We’re here when life doesn’t go to plan
At Go Insurance, we understand that life doesn’t always go to plan, and that sometimes our customers need extra support and assistance. Whatever you’re facing, the options below point you to the right help — and you’re always welcome to contact us directly.
Financial Hardship
If you’re having trouble meeting a payment you owe us, we can help — with more time to pay, a payment plan, or another arrangement that suits your situation.
Family Violence
We support customers affected by family violence safely, sensitively and privately — protecting your information and referring you to specialist services.
Vulnerable Customers
Vulnerability is personal, and can be temporary or permanent. We tailor extra assistance to your circumstances — just let us know what would help.
Making a Claim
Need to lodge a claim or follow one up? Our claims team can guide you through what to do, what to provide, and what happens next.
Making a Complaint
If something hasn’t met your expectations, we want to hear about it. We’ll work to put it right through our complaints process and the Code of Practice.
Target Market Determinations
Trying to decide whether a Go Insurance policy is right for you? Our TMDs set out who each product is designed for, so you can choose with confidence.
How to reach us
Prefer to talk it through? Our team is here to help. Choose whichever option suits you.
Medical emergency while travelling?
If you have a medical emergency overseas and need urgent assistance, contact our emergency assistance team any time, 24/7, on +61 7 3481 9880 or email sos@goinsurance.com.au. In a life-threatening emergency, always call local emergency services first.
Frequently asked questions
What Australian customers most often ask about the support Go Insurance offers.
What support does Go Insurance offer if I’m doing it tough?
We have support for financial hardship, family violence, vulnerable customers, claims and complaints. Whatever you’re facing, contact us and we’ll point you to the right help.
I’m struggling to meet a payment I owe — what can Go Insurance do?
If you’re experiencing financial hardship, we can offer more time to pay, a payment plan, a reduced settlement, or another arrangement. See our financial hardship assistance page to apply.
How does Go Insurance support customers affected by family violence?
Safely, sensitively and privately. We agree a safe way to contact you, protect your information, handle claims sensitively, and refer you to specialist services. See our family violence support page.
What if I have additional needs or find things hard to manage?
We provide tailored assistance for vulnerable customers, and vulnerability can be temporary or permanent. Tell us what would make things easier, or read more on our vulnerable customers page.
How do I make or follow up a claim?
Contact our claims team on 1300 819 888 or claims@goinsurance.com.au, or visit the claims page. For an overseas medical emergency, call our 24/7 assistance team on +61 7 3481 9880.
How do I make a complaint?
Contact us on 1300 819 888 or customerrelations@goinsurance.com.au. We handle complaints under the General Insurance Code of Practice, and if you’re not satisfied you can escalate to AFCA. See our complaints page.
Not sure where to start? Just ask
If you’re unsure which option fits your situation, get in touch and we’ll help you find the right support.