Product Design & Distribution Policy
Go Insurance is committed to designing and distributing our travel insurance products with our customers’ needs at the centre. We aim to develop products that suit the people they are intended for, distribute them responsibly, and keep checking that they continue to meet our customers’ needs.
Go Insurance is a registered trading name of Go Unlimited Pty Ltd (ABN 74 149 217 925), the holder of Australian Financial Services Licence No. 404782. We issue our travel insurance products on behalf of Certain Underwriters at Lloyd’s.
Our products are provided in line with the General Insurance Code of Practice, which sets standards of service for general insurance customers. Go Insurance is a proud supporter of the Code, and you can obtain a copy at www.codeofpractice.com.au.
Our Design & Distribution Commitment
Target Market Determinations (TMDs)
For each of our retail travel insurance products we prepare a Target Market Determination (TMD) — a document that helps make sure the right products reach the right customers.
What a TMD Describes
View Our TMDs
Our TMDs are available free of charge on our website, so you can check that a product is right for you before you buy.
Designing Our Products
When we design a product, or make a significant change to one, we consider the objectives, financial situation and needs of the customers it is intended for. This includes:
We take particular care to consider customers who may be experiencing vulnerability — see how we’re supporting our customers.
Distributing Our Products Responsibly
We distribute our products only through channels that are appropriate for the customers they are designed for. Our authorised distribution channels are:
We take sensible steps that are reasonably likely to result in our products reaching customers within the intended target market. We also apply distribution conditions and controls — for example, some products cannot be purchased online by travellers aged over 75, who instead deal with us or an authorised distributor so their eligibility can be assessed before cover is offered.
Our Commitment Continues After a Product Is Sold
We review our products and their TMDs regularly, and sooner if something suggests a product may no longer be right for its target market — for example, patterns in complaints or claims, a change to the product or how it is distributed, or a change in regulation.
Where a review shows a product could be improved, we update the product, its TMD or the way it is distributed. If a product is no longer suitable or no longer offers value, we may withdraw it.
Questions, Feedback or Complaints
If you have a question about one of our products, or feedback or a complaint, we would like to hear from you.
Contact Go Insurance
Helpful Links
Product Design & Distribution — Frequently Asked Questions
Common questions about how Go Insurance designs, distributes and reviews its travel insurance products.
What is a Target Market Determination (TMD)?
A TMD is a document that sets out the customers a product has been designed for, the conditions under which it can be distributed, and how often we review it. We prepare a TMD for each of our retail travel insurance products, and they’re available free on our website. View our Target Market Determinations.
Where can I find Go Insurance’s Target Market Determinations?
Our TMDs are available free of charge on our website. You can view our Target Market Determinations at any time to check a product is right for you before you buy.
How does Go Insurance decide who a product is designed for?
We consider the objectives, financial situation and needs of the customers a product is intended for. This includes the cover and exclusions, product value, claims experience, and customer and distributor feedback. We take particular care to consider customers who may be experiencing vulnerability.
How can I buy a Go Insurance travel insurance policy?
You can buy through our authorised distribution channels: the Go Insurance website, our call centre, travel agencies that hold a Distribution Agreement with us, and licensed insurance brokers who have been approved by us. We only distribute through channels appropriate for the customers a product is designed for.
Can travellers aged over 75 buy cover online?
Some products cannot be purchased online by travellers aged over 75. Instead, these travellers deal with us or an authorised distributor, so their eligibility can be assessed before cover is offered.
How do I give feedback or make a complaint about a product?
Contact Go Insurance on 1300 819 888 or email customerrelations@goinsurance.com.au — we’d like to hear from you. You can also read about how we handle complaints.