CEGA Group Omdömen 

The service provided by CEGA - purchased through Aviva - was literally life-saving. My father-in-law developed flu on a cruise to Florida. He eventually went to urgent care and they diagnosed him with pneumonia and took him into hospital and put him on oxygen. CEGA were fine with this and helped him navigate the process. After he was allowed to leave hospital and go to his apartment, the CEGA contact - who was a qualified nurse - phoned him at home and was able to explain the care that he was receiving (more clearly than the doctors in the hospital). The nurse noticed that he had developed a cough and insisted that he go back to the hospital for further tests, and emailed a detailed list of tests that he wanted done. It turned out that my father-in-law had developed blood clots on the lungs. These migrated up from his swollen ankles; had they migrated up to his head, he would have died of stroke. He was instantly readmitted and given blood thinners to resolve the problem. The CEGA representative spoke to my father-in-law and the nurses in the hospital directly in a conference call to find out what was the situation and what measures were being taken. My father-in-law was later released and prescribed some very expensive medication, which CEGA have made no bones about. Their knowledgeable and persistent follow-up saved his life. They just checked in with him again by phone from England on a Sunday afternoon (evening, their time). They have been discussing the safest way to repatriate him to the UK. What more can you ask for?

I currently get travel insurance through Nationwide as part of a monthly fee I pay.
Recently on a trip to Barcelona I came down ill and had to go to the emergency room, unfortunately I was dealing with acute appendicitis and required immediate surgery. The catch however, they refused to operate on me (even though they said it needs to happen right now) until either my travel insurance issues a guarantee of payment or I cough up 15k in cash.
Obviously at this point I go into a slight panic, I call the emergency travel insurance line and my case manager Shannon or Haley (sorry not 100% which one it was), calmed me down on the phone and said they had received the hospitals report, they said leave it with them whilst they quickly validate it with their Spanish nurse and they will come back asap. Within 45 minutes, I had a call back, the case manager had successfully verified everything and had issued the guarantee of payment to the hospital. 45 minutes after that I was on the operating table.

I cannot fault CEGA at all, they have been perfect, even having a number of followup calls to ensure everything is ok with me and if I need anything else.

Highly recommend CEGA.

I was recently in hospital in Spain for a week with severe chest pain. The hospital dealt directly with CEGA who covered all medical bills and travel home
Missed my flight home CEGA arranged for door to door transport for myself and my wife with a doctor all the way.
I was really surprised as I had a bad experience a few years ago when my wife was in hospital and it took a year and 36 emails to get the claim settled .We are both over 80 years

Absolutely awful experience! I have Barclays travel insurance and had a heart attack in Cyprus, won’t wife contacted the travel insurance, which is Cega on behalf of Barclays. They were helpful at first and then it all went down hill. No one would ever call me back no matter how much I requested call backs, they prevented me from having medical assistance and never ever explained the process to me.

My poor wife was so stressed throughout this and not 1 person reassured her. I cannot believe how rude and cold this company is, I will be finding new insurance that doesn’t go through CEGA.

The cega group are behind canopius claims. Avoid at all costs. A simple insurance claim simply ignored just an automatic response to every email. And this is a company insurance account

CEGA's second call went through a list of completely inappropriate questions for a one year old. Does he smoke, does he drink more than the recommended amount?

Completely inappropriate questions for a child. It actually seemed quite insensitive, the call handler admitted the questions were completely inappropriate before beginning and carrying on with the weirdest and most random questions about a baby.

Why not change the assessment for a child. It comes across as uncaring, insensitive and unprofessional.

Extremely vague about what travel expenses would be covered and generally not helpful at all.

[context of our calls and claim was a Health emergency in Spain with a 1 year old, A&E followed by two sets of surgery and a 12 night stay in hospital. Alternated days in hospital between my wife and I as there was only a chair in our son's hospital room to sleep in which was challenging. We had to pay upfront for accommodation to look after our daughter on alternating days.]

Thankfully all direct healthcare costs were covered by GHIC card through UK government as we were at a public hospital.

We had to cover accommodation costs ourselves upfront and we are still waiting for an acknowledgment of our claim 14 days after submitting it.

