Chill Insurance Ltd Avis 

I'd give Chill a ZEO if it was possible.

I purchased a family Annual Travel Insurance policy for Europe and travelled in Jun to Spain. I unfortunately had an accident and broke my foot, but these things happen, and as I was insured, I expected to be looked after by Chill. I was not looked after!

I called Chill from Spain who passed me to a third Party CEGA, who couldn't find any policy, despite it being booked weeks earlier.

I only wanted to go to a medical center 5 minutes from my Villa, but I had to spend 45 minutes on the call whilst I was repeatedly told to go to a free service using an EU Card that I don't have and don't want. I had paid for insurance to cover these issues and wanted to be seen close to my villa.

Eventually she told me to go to another center, miles away, with the same Group name as the one beside me, I had to continuously argue for the one beside me.

Finally she agreed I could be seen at the local clinic, only for me to go to the Clinic and them to tell me that I had to pay myself in Full, because they don't deal with CEGA anymore. This is because CEGA has outstanding invoices from a few months ago that remain unpaid, despite the clinic making several requests for payment.

So I had to pay myself and told CEGA and Chill that I was seriously dissatisfied and would deal with it when I arrived home.

I then received an avalanche of emails and phone calls and again I told them to stop bothering me until I got home. The emails and calls kept coming for another few days, which I ignored.

I finally got home and then got a new email from a THIRD Company Mawdy, who sent me a huge form to complete. I never heard of them, so I refused.

I sent a mail to all 3 companies with the Medical results, the invoices and the follow up consult with an X-Ray that I had after I returned home.

Chill responded by telling me that I sent it to the wrong email address, even though it was addressed Complaints, and told me that they'll forward it to the correct department who will contact me. That was 2 weeks ago and I've heard NOTHING from Chill.

Mawdy are apparently some parent company to CEGA have started a complaint process but I've heard nothing back from them either.

CEGA have gone silent.

I am still out of pocket for nearly 300 Euros.

If I'd have known that I would have to deal with 3 Companies to try to resolve a small invoice, then I would never have booked with them.

I can only imagine the Drama dealing with these 3 organisations if it was a real crisis.

Do yourselves a favour and avoid this company, who just seek to provide enough obstacles for the claimant to become so frustrated, that they stop chasing.

Even though I have a policy with Chill for a year, I'll be buying another one, as I have no confidence whatsoever in them.

I just took out motor insurance with Chill today. I needed to make a small change to the policy so I phoned their customer service. It took 48 mins to get to speak to a customer service agent. When I did get through the lady was very helpful and apologised for the wait. Had I known this was how they do business I wouldn't have used them.

dreadful scam artists , pumped the premium day after signing and then charged me for the refund

I've been buying car insurance from Chill for years. Easy to deal with. Renewals quotes always better than the quotes I get from elsewhere (insurer's direct websites etc.) Renewed my insurance with them again today. Customer service on phone has always been friendly and efficient (for me!).

Absolute scam company.
They have hidden charges they do not tell you about anywhere and will not refund even within 14 days period.

Just use their website if you have to then go to the insurer directly, you will save money and cost these clowns some.

I took out 2 car insurance policies on 09/04/2024. At first I thought the guy Matty was'nt listening to me, then when I said I'd take it out, he perked up. I thought I was getting a great deal and went over all the details: re breakdown cover, home start, excess etc, only to find when I paid and got one lot of documents, that this was not included at all and excess was 500, not agreed 300. I never got my documents, guy said they had wrong email, yet the second lot came through and it was same email !!. I rang four times on 12/04/2024 and got the runaround, transfered and put on hold. Told I had to talk to Customer Service, yet there is no option to choose Customer Service, on any menu. A guy in sales said he would get Matty who set up the policy to ring me. He did'nt.
I emailed them, to cancel both policies immediately and also wrote to them. I also informed my bank and they said they would refund my money and they would chase them up, if i got no joy.
Disgusting behaviour from CHILL and total deceit. It seems like comission & money is more important Customer Service, these days !.
Not a Happy Customer.
Update 16/04/24, I received a call from Paul, he apoligised as to what I experienced and then grovelled for 15 mins to try and get me to stay and even offered me a discount of €36. I said no, that first impressions count and how could I possibly trust them, after what happened. He tried to say, and this is unbelievable...... what was on my documentation did'nt really matter as AIG who the insurance would be with, had the real details!! So if I made a claim they would say, it says in black and white on your documentation..... come on, do you think I'm that stupid !
So if you use these people, make a note of time and call and who you speak too, as all calls are recorded. That way you can ask them to listen to the call and verify what was said. I'll never approach them again.

