CEGA Group Avis 

I recently supported my sister and brother in law after a complex ski accident. CEGA were the company dealing with their claim. CEGA’s poor planning, lack of communication incurred more costs to me in a supportive role and were a hugely frustrating company to deal with at a very worrying time. In my opinion their lack of professionalism, inconsistency and inability to assess, plan and communicate in a meaningful way made a complex situation far more challenging than it needed to be. I certainly hope my relatives will not have a stressful time making their claim, and will certainly check that this is a company not used by my own insurance company. I Definitely wouldn’t feel safe in their hands. They urgently need to improve their case management skills, communication, planning and team working. Currently I rate them not fit for purpose and insurance companies should take note the majority of reviewers experiences are bad.

Terrible service, incompetent people prommissing to call you back and never doing so, it took them 9hours to contact me while waiting in the emergency for approval of treatments, we ended up paying for it ourselves. NEVER AGAIN!

Avoid - they make it extremely difficult to make a claim

Declined to pay claim after investigation. Took them one and a half months after chasing them. Will never recommend them to anyone.

Refused to pay out on a legitimate claim, despite being provided with numerous pieces of evidence.

Do not under any circumstances book holiday insurance with this company.

We cannot get a response, despite repeated calls and submission of all the necessary information. Ombudsman next I regret. Month and month of delays at their end.

AVOID THIS COMPANY

Worse insurance company I have ever used.

Nobody care and despite the numer of calls made spending a fortune, all information requested sent, still no update from them. Always is an excuse to delay the process.

Enough stress is being in a hospital in a different country during holidays to have more stress dealing with incompetent insurance companies that don't provide any update.

AVOID THE STRESS USING THIS INSURANCE PROVIDER.

I have to say that Cega were absolutely excellent when I had my recent accident abroad. They ensured that we could get home with the upgraded seat needed to accommodate my injury, arranged transport from the airport home etc. Even the taxi driver who came to collect us was patient and considerate. The claim was settled promptly and with the minimum of fuss. Thank you Cega, you made a very difficult situation as manageable as possible.

Excellent experience dedicated case manager ongoing dialogue whilst dealing with medical emergency abroad. Assistance & full information received. Claim settled swiftly.

CEGA Group are absolutely terrible. I was due a refund from a company that ceased trading and was completely covered by ATOL, yet they took a very long time responding to me and dealing with it. After taking a lot of valuable time to send documents to them, they got back to me to say they couldn't refund the amount, for a reason that wasn't even valid! And inserted a clause that made no sense in relation to the case. I responded and asked to be called and funnily enough, they then decided to take it further but the documents they then required I had to somehow find a solicitor to sign, which is practically impossible as we are in national lockdown!? Overall, I'm really not happy with their service and just found them to be useless.

Pretty disappointing services. They don't cover schedule changes which you can't make so watch out for that.

THIS COMPANY IS A DISGRACE !!!
Why doesn't CAA use another company ???
The lack of response or service from CEGA Is appalling
When Fleetway travel collapsed the CAA told me they had passed my case to CEGA to arrange a refund .
That was in July .
I paid for the trip in October 2019 , 1 year ago ,yet still waiting for a refund
ALL I receive from CEGA is an automated response. despite 7 email requests .
Having read the dreadful reviews about CEGA on Trustpilot , I realised I was not alone .
Why does the CAA deal with this company ,when they are clearly incapable of dealing with claims ??
i am currently gathering information from many of the disgruntled clients, like me, who are fed up with the way they are being treated by CEGA

This is the worst company I have ever worked for. I was a claims handler in chichester in 2019. They are bullies and have no empathy for mental health issues. The HR team head is incompetent and an utter bully with no idea how to prepare for meetings. The claims team leader I had was a joke in how he ever got the job. With a terrible personal manner and envious of any good customer feedback. The company simply had no idea how to treat people - The personal feedback and monitoring process was aggressive and heavy handed, the training was inadequate for we had to do and the company clearly did not know how to deal with GDPR regulations. I was punished for having mental health breakdowns on two occasions and am still suffering anxiety from this appalling place now. And looking into legal advice......AVOID

NB the best thing about it was the customers!!!!

