HanseMerkur Reviews 

A bit slow on the refund, but ultimately received all of it. My mom came to Germany and had her luggage lost for several days. We claimed 500 euro for extra expenses related to clothing and hygiene. Refund took maybe 3 months

The worst insurance company. I will never recommend to anyone. I had a situation where the bedroom door is jammed and my baby was inside. After one hour unsuccessful trying to open the door, emergency service team broke the door to take the baby out. The insurance company rejected my claim saying that the damage was caused by us intentionally and it is not covered in insurance. It was my first claim after being customer for 4 years.

Why is it so difficult to reach someone from Customer Support? Recurring emails, calls, all without success to get basic things answered.

Getting kicked out automatically trying to get a hold of someone by phone whilst not offering a waiting list seems a bit weird no ('everyone is busy, try later - bye')?!

I've had the travel insurance from Hanse Merkur (young travellers) since 2021. Sometimes it took them a while, but eventually they responded and covered the medical expenses guaranteed by the insurance. Ever since I've renewed the contract this year, however, my experience with them has been very bad. They don't check my damage reports at all, but just flat out reject it, claiming it is a medical check-up even though it is a treatment (and as such should be covered). I've been trying to get an answer from them for months, providing them with all the necessary information over and over again, without any success. I would not recommend them.

Sometimes is difficult and takes long time to answer the phone. And if requested a document takes several days/ weeks to get the post.

I paid for insurance with Hanse Mercur through a ferry company for an overnight ferry before Covid. When travel was cancelled, we lost the fare. The ferry company no longer operates that route and won't refund the fare. My attempts to reach Hanse Merkur have had no response. The email adresses for the company bounce back. I am not impressed by this poor service.

Customer service is lacking. As an international client currently based in Frankfurt, I struggle to get any support. I send e-mails (which is my preferred means of communication because I am not fluent in German) but those never get replied. I have to always contact one guy who always helps me out to get the customer services to reply to me. I thought it's because I am a foreigner but reading through comments here it seems to be a common theme for many

Currently am trying to to get some reciepts paid but no one can tell me if they have been recieved.

Before taking travel insurance I confirmed with a Hanse Merkur agent that a specific circumstance was covered. I chose the insurance package accordingly. After the circumstance occured, it turned out it was not covered after all. Very bad practice, luring customers under false security pretenses. In addition very long (weeks!!) response times upon customer service enquiries. We will not book with HanseMerkur again.

HanseMerkur is the worst private insurance company I have ever come across! Terrible customer experience and they reimburse very little on medical bills!
I lost my job on 31.03 terminated my contract on the same day, because I could no longer pay for their services, but left Germany on 30th April due to the Tenancy Agreement I had.HanseMerkur is harassing me to pay them money insurance cover between 31.03 and 29.04! I have an ailing mother in Africa who I struggle to look after/ paying her medical bills, food etc yet a rich insurance company that makes millions a year has the audacity to harass a vulnerable person in the society demanding a one month insurance payment from me yet I had to leave Germany after losing my job? Their Social Media team argues that what they are doing is right.
Absolutely wicked and pathetic! So much for nerve wrecking health checks to join their healthcare scheme calling their clients fat!
BMI does not work for every race!

Hello, My name is Rakesh and I am a student in Germany . I take Hanse merkur student care insurance. Firstly I was not paid for my claim as they said you have to pay yourself first 300 euro of any bill yourself then why we need them. Apart from this when i applied for termination and after termination letter also I got mail to be patient and wait for 8-10 weeks so they will charge me till that time and payment returns no assurance? I found this insurance worst and still struggling with their services. I hope to get help from trustpilot Hanse merkur

Great insurance, low monthly rate. Paid my treatment in full! Really happy.

0 stars if it were possible, for a company with 0 morals. This is not a real health insurance, yet I pay them 240€/month for them to act like it. They told me my therapy was covered then they refused to pay for it. My therapist even called them and they told her they’d cover it too. Lies. Now I‘m in debt over my therapy.

They aren't responsive and a scam. I tried to cancel their contract before the end of the contract with at least 8 months but they didn't cancel it and found after two years they still withdrew the payment from my bank account.

Used the expat insurance for the max. duration possible and sad I can't extend any longer.
All my claims (except. a CPAP I required after diagnosed with medium-severe case of sleep apnea) have been covered without second guessing or any troubles. If I move back to Germany and decide to go abroad again, I will choose HM again!

I've been with HanseMerkur for a number of years and have mixed feelings about the insurance company. The (Pros) they are very innovative when it comes to the Mobile App and it's very easy to scan an invoice from the doctor and upload it through the app. This process is good because it accelerates the payment and credit back to your bank account. Now to the (Cons) I had maybe two Agents out of my 45 calls in the last 3 years were friendly meaning 90% of the time I had only unfriendly agents who I was speaking to. I think if the insurance company would be an A+ if they would train their staff what Customer Experience is all about and be a bit more friendly to the customers calling in. You can have the best technology in place, but it starts how you train your staff and offering superb Customer Service.

HanseMerkur is the worst insurance company to deal with. They NEVER pay you back. They NEVER answer your calls. They are cheap, that's it. Go for this only if you are really healthy.

Before my trip I had to get an insurance. I chose the yearly abroad insurance for 17 Euro. I forgot to cancel it after my trip, but then I flew to South Africa where I got very sick and had to go to the hospital. To my amazemnt, Hanse Mekrur covered ALL the cost. It was more then 600 Euro. For the 17 Euro insurance which I forgot to cancell. I will be forever grateful and can only recommend the insurance company.

My father was just denied insurance by them all together because they claim his “BMI” is high by looking at his height and weight! Complete joke, no one measures BMI using a document online it was very disrespectful and my father is barely overweight!

Then they suggested that he goes for tests that they recommend and a much more expensive insurance plan.

If you’re going to rip someone off, atleast update your scientific information while you’re at it, a BMI measurement can never be decided ONLINE and requires a specialist. You need to update your book of excuses for charging a higher premium, people are not stupid.

Hanse Merkur did not pay any of my cancer invoices. Pls stay away from this insurance company. Indirect questions on questionnaire make you confused. This is not transparent. Trust Pilot department tried to help but they did not reply my final emails, my problem is still open during my chemotherapy treatments. I am kicked out and do not have any insurance.

I have a bad experience with the Hanse Merkur cat health insurance (Katzenkrankenversicherung).

After I applied for it online, I contacted them for some information in email = ignored, no response (I've been also monitoring my spam folder).

Approx. 10 days later I received a paper mail from them. Interestingly, the insurance started on the 16th of February, and they only sent the confirmation paper mail on the 24th. Seemed like a quite bad system that they have. Anyways, I decided that since they ignored my question in email earlier, I better cancel the insurance. In Germany, there are 14 days to do this and no reason needed to be given (Widerrufrechts).

At exactly 13 days I wrote them to revoke the insurance. I did it in writing in the email address given on the paper mail and specified that I expect a written confirmation => no response as always, and approx. 5 days later I got charged for the month.

I was wondering if my cancellation attempt was unsuccessful, so I again tried to contact them through the given email address to verify if my insurance is now active, or not => Again no response.

2 days later I tried again => Again no response.

What else can I do? I just want to know if my insurance is active. But I'm truly worried that if it is, how on Earth will I ever be able to contact them when I have a claim?