CEGA Group Bewertungen 

On going, stuck abroad, partner who's insurance it is has been in hospital a week tomorrow. 7 broken ribs, collapsed lung, pneumothorax.
3 days in state hospital where he was put on a drip and left. Finally moved to private hospital but only after cega said we had to sign a form saying we'd pay costs if insurance not approved. Private hospital done a scan and immediately drained the 600ml plus that had accumulated in his lung lining. They only confirmed yesterday that he was actually covered (after constantly asking for different things and signed forms every day). They said from Day 1 they would provide accommodation so I could stay near him. 7th night now and no reply to several emails, number I've been using previously is now saying number not recognised. Tried from partners phone, nothing. Tried a number I found online, hit option 2 and it just rings and rings.
They have a cheek to put the word assistance in their name.
Air ambulance call me to talk through what will happen and when (cyber attack making things difficult for London hospital to accept him atm), cega ring me 24 hrs later to inform me of what we already knew. It would seem its not just my emails they don't read.
Stressful enough with partner very ill and both being stuck abroad. I'm doing my best to support him but im shattered, skint and got no where to go and rest/sleep/shower. Using last of money to buy noodles and water , having spent my emergency funds on 4 days of hotels near each hospital.
A far cry from what we were told on the day this all started 7 days ago.

I bought holiday insurance through Cover For You, which was handled by CEGA Group and underwritten by AXA Insurance.

Unfortunately we had to cancel and amend our holiday in July 2023, due to the death of a close friend and work colleague.

I was originally told that the amendment was covered by the insurance and could go ahead and change with the travel company.
The travel company could not have been more helpful, and instructed us how to claim for the amended holiday.
This is when the trouble began.
I was told by CEGA that I was not covered.
Upon countless emails and calls, to which none were answered, I was eventually asked if my friend had actually passed away. Was I telling the truth? And even funnier, had I been on both holidays?
Months and months followed of getting nowhere with this company and I finally decided to contact the financial ombudsman.
They took over my case, and were also lied to at every point.
They were given numerous dates to settle the claim, of which the said they would, but nothing materialised.

Eventually the company realised that if they did not settle, court proceedings would have been started.

I was given a date that I would receive my payment, of course, which was not adhered to.
2 weeks later of constant contacting them, the money appeared in my bank account.
It was almost 1 year to the day since I had registered my claim.

I would advise anyone booking travel insurance to make sure that it is not in any way associated with CEGA Group.
They are rude, unhelpful, dishonest and have caused us a lot of unnecessary stress.
If I could have used no stars I absolutely would.
I really hope there comes a point when this company are no longer able to trade, as I would hate to think anyone else has to endure what we went through.

Ryanair has lost my suitcase and I have applied to my travel insurance to claim for my loss. From this company validation team, Connor Trussel called me for an interview and asked accusatory and challenging questions as if he were a police officer. After couple of days from this interview I have received an overbearing letter as if accusing me. They forget that they are communicating with customers and victim of airlines. Blaming people and being immoral does not mean doing your job well.

Along with many unfortunate people who have had a bad experience with CEGA we too had the misfortune to have dealings with them. They were acting as the agents for Aviva travel insurance. My wife had a fall in Tenerife and it was obvious she would have to attend the hospital. I spent half an hour on the phone to the Cega emergency line providing all our necessary details. At the hospital it was established my wife had broken ribs and a pneumothorax and needed to be admitted to ICU. Obviously the hospital needed confirmation that we had insurance cover before admission. It took Cega over 4 hours to confirm cover and then only after several phone calls and emails. As with other comments on this site,the communication with Cega was shocking. No reply to emails,no one taking responsibility. Total lack of care at at a time when you need them most. This is just a brief precis of our problems we encountered. It is quite obvious that these problems are not addressed by senior management at Cega and will continue to persist unless someone from MSM takes an interest and highlights their abysmal service

Insensitive, unprofessional, laid back attitude. Never shown any proactiveness. Choose someone else if you can

Difficult to reconcile all these reviews!
We had excellent experience - highly efficient and brilliant case manager Pauline Roach. Wife taken ill while away in Lanzarote . One call to case manager who attempted to find a Dr but only walk in clinics in our area Playa Blanca so she suggested use Hotel Rec, who immediately found a visiting Dr, case number given all checks completed over the phone Pauline also phoned back pm to check how we were progressing - kept in contact with her via e mails - wife started to recover after 3 days but CEGA kept case open until we arrived back in UK. I had to pay all costs €600 up front at the time and e mail over invoice and report but money was repaid back into my bank account by CEGA before we had even returned to UK. Couldn’t ask for better support.

