CEGA Group Anmeldelser 

Total sh**t show. Check that your insurers do NOT use Cega Medical assistance.
Step Mum ( Insured with Admiral) sustained #Pelvis & # wrist following a trip on uneven surface whilst in Tenerife.
Whole management from beginning to end was chaotic and negligent of their duty of care.
11 DIFFERENT 'case managers ' in 14 days. 9hrs spent on phone to said 'case managers' to action the previous 'case managers' out standing tasks to do with the case.
Fawlty Towers management of repatriation meant that the Medical Team were sent to hospital in Tenerife North for their patient ( she was in the South!!!!) . The plane was on the tarmac from from 6.30am - scheduled to depart @ 09.10hrs . We departed at 3pm. The patient 76yr old with # pelvis was stuck on a trolley bed for total of 18 hours before getting into a UK hospital bed.
Purposely waited 24hrs to see if any of the 11 case managers had ANY compassion to enquire regarding the welbeing of their client after a totally and absolutely shambolic management of repatriation of an elderly vulnerable woman . NOTHING. Cega you should be ashamed of yourselves

Useless service and refused claim for operation abroad as 'should have sought a second opinion'. They approved claim for incidental expenses but not the medical costs so either the claim is valid or not!
How am I supposed to get second opinion when I'm in a Greek Hospital?
They are the worst face of Nationwide and Aviva who need to drop them from handling claims immediately!
Latest Update - Finally got paid in full after Aviva/Nationwide instructed this company to settle the claim in full after my complaints. This company shame Aviva's good name!

This is a horrid company.

STAY AWAY FROM THEM.

THEIR INSURANCE IS WORTHLESS.

I am sitting in a Japanese hospital right now, after surgery, and arguing with the company to which Nationwide subcontracts their travel insurance. They are called CEGA. They have completely strung me up in paperwork asking for incredibly complicated documentation which they expect me to crawl out of my bed to get. The last set would cost about twice the cost of the surgery itself with no guarantee that they would cover the cost. Dealing with them is like dealing with an online scammer who constantly asks for one more thing and promises a service later. Their thing is repatriation, basically buying you a ticket home. I was advised against flying. Now they are asking for CT scans, X-rays, blood tests basically second guessing the surgeon without examining me. I have paid for Flexplus for fifteen years. This is my first and last medical claim. I will be closing my account when I get home!

I have to say I don't recognise the same company from their current Trustpilot score. My sister broke her leg while travelling in the Middle East - although she desperately wanted to fly home for treatment it was clear that an airline could never consider her fit to fly. CEGA arranged for an operation in an excellent nearby hospital and got her home as quickly as possible. I dealt with numerous CEGA staff through their emergency call line - Harry, Jay, Luna, Katie and Francesca (sorry if I have missed others!) - all were very extremely helpful, admittedly often not able to make promises that needed input from medical staff or airlines. I found their internal notes always seemed up to date - they always had all the background data and records of every call. Of course you never want to have to deal with an emergency medical issue but if I had to again then I would have no hesitation in recommending CEGA - thank you and well done.

My wife and I were on holiday in Fuerteventura arriving on the 30th November 2024, on December 1st I had fall of around 4m through a gap in a privet at the resort we were staying at. I had split my head open and found out later on that I had fractured my back and damaged my shoulder

My wife contacted CEGA on the 2nd of December to let them know what had happened and that we had already been to a clinic the day before to have my head stapled, we at this stage did not know my back had been fractured but told them there was a problem. The doctor at the hotel said give it a few days and see if the pain settles down, the pain got worse the doctor said I needed an X-ray on my back but the nearest hospital was 80 miles away we asked CEGA if they could arrange an ambulance to take me there and they refused, fortunately the doctor at the hotel made a call and an ambulance came to take me to hospital.

My wife was in constant touch with CEGA speaking to a different case manger each time having to explain my circumstances, and telling them what we had been told by the hospital that my back was fractured, CEGA still refused to help I asked the doctor at the hospital for a certificate to fly which he refused due to the nature of my injury. We informed CEGA of this as we were due to fly home 2 days later.

CEGA then asked if we could stay at the hotel for a couple of days which we had to pay as we could not fly home on the Saturday without a fit to fly, the doctor at the hotel also refused to issue a fit to fly.

