ottonova Avis 

Die Ottonova hat sich einen coolen Trick einfallen lassen. Im Rahmen meiner Zahnzusatzversicherung habe ich Rechnungen zur Erstattung eingereicht. Ich bekam die Antwort, dass man für die weitere Bearbeitung noch Dokumente und Informationen benötigt. Der link "Details ansehen" führt zu der Anmeldeseite, in die man unbekannte Zugangsdaten eingeben soll. Mein Mail-Adresse weiss ich ja noch, aber der button "Passwort vergessen" ist ohne Funktion. Meine telefonische Rückfrage zu diesem Problem führte lediglich zu dem sehr schlauen Hinweis, ich solle mich einloggen. Ottonova verlangt also Dokumente und indem die Info, welche Unterlagen einzureichen sind, so perfekt abgeschirmt wird, kann man natürlich nichts einreichen. Das ermöglicht der Versicherung sich aus der Leistungspflicht zu stehlen, oder aber mindestens eine Verzögerung zu erreichen.
Meine Empfehlung: Lieber Geld ins Sparschwein stecken, als es der Ottonova zu schenken.

Tolle Versicherung mit super schneller Rückersattung. Wenn man Informationen braucht bekommt man über die App immer sofort eine Antwort. Kann ich nur empfehlen.

Quick and accurate

They don't respond to request quickly. For an employer certificate, it took them weeks and still no response.

In addition, the invoices are not reimbursed for 2 months sometimes after the payment is due.

Since years they respond to the review with the same sentence: "This is not the level of service we aim to provide. We’re continuously reviewing and improving our internal processes to ensure faster response times and smoother reimbursements in the future" and no improvement seen for years. You can check my previous ratings.

I don't recommend

I am very unhappy with Ottonova. I have doctors invoices since October 2025, and I still haven’t received the reimbursement of my appointments and exams. The customer services team always reply to with the same type of msgs which is unacceptable.

Es war alles sehr einfach gestaltet und leicht verständlich. Das Einreichen von Formularen ist megaanwenderfreundlich über die APP zu machen.

Schnelles bearbeiten beim 1.x , einfaches handling

Update (Dec 22, 2025):

Today, Ottonova finally issued a "Korrekturabrechnung" (correction settlement). They admitted to an "oversight" (Versehen) and apologized for the ridiculous error of rejecting my infection treatment as "surgery".

However, I have decided to maintain this 1-star rating for now. While they finally corrected the mistake, the mental energy and time I have been forced to waste over a simple medical bill for the past 5 weeks are immeasurable. It is completely exhausting for a student to have to go through this much stress and fight this hard just to get what is rightfully theirs.

They have now approved my claims for both the eye infection and a separate finger injury, and the funds are supposedly on their way to my bank account (ending in 9351). Until the money is actually in my account and I see a genuine effort from the company to show they truly value their customers—rather than just fixing a mistake because they were pressured—this review stays as it is.

The following is the original review content:

I am writing this to express my deep frustration with Ottonova’s claims department. I have been waiting over 5 weeks for a simple reimbursement, only to receive a completely incorrect rejection.

My claim was for an acute medical condition. However, in the settlement, Ottonova rejected it by claiming it was "laser eye surgery". It seems the auditor just saw the clinic's name and made a false assumption without reading the actual diagnosis.

Ottonova has violated the statutory processing deadline under § 14 VVG and is currently ignoring my appeals to fix this obvious error. I pay a high premium (~140€/month) but am being ghosted when their team makes a mistake.

Bisher gefällt mir alles gut . Bin

Anliegen wird zügig bearbeitet
Auch der Kundenservice hat mir bei einem Problem sofort helfen können. Ich bin sehr zufrieden mit der Dienstleistung und würde ottonova weiterempfehlen

Die Krankenversicherung ‚ottonova‘. Ist völlig unkompliziert. Schwierige Fragen, die sich einem als Patient stellen, werden unmittelbar vom Conicerge beantwortet und ist wirklich belastbar.

I’ve been paying over €600 a month for Ottonova, and I’m honestly shocked at how poor the service has been. A simple €300 claim for a skin doctor appointment and a prescription has now been stuck in “processing” for over 2.5 months. Every time I follow up, I get the same copy-paste reply that “the claim needs more time.”

For an insurance that markets itself as modern and premium, the reality is the opposite:

Unreasonable delays for a basic €300 reimbursement

No transparency about what’s causing the holdup

Unprofessional and unresponsive customer service

No reimbursement for even the simplest medical visit

Paying €600+ per month for this level of service is unacceptable. I genuinely would not recommend Ottonova to anyone. If this is how long they take for a small claim, I can’t imagine what happens with anything serious.

Just to make your life easier, and put things in perspective. I have uploaded documents for a refund on 7th Oct, 23 Oct, and 28 Oct, and today is 6th of December, no updates, no response on refund. When I ask Ottonova for help they say it will take time, how much time, who knows? Imagine you are a student in Germany, and then you stuck with Ottonova. It’s unimaginable :(

Unendlich lange Bearbeitungszeiten, ich würde nicht wieder eine Versicherung hier abschließen und prüfe einen Wechsel. Selbst Standard Rechnungen werden nach Monaten nicht gezahlt, über den Chat erhält man als Antwort, dass es momentan ein hohes Arbeitsaufkommen gäbe und man an einer Lösung arbeite. Das geht nun seit 3 Jahren so (?). Meine Beiträge zahle ich natürlich vertragsgemäß pünktlich aber die Leistung bleibt aus…

The easiest Health insurance I experienced in Germany.

Rechnung eingereicht 2 Tage später bezahlt.

Es wird unendlich lange geprüft, solange, bis endlich etwas gefunden wird, was eine Zahlung ausschliesst.

Ich kann die Versicherung nicht empfehlen.

They would try everything to not pay you back or pay any work for your teeth. I send an invoice for diagnostic testing for 350€ and they claimed that i had a malicious plan of doing this directly after i started my insurance with them and started asking me to get 3 years of dental records.

I had an insurance before them and i cancelled it right before i joined them so nothing was actually planned! I started having pain and went to a doctor and they did all the tests!
the other insurance was honestly much better, I regret switching to this insurance!

I will highly advise you to not take this insurance. go find some other ones that are cheaper and cover more benefits

Also support is not friendly at all

They responded quickly, and I got my money back quickly. :)

Schnelle erledigung