CEGA Group Reviews 

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

DO NOT PURCHASE INSURANCE FROM THESE!

Absolutely scandalous company that will miss-sell you insurance and not pay out when faced with life threatening travel situations!

I was warned I had a 24 hour period for vital support needed and I was contacted way out of the time frame. Complete failure of service.

Paid out on my partners claim on the same insurance then refused to pay out for myself after being faced with potential death facing consequences and left to worry with the risks situated with it.

You have been warned avoid these criminals!

Waited 4 months for a reply and they are now making it extremely difficult to have a successful claim.

Its bad enough that one has to go through medical emergencies which is traumatic enough but then having to chase the insurance company for reimbursement whilst following the procedure to the T is just shameful. Shame on you CEGA and shame on you HSBC Premier for subcontracting Travel insurance for your Premier customers to such an unreliable insurance company.
3 weeks after submitting my claim and many phone calls to chase a simple medical claim and there is no response from CEGA.

Promised 11 then 12 weeks to respond to my claim. I duly waited but now it has been 16 weeks and I am still getting no response. At a time when people cannot afford to be out of pocket for unexpected expenses for more than one week even, this is a bad choice of travel insurance. I will just resolve to never use them again and advise you not to buy any of their products.

Painfully slow.

Had to cancel a family holiday last minute due to my son getting Chicken Pox and it's been 20 weeks since my initial claim was submitted but they're still trying to drag it out. Suggesting that we took the policy out after he'd gotten Chicken Pox and that we didn't seek medical advise from our GP. Fortunately we have clear evidence to prove this was not the case but I'm sure they'll try and come up with something else.

We're lucky enough to not desperately need the money right now (or in the past 20 weeks) but I can imagine a lot of people could be put into a very tough situation if this happened to them so I would recommend to avoid.

The only positive thing I could say is the people I've spoken to on the phone when I've called them have been very pleasant.

I will update this review if I ever get a conclusion to my case.

Update 03/01 - Called to chase and was told it had been approved and email sent around 22nd Dec then payment sent on 2nd Jan which I'd receive in 2-3 working days. Was told they'd send email again.

Update 04/01 - Called to say I'd still not received email then was told it still had not been approved and had to be signed off by a team leader that's why email had not been sent yet. Told the person yesterday had given me incorrect information. Said she'd send an email to chase the team leader's approval and apologised for her colleague giving me the wrong information yesterday. Cant really understand how that could happen when he'd read me the notes out and checked it had been authorised including my bank details.

Update 06/01 - Called again today to see what was going on and was told an email had been sent and once I'd opened it, I'd get the money... but the email wont be sent until someone in a different department authorises it. Had a little moan and was just told they could not give an ETA just wait for the email.

Randomly checked my bank account later in the day and the money had appeared but still no email so who knows, but at least I've got the money now...

Have changed rating to 3/5 from 1/5 because ultimately I got the money back but it took a heck of a long time! All the staff I spoke to came across as very friendly and helpful although I did seem to get mixed answers, but again it just seemed to take way too long. I dont buy that they're just very busy, you need to have the staff to handle the work load in an acceptable time, and I dont think for anyone 20 weeks would be. If they could improve how quickly they deal with cases, I would not mind dealing with them again (but hope I never have to...!).

Scam, run away, trying to make a claim for 4 months and no response at all!

I've been trying to process a small claim (£100ish) for SIX MONTHS, and all I get in response to my monthly chasers is automated emails that my claim will be dealt with within 12 weeks.

I'm thankful the claim was not any more serious as if you pay this company you can guarantee that you will no have no cover whatsoever.

Do not use this company. Having waited six months for claim to be settled , nothing !! Have emailed, left messages for them to call me back , not heard a thing.

This company are awful. Sent all paperwork and info for a brief hospital stay while in France in June. Still not replied or dealt with claim. Now received summons from hospital for non payment of medical treatment. Do NOT use Admiral who use this company.

