Europ Assistance Reviews 

Very disappointed… I have made a genuine claim from April / May

There is no way to speak with them obviously on purpose …

Online form filled out asking for more information/ fair / but uploaded all of this in July and the messages keep saying we need this information. Rediculous. Not fit for purpose if you cannot talk directly to a claims handler. Help!

absolutely horrible service ! nothing is covered ! do not use these guys

Horrible service ever. Claim processing time-over a month. Lots of excuses, no actual work. Claim payment takes over a week after a massage "claim paid in full". Still haven't receive my money. No one is willing to talk after claim status changed to "paid"; while money are not on my account. Looks like a scam. Would not suggest using their insurance unless you are willing to deal with them waisting your time by calling them daily.

Travel insurance through AMEX. I would of expected better and that it should of selected a better partner to supply cover to its fee paying clients.Europ Assist insurance is terrible I provided all documentation and receipts for lost items in luggage only yo be told that as the case was not lodged as lost it was being declined. I tried to explain that only certain items from luggage was missing but still declined. Gone to FOS now but dissapointed with AMEX

Thought this was an AMEX perk. Sadly it's not. I'm now 3 months into a straightforward claim for a flight delay. Dreadful experience. Someone from Europ Assist 'closed' my claim without agreement. Now it's with the complaints team who you can't speak to. It's awful. Avoid, use anyone else.

If I could, I would not even give them 1 star. My partner and I booked through Flight Centre and Europ Assistance has been nothing but a headache.
Our seaplane was delayed due to severe weather and flying would have breached flight rules and regulations. This then meant we missed all our connecting flights home and had to end up spending over $8000 to get home. Once home Europ Assistance refused to pay anything due to the delay being just under their 4 hour rule even though we were on an island and had no other way to get home. After back and forth they finally acknowledged additional meals and accomodation but still refused to pay the bulk of the issue - even though we had no control over the weather nor did we book the seaplane (that was managed by the resort and seaplane company).

This was the exact reason why we (and many others) choose to get travel insurance and they truly let us down when we required it the most. Not only that they over look documentation to begin with to hopefully get out of coughing up money.

Rubbish policy - DO NOT USE and if you do, check your excess is charged correctly. If you claim, a seperate claim needs to be made for each child and they charge excess on it. Endorsed by Flight Centre means nothing, absolute rubbish. The need to claim is stressful enough. This company is outsourced and like a robot.

As with any insurance company they need very specific documentation to process a claim.

I have this service as part of my American Express Platinum card and it's worth it!

And with some back and forth we got there in the end, and I was paid in less than 1 month from opening my claim.

I found the replies to my comments came back in good time and the agents were very kind about the situation, which like many others was a cancer diagnosis and a cancelled trip.

My advice to those struggling to get their claims processed:
1. Use the Comments feature and ASK for the specific documents needed
2. Sent that to your Doctor’s PA and they will give you the letter you need
3. Be nice to the agents, abuse gets you nowhere
4. Have patience

I wish all the best!

Without a doubt the most pathetic insurance company on the market. All positive reviews below are bot or fake reviews, so suggest you ignore those completely. If you use this company as any sort of personal insurance I would cancel it immediately, if your credit card company use these people as their insurer I would change bank or credit card company immediately. This is not an insurance company, but rather a subsidiary of a subsidiary of another subsidiary that really does not exist or provide any customer care what so ever

My wife and I have travelled to Bali each year for more than 30 years. My wife is 82 years of age. Until 2025, we have never experienced any health issues whilst in Bali
On the 31st of July 2025 my wife and I departed Australia for a holiday in Bali. My wife had arranged travel insurance through Flight Centre who organise our travel each year. The insurance company was Europ Assistance. On the evening of the 8th of August my wife collapsed whilst we were having dinner in Sanur, Bali. We returned to our hotel and called a doctor who examined my wife that evening and again the next morning. That following evening my wife felt better and we again went out for dinner. Unfortunately my wife again collapsed but it was a more serious event. We called an ambulance and she was taken to hospital and admitted to the Intensive Care unit (ICU). Due to the serious situation we were facing I called the Europ Assistance help line, who are based in Sydney and explained our situation. I was assured by Europ Assistance that they would be there to support us. Using email and direct phone calls Europ Assistance were in constant contact with myself and the hospital each day. After 4 days my wife was discharged from hospital and continued her recovery at our hotel. All costs associated with the Ambulance and hospital were paid by Europ Assistance at the time of her discharge. Unfortunately on the 15th of August my wife experienced another medical episode in our hotel room. Again, an Ambulance and doctor from the hospital attended and my wife was admitted to hospital for a second time. Again my wife was placed in ICU and remained in hospital for another 5 days. Due to the situation the Europ Assistance Medical Assessment team decided they wanted to arrange a medical evacuation of my wife back to Australia, once a fit to fly clearance was issued by the hospital doctors. Again all costs associated with the Ambulance and extensive hospital treatment were covered by Europ Assistance at the time of discharge from hospital. At all times Europ Assistance remained in contact including several teleconference calls with my wife and myself advising of preparations to return us to Adelaide, Australia. Due to my wife being so ill we were advised by Europ Assistance that they were flying a doctor from Australia to Bali to accompany my wife on the aircraft. On the 23rd of August, with all clearances obtained, and the arrival of the Australian doctor, my wife and I were flown home to Adelaide and taken to the Royal Adelaide Hospital on arrival. Again all costs, including airfares were met by Europ Assistance. In summary, Europ Assistance were there to support us from our first phone call. They remained in contact and provided medical, financial and personal support to us throughout this very stressful time. Sincere thanks and gratitude to all the Europ Assistance staff for their wonderful support.

