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.
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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.