Having received a responsive and compassionate service from CEGA (on behalf of LV) during a 3 week private hospital stay in Turkey for myself and my wife, it's hard to reconcile our overall positive experience with the majority one star reviews here.
Perhaps we are lucky that our hotel doctor referred us to a superb state of the art private hospital where our hospital admin people were pretty proactive in liaising with CEGA.
It's true that completing the CEGA forms on a smart phone at the outset when feeling very unwell was a challenge, But once all the paperwork was in place we found the CEGA people helpful and understanding. Yes, we did deal with several case managers but all seemed to be able to get swiftly up to speed from our electronic case notes. Medical costs were settled directly with the Turkish hospital and due to one of us being only fit to fly with oxygen, CEGA arranged for a medical escort to be sent from the UK to accompany us on the flight home and right to our house.
I admit if you are not reasonably handy with a smart phone and downloading a required App and just too ill to manage the admin, then the whole experience could be pretty stressful.
It did take a bit of to-ing and fro-ing on our day of discharge for the Turkish hospital to finally be satisfied that the hospital bill would be covered, so we had to be quite assertive and we were on tenterhooks for a few hours, but it all came good for us in the end.
UPDATE 26 March
Supplementary claim for expenses ... hotel doctor's fees, extra kennel fees due to delayed return home, daily in-patient allowance ... paid in full by LV/CEGA without quibble in 7 working days.

If I could give 0 stars I would. An absolute disgrace. Working on behalf of admiral travel insurance they have provided no support at all. Made promises of what will happen with no materialisation. Disgusting customer service. Only interested when a complaint is raised.

If I could give this company a minus I would, they are the worse company I have ever had to deal with and I’m 64 years of Age!
My wife to poorly in Spain on the 15th of February 2024 with a gallstone trapped in her cystic bile duct, when contacting Directline who we have our travel insurance with we were told that CEGA deal with their travel claims.
Since that phone call we have had a nightmare, telephone calls and emails to CEGA go unanswered or you are passed to a different case worker, we’ve had 7 different case workers in 3 weeks.
My wife was granted the initial operation after I paid €3200 deposit to remove the trapped stone and was told the gallbladder needed removing, the operation was scheduled for 3 days after the 1st operation but was cancelled the day before because CEGA medical team in the Uk said it was no longer a emergency,
2.5 weeks later and 3 non fit to fly certificates from different doctors, we are still in Spain and can’t travel home. CEGA insist my wife can travel!! How can that be when 3 different doctors have issued not fit to fly certificates!
We are at our wits end, contacting CEGA daily but getting nowhere.
Despite sending the medical invoices they won’t reimburse me until the matter is closed.
Anyone taking out travel insurance check that this company does not deal with claims if they do avoid at all costs.

I would give this company a minus rating if possible. Having to undergo emergency health care in the Middle East was scary enough. Dealing with CEGA made it traumatic. Instead of one case manager I had about 15 case managers over a 6 day period whilst in intensive care. Instead of dealing with the hospital directly as the hospital requested they were bombarding me with requests for health reports which I would have to get then send even though hospital confirmed with me these were already sent! They lied to my partner & daughter, withheld confirmation of payment, which meant I couldn’t leave hospital as my passport was being held until bill was paid & caused me to have panic attacks on returning home. Avoid this company at all costs. My actual insurance was through Aviva who were using them as agents!

I didn't expect that the CEGA assistance service was so good, they happily received my emails and telephone calls. they helped process our bill payments quickly until they were all paid.