Worst company I've ever dealt with. Made to wait several months to hear any response after making a claim. Impossible to get in touch via phone, and slow and unresponsive to email. Shocking service

What a waste of space you are, my case never showed up on my holiday in June ,and they needed receipts for the items in my case , well some of the clothes in there were a small fortune ,but I'd had them along time ,so how can you provide receipts for them .
Most of the time I try my holiday clothes on ,and if the fit the receipt goes in the bin end of .
So cut a long story short .
Offered me the toiletries payment and 50 quid compo , out of 800 quid insurance , it cost me 450 quid to buy stupidly priced items , which that's all I could get ,besides walking around in what I landed in .
Do not I repeat do not get insured with this company ,they are a complete nightmare .

My trip to Japan was cancelled before I could go. I couldn't get a refund for the flights so tried to claim though travel insurance. CEGA Group refused my claim despite the cancellation of the trip being 'unavoidable' and 'necessary' as per their policy wording. Awful customer service, no effort made to solve my claim instead have just said I'm not covered. Waited over 65 days for an email reply and they don't answer their phones, even after being on hold for 50+ minutes.

I had an insulting offer for £50 compensation when my claim amounts to nearly £900. I have complained to the Financial Ombudsman Service and intend to take them to court to recover what is owed to me. If only I had looked at the reviews before choosing them as my travel insurance provider! Lesson learned, they're not to be trusted.

Waiting almost 3 months with no reply for anyone. Complete fob off

Do not use at all cost! 7 months waiting for a claim to be dealt with only for them to deny my claim as I apparently gave up my seat on an overbooked easyJet flight! £1,800 down the drain. Do not use them

TLDR; took 40 days to acknowledge my claim, on 63rd day their system finally updated the email attachment evidences, on day 70 they provided "Payment Advice & Settlement" -- then on the 108th day deny payment is due at all and refer me to Financial Ombudsman.

2021-12-21 Purchased advance tickets for my sister's wedding in Thailand -- 6-leg flights, 3 each way -- via Go To Gate (AVOID!)
2022-05-22 Go To Gate advises "your flight has been cancelled" but not which one. Also advises a fee "if" I instruct them to process a refund. I try to work with airlines, they identify it's flight 5 on return journey but refer me back to GTG -- who does not respond for several weeks.
2022-06-24 I start to make alternate arrangements for my return journey and open a travel insurance claim with Barclays / Cega Group.
2022-06-27 Go To Gate respond by cancelling the entire itinerary without my authorisation but unable to rebook and drops my calls. I hurriedly finalise alternative outbound arrangements to continue to travel.
2022-06-30 I provide GTG's notice of cancellation and intention to refund, to Cega Group
2022-07-05 Go To Gate sends notice of refund on the itinerary costs, less a fee. (argh)
2022-08-03 Barclays / Cega Group -- initial acknowledgement of claim (40 days from start of claim) There are 2 emails citing need for further evidences.
2022-08-23 Barclays / Cega Group -- confirm that the delays have been on their side and my complaint is resolved via a goodwill payment (not specified and not received to date)
2022-08-26 Barclays / Cega Group system is still unable to process attachments, further delaying the claim process.
2022-08-30 I send all evidences again, using my work email address; several conversations later, these are confirmed received and the claim is processed.
2022-09-06 Barclays / Cega Group sends "Payment Advice" confirming total amount and payment to be received in 7-10 working days. I follow up several times.
2022-09-30 Barclays / Cega Group wanting to know if I have been paid yet or not --> I confirm not. It's now +3 months since opening the claim / 21 working days since payment advice.
2022-10-14 Barclays / Cega Group confirm "Outcome of Complaint" that my claim is not covered and no payment will follow, but please open a case with the Financial Ombudsman if I am unhappy with their decision... which I do.
2022-10-18 Have opened a complaint directly with Barclays.