I am writing this to highlight the unprofessional behavior of the Dr-Walter Claims Department. My claim (PWT-120001) has been handled with a complete lack of consistency and transparency.The department has provided three contradictory reasons for denying my claim:Initially, they claimed documents were "illegible" (resolved by providing digital receipts).Then, they termed medical treatment for a diagnosed condition as "preventive."Finally, they claimed a "pre-existing condition" based on non-specific symptoms, ignoring evidence-based medical facts and the official diagnosis date.After a formal escalation, I received an email from the Claims Department on December 15, 2025, stating they would "carefully re-examine the case" and "inform me immediately."It has been 19 days, and I have received no response. This delay and the refusal to engage with the actual medical facts of the case are unacceptable for a licensed German insurance administrator. I expect a professional resolution immediately, not more generic templates.UPDATE (2026-01-10):It has now been more than 25 days since your promise on December 15 to “inform me immediately”. Using public holidays as an explanation for complete silence over such an extended period is not acceptable for a professional insurance administrator.My case is not “complex”; what appears complex is the way you have handled it. You have already cycled through three different explanations: technical (“illegible documents”), medical (“preventive”), and finally legal (“pre-existing condition”). In German insurance practice, inconsistent and shifting reasons for a denial are widely seen as a red flag for bad-faith handling of claims.I therefore request a final, formal decision that explains, in writing, why the reasons for denying my claim have changed and which exact policy clauses you rely on. In the absence of a professional and transparent response, I will proceed with escalating this case to BaFin (Federal Financial Supervisory Authority) to address these “denial fishing” tactics and the breach of professional standards.
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DR-WALTER is the leading expert in insuring private and business travel as well as stays abroad. For more than 60 years, we have been a reliable partner for au pairs, expatriates, travelers and development workers.