I had a serious car accident in Dijon, France on the 9th of July 2024.
As my car was written-off and was left with virtually nothing, I immediately contacted Admiral Travel Insurance in
order to inform them of the incident.
To cut a long story short, it turns out that Admiral uses CEGA for overseas problems and repatriation.
This company left me stranded for five days in a hotel with my two dogs, and I was on the verge of a nervous breakdown due to CEGA's lack of assistance and information regarding our return home.
(I even had to contact the British Consulate in Marseille for help.)
After my NINTH phone call to CEGA on the 12th, I decided to ask friends if they would be able to collect me from Calais. Eventually, a friend’s father agreed to help me out.
I then organised for a taxi to take us to Calais the following day. This cost me
€1350 at the time.
(Admiral have now reimbursed most of my monies paid out, although I am currently in the process of contacting the ombudsman for assistance with a
reimbursement that they are refusing to pay.)
Why on earth would Admiral use such an inefficient and unprofessional company?
Do they not read reviews in places such as Trust Pilot?

I currently have a claim with this company.
There customer service is none existence.
My case was opened on the 14th June & documents submitted 24th June.
To date I haven't received any confirmation from them. The only time they contact is when I've called or emailed.
I've lost count of the amount of emails
and phone calls I have made.

Barclays why do you use this company.

Frustrated

We had to engage with Cega following a cycling accident in France and subsequent spinal surgery in Switzerland.
Initial contact was reassuring, being told that everything would be handled for me. Frustration began to build as every time we called for an update on next steps regarding my hospital discharge, we were told that people working on my case were not available and would call back by the end of the day. Each time we had to chase for the call back as the promised contact was not forthcoming. We eventually had to book our own hotel after leaving the hospital, and after 2 days booked our own repatriation flights as Cega could not get us home in a timely manner.
Reading other feedback, I was extremely nervous that my claim would not be efficiently handled, but it was.
Not only was it settled, in full, within 15 working days, Cega were also very flexible, settling some elements of the claim which were at their discretion (mainly my partner’s full expenses once she had travelled out during my hospital stay). I have to say that we were very thorough with the evidence of expenditure which we provided, and if this is not supplied, it will always delay a claim.
If the telephone contact had been better during the early stages of my hospitalisation (when you really do need reassurance), this would have been a 4-5 star experience.

If I could give them a minus I would
Abhorrent company. Unprofessional Uncaring. So many case managers not knowing what each other are doing
Was so happy to get back to UK to get admiral to sort my insurance entitlement after my husband was taken ill abroad be aware that lots of companies use these as a third party help they are no help whatsoever more concerned with seeing what you were not entitled too

Appalling company. Unfortunately I used Chill insurance as a broker for the top cover level available.

Avoid like the plague, the company will leave young children stranded without help abroad. You may as well not have insurance being covered by them

Assuming this is the same CEGA which we contacted under our Admiral Insurance travel policy when we had to seek emergency medical treatment whilst holidaying in Bali.

Our claim was only for a doctor exam/ diagnosis ,chest x-rays & antibiotics etc etc in the middle of the night .

However dealing over the phone with Cega we were spoken to with great empathy & they dealt directly with the clinic whilst we were waiting with the bill being fully settled soon after we arrived home ,with only a refundable deposit required at the point of treatment .

In this instance we couldn't have asked for more .

I wish I had read the reviews before hand, 7 weeks and still nothing, 4 days spent in hospital double up in pain, after 7 weeks they have just asked when I booked the holiday, why that matters I don’t know.
It’s now 12 sept 2 weeks ago they said they would pay my claim within 5 days, still no payment.

DO NOT under any circumstances take out travel insurance with this scamming company.
A friend is on life support after suffering seizures due to a condition declared at time of cover before travelling.
Cega refuses to pay for an air ambulance to get her home to the UK for life threatening treatment.
Family & friends are still trying to raise £30,000.00 to get a private air ambulance with a doctor on board as she is in a critical condition.
Absolutely disgusting company. No help whatsoever, maybe for small claims you might be lucky to have assistance but when it runs into the thousands and is a matter of life or death they won't entertain you're claim. This company should be shut down IMMEDIATELY.

Absolutely abysmal.

The only reason I have given 1 star out of 5 is because the rating will not allow me to give 0

I have waited 1 day and 21 hours for response to a very important email regarding my husband being in ICU abroad for 9 days and cardiologist assistance needed . The insurers actually advised us to source his medication ourselves because it would be quicker than them doing it .

