Europ Assistance España Reviews 1,182

They grant you a refund of half of what you paid for the accident.
To get it, they make you register on yet another website — which doesn’t even work.
After several attempts without working, they say it’s not their fault because “the reference number is correct.” Terrible.

REF.: E26M0011280

If I could give zero they would get a zero.

Update from my last review:

No contact from Europ Assistance. We are abroad and now having to borrow money for our day to day expenses. Unable to get back to the Uk. We don’t have the funds for physio as recommended by the hospital and can not even have regular checkups as each appointment costs money which EUROP ASSISTANCE ARE IGNORING US!

What would be the purpose of taking out insurance from this company when in actual fact if something was to go wrong they are not at hand to assist and are added unimaginable stress to our already stressful situation.

It is fine, responding to our review but what exactly is being done! Nothing!

- Accommodation
- Travel
- Medication
- Medical appointments
- Physio
- General expenses
Everything we need to pay for ourselves.

We will be needing mental health support very soon!

PLEASE MAKE IT CLEAR WHAT YOU MEAN BY “Not covered by the contracted policy” A complaint has already been submitted with no response. We have this travel insurance through Amex Platinum so what you are saying is that Amex travel insurance is I adequate! I will speak to Amex to check if that is the case.

REF.: E26M0011280
***WARNING*** bad service
We are currently having the worse experience imaginable by this travel insurance company.
Currently in Dubai and I had severe back pain and unable to walk. We had initial authorisation to go to a hospital approved by the company and they authorised basic checks and then a MRI was approved. Upto this point it was fine, until the hospital said I needed urgent surgery, then the service went downhill. my back pain was crippling and causing irreversible damage with any form of movement. pain relief was not working and surgery was the only option the doctor recommended…a doctor / hospital approved by the insurance company.
As you can imagine being away from home this is a very stressful time and situation and my wife has had multiple conversation with the surgeons and the neurologist team taking into account the severity of the pain and muscle weakness we decided to get multiple second / third opinion on the matter as Europ Assistance Spain was not responding efficiently at this stage.
Europ Assistance Spain asked for multiple documents, some from our GP in England and medical reports from Dubai. After a lot of international calls we managed to get them everything they requested but they kept changing the goal post. They even spoke to the surgeons at the hospital in Dubai and they were satisfied with everything and all the documents sent to them however refused to authorise surgery.
Surgery was urgently required and we could not wait for authorisation and was told we can proceed with the surgery and when all the paperwork is reviewed by their so called doctors they will make a decision.
We are presently still in hospital and today had the most unbelievable call from them the man was rude / abrupt, cold and unkind. His attitude and mannerism was disgusting and unacceptable. He stated “this is the final decision, we are not authorising payment and we are not at liberty to discuss the reasons as to why”. He would not allow me to speak to a supervisor or raise a complaint.

We Currently still in hospital, and they are saying they will not pay for anything. We were suppose to fly back to UK yesterday but the doctors have said I am not fit to travel. We have been abandoned by our insurance company and they do not feel the need to explain why when they have everything they required from us and the hospital here. They have basically said they are not paying and end of conversation!

They have abandoned us and have proven the travel insurance with them is not worth the paper it is. We made over 20 calls to them from Dubai to Spain and the inconvenience the time difference the cost the stress and not to even mention the pain I have been in has all been ignored by this company.

WORST EXPERIENCE EVER!!!
WORST COMPANY EVER!!!

Total scam. Denied coverage for something I have never seen a doctor for before. Said it was "pre existing." I have. an accute injury and they said oh it was ongoing on a first visit from my doctor. Total scammers. BE SURE TO LIE AND JUST SAY IT STARTED TODAY. They used my self reporting against me for no reason and act as if it was the doctor saying it. Never trust. them.

Update. After sending my complaint where they told me to for an urgent matter they said:
we inform you that the current spanish legislation grants the Complaints Office a period of two months from the date of receipt to respond to any complaints submitted to it.

