CEGA Group Reviews 

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.

Had to deal with them on behalf of my mum who had, as it turned out, a brilliant annual travel policy with LV. Mum (elderly) had a fall and needed hip surgery whilst in Kenya visiting family. The speed at which they responded and followed up regularly was impressive, and they showed genuine compassion. Unfortunately, due to the period of time needed for recovery post-surgery, by the time mum was fit to travel, flights were not avaialble out of Kenya.

I liaised with the British Consular and CEGA agreed to pay the extortionately priced flight arranged at short notice plus all the door to door transfers.

Thank you to Elyssia, Coral, Janice & Lauren - your help was really appreciated.

I would say reimbursement of the money was a little slow but other than that, highly recommend.

Travel insurance with AXA but I have to deal with CEGA ?
They are hard to reach. They ask for documents impossible to get. Just anything to make sure they drag whole process or just refuse to pay. I will pick my next insurance more wisely.

Good job everything fixed

I have an HSBC premier account which comes with travel insurance from CEGA. I had to claim for a Covid related flight change and they were very friendly and helpful both on the phone and over email. Yes, it did take a while, but everyone is in the same boat at the moment. I would highly recommend!

Worse than useless, my husband took ill in Bali in December 2019, was taken to hospital and spent 3 nights there, got in touch with cega and was totally honest with them, said I had rang insurance 2 years previously to tell them my husband had been diagnosed with atrial fibrillation the insurance company was Aviva, ( worst company ever ) they however said he was covered so I was quite happy to pay my monthly payment of £10 a month, I thought it was £5 I’ve paid this for 10years, all comes to all he wasn’t covered so it cost me £2,500, CEGA rang me the day before we were due to fly home my husband had a fit to fly letter from the doctor but had to fly business class took details of our passports and luggage I’ve not heard from them since. They rang my daughter a week after we arrived home and asked if we had made it home, she wouldn’t tell them. I’m aware Cega are not the insurers Aviva are and they are a nightmare but to be honest they did not help me at all.

I have been waiting 45 minutes to lodge a claim, I was seventh in line when I was put through. I called from another number and low and behold I was seventh again. I'm beginning to wonder if there is only one call handler!

A massive thank you to all at CEGA for our expertly organised repatriation to the U.K. after a snowboarding accident in Germany. Absolute first class service from start to finish. Nothing is too much trouble for these guys. Their response time to emails and calls is amazingly quick. Hotel accommodation was sorted and paid for in a nearby hotel for my wife and they even organised a food tab which again they kindly paid the bill for. I had calls every day from the CEGA team to see how I was recovering from the spinal surgery. What more could you ask for. They made a very harrowing and distressing time so much easier. Once given the permission to leave hospital they organised our return journey home within 4 days, which considering I needed private ambulances, stretcher airline transport and airside clearance at the airports, was unbelievable. They even flew their own paramedic, Richard out the day before. He came straight to hospital to see us and then was with us every step of the way to our front door on the return journey. Many thanks from myself and my wife to all at CEGA. David and Lorraine

Totally useless, no response to E mails, no idea when Thomas Cook Claim will be settled.
No wonder all the reviews are bad they are totally justified.
Whoever chose this company to deal with the Thomas Cook situation wants his head looked at because the whole thing has been a shambles.

Cega Travel Claims are not fit for purpose.
They are owned by Charles Norman.
I worked for them last year in the Christchurch Office.
They pay minimum wage.
They give poor training to staff.
Their computer systems for medical screening are very old.
They bully staff.
All staff gossip about other staff.
All offices talk about other offices in a negative unprofessional manner.
They treat most of their staff appallingly which is proven by their extremely high staff turnover.
The Team Leaders have no idea how to manage.
They have no idea of the stress they put staff under.
Most of your working day is customers complaining and rightly so as they are given a poor service and excessive waiting times on the phone.
They also breach data of staff and customers so be very careful if you ever have to contact Cega ......... I have evidence of this.
Most big companies use them to deal with their travel claims so be very careful if you have travel insurance through your bank eg. BARCLAYS, TSB, HSBC or travel insurance through M and S or Aviva or LV= to name but a few....
The only good thing is that a lot of the lower level staff are good hard working people that deserve to be treated far better than they are by Cega.

CEGA are only getting 1star as you have to pick one to progress. I am still waiting for my refund which I submitted in October! No one replies to emails I have no telephone number for them and the CAA helpline Is the not a help line - they have no telephone number for CEGA It is all a delaying tactic!
Disgusting!

Well what can I say still waiting on my money back from atol claim made on 7th October and having been sent numerous emails requesting the same information over and over .. when you call you are met with rude staff with zero customer service who cannot provide you with any sort of update and just keep pamming you off with there working on it.. and cannot give u an expected date .. and if u ask to speak with a manager you get hung upon.And these numerous complaints will probably never get looked at or acted upon

Waited until 3 days before the 60 day deadline to email me for more info disgraceful
Now after 3 phone calls had another email to say they want info !!!
I have sent bank statements atol certificate etc
Fed up now
Just give me my money back

CEGA are dealing with my claim after the collapse of Thomas Cook. I have sent numerous emails and also contacted the Facebook page, to which I have had no reply, read but not replied!
I have had no communication whatsoever from CEGA. I have also emailed the CEO of the company, again bo reply. There are thousands of people in the same situation as I am.
The professionalism is non existent. They way they are treating people is disgusting!

Cega absolutely appalling treatment from your company, regarding Thomas cook refunds. We are unable to contact you By phone, and any emails are generated. Why are we being ignored ?