A Smarter, Simpler Medical Screening Experience is Coming

At Go Insurance, we know that the health of your travellers is too important to get wrong. Over the years, you’ve shared feedback about our medical screening process and how it can sometimes feel confusing or leave room for mistakes. We’ve listened, and we’re making important changes to improve the experience for both you and your clients.

From Wednesday, 27 August, we’re introducing an updated, more robust medical screening process in Oskar. These enhancements are designed to make conversations simpler, reduce misunderstandings, and give your clients greater confidence in their cover.

Why We’re Making These Changes

Becoming unwell or injured while travelling can be stressful and overwhelming. The last thing anyone wants is to discover too late that their cover doesn’t provide the protection they expected.

We’ve seen too many travellers inadvertently under-insure themselves, often without realising it, and we want to change that. By improving how we collect and confirm medical information upfront, we can give your clients certainty about their cover and help avoid unpleasant surprises later.

Tackling Non-Disclosure and Protecting Travellers

In recent times, the travel insurance industry, including Go Insurance, has been battling a silent epidemic of non-disclosure and under-declaration of medical conditions. Sometimes this happens through simple error or misunderstanding, but in other cases it can involve deliberate omission.

These situations create challenges for everyone. When claims are made for conditions that should have been declared, it affects pricing, fairness, and protection. In some cases, an additional premium should have been paid, and in others, cover may not have been available at all if the correct disclosures had been made upfront.

By improving our medical screening process, we’re taking a proactive, industry-leading step to reduce these risks. These enhancements mean that travellers get the right cover from the start, agents can provide advice with more confidence, and pricing becomes fairer and more accurate.

For most travellers, this will result in no change or even a positive shift in pricing. For those whose health conditions put them at higher risk, the correct premium will ensure they have the right level of protection while helping keep costs sustainable across the board.

What’s Changing

1. Full Disclosure for Better Protection

From 27 August, travellers will need to disclose and screen all medical conditions, unless the  condition is fully covered under the Automatically Covered Conditions list. This ensures policies are tailored correctly to your clients’ needs. Where we’re unable to offer cover for a medical condition, we’ll let you know you can’t proceed online and our team will manually assess your travellers quote. Declaring details upfront avoids confusion at claim time and builds trust with your clients.

2. A Clearer, Simpler Journey

We’ve rebuilt the screening process to use plain, conversational language that guides you and your clients step by step. Most screenings take just a couple of minutes. You’ll see FAQs and helpful prompts right on-screen, so you always know what to ask. Travellers can feel confident knowing their policy is set up correctly from the start.

3. Fairer, More Accurate Pricing

These changes bring us in line with the rest of the travel insurance industry. By making sure everyone has the right level of cover, we can keep premiums lower for most travellers, price policies more accurately for clients who need additional protection, and deliver better value and more transparent coverage for all.

Designed With You in Mind

Your feedback has shaped these changes. We know that having the right tools helps you guide your clients with confidence, which is why we’ve made sure Oskar supports you at every step. Cleaner, simpler workflows, built-in FAQs to help with tricky scenarios, and a more intuitive experience make this an upgrade designed for you.

We’re Here to Support You

We understand that change can feel big, but our goal is to make this transition as smooth as possible. Our team is here to help you every step of the way, whether it’s answering questions, walking you through scenarios, or gathering your feedback as you start using the new process.

Together, we’re building stronger protection for travellers and making it easier for you to deliver peace of mind.