Do not your waste your money on this so called “insurance” with this company through AirBNB or VRBO. In spite of uploading the requested documents multiple times they claimed that the documents had not been uploaded and denied my claim.

Horrible customer service... Hard to make them understand as I need to repeatedly tell them again and again.. it's difficult for their lack of understanding. Poor customer service.... They deserve 0 ratings for their service.

Bad service.... I have decided to cancel my card with AMEX as Amex is also failed with their service.

Europ Assistance is the worst Customer Service... They deserve 0 ratings.

If I had the choice, I wouldn’t even give them one star.
This is by far the worst travel insurance experience I’ve had.
My baggage was delayed for four days, and all they offered was £155 in compensation.
I wouldn’t recommend this company to anyone.
A reputable company like American Express should not be partnering with them.

Don't buy ticket insurances, they are worthless. Been buying those for years, needed to use it once, the only thing I got was disclaimers... Going forward, that's easy, no more ticket insurances...

Less than zero. Why oh why does a reputable company like AMEX provides it members with insurance from this dreadful company. If I had known how awful they were in advance I would have bought my own insurance. Shame on AMEX for not carrying out due diligence for its members. You go away on holiday thinking you are covered and when something goes wrong as it it with us you are left to cover the costs. Four months on and still waiting to be reimbursed even though they have every receipt.

Europ Assistance is certainly the worst company I have ever had the miss fortune to have to deal with
I have a claim from cover provided by my American Express Card
Shame on you American Express for selecting Europ Assistance as your insurance partner
Seriously considering leaving Amex as the insurance service is not fit for purpose
I have escalated to Amex who I have been advised they have considerable issues with Europ Assistance from Members
My claim was put in on the 13th May 25 and remains unresolved
They are unwilling to use common sense or receive uploaded files sent via email
When you speak with someone they just follow a tick box exercise which as we all know does not always work when you have multiple transactions
Example is BA lost my baggage and they Europ Assistance have asked BA for a letter confirming loss, however when speaking to BA they do not provide such a doc and advised using the Lost Luggage feature of the website
So I have a lost baggage ref number however Europ Assistance are unwilling to search the number that will prove Luggage still missing

Nice staff, awful system. Management should be fired. Submitted correct paperwork for a ski accident rescue. Delays, complications with payment process. Ended up receiving a final payment threat from french gov. 24 emails, 10 phone calls

Terrible company to deal with. I submitted a genuine claim and with all relevant documentation and they kept stalling by asking for said documentation which I already sent. I officially complained and suddenly claim approved but now waiting for payment. They have asked for bank details to be sent in an undernoted link which was not there . The bank details were already sent with original claim. They are now not responding to my emails and I’m still awaiting refund. Shocking service

I can't even give one star.
This is a scam
Right from the beginning all negative response.
I am 100 person sure they never pay any. Claim

Shocking. It’s a scam company they take money and when it comes to acutal situations happening they don’t have no accountability there end and the communication is non existent

Nearly 3 weeks and they’ve sent the same copied and pasted emails, I’ve spoke to the same guy Otto who’s repeated himself and said that il have a response regarding my claim and nothing absolutely nothing

This has caused family breakdowns, it’s left me with debt all because the insurance is a fraud.

Please avoid if anything goes wrong during your holiday YOU ARE NOT covered even though you’ve paid for insurance it’s basically a you vs them and they’ve got the upper hand as they can refuse to contact you once you make a claim.