CEGA Group Bewertungen 169

Arrived on holiday to Marbella on the 06/04/25, suddenly became very ill ( dehydrated). Ended up in a private hospital. Had to pay a €500 deposit , lucky my husband was with me to do this. Contacted my insurance the next day, I spoke with Melissa who was very helpful. I asked Melissa to speak to the hospital for me which she did. Send over my medical paperwork and all was sorted and refunded within 2 weeks of this happening. I read the bad reviews but my experience was fantastic.

My recent experience with CEGA during a medical emergency in America has been overwhelmingly negative and distressing. On [date], I endured 18 hours of seizures and was on the verge of being placed in an induced coma before regaining consciousness. Despite the urgency and severity of my condition, CEGA required me to contact them within 48 hours of the incident to avoid voiding my claim. With the help of my sister, I managed to make the call the following day.
However, the case handler I spoke to was incredibly rude and unsympathetic. As I struggled to explain my situation, she showed no patience, forcing my sister to step in and take over the call. The entire process was confusing, and CEGA refused to confirm whether my insurance would cover the high costs involved. Additionally, they provided no support while we were stranded abroad.
We adhered to their 7-day guidelines and booked our own flights on a credit card, yet received no assistance with hotel accommodations. Had I been traveling alone, I would have been unable to make these arrangements due to my condition, adding significant stress to an already traumatizing experience.
Upon returning home, I had to consult a contract lawyer to confirm my coverage, as CEGA remained unresponsive. Waiting for the insurance company's confirmation would have delayed my return by three weeks. It has now been four weeks, and I am still unable to file a claim for expenses outside of medical costs due to the lack of a clear process. Emails to CEGA take 5-10 working days for a response, which is unacceptable.
I filed a complaint about the original call handler, but the complaint handler, upon reviewing the call, claimed there were no issues. My requests for the call recording and all case notes have been ignored. Given these circumstances and after reviewing previous reviews, I intend to lodge a complaint with the financial ombudsman.
Overall, the service I received from CEGA was wholly inadequate, causing considerable stress and financial burden. I would strongly advise against using CEGA for any insurance needs.

Arm broken during the ski accident, unfortunately CEGA was assigned to provide assistance by our insurer. As others reported: zero communication, zero help, had to do everything ourselves and make decisions on the ground. They claimed it takes 24 hours to translate documents from French and they couldn't talk to hospital as no one there speaks English! It would be funny in a comedy sketch, but not funny at all in real life. Someone has to stop this madness, these guys are utterly unfit to run international assistance. Will report my experience to the insurer and move insurance anywhere where they don't use CEGA.

I recently found that Nationwide bank are using these as their so called Aviva travel insurance company , if you make a claim it is an absolute nightmare,

They ask for the same information over and over , I do not believe they should be in business at all ,
if you have the choice dont waste your time or money find a better company

AVOID AVOID AVOID.

They will take your money, but you will receive no service if you attempt to make a claim.

Your phone calls will get cut off and emails will be ignored.

You will be out of pocket and have zero chance of claim settlement.

Zero communications when I most needed it. Then when I got home, the claim process was completed by handwriting my claim and sending iot to them - This is what we did 30 years ago.

Nationwide - You should really review who you deal with.

Terrible communication. Have to keep chasing. Family member had an acute heart attack whilst skiing. All very nice on the phone but absolutely no communication either via email or phone call at all after first call to them despite repeatedly asking for email confirmation either to questions or next step.
1. had to organise own accommodation in the meantime with no guidance
2. multiple delays in repatriation -we went ALL information to them as requested once we had them. Asked to start process of repatriation but it had to be stepwise.
3. Delay departure for 6 days due to lack of staff to do X Y and Z
4. 7 case managers and counting.. hence no accountability to our case (they do shift work but do not work as a team so each phone call had to be re-explained)
5. If we didnt call, we didnt get an answer to questions
6. no followup with email after answers were answered verbally
7. very little communication as to what next steps were - we had to chase with multiple stressful phone calls and then re-explain the situation
8. inaccurate information given as each case manager had to look up the case

The company is very badly structured. Understaffed and overworked people with no continuity because they couldn't provide it due to lack of time.

Absolutely horrendous.