Terrible company, liars, con artists and downright disgusting customer service
Keep you on hold for excessive times, not responding to queries and blame 3rd parties for their decisions

I just decided to take a look at reviews thinking I would be the only one who got cheated out of my money. I am reading so many reviews the same as mine. I got insurance Chill back in January. Shortly after I received a mail asking for documentation. I sent on all documentation and on 11/03/24 I receive a letter stating all documentation received and everything is fine. Then on the 3/04/24 I received a mail saying that I had not sent in documents and my insurance had been cancelled since 1/3/24. I tried telling Nadine in customer service this, but although she had all other paperwork but she had not the letter stating that all my paperwork was ok and I was insured. This letter is two weeks after the date that Nadine told me my insurance was cancelled. I sent her on the document and later that day I received a mail from her saying that she has now found I’m still insured but that she was now cancelling it. I needed to use my car so I hade to pay an extra €190 to them. Never deal with this company.

Appalling customer service I had paid for reneewng my car insurance checked with a member of chill staff by phone that all was in order and then two weeks after renewing received messages threatening to cancel my policy if I didn't send in a signed proposal when I checked online it says that their are no outstanding documents for the policy I tried for hours to get through to somebody and was sent from department to department really stressful avoid this company at all costs!

Talked with Daniel online who was a great help and guided me through the process, Thanks Daniel for been so patient.

Dreadful company, purchased insurance for my sons car, paid over 1200e upfront. The online process was smooth, we gave them all the correct information etc. Chill informed me 10 days later the insurance was invalid and they cancelled policy. They deducted 330e for admin, deposit etc and only refunded me 880e.. get your quote from chill but don’t insure with them, go directly to insurance company. I have learned a very expensive lesson.

Really really Poor Service - Never able to contact anyone.

An honest mistake when setting up my policy meant that I selected the wrong amount of years for no claims discount. This affected the price by a small amount, not a problem.

I was informed this by someone who called me at that point and not a problem, I think it was about €20 extra.

I didn't have my card details at the time so asked if I could call back, they said no problem.

At this point, I find it literally impossible to contact them either by phone or email. Nobody ever replies to email and when phoning you are kept on hold for literal hours. Obviously, nobody has the time for this.

I was told that my policy wasn't valid, again fair enough, but after countless times of me reaching out and not being able to contact someone, I then get an email saying I will get a refund of only half the amount initially paid.

I am sorry but after the hours I have spent reaching out to this company, and if the policy hasn't been valid since the start, then surely a full refund is due.

After a difficult call with chill last week that was not followed up with a call at an agreed time and no call from a team leader as promised I decided to try the chat option. I was lucky enough after such a negative experience to chat to Daniel who was more than helpful and went above and beyond to help us. Thank you Daniel.

Just got off the phone with someone named Anthony on the renewal team. They were exceptional in helping me sort my car insurance. Really happy with the service provided! This person deserves a bonus!!!

Can't get any satisfaction from this company with regard to trying to contact them with something as simple as requesting policy documents via the post. They leave you hanging on forever and their chat box refuses to work. Never again will I use this company.

It has been the worst experience i have ever had with any company
I will try and look for an alternative and try not and use your company again after three years dealing with you issue started when i wanted to add on to my Policy .
My first call were in October , call after call promises of call backs that did not happen, my home and contents insurance were up in Feb and as a result of you not being able to sort out the premium with the underwriter you allowed my policy to lapse in Feb , this was 5 months since October with no call back .
I have spent 10 hours on the phone with you , promise after promise , my card taken to renew then days later e mails saying need more paperwork etc etc , The situation is very very bad , I Think i am insured now they say i am but i may get another e mail saying no its not gone through
worst experience ever .

Very disappointed in this company. I've used it for travel insurance on numerous occasions but when I actually had to claim because I severely damaged ankle that prevented me from flying. They literally ignored my emails. Refused to answer questions when I appealled the decision. They looked for a computerised report from the hospital even though I stated I went to a doctor first. They then proceeded to lose the doctors report. It was just a poor poor excuse for customer service. It was any reason not to pay out the claim. Which was very minimal by the way because I went to the effort of rescheduling my flights for a later date except the accommodation was not available. So it was less than €500 claim. I had months worth of emails where different customer service agents started to help me then IGNORED ME. I was polite in my responses but to no avail.
I will never buy insurance with them again, it is any excuse not to pay out, customer service is shocking, like really bad. And I think they white-collar gangsters.
I will tell everyone that will listen to avoid this company like the plague.
I have every email saved so I can back up every single claim I've made here.

I spoke with Chelsea today and she gave me a good quote. Very helpful and quick. Thanks.

I spoke with Daniel today on Chill Insurance Chat facility to review an online quote and took out my car insurance. He was extremely helpful and patient. Thanks Daniel.

Today I was looking to renew my car insurance and I dealt with a lovely girl called Chelsea, who got me a good quote and was very helpful. Quote was sorted in a very short time.