Coya 

I'm submitting this review just to warn you guys not to sign up with Coya. From my experience, I can only say that it's a scam. Paid for about 6 months or even more but didn't get anything in return. Finally, decided to cancel both dog liability and dog health insurance. Got Barmenia for the health insurance and NeoDigital for the liability insurance.

My experience with Coya has been terribly frustrating and disappointing. They have been completely unresponsive to my claim and request for information for weeks. I've called several and been told that they simply do not have enough employees to deal with their claims and that they may get back to me in a month or so but can't guarantee it. They told me my other option would be to cancel my insurance and hire a lawyer. I suggest staying far away from this company.

Submitted a claim months ago but haven’t heard anything back from them , sent 4 follow up emails which were never answered as well.shame I can’t give 0 stars here , 1 is way too many.

Coya is a scam. First claim filed 2021 Jan. Only auto mails from "Max" talking about longer waiting times. In June after multiple attempts i finally found someone on chat who looked at my claim which got declined as during the first 30 days after signing the contract they only cover emergency. And what emergency is they decide. I had 4 more claims in the past months, one got processed but only because i stayed on their chat and insisted someone must look at that. Today again asked for update, they are saying processing time 10 weeks. At least. I guess they try to pick some where someone complains, rest goes to the big black box. Very sorry for their employees, must be hard to work with irritated clients only.
The only positive thing about Coya is the "cancel anytime" feature...

Uncomplicated, reliable and fast payout when needed. I highly recommend!

This is an updated 3rd rating. If there was no star, i would gladly select no-star-rating! :)
I am reviewing specifically Coya Germany.
I am sorry dear Coya, but your customer service is really, really bad. And trust me, I wish I could write a nice review. I love great companies and love writing nice reviews, and of course, I like it when paying for services is worthy. I am going to cancel my membership and cover costs that Coya probably should have covered.
I feel ashamed in front of my friend (to whom I will have to be paying now), because she had to wait from February 2021 until now with no actual feedback from you.
The 2 replies I have received from you (1 in March and 1 in May) were basically saying "wait for it".
I cannot wait any longer and waste my time and the time of my friend.
At least a real feedback on my actual case could have been appreciated.

I am dissapointed and thinking how unfair is companies like Coya to still be in business... I did waste some money on your "services"... it is fine, but I hope other people do not waste a single euro on literally... just promisses... It is sad.
Perhaps your company can be good in other areas, but really not in providing services. Perhaps your employees hate their jobs... I do not know, but I believe that me and your other clients want you to be great, to provide cool services... but instead we have to write reviews like that...which by the way is still a waste of my time, but I wanted to give you my honest feedback, and also help others decide to join or not join.

Cheers!

Scam! No replies to claims

All in the web and also in English

I have similar experience like most of the people here. In the beginning, they replied fast and everything seemed to be working normally. Then in February, in the mid of the open case, they just stopped replying and it is impossible to call them. This insurance is a mistake that treats customers without any respect.

It appears no real people work for this company.
After filing 4 vet bills in 6 months we have received nothing. The claims do not show on the account. Only automated replies by email. They never answer the phone.
We are now in a very difficult position.
Please think twice before using this company. English speaking customer service is not a selling point when there is no customer service.
Toby Russell

further:
another claim has been submitted and still nothing. no contact, nobody answers the phone, nobody replies to emails.

Don't be scammed by this company.
This is definitely a scammer for me.
They will deduct any payment immediately, but they will never respond to any of your requests.
Last week I cancelled my insurance with them and went to different provider.
Today I received an email fro Coya in which they threaten me to cancel my insurance?!? My insurance is already canceled and you still collect money out of my bank account and you threaten to cancel an insurance which is already cancelled?!?!
Scammers, scammers.
Stay away at all cost.

They don't respond at all.

I was waiting for their reply from my file. They didn't in 5 weeks even though they are saying, even in worst cases they would.
Basically, I'm still waiting but at this point, I lost my hope.