My next insurance, I will be asking who is administering the claims.. If it is CEGA - I would pay 3 times the amount to avoid them

In Tenerife currently suffering from what seems the usual CEGA application of under-resourced administrative delays, hoping like countless others that we will give up and take matters into own hand. Truly despicable care of customers. One reason after another give, all delaying required care. It's infuriating and putting lives at risk.

We had the simplest circumstances. A broken arm in the Alps (like many Brits, at this time of year), albeit complicated by the fact that the patient has limited mobility at the best of times. All CEGA really had to do was to arrange top get us home promptly (not least as finding 'emergency’ accommodation in the Alps at peak peak season is almost impossible.) It was obvious from the beginning that a road transfer back to the UK was going to be necessary. On the second day of fatuous 'reviewing' of the situation – there was nothing to review! – we gave up and made our own arrangements to come home. CEGA finally tried to get in touch to make arrangements just after we had set off. It was telling that, when we had told the hospital staff of CEGA's involvement, they rolled their eyes. "If you want anything doing, you will have to push push push for it“, one said. (All a shame. On a trip last year, requiring the underwriting of medical bills, CEGA proved really quite efficient. But a service like this needs to be reliable, not just one which only really works 'on a good day'!)

I cannot fault at all the service that CEGA provided for me, after I broke my ankle in Australia. I managed to do so at the bottom of a valley, so had to be airlifted to a nearby hospital, followed by a surgery to put pins and plates in a couple of days later.

I had insurance with Admiral, and CEGA reached out to me after my initial call with Admiral (who were not very helpful, advising that I try and get it all covered with Medicare rather than themselves). After receiving my discharge paperwork, they assured me that all costs would be completely covered, and that they would also be upgrading my flights home to business class for easier travel, which was very unexpected.

All of my emails were replied to promptly, generally within a couple of hours, and they've had no problem covering bills that have arrived since I've been home, like the air ambulance, which would have been thousands alone.

I'm surprised to see so many bad reviews, as my experience with CEGA has been nothing short of perfect, highly recommend.

They left me stranded after suffering a significant heart attack I had to find my own way home. I had delayed surgery in uk because of Cega. Very stressful they spent 4 weeks badgering my gp’s for info to see if I had declared everything. No care or compassion and they have offered me £ 200 compensation when I was out of pocket by thousands. My life was put at risk by their lack of care. My insurance was with Admiral but they use Cega if there is medical assistance required. None was given.

The service provided by CEGA - purchased through Aviva - was literally life-saving. My father-in-law developed flu on a cruise to Florida. He eventually went to urgent care and they diagnosed him with pneumonia and took him into hospital and put him on oxygen. CEGA were fine with this and helped him navigate the process. After he was allowed to leave hospital and go to his apartment, the CEGA contact - who was a qualified nurse - phoned him at home and was able to explain the care that he was receiving (more clearly than the doctors in the hospital). The nurse noticed that he had developed a cough and insisted that he go back to the hospital for further tests, and emailed a detailed list of tests that he wanted done. It turned out that my father-in-law had developed blood clots on the lungs. These migrated up from his swollen ankles; had they migrated up to his head, he would have died of stroke. He was instantly readmitted and given blood thinners to resolve the problem. The CEGA representative spoke to my father-in-law and the nurses in the hospital directly in a conference call to find out what was the situation and what measures were being taken. My father-in-law was later released and prescribed some very expensive medication, which CEGA have made no bones about. Their knowledgeable and persistent follow-up saved his life. They just checked in with him again by phone from England on a Sunday afternoon (evening, their time). They have been discussing the safest way to repatriate him to the UK. What more can you ask for?

I currently get travel insurance through Nationwide as part of a monthly fee I pay.
Recently on a trip to Barcelona I came down ill and had to go to the emergency room, unfortunately I was dealing with acute appendicitis and required immediate surgery. The catch however, they refused to operate on me (even though they said it needs to happen right now) until either my travel insurance issues a guarantee of payment or I cough up 15k in cash.
Obviously at this point I go into a slight panic, I call the emergency travel insurance line and my case manager Shannon or Haley (sorry not 100% which one it was), calmed me down on the phone and said they had received the hospitals report, they said leave it with them whilst they quickly validate it with their Spanish nurse and they will come back asap. Within 45 minutes, I had a call back, the case manager had successfully verified everything and had issued the guarantee of payment to the hospital. 45 minutes after that I was on the operating table.

I cannot fault CEGA at all, they have been perfect, even having a number of followup calls to ensure everything is ok with me and if I need anything else.

