HanseMerkur Reviews 

Scam company! Never answer my emails.
After 2 months, no answer! My claim not payed.

After two months waiting I have still not been reimbursed for a flight cancellation. I am filing a second time in hopes they respond.

Beware of buying insurance from HM.

I have an accident insurance with the company. In November I had an accident in which a small part of my bone in my ankle got damaged. For about 8 weeks I couldn’t walk properly, and even now I still have pain which might be dragging on for another year. The doctor prescribed 18 sessions of physiotherapy. Despite all that the insurer decided I should receive no compensation in this sort of situation. A total waste of money, stay away from HM

I needed to do the process 5 times because in the last step, I couldn't sort for Bank details in the drop down menu. I tried 3 different devises and browsers but couldn't make it work.
Needed to find a turn around by sharing BIC/SWIFT/BRANCH instead of IBAN to be able to finalize my online claim.

Well designed site, except the banking details page where the drop down is not giving the bank details.

Claiming an amount of about EUR 70 took me nearly 2hours. First time the last required data field of Bank Origin details in Germany did not work and after entering all data and supporting document, the site collapsed and all data was gone. The second time the same happened, so I had to enter my bank details abroad. I understand asking many questions in case of a large invoice but for just a checkup I had to provide names of doctors, addresses, telephone numbers of the hospital, proof of payment twice, proof of staying abroad etc.
I would be happy, if I could provide this information as profile details once but it seems to be that I need to provide them every time I‘d like to claim something, even it‘s a very small amount. This is definitely not customer friendly!

Terrible service. You need to worry about paperwork more than your health. We have health insurance with Hanse Merkur. When they say they will pay a confirmed cost in a month - they will not. When you call on the phone to ask, you get 3 different answers from different people. One of them says that the costs are already being paid out. The second one says that confirmation is in process and there's nothing to worry about. The third one says everything is stopped for documentation checkup. Example: my husband never took a sick leave, until he absolutely needed it after 4,5 years of not having sick leave. We are patients of a praxis with multiple doctors and we are not always seen by the same doctor, but it's the same praxis with the same data. Hanse Merkur blocked the Krankengeld payout because of incomplete information. We send all the paperwork. They already received documents from the praxis, from our former doctor, from our former insurance house confirming he was not on such a sick leave before. But Hanse Merkur claims there is a "missing" document, from another Hausarzt in the same praxis who acted as a replacement for our Hausarzt 1 afternoon. She was simply following up on the same documentation our Hausarzt already sent. Now this doctor is on sick leave, and the Praxis already sent the answer - as the praxis who has all the same data. Hanse Merkur is not accepting this and wants the document in that replacement doctor's name who covered 1 afternoon shift. Absolutely ridiculous. In short: Hanse Merkur knows this, and is purposely prolonging the payout based on this "loop". There is absolutely no clear answer WHEN will anything be paid, nor support from their side. All the while we're just normal hardworking people with normal health issues, who never "swindled" a dime from anyone our entire life and do everything by the book. With Hanse Merkur, you will have more stress and therefore more health issues then you signed up for.

I am insured for almost 2 years now and bad experience after bad experience!

1. I have been on sick leave and they did not pay out the sick leave costs to me on time (more than one month waiting!). When I extended the sick leave, no information of payment was confirmed.
2. The medical checkup recommended by my doctor is still not payed out, no feedback or information more than one month again.
3. I have called 3 times the customer service, and the answers ON TH SAME QUESTIONS were:
1st call: Bills are compensated up to 30 days after submitting and its still not the deadline. (Then more than 30 days passed - nothing happened).
2nd call: The sick leave and medical costs will be paid out. I waited for a week and nothing paid out again, no confirmation either.
3rd call: The medical bills are not confirmed yetand are being manually checked - no clear answer if and when they will be payed. The sick leave (Krankengeld) is still not payed as they said some paperwork still needs to be done. ''We will connect you to a call by the sick leave department to clarify.''

In the meantime, 1 month and 5 days after submitting from my side still no answer. I feel with Hanse Merkur I need to worry more about the administration then getting back to health. Terible!!!

Some of the translation was a little bit unclear and I wasn't completely sure what it meant.