If I could give a lower rating for this company I would. Appalling communication. You do not get an allocated case handler, they say this is so they can assist you 24/7 but they don't. They also emailed me a change of hotel when my husband was in hospital. How am I meant to pack and move hotels for 2 people when my priority was being at my husband's bedside in ICU.

On going, stuck abroad, partner who's insurance it is has been in hospital a week tomorrow. 7 broken ribs, collapsed lung, pneumothorax.
3 days in state hospital where he was put on a drip and left. Finally moved to private hospital but only after cega said we had to sign a form saying we'd pay costs if insurance not approved. Private hospital done a scan and immediately drained the 600ml plus that had accumulated in his lung lining. They only confirmed yesterday that he was actually covered (after constantly asking for different things and signed forms every day). They said from Day 1 they would provide accommodation so I could stay near him. 7th night now and no reply to several emails, number I've been using previously is now saying number not recognised. Tried from partners phone, nothing. Tried a number I found online, hit option 2 and it just rings and rings.
They have a cheek to put the word assistance in their name.
Air ambulance call me to talk through what will happen and when (cyber attack making things difficult for London hospital to accept him atm), cega ring me 24 hrs later to inform me of what we already knew. It would seem its not just my emails they don't read.
Stressful enough with partner very ill and both being stuck abroad. I'm doing my best to support him but im shattered, skint and got no where to go and rest/sleep/shower. Using last of money to buy noodles and water , having spent my emergency funds on 4 days of hotels near each hospital.
A far cry from what we were told on the day this all started 7 days ago.

I bought holiday insurance through Cover For You, which was handled by CEGA Group and underwritten by AXA Insurance.

Unfortunately we had to cancel and amend our holiday in July 2023, due to the death of a close friend and work colleague.

I was originally told that the amendment was covered by the insurance and could go ahead and change with the travel company.
The travel company could not have been more helpful, and instructed us how to claim for the amended holiday.
This is when the trouble began.
I was told by CEGA that I was not covered.
Upon countless emails and calls, to which none were answered, I was eventually asked if my friend had actually passed away. Was I telling the truth? And even funnier, had I been on both holidays?
Months and months followed of getting nowhere with this company and I finally decided to contact the financial ombudsman.
They took over my case, and were also lied to at every point.
They were given numerous dates to settle the claim, of which the said they would, but nothing materialised.

Eventually the company realised that if they did not settle, court proceedings would have been started.

I was given a date that I would receive my payment, of course, which was not adhered to.
2 weeks later of constant contacting them, the money appeared in my bank account.
It was almost 1 year to the day since I had registered my claim.

I would advise anyone booking travel insurance to make sure that it is not in any way associated with CEGA Group.
They are rude, unhelpful, dishonest and have caused us a lot of unnecessary stress.
If I could have used no stars I absolutely would.
I really hope there comes a point when this company are no longer able to trade, as I would hate to think anyone else has to endure what we went through.

Ryanair has lost my suitcase and I have applied to my travel insurance to claim for my loss. From this company validation team, Connor Trussel called me for an interview and asked accusatory and challenging questions as if he were a police officer. After couple of days from this interview I have received an overbearing letter as if accusing me. They forget that they are communicating with customers and victim of airlines. Blaming people and being immoral does not mean doing your job well.

Along with many unfortunate people who have had a bad experience with CEGA we too had the misfortune to have dealings with them. They were acting as the agents for Aviva travel insurance. My wife had a fall in Tenerife and it was obvious she would have to attend the hospital. I spent half an hour on the phone to the Cega emergency line providing all our necessary details. At the hospital it was established my wife had broken ribs and a pneumothorax and needed to be admitted to ICU. Obviously the hospital needed confirmation that we had insurance cover before admission. It took Cega over 4 hours to confirm cover and then only after several phone calls and emails. As with other comments on this site,the communication with Cega was shocking. No reply to emails,no one taking responsibility. Total lack of care at at a time when you need them most. This is just a brief precis of our problems we encountered. It is quite obvious that these problems are not addressed by senior management at Cega and will continue to persist unless someone from MSM takes an interest and highlights their abysmal service

Insensitive, unprofessional, laid back attitude. Never shown any proactiveness. Choose someone else if you can