. I have another one for international use. Most of the trip will be on the former, though.


edit: I think I misinterpreted your post. (Guilt) Yep, over it!
 
Last edited:

stm1sydney

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Thanks Mel, an easy eligibility. Unfortunately (for anz) they have os transaction fees so those os payments (hotel) will go onto another card. I feel bad as I'm getting free anz insurance.... and now I'm over it :)
You're right, but it's only $250, so I'm booking one of my hotels on the ANZ black visa to get the insurance (3% of $260 is about $7.50), then everything else will go on the 28 Degrees mcard. Does anyone have any concerns about the ANZ insurance, eg major and unusual exclusions?
 

Port Power

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You're right, but it's only $250, so I'm booking one of my hotels on the ANZ black visa to get the insurance (3% of $260 is about $7.50), then everything else will go on the 28 Degrees mcard. Does anyone have any concerns about the ANZ insurance, eg major and unusual exclusions?
I have had three major claims with no problems at all. No major exclusions, just the usual regarding pre-existing illnesses and age. I have told my mother I won't be flying home for her funeral! She loves a laugh. 😂
 
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Cddc

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So an update, Insure and Go kept sending me emails saying they hadn't received any of my documentation before they admitted they had actually received my documentation, however they have now requested:
Further updates: After writing an unflattering review on productreview.com.au, it gave me the option to send the review to a Company Rep for mediation before publishing. I had my claim assessed and approved the following day. After the money hit my account I still published my review. I wonder how many reviews don't get published?

I forgot that I also had insurance through my NAB card so I claimed the remainder I was out pocket through that insurance and their underwriter, Allianz, who also paid out. No issues.

My NAB insurance is actually more generous than the Insure and Go policy. I don't see any glaring gotchas in the NAB PDS so going to rely on this for an upcoming trip to Turkey and Greece and also have a backup insurance policy with Covermore, provided 'free' through the Commbank Ultimate credit card.

It appears the Commbank Covermore policy is similar to the paid Covermore comprehensive policy and only requires activation through internet banking with no spend requirement on the card (return ticket, etc). If you are going to take out a paid comprehensive Covermore policy directly with Covermore, a more affordable alternative may be getting a Commbank Ultimate credit card instead (no annual fee when you spend a certain amount on the card each month and no foreign transaction fees) and activating the insurance before you leave. I only discovered this card yesterday when looking for no foreign transaction fee credit cards and haven't read the PDS yet so take this information with care.

Cheers
 

levelnine

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It seems like Allianz is a good travel insurance provider.

What paid options exist for Allianz (apart from Allianz itself)? Do they underwrite for any other providers?
 

ChrisMars

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It seems like Allianz is a good travel insurance provider.

What paid options exist for Allianz (apart from Allianz itself)? Do they underwrite for any other providers?
ANZ credit card and westpack credit card travel insurance seems to use it. I rely on those for my next trip.
 

TheRealTMA

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ANZ credit card and westpack credit card travel insurance seems to use it. I rely on those for my next trip.
I used to rely on Amex CC insurance and it has server us very well including a $32K bill for torn quadricepts tendon repair in Vienna one Xmas, but now with some pre-existing conditions (which CC insurances now specifically refuse to cover you if you have ANY) for the next trip we've gone witgh InsureAndGo as a backup just in case.
 

levelnine

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but now with some pre-existing conditions (which CC insurances now specifically refuse to cover you if you have ANY)
This is the reason I asked. Looking for coverage for my parents who have pre-existing conditions and therefore CC insurance is unsuitable for them.
 

TheRealTMA

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This is the reason I asked. Looking for coverage for my parents who have pre-existing conditions and therefore CC insurance is unsuitable for them.
CC insurances used to cover the main pre-existing conditions if they were stable and under treatment. But seems that now it can be tricky and does one just wing it with CC insurance and wish and hope they pay out if they discover you have a pre-existing condition. Not worth the worry IMHO. I looked at quite a few and chose InsureAndGo since they had auto coverage for the majority of pre-existing conditions (blood pressure etc) and they offered coverage of some extra conditions without extra charge. I thought Covermore, Medibank, RACQ, Alliance etc were not as generous in their covers. Covermore say you have to declare if you take Panadol for back pain for instance.

POI: Recommend that you don't enter your real email address on the find insurance amalgamation web sites such as CompareTheMarket etc. I used a couple of these web sites and the next day I got a huge 500% increase in spam emails. Not impressed. Had to add 35 word filters to my spam blocks to stop them.
 

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