CEGA contacted us to say they would move us on the Monday to another hotel nearer to the airport as we were 80 miles away, which they would pay for for a couple of days also they had found a private hospital which would give me a full body scan. We finally got to the private hospital they took my passport and a doctor saw me and said no need for a body scan we will put you in a brace and he would issue a fit to fly. They forced us to stay overnight which we tried to leave but they kept my passport so we had to stay. The following day they cleaned the wound on my head and we waited hours for the man to come to fit the brace. Then thanks to CEGA the man said that’s 330 euros we had to pay for this ourselves totally outrageous once the doctor came he issued my fit to fly got my passport and we were so glad to get out of this private flea pit they sent me too. We left the hospital abandoned no transport nothing we had to ask a local if he could get a taxi for us which he did

CEGA did not ask how we were getting to the airport if we needed help when we arrived home nothing.

We did put a complaint into CEGA explaining everything and a lot more besides which I have not mentioned. They did not answer any of the questions we put to them but did offer £300 as a gesture of good will which we refused. so we complained to Admiral who we took the policy out with and they said it’s nothing to do with them and referred us back to CEGA. We have now passed this on to the ombudsman.

To be clear AVOID. AVOID AVOID AVOID they are a complete joke and should be banned from trading asap

Worse customer service, never kept updated what’s going on. Kept me waiting with me in a cast from toe to hip. Was told that I was getting picked up and appointment at 4pm, never turned up, was told another 45 minutes then told later that transport isn’t turning up. This company got mixed up with the transport and now all this for noting, I had to go up many steps and wait. I wouldn’t use this insurance at all, stay away from this, they don’t care.

Prompt assistance, easy to reclaim medical cost within couple of days in bank

I spoke with James Foster. I was on holiday and broke my arm. He was exceptional. He has empathy and he was professional but took time to listen. He also called me later in the day to make sure I was ok and to tell me who was dealing with my claim as he was off the next day!

I’m shocked and deeply disappointed by the way CEGA Group (on behalf of Aviva) has handled my travel insurance claim. They’ve had me running back and forth to the hospital twice, each time telling me the claim was approved — only to then fail to follow through on their end. Despite repeated assurances, they did not take the necessary action, leaving me completely stranded while abroad.

This kind of negligence completely defeats the purpose of having travel insurance. I purchased it for peace of mind in case of an emergency, yet when I needed support the most, CEGA was nowhere to be found. Their communication is disjointed, their process is chaotic, and their handling of my situation was not only unprofessional but genuinely harmful.

Travelling is stressful enough when medical issues arise — but CEGA added an extra layer of stress and confusion that no traveller should ever have to endure. I would never use them again and strongly urge others to steer clear.

Amazing travel insurance. So helpful . Ended up in a private hospital in majorica with my daughter. Had to pay €500 deposit upfront and at the end of discharge, they wanted €3000, which is didn't have. So CEGA took over and paid the inpatient cost of €3000. They spoke on my behalf. Updated me regularly via phone and email. The private hospital will refund me my €500 back into my account. Would highly recommend going with CEGA when travelling abroad.

I am in the process of taking this to the Ombudsman so cannot go into too much details. My wife had a serious ski accident and they were useless. In the end I had to use my 35 years experience in insurance to get them organised and get us home. Stuck overseas for close to a month.

They have a virtual monopoly with insurers hence service is just poor. So check who handles the claim.

Borderline theft from Cega.

I had to claim on lost valuables from a recent holiday. Whilst they agreed to settle my claim, they are depreciating my valuable by an astonishing 10% per year!!! The valuable in question is a pair of sunglasses, however, the amount they are calculating wear and tear is as if it was a car!

My policy does mention a wear and tear deduction however, there is NO mention of how much. Cega have seen fit to pluck a figure out of thin air, without discussing or negotiating it.

I have complained and requested them to reduce the % to 0.25%, just like their calculation, I can also suggest a ridiculous amount.

I have also copied in their CEO and Barclays Executive colleagues as my policy is through them.

My next step will be to go to the Ombudsman unless they come forward and open dialogue to agree an acceptable amount.

Absolutely the Worst Insurance Experience I’ve Ever Had

Avoid this company at all costs. I have been chasing a simple travel insurance claim since 1st April, and nearly two months later, it is still unresolved. The level of incompetence, dishonesty, and complete lack of accountability is shocking.

