Coya 

Very poor and misguiding customer service.

1 star because it was not an option to give 0.

I have suffered the loss of +500 EUR due to inadequate and downright inaccurate customer service from Coya. We locked our selves out of the apartment, and at the time we were immediately in dialogue with Coya about the situation and were assured it was covered. We were told to contact a locksmith and never to "leave the handling with the locksmith to us." [as a Coya represenative mentioned in our claim file - which took 5 months to process...]

We were not informed about any hotline to contact; we were just informed that Coya would cover any costs up to €500. Coverage which we were very pleased with, as it was a Sunday evening and thus a quite expensive experience as the charges were 2x normal. We needed immediate help to re-enter our apartment, and your customer service did not even suggest to "leave the handling with the locksmith to us." [Coya]. Consequently, as we were advised that Coya would cover any costs up to €500, we obviously took matters into our own hands to arrange a locksmith.

I am now the victim of Cpya's customer service’s blatant misguidance. Inadequate customer service from your Coya now leaves me with a massive loss due to severely incompetent customer service.

Customer satisfaction is now absolutely zero, and judging from comments online, I am not alone in experiencing this gross neglect.

Good prices, great support

Working as a customer success manager over 6 years now, I can easily say that the worst email I have seen in my life was written to me by Coya. It took them to reply me 10 weeks to reject my claim without a solid explanation. I publicly shared this email on other review platforms who allow adding a photo, so you have an idea how much of a value they give to their customer when rejecting your claims.
First, they weren't even going to reply me at all if I didn't send 2 emails to remind my claim after 10 weeks. And their explanation of why my claim is rejected is BS. I have read the terms and conditions with a lawyer and I know my claim is covered. Because they have accepted my previous claim for the same illness, it was only a cheaper cost. Even though I ask them which point in the contract states that this particular operation is excluded, they avoid answering this question.
NOTE: they advertise "necessary vet operations" everywhere on their website, and the necessary operation to save a cat's eye from Feline Herpes Virus is rejected.

They focus only on getting your money. I never received any refund after more than 2 months of waiting. It’s a big SCAM!!!
I don’t recommend this company. The customer service don’t even have time to pick up the phone. Only communication possible via email if they decided to reply without any official delay.

Takes forever to reply. It took almost 6 months to get a reply from them about my insurance claim. Even though I emailed them every week. No response. And finally, they said, they won't refund me. DO NOT BUY COYA INSURANCE! IT IS A SCAM!

It's now 5 month i don't received answer of my claim and even they don't have any support for get the status of your claim my over all experience say if a company not claim a under 1000 Euro in almost 5 month i don't think they claim and let people forget the claim So be carefull

Horrible experience, no communication, no insurance whatsoever. I have been a premium customer with home contents and private liability plans until today.

I have been fooled three times actually by this company.

1. In 2020 I damaged the door of a car when opening it. It turned out that it was "the wind" that
*could* have led to the accident and hence it was not covered by my private liability plan (no joke). Ghosted and ignored my response.

2. I was locked out of my apartment and my plan supposedly was covering the costs to a locksmith. No luck here either. Apparently, coya itself must supply the locksmith service DESPITE the fact that it is impossible to get them on the phone or communicate in any way imaginable, let alone in a moment of distress and emergency.

3. For my third and last claim (August 2021) I have yet to receive an answer (3x Emails and numerous attempts to reach them via phone).

It is my impression that this company relies on making profit by new customers and is knowingly providing abysmal customer service to customers down the line.

It seems that whatever tactic they have works to keep the lights on in their offices for now (if they have any?) but it is obvious that it is a ticking bomb.

Bye!

have been waiting for over 5 months for my claim to be processed.. They have turned off their phone and haven't received any response to emails in regards to my claim yet. It's utterly disappointing and concerning that, a company is still allowed to operate and advertise its services. My claim still has not been processed on time of writing this. I have been constantly emailing them yet, Jonothan from Coya has yet to process my claim.

It has been 6 months and my claim has not been resolved. They do not reply to my emails and I cannot speak to a representative.

No response about my claim for more than 4 months. Charging each month works perfectly though. I want a refund. Fraud company

Horrible customer service. I made a claim more than 6 months ago, it took them 3 month to "process" it and since then no way to contact them! There is no phone number only one email address and after sending more than 10 emails still no answer!!!
I really need someone from Coya to contact me asap.

So I had a castration with my dog in April 2020. I wrote them to ask if it was covered and I never got a replied. I remember signing in Coya cause it was covered 80%.

I realized after the surgery that it would be covered after 1 year for only 100 euros. I raised a claim, also requested to cancel my contract and I never got a reply concerning the castration nor my cancellation.

That was in April 2020.

Yesterday I got the surpirse that Coya debited me 165.12 € for another year. I tried to call and it litterally has no customer service over the phone. What a shame.

Today i receive an email from them that i didnt pay my new year ... I would have like to receive such a fast answer for my claim.

I want my year payed back and 80% of the castration costs.

Worst experience of my life

Inexistent customer service. I have been with them for a year and recently I have had to contact customer service and never gotten a reply. I am utterly disappointed, I was never treated like this as a customer. What a shocker to see the pile of negative reviews, all of which are referring to the lack of custom service.

Taking too long to handle claims. Not acceptable excuse anymore after a year of waiting. Cancelling my insurance with them and changing to more reliable and responsive one.

I was over the moon at first about this solution: paper-free, English language support, all done online. Sounded too good to be true but since I had no claims for 2 years I was happy... Up until I actually needed them. Sent several emails, no answer. Called their customer support, they promised to be in touch and nothing. Sent a follow up email and nothing. All while still paying for the service. I feel quite stupid for trusting them while I could have paid somebody to be able to help me. But now it's too late and I feel quite sad.

I understand they might have a lot of claims and it's a busy time, but I am still disappointed because my issue is also urgent to me and I have been trying to get in touch via all channels possible now.

Unfortunately, unable to contact them in any way. I have claimed some bills more than 2 months ago and nothing happened yet. I cannot call them and I get no response to my emails. And this is not new, it was like that last year too. I will cancel my insurances.

I got locked out of my apartment. I called the service line and I was told that I could have called anyone I wanted and then forward the bill. which I did.
After 5 months of waiting and thousands of contacts they answered me :
"Unfortunately, we can not retroactively assume the costs incurred in this case." and that they exclusively work with specific partners.

SCAMMERS!!!!

Made a claim, few emails and no response. It's been six months now and I've decided to cancel the insurance.

Worst company ever, more than 5 claims and not even 1 responded. It has been more than 4 months already and several emails and calls without response.

Please avoid this company at all costs