Highly recommend CEGA.

I was recently in hospital in Spain for a week with severe chest pain. The hospital dealt directly with CEGA who covered all medical bills and travel home
Missed my flight home CEGA arranged for door to door transport for myself and my wife with a doctor all the way.
I was really surprised as I had a bad experience a few years ago when my wife was in hospital and it took a year and 36 emails to get the claim settled .We are both over 80 years

Absolutely awful experience! I have Barclays travel insurance and had a heart attack in Cyprus, won’t wife contacted the travel insurance, which is Cega on behalf of Barclays. They were helpful at first and then it all went down hill. No one would ever call me back no matter how much I requested call backs, they prevented me from having medical assistance and never ever explained the process to me.

My poor wife was so stressed throughout this and not 1 person reassured her. I cannot believe how rude and cold this company is, I will be finding new insurance that doesn’t go through CEGA.

The cega group are behind canopius claims. Avoid at all costs. A simple insurance claim simply ignored just an automatic response to every email. And this is a company insurance account

CEGA's second call went through a list of completely inappropriate questions for a one year old. Does he smoke, does he drink more than the recommended amount?

Completely inappropriate questions for a child. It actually seemed quite insensitive, the call handler admitted the questions were completely inappropriate before beginning and carrying on with the weirdest and most random questions about a baby.

Why not change the assessment for a child. It comes across as uncaring, insensitive and unprofessional.

Extremely vague about what travel expenses would be covered and generally not helpful at all.

[context of our calls and claim was a Health emergency in Spain with a 1 year old, A&E followed by two sets of surgery and a 12 night stay in hospital. Alternated days in hospital between my wife and I as there was only a chair in our son's hospital room to sleep in which was challenging. We had to pay upfront for accommodation to look after our daughter on alternating days.]

Thankfully all direct healthcare costs were covered by GHIC card through UK government as we were at a public hospital.

We had to cover accommodation costs ourselves upfront and we are still waiting for an acknowledgment of our claim 14 days after submitting it.

I had a serious car accident in Dijon, France on the 9th of July 2024.
As my car was written-off and was left with virtually nothing, I immediately contacted Admiral Travel Insurance in
order to inform them of the incident.
To cut a long story short, it turns out that Admiral uses CEGA for overseas problems and repatriation.
This company left me stranded for five days in a hotel with my two dogs, and I was on the verge of a nervous breakdown due to CEGA's lack of assistance and information regarding our return home.
(I even had to contact the British Consulate in Marseille for help.)
After my NINTH phone call to CEGA on the 12th, I decided to ask friends if they would be able to collect me from Calais. Eventually, a friend’s father agreed to help me out.
I then organised for a taxi to take us to Calais the following day. This cost me
€1350 at the time.
(Admiral have now reimbursed most of my monies paid out, although I am currently in the process of contacting the ombudsman for assistance with a
reimbursement that they are refusing to pay.)
Why on earth would Admiral use such an inefficient and unprofessional company?
Do they not read reviews in places such as Trust Pilot?

I currently have a claim with this company.
There customer service is none existence.
My case was opened on the 14th June & documents submitted 24th June.
To date I haven't received any confirmation from them. The only time they contact is when I've called or emailed.
I've lost count of the amount of emails
and phone calls I have made.

Barclays why do you use this company.

Frustrated

We had to engage with Cega following a cycling accident in France and subsequent spinal surgery in Switzerland.
Initial contact was reassuring, being told that everything would be handled for me. Frustration began to build as every time we called for an update on next steps regarding my hospital discharge, we were told that people working on my case were not available and would call back by the end of the day. Each time we had to chase for the call back as the promised contact was not forthcoming. We eventually had to book our own hotel after leaving the hospital, and after 2 days booked our own repatriation flights as Cega could not get us home in a timely manner.
Reading other feedback, I was extremely nervous that my claim would not be efficiently handled, but it was.
Not only was it settled, in full, within 15 working days, Cega were also very flexible, settling some elements of the claim which were at their discretion (mainly my partner’s full expenses once she had travelled out during my hospital stay). I have to say that we were very thorough with the evidence of expenditure which we provided, and if this is not supplied, it will always delay a claim.
If the telephone contact had been better during the early stages of my hospitalisation (when you really do need reassurance), this would have been a 4-5 star experience.