Every time I’ve called which has been almost daily I’ve been lied to, misinformed, or given a new excuse. One agent told me my claim was approved and payment was being processed. Days later, I was told it was actually rejected and they needed more documents. I submitted everything they asked for still nothing. I was then told I’d be paid by a certain date that never happened either.

To make matters worse, because I filed a formal complaint, I was told I now have to wait even longer for the complaints team to sort it out. Apparently, complaining delays your claim even more how ridiculous is that?

Today, I was once again told by an agent that my payment had been processed and that I would receive a confirmation email. Over 3 hours later, no email, no payment nothing. It’s just one lie after another. I’ve never missed a payment, and this is how loyal customers are treated? With silence, lies, and delays?

This whole experience has been stressful, infuriating, and completely unacceptable. I’ll be cancelling my policy and I strongly advise others to stay far away from this company. The 1-star reviews are well deserved I only wish I could give zero stars.

I was taken unwell on holiday in Abu Dhabi with abdominal pains. Contacted CEGA who told me to see a medical professional and get a report before authorising any treatment. Went to local hospital had bloods uridine and CT scan. Diagnosis was food poisoning. Provide with report meds and a bill. Submitted report on line by pdf. Received a short form to complete re personal health and release permission. Submitted the following day. Following day received e-mail confirming full payment minus excess. Total time was less than three days.

Arrived on holiday to Marbella on the 06/04/25, suddenly became very ill ( dehydrated). Ended up in a private hospital. Had to pay a €500 deposit , lucky my husband was with me to do this. Contacted my insurance the next day, I spoke with Melissa who was very helpful. I asked Melissa to speak to the hospital for me which she did. Send over my medical paperwork and all was sorted and refunded within 2 weeks of this happening. I read the bad reviews but my experience was fantastic.

My recent experience with CEGA during a medical emergency in America has been overwhelmingly negative and distressing. On [date], I endured 18 hours of seizures and was on the verge of being placed in an induced coma before regaining consciousness. Despite the urgency and severity of my condition, CEGA required me to contact them within 48 hours of the incident to avoid voiding my claim. With the help of my sister, I managed to make the call the following day.
However, the case handler I spoke to was incredibly rude and unsympathetic. As I struggled to explain my situation, she showed no patience, forcing my sister to step in and take over the call. The entire process was confusing, and CEGA refused to confirm whether my insurance would cover the high costs involved. Additionally, they provided no support while we were stranded abroad.
We adhered to their 7-day guidelines and booked our own flights on a credit card, yet received no assistance with hotel accommodations. Had I been traveling alone, I would have been unable to make these arrangements due to my condition, adding significant stress to an already traumatizing experience.
Upon returning home, I had to consult a contract lawyer to confirm my coverage, as CEGA remained unresponsive. Waiting for the insurance company's confirmation would have delayed my return by three weeks. It has now been four weeks, and I am still unable to file a claim for expenses outside of medical costs due to the lack of a clear process. Emails to CEGA take 5-10 working days for a response, which is unacceptable.
I filed a complaint about the original call handler, but the complaint handler, upon reviewing the call, claimed there were no issues. My requests for the call recording and all case notes have been ignored. Given these circumstances and after reviewing previous reviews, I intend to lodge a complaint with the financial ombudsman.
Overall, the service I received from CEGA was wholly inadequate, causing considerable stress and financial burden. I would strongly advise against using CEGA for any insurance needs.

Arm broken during the ski accident, unfortunately CEGA was assigned to provide assistance by our insurer. As others reported: zero communication, zero help, had to do everything ourselves and make decisions on the ground. They claimed it takes 24 hours to translate documents from French and they couldn't talk to hospital as no one there speaks English! It would be funny in a comedy sketch, but not funny at all in real life. Someone has to stop this madness, these guys are utterly unfit to run international assistance. Will report my experience to the insurer and move insurance anywhere where they don't use CEGA.

AVOID AVOID AVOID.

They will take your money, but you will receive no service if you attempt to make a claim.

Your phone calls will get cut off and emails will be ignored.

You will be out of pocket and have zero chance of claim settlement.

Zero communications when I most needed it. Then when I got home, the claim process was completed by handwriting my claim and sending iot to them - This is what we did 30 years ago.

Nationwide - You should really review who you deal with.