Review Time
This is a VERY bad service. I have had an urgent dental procedure and have been trying to get a confirmation from this servuce for more than A MONTH, calls emails all have been ignored. They keep promising to get back to you but they do nothing. Very poor service. They are very friendly when they want you to join them but right after that they complete treat you with utter disregard
This is a VERY bad service. I have had an urgent dental procedure and have been trying to get a confirmation from this servuce for more than A MONTH, calls emails all have been ignored. They keep promising to get back to you but they do nothing. Very poor service. They are very friendly when they want you to join them but right after that they complete treat you with utter disregard
Filed a travel insurance claim in early September for a straightforward case: a cancelled flight leading to missed onward connections.It took about 2.5 months for HanseMerkur to respond. The response incorrectly stated that a cancelled flight was not covered under the policy, which is inconsistent with the actual policy wording.I appealed the decision, clarified the facts, and pointed out the relevant terms. Since then, I have been waiting again, with no substantive response, only being told that they are “very busy”.The main issue is not just the delay, but the lack of communication and the initial rejection based on an incorrect reading of the policy rather than a request for clarification or missing documentation.This has been a frustrating and time-consuming experience for what should have been a routine claim.
I have been a HanseMerkur customer for about 3 years and this is the first time I ever needed to use my travel insurance. The experience has been extremely disappointing.I filed a travel cancellation claim online at the end of November 2025 due to an unexpected termination of my employment. I uploaded all required documents (termination letter, flight and refund documents, non-refundable hotel, etc.) and clearly selected the correct category.About two weeks later I received a generic letter asking for medical information (ICD-10 code, doctor’s certificate etc.), as if my claim was for illness. This makes it obvious that my claim was not properly read or processed. I replied, explained the mistake and clarified again that this was not a medical case, and that all documents were already provided.Since then: silence. Nearly two months with no meaningful update or decision, just a generic “please contact us” response via social media. For a company selling insurance, this handling feels unprofessional and disrespectful to customers who actually need help.If you are considering buying a policy, be aware that getting a claim processed may be very slow and frustrating. If you receive no proper answer for months in Germany, you can also contact the Versicherungsombudsmann (insurance ombudsman) for help.
I don't feel that I have enough information. I have the international health insurance plan, but the only claim form that I can find online is for the Travel health insurance, which seems to be different from the International health insurance. Hoping that this is the form I am supposed to use, I have filed several medical bills through there, but I have not yet heard about them. I wish that I was able to use the APP, but I was told that it is not available for international travel insurance. In general, I have found communication with this company difficult. I have medical bills piling up, and I would like some assurance that I will be reimbursed for these and when I can expect that payment to come. This is adding to my stress, which as we know, is not good for one's health!
8 weeks after entering a claim still no answer. I even start thinking this company is fake. Very very bad service.After posting it i got a response from the company and 3 hours later the outcome. On a damage of 2200,- for stolen goods on the airport. I get 250,- back for max amount of sunglasses. Incredible happy i am with this type of insurance. I realize that this is soo unfair
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Für die HanseMerkur als mittelständisches Unternehmen steht der Mensch im Mittelpunkt.
Wir sind ein Personenversicherer mit Schwerpunkt Krankenversicherung und der Spezialität Reiseversicherungen. Die Produktpalette der HanseMerkur wird durch attraktive Risiko- und Altersvorsorgeprodukte sowie Schaden- und Unfallversicherungen abgerundet.
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