I had an accident in France Jan 24 and had to deal with this company. Suffice to say, they were of no assistance whatsoever. I paid for everything myself and have subsequently claimed directly from Admiral. I have raised a formal complaint with CEGA, who are now referring it to Admiral. I have since written to them to advise my complaint lies with them. My intention is to go to the Ombudsman. My advice before you take out insurance ensure the insurance company do not use this incompetent organisation. I would add that the stress I have had dealing with CEGA has conttribted to the slow progress of my recovery

I used to be a customer service assessor and I can honestly say this company is amongst the worst I've ever experienced. After calling them to make a small claim, which they accepted, I immediately sent them the required documents. They did not even acknowledge my email until I rang them five weeks later when they confirmed my claim was bring dealt with but would take 8 weeks! After 10 weeks they finally contacted me only to tell me my claim was covered but had to go through one of their partner companies. They didnt provide the partners with any of the info or documents I had sent to them so I had to start my claim again only to be told two weeks later that I wasn't covered! They then tried to blame a 'bad line' for not telling me I wasn't covered originally. Appalling customer service.

I was on a supposed 3 week holiday in Mexico when I was rushed into hospital needing an emergency operation costing $38000 after already paying £3000 to get pain relief and ambulance etc to hospital, I was told by the surgeon my life was in danger and I had 72 hours max, they needed to operate that day, I could not pay personally & I believed I was covered under my premier banking insurance as had been with Barclays all my life to find that they would not cover using every excuse possible promising call backs and saying its bank holiday weekend and needed medical notes from my Gp which wasn't open etc....Speaking to different people each time with empty promises, I spent 3 days of hell in different hospitals including the General hospital where Knowone spoke English to be kicked out 20 hours later as I refused to to give them all my money and phone...I then had run out of time and under advice from my doctor in uk I had to get the next emergency flight home to save my life and get the operation done on NHS which I managed to just do after not eating for nearly 3 days and Yellow with jaundice with a gaul stone trapped in my duct to pancreas causing infection, ...horrific experience and had to leave my partner over there with my 6 year old son...I am so disappointed and out of pocket by thousands and should of had the help needed and communication especially in fear of my life...im still waiting for some communication from them to see if I can claim anything back with no checking to see how I am....very sad especially as its my Baclays bank associated insurance Ive paid into every month for years believing I had good cover...

Update is: once I got back to the uk and had my operation on the nhs they told me I was covered & should have been covered aboard and they would of paid out and agreed they were wrong and sorry.. it was to late and thank goodness I flew back and saved my life..the trauma has effected me .. they have paid out my immediate costs but saved themselves tens of thousands.. I wait to see if they compensate

This company and it's reps will not give an update without asking and we have a claim pending for nearly 5 months and they would not give any date as to when it will resolved. Never ever use them.

I was really worried after reading all the other reviews, however, we finally got the money for our claim a couple days ago! We claimed for a missed flight and there were quite a few documents required, but nothing out of the ordinary so was easy enough to gather and submit. Rating three stars due to the long wait as we claimed at the end of August and only got the money at the start of December, however, we were kept in the loop every now and then via the occasional email or a phonecall.

We went on holiday on August and I submitted all documents relating to the travel insurance claim straight away. We're now almost in December and they're not even bothering to respond that they received the emails, never mind to have dealt with the claim. Awful service and I took this a notch higher now and hired an expensive
solicitor to take legal action against them. Not because it's worth financially but just to mark very clearly that the public does not accept such a company to call themselves an insurance company whilst people are just out of pocket because they can't get their act together.
I'll consider to stop if this would get resolved......

20 Nov 23
Update: after submitting a formal complaint to Cega, to be fair they've responded very well. My claim was approved after a week or so and I received my money back shortly afterwards.

Well done to Cega for recovering their very shakey starting position.

9 Nov 23
Currently dealing with Cega group in relation to an ATOL claim, having submitted all relevant evidence documentation, I was disappointed to receive a response suggesting I had submitted a fraudulent claim (extract of email below).

"Just sending us a fake transaction is not proof"

Complaint submitted this evening, shockingly incompetent firm.

This company was informed of our medical emergency as soon as it happened. They are there to help. Ha ha.
They did nothing and we where in a none EU country.
Don’t use them

I have been trying to contact them about travel related expenses for our trip to rhodes that was cut short and extra incurred in expenses nearly 3 months ago, and I cannot get hold of them at all!