Very poor support during covid. No help or support given

Complaints are not being addressed or responded to and lack of interest for customers during difficult times

Avoid at all costs

Fab service - apprehensive after reading Trustpilot reviews when ATOL sub -contracted claim following collapse of Fleetway Travel. Four weeks later, monies paid into account. Wish all our travel claims were dealt with so quickly and with minimum queries and fuss. Genuinely impressed, from ATOL giving details of how to claim and speed of processing payment into account. Thank you.

I just want to say I thought the service I received from CEGA was great. As with so many, the pandemic totally affected my travel. Once I got together all the documentation they asked for, CEGA were very prompt in processing my claim. There were no issues or going backwards and forwards with e-mails. Of course it's my opinion but what great customer service. Based on my experience I would definitely use them again.

Took out a holiday insurance policy and they refused to pay out, stating that because I was offered half of my cancelled flight costs they did not need to cover the losses under the policy. This contradicted the actual policy and what I was advised during my initial phone call. I’m now £1300 out of pocket and the ladies response on the phone was ‘dont shoot the messenger’, unable and unwilling to reconsider the facts of the matter.

The policy covered a lot of scenarios and costs but they are refusing to honour it.

I appealed over 6 weeks ago and they are not responding.

Giving one star to this so called insurance claim company is more than considerate. I hold travel insurance through Outbacker/AXA who outsource their claims via CEGA... believe me if I knew this I would have got my insurance through a different company.

I have a claim thats been ongoing since March 2020 that they keep delaying and delaying and delaying, taking over 30 days to reply with stupid things like 'we could not open your attachment' yes, apparently that took them 30 days to realise.... constant excuses for not paying out, but nothing actually legal or correct in their information or explanations.

Everything they have asked from me has been sent, I have quoted back to them my entire 54 page insurance policy clearly stating my rights, they couldn't even decide what section of my policy my claim was under for the first month when I asked them to confirm... and I have had to quote word for word what I am entitled to claim from my insurance policy wording, still surprise surprise they delay and send me around and around in circles.

Completely fed up with them and have resulted in complaint to the small courts and UK Financial Ombudsman. I would advise everyone else on here to do the same, UK Financial Ombudsman will locate you to ONE specific case dealer unlike CEGA who respond to your emails with someone different every single time just to add to the confusion and messing around of your claim.

Hope everybody gets what they are due from their claims once and for all.

CEGA started out seeming like they might be ok. First few contacts were pleasant as they "gathered their information" and the customer service was ok. It turns out that might have just been one person, who I never heard from again (she probably got fired for being nice).

The whole thing dissolved into a joke after that (which would have been funnier if it hadn't cost me close to £2k). They started asking me to jump through strange hoops and before they'd even explored all the information rejected my claim for a reason that was demonstrably untrue. Like, obviously, proven to not be true. When they are just barefaced lying to you, you run out of options quite quickly. But it gets worse.

After loads more pestering by me over several weeks, they decide that my policy should never have been accepted (again for nonsense reasons) and write to me telling me I'll get a full refund on my policy (so they know they're in the wrong, but still refuse to pay the costs they owe me). But do they actually process that refund? Of course not. They never sent me a penny, and since then have stoically ignored every attempt to communicate with them. This company isn't just bad, it's criminal.

the worst insurance I have made in my life.
I sent them all the documents that they need, Doctor's report and everything. they don't get back to me. Fist of all. they can't approve any claim or any refund till you send them evidence that you are sick. and after that they could decide.. they blocked my phone number. I called them from my profesional number then it's work. besides I'm living in Ireland for 2 years, My GP is in Ireland, I have got them my report form my GP here. but they said that we need a Moroccan Doctor report(btw will be written in arabic). anyway they just try to find a way to avoid refund you.