I booked a flight from Singapore to Melbourne on December 29, 2000 (Booking W6SBFC). For this I was charged $AU1350 (In "normal" times Scoot's charge for this route is AU$199). Despite the fact that, taking advantage of the lack of competition through border closures, the fare was exorbitant and they still maintained their budget airline, no fare refund policy. (By contrast, their parent company Singapore Airlines charged only AU$895 for the London to Singapore leg, with full cabin service and guaranteed refundability or changeability of dates.) Because of the volatility of the situation with COVID I took advantage of Scoot's flight insurance option, called "ScootInsure". According to the website this would cover me in case of flight cancellation, journey cancellation etc etc. Following payment of the insurance option I was emailed, not by Scoot or even ScootInsure, but by AXA, acknowledging my payment and forwarding the detailed policy document. It is important to note that previously there was no mention of a third party company, and no opportunity to view the policy document ie. until AFTER I paid the premium. Subsequently, the UK variant of COVID hit the world and all travel between the UK and Singapore was banned, thus preventing me from boarding either the Singapore Airlines flight from London or the Scoot flight from Singapore. I contacted Scoot and as expected, on two occasions they refused to pay the refund, However they assured me that it would be fine, because I had availed myself of the insurance option. AXA, the third party insurer subsequently refused to pay because the exact circumstances of my inability to take the flight were not spelled out in the policy, but this is the subject of another complaint - against AXA. My complaint here is ScootInsure and Scoot's marketing by, I believe false and misleading information. 1. No mention of AXA or any third party 2. Failure to provide proper information on policy coverage until AFTER I paid 3. Scoot's belief (or else false promises) that the policy covered journey cancellation through no fault of my own. Without the risk avoidance provided by the insurance coverage, it is doubtful that I would have ever proceeded with the airline booking - too risky in a no refund situation. I believe that the circumstances warrant a full refund, regardless of their "no refund" policy. Internally, I believe Scoot should review and change their ScootInsure methods to make the situation more transparent so that intended passengers know exactly what they are buying. As for me, sadly as a former frequent traveller on FlyScoot, unless a refund is paid they will never see me on board one of their aircraft again.