CEGA Group Opiniones 169

Non existent customer service. Once when the claim is submitted endless automatically send email to inform you that due to the high volume of claims and shortage of staff the processing time is 30 working days, and after 30 days another email increasing processing time to 50 and the 60 days. Nobody to answer telephone call. Currently waiting for the claim for an emergency dental intervention performed in Qatar in February to be paid. Avoid if you want to have a travel insurance and find a proper company.

No clinical support at all.
I am on day five in hospital in Greece following a road smash.
Their clinical team is incompetent uncommunicative do not communicate with the hospital. No one ever calls me.

Since posting this I have after much chasing been given information. Their front desk team made all the effort. But the clinical team is entirely invisible to me and as it seems to the CEGA team back in the uk. Big shout out to Tony who at 0500 fixed this.

Like many before me , exasperated at no service and inability to contact.
The 0800 number they provide always says no one there to answer try later and cuts you off. Alternate number online puts you in a queue that no one answers. I have tried 3 times and give up at 45 minutes.
Avoid like the plague. Truly the worst company I have ever tried to deal with.

as others have stated, shambolic, one of the companies who seem to like boasting ""We are currently experiencing high volumes of claims which is leading to much longer response times than normal.""
avoid at all costs, simple minor claim...

Claim made 3 months ago, they never replied. Rang the claims team on 3 occasions, each time waiting for at least half an hour. Claim eventually accepted 3 months later after persistent ringing. The claims team said they would pay the amount within a few days but 7 days later still nothing. Cannot recommend.

Took a travel insurance with them and started the claims process on the 16th October 2021. Almost 7 months later, no output for the claim. I was asked for documents that I had already provided or which were newly required... 202 calendar days later and 139 working days later and absolutely nothing. On the 17th Feb I provided them all the "extra" documents and asked them to confirm they have everything they need to process the claim - zero communication for almost 3 months since then; they now advise that the waiting time is 40 working days to respond to an email, well it's been 54 working days! When that email is responded to, something else is asked of you and the clock start ticking again, 40 more working days to get a response (if you're lucky)!

If you don't want to go through the stress, drama and frustration avoid at all costs. An insurance company that cannot manage insurance claims (their core business) shouldn't be in this business at all.

CEGA now handle Virgin Money claims and as such Virgin must be trying their best to ditch reaming customers (they are not taking on new business). They are part of the Charles Taylor Group, apparently a 'leading professional services company'...

CEGA took over 3 months to settle a relatively modest claim. The service was shambolic. Erratic communication and multiple requests of information already supplied could easily have been interpreted as a case of kicking it into the long grass. Even the claim handler's email signature listed the wrong contact phone number - no matter really as it was near impossible to make human contact.

Only a raised complaint and the threat of the Financial Ombudsman proved decisive; Apologies and a promise of settlement followed, the pay-out being further delayed due to a 'technical error'.

Virgin Money have got a result - I will not be renewing my policy with them.

Appalling. Six weeks now since I provided all the info requested and still no substantive response from CEGA. I initiated my claim late Dec 2021.

No one person seems to take responsibility for my claim. It's a different person responding each time. Further, I'm fobbed-off continually by an automated response stating they're currently experiencing high volumes of claims and will look to contact me within a set period; currently 15 working days.

If I could give zero star I would. Have not heard back regarding my claim!! It’s been 2 months! Useless sevice!

Appalling customer service. The said that they would contact the hospital and pay them directly. They didn't so I had to pay myself. I submitted all the documentation a month ago and have had one e-mail promising a response within 20 days. They have not responded so I have just spent 1 hour on hold to be told that they were not sure when they would get round to assessing my claim. Totally unprofessional organisation.

I recently supported my sister and brother in law after a complex ski accident. CEGA were the company dealing with their claim. CEGA’s poor planning, lack of communication incurred more costs to me in a supportive role and were a hugely frustrating company to deal with at a very worrying time. In my opinion their lack of professionalism, inconsistency and inability to assess, plan and communicate in a meaningful way made a complex situation far more challenging than it needed to be. I certainly hope my relatives will not have a stressful time making their claim, and will certainly check that this is a company not used by my own insurance company. I Definitely wouldn’t feel safe in their hands. They urgently need to improve their case management skills, communication, planning and team working. Currently I rate them not fit for purpose and insurance companies should take note the majority of reviewers experiences are bad.

Terrible service, incompetent people prommissing to call you back and never doing so, it took them 9hours to contact me while waiting in the emergency for approval of treatments, we ended up paying for it ourselves. NEVER AGAIN!

Avoid - they make it extremely difficult to make a claim

Declined to pay claim after investigation. Took them one and a half months after chasing them. Will never recommend them to anyone.

Refused to pay out on a legitimate claim, despite being provided with numerous pieces of evidence.

Do not under any circumstances book holiday insurance with this company.

We cannot get a response, despite repeated calls and submission of all the necessary information. Ombudsman next I regret. Month and month of delays at their end.

AVOID THIS COMPANY

Worse insurance company I have ever used.

Nobody care and despite the numer of calls made spending a fortune, all information requested sent, still no update from them. Always is an excuse to delay the process.

Enough stress is being in a hospital in a different country during holidays to have more stress dealing with incompetent insurance companies that don't provide any update.

AVOID THE STRESS USING THIS INSURANCE PROVIDER.

I have to say that Cega were absolutely excellent when I had my recent accident abroad. They ensured that we could get home with the upgraded seat needed to accommodate my injury, arranged transport from the airport home etc. Even the taxi driver who came to collect us was patient and considerate. The claim was settled promptly and with the minimum of fuss. Thank you Cega, you made a very difficult situation as manageable as possible.

Excellent experience dedicated case manager ongoing dialogue whilst dealing with medical emergency abroad. Assistance & full information received. Claim settled swiftly.

CEGA Group are absolutely terrible. I was due a refund from a company that ceased trading and was completely covered by ATOL, yet they took a very long time responding to me and dealing with it. After taking a lot of valuable time to send documents to them, they got back to me to say they couldn't refund the amount, for a reason that wasn't even valid! And inserted a clause that made no sense in relation to the case. I responded and asked to be called and funnily enough, they then decided to take it further but the documents they then required I had to somehow find a solicitor to sign, which is practically impossible as we are in national lockdown!? Overall, I'm really not happy with their service and just found them to be useless.