HanseMerkur Reviews 

nobody is reachable on the service phone. When calling there is a long procedure to go through an agent and at the end you get an answer that all agents are busy and the call is dropped. Email unanswered. My son has an appointment with the doctor next week and we are waiting for certain documents from the insurance

Topic: House Insurance Cancelling
City & Country: Hamburg, Germany
Issue: I am since begening of March trying to cancell a house insurance, however I do not have any response from Hansemerker. Instead, they keep charging me every month even though I have sent several emails.
Lack of attention to the client and not easy way for canceling service with them.

My wife had to go to the hospital during a visit in an asian country. We paid the bill and contacted Hansemerkur via E-Mail hoping to get a reply. Nothing happended. 3 weeks later, I contacted the Info E-Mail address of Hansemerkur in order to ask, if our E-Mail (with the according timestamp) did arrive. Again, no reply at all. After another week, I contacted the Info E-Mail address again. Still nothing.

Today, more than 1 month after we paid the bill and tried to get in touch with Hansemerkur, we still have not gotten any reponse whatsoever.

I can't say it's bad customer service, because there's simply NO customer service, at all.

I've tried 20 times over the last 2 weeks to contact them through their public phone number, but every time they say all customer service representatives are busy and to call again later. Even when I call exactly as the phone lines open at 8am, I get the exact same message.

All I need is a simple certificate, but it's taken hours of frustration and confusion. I definitely wouldn't recommend.

Got a long term travel insurance from HanseMerkur. Gladly had to use it only one time so far with no issues. Had to go to a hospital again, a month ago. Sent them the bill right away at the same day. They state in their policy that a refund can take up to two weeks. After that time I contacted them again and asked for the state of my request. That was again two weeks ago and haven’t heard from them since. One month without reply is very bad customer service.

I just want to express my dismay at the sheer negligence of customer service. I am still waiting after 8 weeks for a reasonable solution to a claim made through my Premium Insurance policy. A flight was cancelled due to extreme weather and snowfall in Canada shortly before Christmas meaning we had to re-book a flight and also hotel for overnight in Vancouver. My policy states recompense for natural events however someone in customer service tells me this was not a natural event? They have failed to contact me further after my attempts via email to explain how they came to this decision. I have heard nothing! The airline will not refund any costs, I have already explained this. I want an answer ASAP!

Bad customer service, waited first 20 minutes to get through in international call, then had to wait additional 10 minutes to be connected to an english speaking. I requested a reply on an urgent email sent 3 days ago. Customer service person ask me to hold, waited 15 minutes more, she comes back and says a person will reply same day. No reply yet for 2 days.
I took out an au pair insurance for an au pair I have employed. Swedish migrations points out it does not cover all that is required and requests complements within a few days.
HanseMerkur.de does not answer. They are just a waste of time and money and their claims of au pair insurance is obviously not covering what is required.
OBSERVE also that HanseMerkur.de on their website claims a contrary customer satisfaction of 4.7 in Ekomi to a much lower here in Trustpilot.
And there is no way I can leave a review in Ekomi.

A bit slow on the refund, but ultimately received all of it. My mom came to Germany and had her luggage lost for several days. We claimed 500 euro for extra expenses related to clothing and hygiene. Refund took maybe 3 months

The worst insurance company. I will never recommend to anyone. I had a situation where the bedroom door is jammed and my baby was inside. After one hour unsuccessful trying to open the door, emergency service team broke the door to take the baby out. The insurance company rejected my claim saying that the damage was caused by us intentionally and it is not covered in insurance. It was my first claim after being customer for 4 years.

Why is it so difficult to reach someone from Customer Support? Recurring emails, calls, all without success to get basic things answered.

Getting kicked out automatically trying to get a hold of someone by phone whilst not offering a waiting list seems a bit weird no ('everyone is busy, try later - bye')?!

I've had the travel insurance from Hanse Merkur (young travellers) since 2021. Sometimes it took them a while, but eventually they responded and covered the medical expenses guaranteed by the insurance. Ever since I've renewed the contract this year, however, my experience with them has been very bad. They don't check my damage reports at all, but just flat out reject it, claiming it is a medical check-up even though it is a treatment (and as such should be covered). I've been trying to get an answer from them for months, providing them with all the necessary information over and over again, without any success. I would not recommend them.

Sometimes is difficult and takes long time to answer the phone. And if requested a document takes several days/ weeks to get the post.

I paid for insurance with Hanse Mercur through a ferry company for an overnight ferry before Covid. When travel was cancelled, we lost the fare. The ferry company no longer operates that route and won't refund the fare. My attempts to reach Hanse Merkur have had no response. The email adresses for the company bounce back. I am not impressed by this poor service.

I have purchases a travel insurance from Hanse-Merkur that would renew automatically after a year. However, months before that, I moved away from Germany, and the contract states that "2.1.3 The insurance policy shall end upon your death or when you move away from the Federal Republic of Germany."

To my surprise, when I explained that I would not renew the contract because I no longer resided in Germany, Hanse Merkur insisted that I would not be able to do so because I had not informed it to them 14 days in advance, and, despite my insistence, proceeded with the renewal.

Since I cannot make use of a contract made exclusively for residents in Germany while no longer residing in Germany, and since the contract states that this is cause for termination, Hanse Merkur's insistence on renewing it doesn't make sense, but I cannot seem to make them respect what's written in their own contract, and so they insist on trying to charge me for another year...

Customer service is lacking. As an international client currently based in Frankfurt, I struggle to get any support. I send e-mails (which is my preferred means of communication because I am not fluent in German) but those never get replied. I have to always contact one guy who always helps me out to get the customer services to reply to me. I thought it's because I am a foreigner but reading through comments here it seems to be a common theme for many

Currently am trying to to get some reciepts paid but no one can tell me if they have been recieved.

Before taking travel insurance I confirmed with a Hanse Merkur agent that a specific circumstance was covered. I chose the insurance package accordingly. After the circumstance occured, it turned out it was not covered after all. Very bad practice, luring customers under false security pretenses. In addition very long (weeks!!) response times upon customer service enquiries. We will not book with HanseMerkur again.

HanseMerkur is the worst private insurance company I have ever come across! Terrible customer experience and they reimburse very little on medical bills!
I lost my job on 31.03 terminated my contract on the same day, because I could no longer pay for their services, but left Germany on 30th April due to the Tenancy Agreement I had.HanseMerkur is harassing me to pay them money insurance cover between 31.03 and 29.04! I have an ailing mother in Africa who I struggle to look after/ paying her medical bills, food etc yet a rich insurance company that makes millions a year has the audacity to harass a vulnerable person in the society demanding a one month insurance payment from me yet I had to leave Germany after losing my job? Their Social Media team argues that what they are doing is right.
Absolutely wicked and pathetic! So much for nerve wrecking health checks to join their healthcare scheme calling their clients fat!
BMI does not work for every race!

Hello, My name is Rakesh and I am a student in Germany . I take Hanse merkur student care insurance. Firstly I was not paid for my claim as they said you have to pay yourself first 300 euro of any bill yourself then why we need them. Apart from this when i applied for termination and after termination letter also I got mail to be patient and wait for 8-10 weeks so they will charge me till that time and payment returns no assurance? I found this insurance worst and still struggling with their services. I hope to get help from trustpilot Hanse merkur

Great insurance, low monthly rate. Paid my treatment in full! Really happy.

0 stars if it were possible, for a company with 0 morals. This is not a real health insurance, yet I pay them 240€/month for them to act like it. They told me my therapy was covered then they refused to pay for it. My therapist even called them and they told her they’d cover it too. Lies. Now I‘m in debt over my therapy.