Insureandgo Arvostelua 

I have taken out a policy with these and am trying to tell them of a minor amendment to my medication. It is proving impossible with no facility to do so on their so called website, no answer to the phone lines and totally useless on line chat.
This greatly worries me as, unless I tell them, I am sure they will cause huge issues if I have to make a claim. I am greatly worried about what sort of cover they actually offer. Unfortunately I have an annual policy which I now greatly regret.

Do not use.
After more than 20 years of using Insure and Go, and despite holding Business Gold multi-trip cover, they failed to meet their obligations by refusing to pay for medical assistance whilst abroad.
They also failed to follow their own complaints procedure.
The matter is now being referred to the FCA.

Title:
Shocking Delays & Deliberate Obstruction – Avoid InsureandGo / Zurich Insurance!
​Review:
I am writing this review to express my absolute frustration and disappointment with InsureandGo (underwritten by Zurich Insurance) regarding my claims (Policy: IGA463053177 / Claim Ref: ZUR5/190953 & ZUR5/192651).
​The incident occurred almost TWO MONTHS ago on 8 June 2026 during a cruise excursion. I submitted my initial medical claim on 11 June, complete with all ironclad evidence (cruise doctor’s referral letter, official medical receipt for €352.48, and X-ray findings). Since then, I have sent well over 10 emails pleading for updates, only to be met with complete silence, automated generic template replies, and severe administrative delays.
​Even worse, for a separate simple €40 personal cash theft claim in Rome (which happened during the cruise), where I already provided the official Italian police report, taxi driver’s license plate, and exact locations, they are now demanding irrelevant documents such as "original flight and hotel booking invoices"! Why on earth would flight and hotel invoices be required for a cash theft that happened during a cruise excursion with a local taxi? This is a transparent delay tactic designed to wear out policyholders so they give up.
​It has been nearly two months, and despite submitting a Formal Stage 1 Complaint on 6 July 2026, my money has still not been reimbursed, and no human handler seems to care.

If you are looking for a real challenge in life, have way too much free time on your hands, and enjoy spending nearly two months writing over 15 ignored follow-up emails—only to end up having to escalate the matter to the Financial Ombudsman Service—then by all means, buy your insurance from InsureandGo and Zurich Insurance.

Have tried repeatedly to renew online but it never takes payment. Gave up and went elsewhere. I just wanted to complete the transaction online without having to call a call centre, but if this is made impossible you lose business.

I spoke to a representative called Louise who made the quite complicated health screenings process very clear indeed. She was very friendly and professional in her approach. Well done Louise!

ALWAYS, ALWAYS remember "BUYER, BEWARE!" I can't fault the person I spoke to at Insure and Go after receiving a flyer through my door, claiming Five Star ratings on defat and Trustpilot and offering a 20% discount. Well, it may be that a few people rated them that on their experience but it's not overall, I think. I can't see any of the reviewers commenting on how claims are handled which is ultimately what we're buying with insurance. As I was about to go through the payment system for a premium of £219.69, I just checked myself and called a temporary halt. I have now got the same cover from the Post Office for £168.27. DON'T BE IN A RUSH AND ALWAYS DO YOUR RESEARCH.

Pros - good value etc. I didn't need to make a claim so can't comment on that.
Cons - I was unaware when I bought the policy that it would autorenew [apparently this is mentioned right at the end just before purchase]. When I got the renewal email it was incredibly difficult to cancel the policy - I couldn't find any way to do it online and had to go through 15 mins of phone hassle to talk to an agent. But she then cancelled it immediately.

ideally i want insurance for medical repatriation, as i only go to Cyprus where i have a house but that is not possible. this is the best deal as i amcovered for 46 days

Terrible treatment by this company .
Been with them for over 10 years.
Made no claims
This time round they had the cheek to chuck an extra £60 onto my annual renewal fee!
Thinking it must be a mistake , I emailed them .
No it was not a mistake, they had jacked their price up.
When I asked why they answered ‘ when calculating the premium, these factors include: your medical conditions, your destination, the duration of your trip, age, and the number of travellers.’
And refused to go into further detail.
How dare they take such an arrogant and disrespectful attitude.
So much for no claims and customer loyalty!
Insure and Go have gone downhill as a company and I am not insuring with such a nightmare of a company again.0/10

I had a problem with my missing travel insurance policy
Tom at the cardiff office. Set about dealing with this issue. Which took a couple of days to rectify. Kept me well informed of the progress.
Totally beyond the call if duty
Tom should be Oscar Nominated for best Supporting Role
I cannot praise Tom enough for his expert /customer caring way of bringing this issue to a brilliant conclusion.

I spoke with Abs today who was really thorough in helping me get insurance even with an undiagnosed condition and a known medical condition. He was really pleasant, knowledgeable and helpful and gave me the space to take a decision calling me back a couple of hours later for my decision. Very personable, he tells me he even does the dishes at home!! Abs is a great asset to Insure and Go I think and he certainly made sure I knew all the necessary stuff for my policy in a really friendly way with no jargon. I was recommended the company by a friend and I have no hesitation in recommending them myself. Obviously I have not yet put the policy to the test and hope not to but feel I am likely to be covered as expected.

Ryea was clear and helpful, we managed the transaction effectively. Service on the call was faultless .
Earlier I tried to get through on a different number provided to me by email , the website said the site was open but the recorded message said not

The young gentleman i spoke too, his name is Brett, was so very helpful, took his time explaining about my Insurance Policy. Made is easy for me too understand all about the policy i was taking out. Got me a good price which i really appreciated. He had too repeat a few things too me as im partly deaf, but he was so patient, this young man is an important assett too this company, Insureandgo. Thank you Brett for you excellent customer service. Kind regards Mrs Myatt.

Still waiting to hear from I&G - they respond when they see comments on TrustPilot - otherwise it is painfully slow. Suspect they will take their 8 weeks allowed to investigate to the wire before issuing final letter - in order for me to take it to the F.O. if necessary. I have discovered that IES LTD are the insurance intermediary, I&G an insurance service company that administers I&G policies. Parent company is NSM insurance group - IES Ltd licensed by Gibraltar Financial Services…….plus Zurich underwriters and CSS assessor company….so that’s 5 companies involved ? i do wonder if the number of staff involved has any impact on the high price of our travel insurance policies???? WHICH consumer association have launched an investigation into travel insurance companies, due to the high number of complaints they receive from clients regarding travel insurance difficulties

Tried to follow up a complaint to see what progress had been made (now been waiting over six weeks). Was told I had to ring the “complaints department number”, and was given another telephone number. Turns out it’s for the insurance ombudsman. Mickey Mouse firm = employ jokers.
Look elsewhere if you want customer service.

Year 1 premium £217.71. With no changes to me or the policy I was invited to renew for year 2 at a premium of £432.90.
No explanation enclosed, and none offered when I asked.
They must be joking!

The operative, Peter, was very helpful and assisted me to secure my family travel annual insurance thanks

Just taken out a policy with them based on a recent quote which is fine and I have no issue with. What is annoying me though is that I am getting daily emails reminding me of my quotes. Does their system not update to the fact that I have purchased a policy. It’s so annoying!

Another unwanted "auto renewal" , with a debit a year after.
They know who I am when it comes to debit my credit card but when I complained, my policy doesnt seem to exist.

Each year have reduced cover and put up premium, when I got my renewal said I’d get a 10% loyalty discount, yet cheaper if i insured as new customer, have reviewed before, but get weekly emails asking me to review? Sowill keep doing so