Just so you know how much they do not care.

contract number -3301537696 / claim number- E25M0139657
“@EuropAssistanceES URGENT: 6+ weeks without response while French hospital threatens LEGAL PROCEEDINGS against me for €1,495.
Timeline:
✅ June 24th: EA confirmed payment
✅ EA already paid first hospital bill successfully
❌ July 31st: Started chasing for update - promised callback
❌ Called & emailed multiple times - always ‘we’ll check with billing dept and get back to you’… this never happens.
❌ August 17th: STILL waiting, hospital threatening court action
I’m a Thai citizen with EA Schengen insurance. Followed all procedures. EA’s own billing team won’t respond while I face legal consequences for THEIR delay.
Filed official complaint with Irish mediation ombudsman (as per your terms) - but that takes 2 months, while hospital won’t wait.
This is exactly what travel insurance should prevent. Instead you’re causing me legal stress and potential court costs.
Need immediate resolution or public explanation of why you abandon customers after taking their premiums.
#EuropAssistance #TravelInsurance #CustomerService #SchengenVisa #Insurance #Help #CustomerRights #Complaint”

“Sharing this publicly because 6 weeks of private attempts have been ignored. “

UPDATE 20/08/2025
@EuropAssistanceES It has now been since 14 August with no real reply. Why is it impossible for you to confirm whether invoice 1143496 (5 May) has been paid? I’ve been chasing since June, while the hospital threatens legal action. This level of silence from a worldwide insurance company is unbelievable. #CustomerService #Insurance

@EuropAssistanceES URGENT – Still no resolution
• 24 June: EA confirmed both hospital invoices would be paid
• 27 April bill: paid ✅
• 5 May bill (1143496): still unpaid ❌
• 31 July onwards: countless calls/emails chasing, always “we’ll check with billing”
• 14 Aug: last proper reply
• Today: STILL no proof of payment, hospital threatens legal action

How can a worldwide insurer fail to pay a bill for nearly 2 months while leaving the customer at legal risk?

#EuropAssistance #Insurance #CustomerRights #CustomerService

Two months chasing an unpaid hospital bill – no resolution

I took out a Schengen travel insurance policy with Europ Assistance Spain. On 24 June 2025, they confirmed that two hospital invoices would be paid directly to Hospital Yves Le Foll (Saint-Brieuc, France).
• The first invoice (27 April) was eventually paid.
• The second invoice (5 May, €1,495) has still not been paid.

Since then, I have spent nearly two months making calls, sending emails, and even contacting the complaints department. Every time I’m told: “we are following up, we are waiting, we will get back to you” — but nobody ever provides proof of payment or a manager contact.

Meanwhile, the hospital continues to threaten legal proceedings against me because they have not received payment. Europ Assistance is fully aware of this and yet nothing changes.

This is not what insurance is supposed to do. Instead of helping in a medical emergency, they are causing extreme stress, risk of legal costs, and endless chasing.

I have now escalated this to regulators and consumer protection bodies, because a worldwide insurer should not treat customers this way.

Be warned: if you take out a policy, you may be left abandoned exactly when you need them most.

I booked a property for a friend and I on 18 April 25 for a holiday in September, 25.
I took out insurance with Eorop Assistance at the time of booking.
Unfortunately I suffered a stroke on 30 May and was in hospital for a while.
By the time July had arrived I realised my condition would not allow me to travel as I had intended and regrettably I cancelled the trip on 5 July.
I immediately received an email from the insurers.
I submitted a claim form on 6 July which was acknowledged by EA on 7 July.
A further email received on 18 July informed me that my claim had been successful and I'm delighted to say that my claim was honoured IN FULL on 22 July.
I have no hesitation in giving the insurance company a five star review and thank them for their diligence.
In effect my claim was resolved in16 days.

A complete scam. I have Alan insurance, and Europ Assistance is covering accidents for them outside of Spain. I created a claim on their website, contacted them 5+ times via email, and Alan (nice support at least there) helped me and called them 3 or 4 times to clarify what's going on - every week, they were giving Alan a different deadline to review the case. It's been more than a month already, they went to a full "ignore mode".

Europ Assistance Spain is an absolute disaster. I have been trying to contact them for weeks regarding medical expenses that they are obligated to cover through GLOBAL PPO, the payment guarantee has been sent to the hospital, but they are completely ignoring me. I have sent 25 emails last week alone, and they haven’t responded to a single one. I have also called them multiple times, but they either don’t answer or pretend they don’t know what’s going on.

Their customer service is beyond unprofessional—it’s rude and negligent. They are deliberately ignoring me and refusing to take responsibility for the costs they should cover. This company is unreliable and disrespectful towards their clients. Avoid them at all costs!

Avoid at all costs. They will try their best to find a way not to refund you. They will ask for too many documents and personal data, even if they are not necessary or illegal to ask for, hoping that they will find a way to avoid paying.

