HanseMerkur Reviews 

I wish I had stick to my old insurance

I had Swisscare international students insurance for 3 years. I was perfectly happy with them and in December 2023 I got an offer where I could switch to HM insurance. The offer sounded great so I did. However now I regret it.

With Swisscare the claims were processed within 2 weeks and I got my reimbursement back the following week. With HM it take AGES to get your claim processed and one of my claim was completely lost. I sent the claim a month ago and still did not hear a thing. It is hard to contact them, hard to get answers and emails often end up in spam. The sheer fact that I have to remind and follow up on my claims is bizarre. If not for the fact that I am soon graduating I would switch back to Swisscare.

I am a student in DE and have Hanse Merkur travel insurance. I filed two claims for medication reimbursements and still haven't heard back, it's been 3 weeks! When I call you put me on hold for hours, or forward me to someone who "speaks English" who then does not in fact speak English. Please help!!!! I need my money back!!

I am very dissatisfied with my relationship with HanseMerkur. I purchased a trip interruption policy for two consecutive river cruises and airfare for November 2023. Unfortunately two days into the cruise, my wife and I contracted severe cases of Covid 19. Upon docking in LePouzin, France we consulted a physician who advised us not to continue our trip. We were quite ill, and confined ourselves to our cabin until the first cruise was finished. Rather than suffering in a French hotel for several weeks we opted to book a flight home first class, so we could isolate and lie down on the flight. It was not a pleasant experience, and since it was done at the last minute, the flight to Washington DC cost around 8000 euros.

The physician in France was kind enough to send us a medical certificate specifying our sickness and his recommendations that we not continue the rest of our trip.

We filed all the necessary paperwork with HanseMerkur, and after a delay of several months, we were shocked to find that the representative declined all responsibility for payment. I wrote back to him, disputing his rationale for the denial, but have not heard anything.

Our cruise company had used HanseMerkur previously and on their recommendation we purchased a policy through them. It was a mistake to use a company who refuses to honor their obligations. Unfortunately we may need to engage an attorney unless there is a positive response.

Dr Stephen Eingorn
From Google translate
Ich bin mit meiner Beziehung zu HansMerkur sehr unzufrieden. Ich habe eine Reiseunterbrechungsversicherung für zwei aufeinanderfolgende Flusskreuzfahrten und Flugpreise für November 2023 abgeschlossen. Leider erkrankten meine Frau und ich zwei Tage nach Beginn der Kreuzfahrt an schweren Fällen von Covid 19. Beim Anlegen in LePouzin, Frankreich, konsultierten wir einen Arzt, der uns davon abriet setzen wir unsere Reise fort. Wir waren ziemlich krank und blieben bis zum Ende der ersten Kreuzfahrt in unserer Kabine. Anstatt mehrere Wochen in einem französischen Hotel zu verbringen, entschieden wir uns, einen Flug in der ersten Klasse nach Hause zu buchen, damit wir uns während des Fluges isolieren und hinlegen konnten. Es war keine angenehme Erfahrung, und da es in letzter Minute erfolgte, kostete der Flug nach Washington DC rund 8000 Euro.

Der Arzt in Frankreich war so freundlich, uns ein ärztliches Attest zu schicken, in dem er unsere Krankheit darlegte und empfahl, den Rest unserer Reise nicht fortzusetzen.

Wir reichten alle notwendigen Unterlagen bei der HansMerkur ein und stellten nach mehrmonatiger Verzögerung schockiert fest, dass der Vertreter jegliche Verantwortung für die Zahlung ablehnte. Ich habe ihm zurückgeschrieben und seine Begründung für die Ablehnung bestritten, aber nichts davon gehört.

Unser Kreuzfahrtunternehmen hatte zuvor HansMerkur in Anspruch genommen und auf deren Empfehlung hin haben wir eine Police über sie abgeschlossen. Es war ein Fehler, ein Unternehmen zu beauftragen, das sich weigert, seinen Verpflichtungen nachzukommen. Leider müssen wir möglicherweise einen Anwalt beauftragen, es sei denn, es erfolgt eine positive Antwort.

Worst customer service ever. I sent them a bill 2 month ago, and an email to ask for the status 1.5 month later. Got no answer. I have been trying to call since then. Today they finally answered the phone (0: my 3rd attempt ttoday)Then they put me on hold. I have now been on hold for 80 minutes. Great.

Update: I have re-sent you all the information you requested by email to your trustpilot address yesterday. Will be happy to share if some positive outcome comes out of this.

Update 2: My issue was swiftly solved, thank you!

Keep on taking your money after having your contract canceled...

Worst medical insurance. They take your money but don’t approve anything. Beware.

Worst insurance ever!!! How I regret changing from public to private. I pay almost 300eur a month for this insurance and every time I go to the doctor I have to pay for everything myself. I submitted so many medical bills for 2023, bills from the Hausärzte, and blood work that I have to do often because of my autoimmune disease and they paid for NOTHING! then what is the point of having this insurance???

I have made a claim, in December 2022, against my medical bill from abroad. The company still says that they need to confirm with the practitioner in the treatment country. It has been nearly one year but they are only making excuses not to pay my bills.

