Review Time
Just to make your life easier, and put things in perspective. I have uploaded documents for a refund on 7th Oct, 23 Oct, and 28 Oct, and today is 6th of December, no updates, no response on refund. When I ask Ottonova for help they say it will take time, how much time, who knows? Imagine you are a student in Germany, and then you stuck with Ottonova. It’s unimaginable :(
Update (Dec 22, 2025):Today, Ottonova finally issued a "Korrekturabrechnung" (correction settlement). They admitted to an "oversight" (Versehen) and apologized for the ridiculous error of rejecting my infection treatment as "surgery".However, I have decided to maintain this 1-star rating for now. While they finally corrected the mistake, the mental energy and time I have been forced to waste over a simple medical bill for the past 5 weeks are immeasurable. It is completely exhausting for a student to have to go through this much stress and fight this hard just to get what is rightfully theirs.They have now approved my claims for both the eye infection and a separate finger injury, and the funds are supposedly on their way to my bank account (ending in 9351). Until the money is actually in my account and I see a genuine effort from the company to show they truly value their customers—rather than just fixing a mistake because they were pressured—this review stays as it is.The following is the original review content:I am writing this to express my deep frustration with Ottonova’s claims department. I have been waiting over 5 weeks for a simple reimbursement, only to receive a completely incorrect rejection.My claim was for an acute medical condition. However, in the settlement, Ottonova rejected it by claiming it was "laser eye surgery". It seems the auditor just saw the clinic's name and made a false assumption without reading the actual diagnosis.Ottonova has violated the statutory processing deadline under § 14 VVG and is currently ignoring my appeals to fix this obvious error. I pay a high premium (~140€/month) but am being ghosted when their team makes a mistake.
They would try everything to not pay you back or pay any work for your teeth. I send an invoice for diagnostic testing for 350€ and they claimed that i had a malicious plan of doing this directly after i started my insurance with them and started asking me to get 3 years of dental records. I had an insurance before them and i cancelled it right before i joined them so nothing was actually planned! I started having pain and went to a doctor and they did all the tests! the other insurance was honestly much better, I regret switching to this insurance! I will highly advise you to not take this insurance. go find some other ones that are cheaper and cover more benefitsAlso support is not friendly at all
I am currently waiting 13+ weeks for a response to a claim. This claim needs authorization so that a surgery can take place. I have been following up with Ottonova every week, and they tell me they will escalate it internally. Still, nothing happens.My experience with Ottonova, when everything works correctly, is fantastic. I have otherwise been a happy customer for several years. It's a great digital product that makes navigating the German healthcare system a breeze. That said, given their current backlog and lack of resources, I don't currently have a lot of faith in the company. It's a pity to have to escalate via formal complaints to warn others about the services.
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