Edit:
After couple months they contacted with me. Although its a lot of time, still at least I got a reply and my money back with nice email. I hope in future they improve their system better

This company is anything but an insurance company. After filing a claim, you receive an automated reply and then THAT IS IT. You don't hear absolutely nothing from them.
It's truly insulting and disgusting how they run their so-called "insurance" company. Do yourself a favour and use another company.

When I filed a claim they sent me an email saying that they received the claim it takes 3-4 weeks to respond to a claim. First of all I don't understand why it should take so long to even respond to a claim. Then after 5 weeks no answer, so I called them up and then the automatic voice says that currently it takes more than 10 weeks to respond to a claim. WHAAAT? 10 weeks??? This is unreasonably long! I was waiting in the line to speak to someone but nobody picks up. After waiting for 20 minutes the mailbox answer comes up and says. At the moment no one can answer the phone so please speak on the mailbox PIEP.

Next step I wanted to cancel my insurance with them and upon writing in the feedback form how discontent I am I tried submitting the form aaaand the submission failed:
"Oh, ein Fehler ist aufgetreten!"

I don't think this is a serious insurance. It's a scam. Better stay away!

I am a member since October 2020. registration was easy and smooth, first two claims were processed fast, now from March 2021, i have 7 claims with zero response. i hope that the company still exists.

If i didn't get a response from them this month i will cancel my contract, and look for another provider who knows to process claims

I've submitted a claim with them and never received a reply nor my money back. It has been months of waiting time, millions of calls and emails sent, still no reply.

I'm forwarding everything to my lawyer since this company looks like it doesn't even exist.

We took pet insurance with Coya. sent documents in order to make a claim and waited, and waited, and waited.
Literally months have passed and we have received no confirmation that they have received anything, no money back, and no response to our emails.
When calling them via telephone there is an option to be called back which we have done several times and received no call back after more than 2 weeks.
When calling the customer service line we are told we are waiting in position 8, then 7, then 6, then 5, then... 35!? only to go round and round.
We are not sure if this is even a real company or just a scam but please for the sake of your own sanity do not use them!

Getting the insurance was really easy, as everything was online and quick! Loved the service!

My experience is the same as others, trying to get a response on a claim.

I submitted a claim a month ago. I received at the time an automated message, but this provided no claim reference number and no copy of the information submitted via the "claim bot" - which is the minimum I would expect from an automated service. I have received no further communication.

I have now become extremely suspicious about this outfit.

I have been trying to contact COYA for months now to follow-up on two pet insurance claims. It's been three months since I filed the first claim - I have tried calling week after week and the waiting time on the phone is beyond acceptable - it then prompts you to let them call you back, the world might end before I will hear from this insurance company.

Don't even bother emailing - also sent numerous emails to no avail. The only correspondence I received thus far from COYA is the acknowledgement of them receiving my submission to claim.

I am not sure if this company even exists anymore, the only indication is their religious debit order which comes out monthly.

I really need to resolve this - I am now desperate to see if there is life at COYA Germany that I am checking outside my window for smoke signals.

COYA, what is happening? Please get in contact.

EDIT: (because you can't reply after the service provider replied)

Thank you for the response, please clarify what an acceptable timeframe is for us, clients, to receive communication regarding updates on our claims. Not giving specifics is unfortunately not going to cut it especially if according to the ombudsman you are legally obliged to respond within 6 weeks or 2 months after a claim is submitted.

Your lack of adequate planning when launching a new product, staffing issues, training et al cannot become A liability to us when you simply didn't put in the work to make your own business a success, especially when you expect us to pay our premiums as stipulated contractually.

We have been very accommodating with your lack of communication, not answering any of the numbers you provided, a chat bot that's just for show and then exceeded your 2 months which you are obligated to resolve claims.

The response and reasons listed is therefore insufficient - listing all your internal problems will not solve our claims and frankly has nothing to do with us especially when we are sitting with vet bills which we now have to settle out of our own pockets because you are incompetent as an insurance company.

This is unacceptable.