CEGA Group Avis 

Truly first class and hugely reassuring service provided during a challenging, stressful and anxious episode - thank you

They were not supportive at all when my wife broke her leg, all they wanted to do was fly her home with the broken leg. we looked into the risks & decided we would be safer having it plated in Corfu but they disinsured us beyond the date we would have been back in the UK had we taken the "offer" of a flight home. They have no consideration for the safety of the customer & only care about making it cheap, suggesting that we could use a taxi to get between the hospital & the hotel until we got our flight. awfull company when we thought we were covered with Liverpool Victoria

I recently had an unfortunate experience with Cega Group that left me feeling frustrated and disappointed. After reaching out to them and spending a considerable amount of time providing all the necessary information for the claim, I was assured that they would get back to me after speaking with all the relevant third parties. However, to my dismay, they never followed through on their promise.

When I took the initiative to call them to inquire about the status of my claim, I was met with even more frustration. They refused to speak to me and insisted on only communicating with the claimant. This presented a significant challenge for me as the claimant couldnt talk due to an accident.

Adding to my frustration was the unhelpful attitude of the lady I spoke to. She seemed robotic and was unable to provide any assistance, repeatedly stating that she couldn't discuss anything with me, despite the fact that I had initially made the claim. This lack of empathy and engagement only further aggravated my dissatisfaction with Cega Group.

Their failure to follow up on their assurances, refusal to communicate with me directly, and the unhelpful attitude I encountered have left a lasting negative impression. I hope that Cega Group takes this feedback seriously and implements the necessary improvements to prevent other customers from enduring a similar experience.

Shame on you, Cega Group.

Rubbish service long on promise short on delivery

Sophie (Senior Claims Advisor at CEGA) went above and beyond in sorting out my travel insurance claim (in the context of trying personal circumstances on my part) with great consideration and professionalism and with prompt payment once the claim was approved.

After filing the claim, got an email to provide details, replied to it and got the following reply:

The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

Tried to call and waited an hour and no answer, feels like a scam! Just shocking!

Answering emails and calls would be a good start to better themselves. My case was lost, turned up 5 days later with items stolen... Tried to contact and get no reply. I'm in the process of now seeking legal assistance. God forbid we injure ourselves using this insurance as they probably would not reply to any requests

charlestaylor are very bad company
They company has been taking money from me for 4 years now and when problems begin, they find various illegal reasons not to cover my insurance policy, it's hard to get £200 or £300 from them, but if the amount of insurance exceeds £1000 they definitely won't pay. they promise to do everything. unfortunately they don't. I want to prove to you that they are really fraudster, deceivers, they don't keep their words, they deceive you, please be careful.
I purchased a policy on 03/13/2020.Please read their letters. Their promises.
16 Mar 2020, 17:55
Dear Mirwaes,
The unprecedented disruption that Coronavirus is causing across the travel industry has caused us to make some very difficult decisions.On the 11th March 2020, the World Health Organisation upgraded the Coronavirus (COVID-19) outbreak to a worldwide Pandemic.
Based on this, as of the 13th March 2020, we have classed Coronavirus disease (COVID-19) as a “Known Event” in line with the policy terms conditions.If you purchased your policy before the 13th March 2020:For any element of your trip booked before the 13th March 2020, any subsequent claim will be considered in line with the terms and conditions.For any element of your trip booked after the 13th March 2020: We will not cover any claims caused by or relating to Coronavirus disease (COVID-19). Nor will we cover any claims relating to any fear or threat concerning this virus.

My wife had a serious accident while we were on holiday in Turkey on October 22. She had to be rushed to hospital with 6 broken ribs, a collapsed lung and a blead on the brain. I contacted the insurance company straight away and although it seems like they are being difficult there was lots of questions, and things were frustrating at times, they came good when all the information they required was received. They was in continued contact and arranged door to door transportation for us to come home, they even sent a UK Doctor to travel with us. All my expenses were paid and they settled payment with the hospital direct. My wife was in hospital for nearly 3 weeks, 12 days of that in the ICU, she also had an operation out there. One piece of advice is to make sure that you include all medical conditions on the insurance quote including pre-existing conditions as this helps. My experience of CEGA is one that shows a very professional company that is caring and helpful. On a final point the medical treatment my wife received in Turkey was second to none, they saved her life.

Had an accident in Spain that required hospital care and CEGA were the emergency contact through my main insurer. They were very helpful and dealt with the hospital on my behalf. The claims managers i spoke to were supportive and did everything expected of them

A terrible company who will make a stressful situation worse and will not pay out when they should. You don’t realise you have to deal with them until your high rating choice of insurance tells you CEGA deal with all their claims and you are forced to deal with a company everyone here would score ZERO if they could.

They keep sending registration forms I can't open on my phone. One way to avoid paying out I guess. Look at their ratings and just hope you are insured with someone else.

Sadly I have to give 1 star.
I recently tried to claim for lost items while on holiday, I even got a police report. Sadly the police report did not list all the items lost so CEGA would not pay out. Originally they said they would and then back tracked. Do not buy insurance from them, they will try everything to stop from paying out.

Not even deserve one star.
They take ages to reply to emails and when they do is asking you to answer the same questions always. and then ask you to wait 60 working days to hear back about your case. So its been a year now that I am trying to sort my claim with no success and full of frustration. One of the emails I wrote to them saying how frustrate and upset I was, they wrote me back to apologize and offered me £100 compensation for the delay but I actually never received it. This insurance company is a night mare, a money maker.

Made claim on 6 December. After 9 weeks they email asking for info that we already provided. Clearly a delaying tactic so it doesn’t look like they ignored the case. Heard nothing else at nearly 13 weeks. I want to complain to the Financial Ombudsman but I need to complain to them first. So convenient that they don’t have a contact email address on their website, only a form, so I don’t have any proof that I emailed them a complaint. They know what they’re doing.

The only advice I can give you all is make a complaint to CEGA. They have 8 weeks to respond, if they say the complaint is not upheld then you can take your complaint to the Insurance Ombudsman.

Mines a relatively small claim, nevertheless I've now been waiting 14 months for reimbursement. (Granted I have been a little slow on responding to some emails) however, I have given them copies of everything they need months and months and months ago and still nothing. It feels like they follow up with an email asking for things just to delay even further. I've given up hope of receiving anything. Looking at the reviews I'm just pleased mine is not a huge amount of out of pocket expenses like some people.

Criminals operating under protection from the whole murky world of insurance. That's my personal view of this company.
If only i had known this was the insurance company not Admiral who i thought i was dealing with.

I thought my wife was going to die on our honeymoon the doctors ambulances the hotel staff were amazing in mexico. This insurance company however decided to make our life a living hell and still a year later continue to do so.

The failings,apologies and incompetence i could write about all day. CEGA ruin lives through there failings and mess with peoples lives. if only i could turn back time i would never have called them. (80 phones calls later i still can't believe the mess they have created)

I would give 0 stars if I could
Had to claim as our apartment was broken into and cash, jewellery and other items were stolen. I have submitted all the documents - police report, recipes, flight details, proof of how I funded the remainder of my holiday and more. It is now February (6 months on) and only a couple of emails asking for more information

Claimed on holiday insurance as France decided to not allow entry to their WI islands from UK (insurance policy was pre Covid). Claim denied because FCO didn’t put St Barths on restricted list - but I still couldn’t travel due to govt intervention, just French not UK. 15+ emails and calls from me, three lacklustre responses culminating (9 months later) with the refusal to honour claim. I requested copy of policy docs 7 times, they ignored me every time. Complete gangsters