Europ Assistance Reviews 

In August 2021, I booked a trip to go to Southend-on-Sea. Unfortunately, however, I contracted coronavirus and wasn't able to go. Since the hotel meanly refused to refund my booking, I was left having to claim on my insurance.

I submitted an email from lastminute.com showing that my trip had been cancelled as well as a screenshot of the NHS text message explaining that I had Coronavirus and must self-isolate. However, having taken 4 weeks to reply, the insurance company requested full medical reports from my doctor and (ironically given that they are linked to Lastminute.com!) they did not accept the cancellation email. I contacted my doctor and lastminute.com and provided medical evidence and a fuller cancellation email.

Again another month passed and they sent me another request, this time for the PCR Result Certificate. I contacted Track and Trace who explained that the NHS simply did not issue such a thing which I informed Europ Assistance.

Again another month passed. I then received another email explaining that, because I had not provided the PCR Result Certificate (something that did not exist!), my claim had been rejected.

I appealed the rejection. Some three weeks after that, I finally receive an email explaining that they will honour my claim. The email wasn't very clear though (mentioning a "franchise deduction"). After another delay, I established that this was simply the excess.

Finally, on 24th February, some six months, numerous emails and other messages later, I receive a payment. But I receive a letter from my bank explaining that their bank has deducted £8 from the payment in fees!

I send further emails but receive no reply. Finally, in desperation, I contact the complaints department; obviously I should have done this sooner as I then (promptly for once) receive the outstanding money, some two months after the rest of the claim.

Europ Assistance made me fight every step of the way for the payment. They have no easy means of contact; no phone number, emails bounce back and they are incredibly slow to reply to messages posted on their claim tracker. You are honestly better to go somewhere else.

Absolutely insane that I have to wait for three months to receive a reply to a claim that was started in November. I've been calling for 6 weeks, and every week I get the same answer "We'll reply to your claim next week". When I called you 2 weeks ago, you said you were replying to claims and emails sent in on the 14th of januari, my last message was on the 18th and you STILL have not gotten back to me. When I call your customer line I just get a poor haggard wet behind the ears employee who cant give me any support or help whatsoever. The frustration I feel from this company trying to handle my claim is really falling on this poor employee which I happen to speak to every time I call. I'm sorry for this but please, throw me a bone here!

I just did a travel insurance for Spain. I have tried contacting them via email for changes to dates etc. It’s 2 days now and nothing. It’s beginning to look like a scam to me with the negative reviews.

Trying to reach anyone has failed through all channels. No wonder after reading the other reviews. I only wish I had come here before. Still waiting for a reply regarding a simple change of an error.

I took an insurance with Europ Assistance for a trip to the Netherlands. It was supposed to cover any problem. I tried to cancel my booking one month before because of a mishap and they told me it was not covered in my insurance. They even deleted the account I created with my booking number.
Trust me you don't want to work with them.
I do not recommend at all.

They are a complete scam. They refuse to payout in pretty much any scenario. I purchased the flexible ticket insurance, followed the booking company's instructions to change and make a claim but Europ Assistance refused to pay out anyway.
Most of their reviews say similar things.
AVOID!

Absolutely useless insurance.
I followed the exact process as instructed over the phone and the claim was rejected for "not following the correct process" Seems like they will take any excuse to refuse a claim. They also refuse to answer any questions or go into detail.
I am raising a complaint through the Financial Ombudsman to force the matter there.
It's very telling that EVERY review so far is 1 star!

I booked with 2 tickets fly with opodo, and when I need help from assurance, get very bad experience. One fly was canceled, I paid assurance more 55 euro, and they helped me get back only money from that canceled fly. Assurance, they don't helped me. I spoke with assurance 5 times and nothing. And I loosed around 300 euro. Bad support, very bad

Terrible! Do not waste your money! Even the cheapest company out there will be better! The customer service is terrible to non existing! Seem to only respond with a standard response and webpage link! The phone number for customer service is a spain number. The paperwork is unclear! That unclear that i had to buy 2nd lot of insurance to apply for a travel visa as it was not accepted by the consulate as sufficient cover! Unbelievable!!