Tried contacting several times via phone, but no return call, took 20 mins to answer, then got put back on hold since the speaker did not speak English. Submitted online form, but system was not working, so I needed to re-do the online form a second time.

I just wanted to share my frustrating experience with HanseMerkur. I've been waiting almost a month for them to sort out my insurance claims, and all I’ve gotten is silence. I’ve reached out multiple times, but they seem to have ghosted me completely.

It’s beyond frustrating when you need help and can’t get any answers. Has anyone else had this issue? Would love to hear if you’ve found a way to get through to them!

Be careful with this insurance; they don't answer calls or respond to emails. When you need them the most, you're left on your own. It's not worth it. Don't save that money; choose a good insurance instead. If anyone doubts this review, I can provide all the information. This isn't out of spite; it's to help you avoid making the same mistake I did

I like simplicity and good and easy 😌

I have been a customer of this company for almost 2 years and unfortunately have gotten nothing in that time. None of my medical checks have been paid, all have been rejected. But in 2 years they have raised the cost of the monthly fee 3 times. I am now waiting for a refund of my last month's payment and this has been going on for a very long time. Very poor service, responds slowly or not at all. I do not recommend this company, it is absolutely useless and not professional

My experience with Hansemerkur has been nothing short of a nightmare. I deeply regret my decision to switch from public to private insurance, especially choosing Hansemerkur. While the process of buying the policy was quick and smooth, everything changed after I was hospitalized a few months later.

Before my operation, I tried to confirm with Hansemerkur whether the procedure would be reimbursed. Despite reaching out via email and phone, I received no clear answers, there were no response via email but only vague reassurances in call that I had the best insurance and everything would be covered. The real ordeal began when I started submitting invoices. It's been over two months since I began this process, during which I’ve had to focus on recovering from my operation while also scanning, submitting thousands of invoices and consistently following up with Hansemerkur, it was more painful than the operation itself.

Following up with Hansemerkur has been incredibly frustrating. They delayed payments, asking me to fill out numerous forms and requesting additional information from my general practitioner and gynecologist. They even contacted my previous insurance for details. Despite complying with all their requests, they have refused to pay any of my invoices and are now canceling my contract altogether.

What’s most frustrating is that these checks weren’t conducted before issuing the health insurance . Given that everything is digital and my information was already accessible to them via previous insurance company— SBK, these verifications should have been done beforehand. Instead, I’ve been left to suffer through this ordeal after the fact. I distinctly remember signing a document that granted Hansemerkur permission to access my previous health insurance information before finalizing the contract. I don't know what happened to that?

It's extremely disappointing that these issues were not addressed before the policy was issued, and I would caution anyone considering Hansemerkur to think twice.

Not really helpful support by phone. They take ages to pay back the applied invoice!

I cancelled my insurance and I’ve been fully refunded.

I had Swisscare with ERV previously and switched to HanseMerkur. The experience so far has been really stressful for me :/. I have been trying to contact someone for more than a month to arrange for payment for a surgery and was not able to reach anyone. It is now only a few days before the surgery, and I am stuck potentially paying the entire bill out of my own pocket. The customer service people were friendly and maybe they are just overworked or understaffed but this has really been a bad experience and I regret switching from ERV :/.

Update 18.06.2024: I just want to mention some good news. It seemed there was a miscommunication between the hospital and the clinic which caused this stressful delay. As I mentioned before, I had no issue with the staff (the issue was just the communication and being able to reach someone in general, which still remains my only criticism now as it is really challenging to reach someone on the phone still). The staff member processed my claim thoroughly. Now I think the issue is hopefully resolved and I am satisfied with the outcome.

We unfortunately needed to cancel our 3-week family trip to Asia due to medical reasons. The process with HanseMerkur travel cancellation insurance was seamless from start to finish. We could enter all details about the trip, the reasons, etc. via a guided online tool. There I could also upload all the necessary receipts. I expected the process to be lengthy with all kinds of questions, however, within a week (!) I heard back that my claim had been processed and they have wired me the money. I must say that I was very diligent in uploading all the documents and also preparing a nice overview of all costs and cancellations, which probably made there job easer. But still, I am very impressed by the user friendliness, the speed and the professional execution of my claim.

Unserious company, they don't even respond to messages, very difficult to contact.