CEGA Group Avis 

Absolute nightmare and pretty sure this is a scam.

Three months and not a single response from anyone despite several chasers. Ended up with them through coverforyou. NEVER AGAIN.

Appalling. Instead of 10 days they were looking at my claims for 3 months and no results still.. They don't call at the time the say they will.. The miss documents.. Asking for the same thing many time.. Total mess.

It has been exactly 3 months now since I submitted my travel insurance claim.
They keep on asking for 'one more document' before they can process my claim, but it seems like this is just a cheap tactic to avoid paying altogether. This company is basically a scam.
I had to call them several times to find this out, and I have been presently on hold for 1 hour and 12 minutes as I type.
I am considering filing a formal complaint to the financial-ombudsman.org.uk

As well as with HSBC, who uses them for their branded travel insurance.

21 days and counting.

Small claim for hospital treatment in Portugal, only £250. Made the claim on the 9th August, rang today for an update, was told it was just how busy they were, then when I mentioned the trust pilot rating the operator hung up on me. I don't think these calls are being taken by people inside the UK...

They used any excuse to not pay out and even though I have emailed them the required doctors letters they take forever to respond. I had to pay the bill personally as they refused to cover at the time as they needed more information from my own doctor. what ever you do do not use this company for travel insurance,

I believe this is a scam. Excellent service provided when you need a quote and great at taking your money but that's where the service ends. Don't give your money to them.

Can you give no stars? I had a far larger claim against Easyjet and full marks to them, they may have cancelled the flight but they settled up costs and compensation within 2 weeks. Not so CEGA, for a far smaller amount that cannot be disputed.

This company will loose LV my next renewal.
(Now resolved by the timely intervention of LV).

Shame I had to leave at least one star. I fell ill with C-19 in Dubai and was told that i needed to self isolate for a period of 10 days according to local guidelines. Apparently, you only get £1000. Whilst ill, I emailed them 6 times for assistance and never got a reply. They just don't care about you. Can you imagine trying to live in Dubai with accommodation for 10 days with £1000 ? It is just not fit for purpose. This was followed by a complaint by myself. Initially the complaint was lost and then took 3 months to conclude. Honestly, the company is a shower - do not trust because you only find out how good your cover is when you need it the most. Avoid

My elderly mother broke her ankle whilst on holiday. CEGA provided no support at all and if anything hindered her repatriation. We were advised by doctors that she needed to return to the UK for an immediate operation. I consistently called CEGA for advice on repatriating her and approval of costs, each time I was told that they would call me back once decisions have been made. I stressed that action would need to be taken within hours. This was six days ago and as yet no one has called me or provided any assistance. We of course arranged the repatriation on our own later that day. However I feel firstly that I have been cheated, as the insurance was something we paid for and we received no assistance, advice or approvals. Secondly in the hours we waited for a response, she could have been on an earlier flight back. Had we not realised later that day how useless a company they are, then she could have still be waiting abroad for them to take action. They should be ashamed of their actions.

CEGA GROUP provides terrible insurance services. AVOID at all costs!
It has been 6 months since I got an emergency surgery during my holidays, which I paid in cash at the clinic after the CEGA approval. I sent all the documents they requested, and I filled out all the forms to make the claim. When I write to them to ask how is my claim process, they always reply by asking for the same documents again. Dealing with them has been an extremely tiring process. Please, avoid.

Non existent customer service. Once when the claim is submitted endless automatically send email to inform you that due to the high volume of claims and shortage of staff the processing time is 30 working days, and after 30 days another email increasing processing time to 50 and the 60 days. Nobody to answer telephone call. Currently waiting for the claim for an emergency dental intervention performed in Qatar in February to be paid. Avoid if you want to have a travel insurance and find a proper company.

No clinical support at all.
I am on day five in hospital in Greece following a road smash.
Their clinical team is incompetent uncommunicative do not communicate with the hospital. No one ever calls me.

Since posting this I have after much chasing been given information. Their front desk team made all the effort. But the clinical team is entirely invisible to me and as it seems to the CEGA team back in the uk. Big shout out to Tony who at 0500 fixed this.

Like many before me , exasperated at no service and inability to contact.
The 0800 number they provide always says no one there to answer try later and cuts you off. Alternate number online puts you in a queue that no one answers. I have tried 3 times and give up at 45 minutes.
Avoid like the plague. Truly the worst company I have ever tried to deal with.

as others have stated, shambolic, one of the companies who seem to like boasting ""We are currently experiencing high volumes of claims which is leading to much longer response times than normal.""
avoid at all costs, simple minor claim...

Claim made 3 months ago, they never replied. Rang the claims team on 3 occasions, each time waiting for at least half an hour. Claim eventually accepted 3 months later after persistent ringing. The claims team said they would pay the amount within a few days but 7 days later still nothing. Cannot recommend.

Took a travel insurance with them and started the claims process on the 16th October 2021. Almost 7 months later, no output for the claim. I was asked for documents that I had already provided or which were newly required... 202 calendar days later and 139 working days later and absolutely nothing. On the 17th Feb I provided them all the "extra" documents and asked them to confirm they have everything they need to process the claim - zero communication for almost 3 months since then; they now advise that the waiting time is 40 working days to respond to an email, well it's been 54 working days! When that email is responded to, something else is asked of you and the clock start ticking again, 40 more working days to get a response (if you're lucky)!

If you don't want to go through the stress, drama and frustration avoid at all costs. An insurance company that cannot manage insurance claims (their core business) shouldn't be in this business at all.

CEGA now handle Virgin Money claims and as such Virgin must be trying their best to ditch reaming customers (they are not taking on new business). They are part of the Charles Taylor Group, apparently a 'leading professional services company'...

CEGA took over 3 months to settle a relatively modest claim. The service was shambolic. Erratic communication and multiple requests of information already supplied could easily have been interpreted as a case of kicking it into the long grass. Even the claim handler's email signature listed the wrong contact phone number - no matter really as it was near impossible to make human contact.

Only a raised complaint and the threat of the Financial Ombudsman proved decisive; Apologies and a promise of settlement followed, the pay-out being further delayed due to a 'technical error'.

Virgin Money have got a result - I will not be renewing my policy with them.

Appalling. Six weeks now since I provided all the info requested and still no substantive response from CEGA. I initiated my claim late Dec 2021.

No one person seems to take responsibility for my claim. It's a different person responding each time. Further, I'm fobbed-off continually by an automated response stating they're currently experiencing high volumes of claims and will look to contact me within a set period; currently 15 working days.

If I could give zero star I would. Have not heard back regarding my claim!! It’s been 2 months! Useless sevice!

Appalling customer service. The said that they would contact the hospital and pay them directly. They didn't so I had to pay myself. I submitted all the documentation a month ago and have had one e-mail promising a response within 20 days. They have not responded so I have just spent 1 hour on hold to be told that they were not sure when they would get round to assessing my claim. Totally unprofessional organisation.