CEGA Group Reviews 

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.

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.