Verena from the Hanshand overSocial-Media-Team promised me 2 time (in April 2023 and August 2023) that I will get reimbursement soon but only empty promises.

Stay away from this company it’s a big headache

Like many other reviewers here, I have been after my compensation for a medical emergency abroad that happened 14 months ago.
There have been months of unanswered messages, and the Lady handling my case has NOT ONCE returned my calls, she's never at her desk.

Finally a few weeks ago they gave me an update, saying that it would take even longer, no explanation given why.

The hospital has sent my case to a collection agency and my name has been tarnished. I am now in the process of contacting my lawyer and starting a new nightmare. Luckily I have everything properly documented and noted.

Bottomline: I should've read the reviews before choosing this company. The rating says it all.

STAY AWAY

I am customer of HanseMerkur since 2021. HanseMerkur clearing bills is super Annoying.

They dont clear fee bills untill you follow up a lot, they dont give proper acknowledgements in the process of clearing bills.

Support is very rude for Expats as their english support is bare minimal. You to wait many hours or days to speak with english rep.

Cost wise HanseMerkur is pretty decent and also they provide discount if you are healthy.

Thanks god TrustPilot is helping in such situations.

They require pre-approval for even the smallest test or prescription. The wait time that I wanted to avoid by getting access to healthcare providers earlier is now replaced by the extremely inefficient Hansemerkur system. The staff is also very unhelpful.

Wanted to get a precautionary HIV-test as a gay person and I was told to provide medical documents, prescriptions etc for them to review over 2 weeks. This almost sounds discriminatory.

They take ages to give you your money back. I wish I had stayed with my public insurance.

 I have unfortunately observed that this insurance got a bad reviews. I must however confirm that my hundred percent experience with this insurance has been excellent. I have two running insurances, the numbers as follows:

803906016
802918713

Starting from creating the insurance, understanding the contracts, as well as in case of trouble contacting the people the whole experience has been until now excellent all the time. The service has been friendly, which is not self understood as usual working with different insurances. I have many experiences with different companies , but this one has been excellent. 

nobody is reachable on the service phone. When calling there is a long procedure to go through an agent and at the end you get an answer that all agents are busy and the call is dropped. Email unanswered. My son has an appointment with the doctor next week and we are waiting for certain documents from the insurance

Topic: House Insurance Cancelling
City & Country: Hamburg, Germany
Issue: I am since begening of March trying to cancell a house insurance, however I do not have any response from Hansemerker. Instead, they keep charging me every month even though I have sent several emails.
Lack of attention to the client and not easy way for canceling service with them.

My wife had to go to the hospital during a visit in an asian country. We paid the bill and contacted Hansemerkur via E-Mail hoping to get a reply. Nothing happended. 3 weeks later, I contacted the Info E-Mail address of Hansemerkur in order to ask, if our E-Mail (with the according timestamp) did arrive. Again, no reply at all. After another week, I contacted the Info E-Mail address again. Still nothing.

Today, more than 1 month after we paid the bill and tried to get in touch with Hansemerkur, we still have not gotten any reponse whatsoever.

I can't say it's bad customer service, because there's simply NO customer service, at all.

I've tried 20 times over the last 2 weeks to contact them through their public phone number, but every time they say all customer service representatives are busy and to call again later. Even when I call exactly as the phone lines open at 8am, I get the exact same message.

All I need is a simple certificate, but it's taken hours of frustration and confusion. I definitely wouldn't recommend.

Got a long term travel insurance from HanseMerkur. Gladly had to use it only one time so far with no issues. Had to go to a hospital again, a month ago. Sent them the bill right away at the same day. They state in their policy that a refund can take up to two weeks. After that time I contacted them again and asked for the state of my request. That was again two weeks ago and haven’t heard from them since. One month without reply is very bad customer service.

I just want to express my dismay at the sheer negligence of customer service. I am still waiting after 8 weeks for a reasonable solution to a claim made through my Premium Insurance policy. A flight was cancelled due to extreme weather and snowfall in Canada shortly before Christmas meaning we had to re-book a flight and also hotel for overnight in Vancouver. My policy states recompense for natural events however someone in customer service tells me this was not a natural event? They have failed to contact me further after my attempts via email to explain how they came to this decision. I have heard nothing! The airline will not refund any costs, I have already explained this. I want an answer ASAP!

Bad customer service, waited first 20 minutes to get through in international call, then had to wait additional 10 minutes to be connected to an english speaking. I requested a reply on an urgent email sent 3 days ago. Customer service person ask me to hold, waited 15 minutes more, she comes back and says a person will reply same day. No reply yet for 2 days.
I took out an au pair insurance for an au pair I have employed. Swedish migrations points out it does not cover all that is required and requests complements within a few days.
HanseMerkur.de does not answer. They are just a waste of time and money and their claims of au pair insurance is obviously not covering what is required.
OBSERVE also that HanseMerkur.de on their website claims a contrary customer satisfaction of 4.7 in Ekomi to a much lower here in Trustpilot.
And there is no way I can leave a review in Ekomi.