Avoid at all costs! My wife ended up in the emergency room in the Dominican Republic after being stung by a jellyfish over a large area of her body. The operators were very rude, stating that before going to a clinic, we should have contacted them first to tell us where to go (even though it was the clinic of the resort where we were staying). They refused to provide us with the client number needed for cost coverage, claiming they required medical documents and receipts before generating that code—which is absurd, as clinics do not issue receipts and medical reports without a registration number from the insurance company or without you paying upfront.

We paid the amount, took photos and copies, and sent them via email, including receipts. It has now been five days, and no one has responded to our emails, even though they redirected us to these addresses.

Avoid, avoid, avoid! This is a complete scam. I should also mention that our travel agency arranged the insurance, and they have also been unable to reach them.

My plane got cancelled from Spain to Portugal, they said the expenses are not covered due to policy in the insurance, I paid for an insurance that didn't help me when I needed the most
Voucher# HN 01680
Daniel Alejandro

Avoid this company at all costs for your travel insurance, working with Opodo they offer “ peace of mind” travel insurance, alledgedly.
What they don’t tell you is that you are not covered for most ,if not all of the incidents that are likely to happen whilst travelling. For example , theft of your personal items by pick pockets is NOT covered unless you are threatened with violence or suffer personal injuries, hardly how pick pockets operate . The claim process and website are difficult to navigate on line and it takes 2 weeks for an initial response yet they can dismiss your claim within hours once documentation is sent .
A total waste of time throughout as an” insurance “. The small print which , let’s be honest , you have little time to read a 43page policy document more or less absolves the company from any pay out in any incident.

I bought their travel insurance via travel agent. When I had the flu like symptoms while on vacation and wanted a health checkup from a doctor, I was directed to Europ Assistance Spain.
I gave them all the information that was provided by the travel agent and also my personal information and they could not find me in their system.
I was given the option to pay for the health checkup myself and claim a refund afterwards.
Imagine if I had to had to be hospitalized and don’t have the money to pay for it?
This is the last time I will be paying for this unreliable service.

I've been trying to contact them for a Flexible Ticket insurance I booked a month ago via eDreams. I changed my flight and I've received no response from them although I've uploaded every document needed to get my insurance money back. SCAM!

Beware cancelled flight that was fully insured and was denied refund. Aggressive, unpolite and unapologetic throughout. Useless as insurance, great for pissing people off and taking their money

Just impossible to get any response from them. They will reply on Trustpilot asking for your case number but do not supply you with any link or any way to reply. The booking number that they provided us is not working on their website. eDreams did our booking (ref 8562464600) and our policy number with europ assistance IB1700254GBFTC2. Can you provide me with a way to contact you?

I am surprised by the service of europ assistance as my travel agent eDreams who gave me flexible dates insurance policy on my ticket , I want to change my travel dates and they are saying that you need to book new air tickets with them and then contact third party insurance( Europ Assistance) for your claim. It says on documents that we need to contact or inform insurance company 24 hrs before departure but I’m trying to call and submit my claim on Europa website but no answer from them and website says(error) your reference number or policy number is incorrect, on the other hand i am contacting eDreams regarding this and they are saying they got nothing to do with third party insurance company so you have to deal with them directly and they are not answering at all. I don’t know what to do and where to go i am completely exhausted contacting them. My original flight was on 6/08/22.

DOWNRIGHT TERRIBLE! I bought refund protect tickets via Dice for Primavera Sound 2022 almost a year ago. Fast forward a year later and a few weeks before the festival, I fell ill with Meningitis meaning I was hospitalised with a literal brain infection! I could no longer attend the event so I contacted DICE who told me I had to go contact Europ Assistance as they are who my insurance is with. I provided them with my hospital discharge letter and everything they asked for and yet I have not had my money back - nearly £300!! I made sure I did it all within their time frame to ensure no hold-ups or anything. I triple-checked their T&C's and I fall into the category that would get their refund!

Countless months later, I have emailed multiple times only to be met with an automated reply or "still processing documents" What on earth is left to process??! Even when I emailed their complaints department I have not had a reply! I'll be contacting an Ombudsman next as well as seeking other legal advice as this is downright wrong!

Ref: E22T1177584-3RY

Absolutely the worst, they Super bad on communication super bad in understanding, super bad having English speaker , after I provide them with all the information the stll denied in my case,
And my wife phone and her purse gone for ever and never got refunded, So do your self a favor dont buy insurance from this Thieves Company, they are the biggest thieves

Why isn't zero an option? DON'T USE THIS COMPANY! Wouldn't pay a claim after multiple emails asking for the same information over and over and several months only to deny the claim. If this was a US company they'd be so mired in litigation. Settlement isn't worth the lawsuits here. Better to buy a US based plan.