Tranquilidade Reviews 87

please do not join this insurance. terrible! i had an accident, it was not my fault, I was transport to the hospital with the ambulance, one month after i still dont know anything, no communication, nobody knows who is the person in charge of the insurance, i can only call the helpline and everyday wait more than 1h to speak with someone new who i have to explain everything from the beginning. . Helpline in English even if technically exist does not work, nobody speak english and direct you to portuguese speakers. And if you joined the insurance and if you still have a foreign number they will never call you, and you cant register in either app or website. give yourself a favour and do not join Tranquilidade. i lived all over the world and this is the worst experience i ever had.

Date of experience: 30 October 2024

The worst company, the worst service, please stay away from this Insurance company they don’t care about their clients at all, having 5 days problem with them and they don’t even try to help . They charge extra amount from account and don’t give explanation and have the highest payment rate

Date of experience: 22 July 2024

Do not get any insurance from Tranquilidade, it’s a fraud company. I got their insurance two years ago and literally whatever procedure I want to do, they say it’s pre-existing condition. They refuse to do any service except regular visit to doctor.
Save yourself money and get a different heath insurance!

Date of experience: 19 May 2024

This review only concerns the Tranquilidade health insurance, which is provided through the AdvanceCare network.

Surgery approval request declined without justification. Untrustworthy insurer

When you need them to approve surgery, they just turn it down, calling it a pre-existing condition with no justification whatsoever and no information about how to complain.

I have my sinuses all blocked up, and the ENT specialist's opinion was that surgery to clear them was the only remaining option. She sent AdvanceCare my CT scan documenting this.

This started two months ago, and I took out the insurance 16 months ago, so the waiting periods are over.

It is manifestly nonsense and bad faith to call this a pre-existing condition I should have known about in November 2022. I could not predict that I would get a sinusitis 16 months later.

My doctor entirely agrees and said the hospital is having more and more such problems with AdvanceCare.

I found a scan report from 1997 that contradicts AdvanceCare's baseless claim that this was a pre-existing condition.

This is not a trustworthy insurer, so I will switch to another at the next annual renewal.

In the meantime, while awaiting a reply to a new request, I need to eat loads of painkillers to be able to function. This is institutionalised torture and a breach of contract.

I hope I will not need to take them to court to get a refund.

Date of experience: 20 March 2024

I had been enrolled with Tranquilidade in 2023 through my previous employer, DEEL. As I was departing from the company at the end of December, I contacted the insurance company to express my interest in taking over the contract. The customer service representative assured me that they would send several quotes, and that I would need to choose one once my current contract ends beginning of January. I was guaranteed that my coverage would continue, and I wouldn't have to go through another waiting period if I submitted the necessary paperwork within 30 days after my contract concluded.

When January arrived, I contacted the insurance company only to be informed that I was no longer insured, despite the earlier assurance and the customer portal still indicating my coverage. Additionally, the customer representative insisted that I now had to undergo another waiting period of 90 days.

This experience left me feeling deceived, and I find it reprehensible that a company would subject established customers to another waiting period.

I strongly advise against choosing this company, as their practices seem dishonest and untrustworthy.

Date of experience: 05 January 2024

Absolutely no concept of customer service - polite request for the card to go in your screen, no - don’t have to so we cannot be bothered to help

Date of experience: 21 September 2023

I used one of their representatives in Lagos to help me file a request for replacement windows as mine had been broken by the heat. The speed and efficiency of my claim being processed and a cheque issued surprised me. The helpfulness of the representatives was impressive.

Date of experience: 27 July 2023

I have already been waiting more than 2 hours for a reboque and now got a text that I have to wait 42 min more. My mechanic will be closed by the time it gets here. What an awful service!!!

Date of experience: 31 July 2023

Sent photos of damages in HEIF format (viewable with any modern app/device/OS and convertible online) and asked if my 647.62 EUR/year full insurance covered them. They replied they couldn't open them and sent 94 pages of T&C without answering. I opened a claim, answered all questions, and attached photos of the damages and invoices in JPG format. They denied it due to "lack of discription" (sic) without explaining what information was missing or letting me provide it. I opened another claim with description. They assumed the damages were caused by a third-party and refused to reimburse the 62 EUR of estimated damages.

Another time I asked whether my 647.62 EUR/year full insurance covered plumbing and they just sent me my policy without answering. I reported the damage (leaking toilet) and they refused to cover it.

Virtually useless "home assistance" protection/service, they only pay technician transportation/travel, you must pay everything else including repairs/replacements. I tried using my 647.62 EUR/year full insurance to replace a broken plastic water tube in 2 bidets and, after making me waste ~1 hour with forms, e-mails, phone calls, and video calls, they refused to fix, replace, or reimburse and told me if I wanted to use the "Home Assistance" protection/service I'd have to pay the repair/replacement because they only covered plumber transportation/travel.

Only time they reimbursed something (still less than the insurance premium) was when my partner got robbed and we provided a police report.

Bureaucratic and outdated, required I manually fill out and sign a form and re-send a copy of my ID card (arguably illegal) to change my IBAN (no other business required such things).

Summarizing: pay like a king, get treated and protected like a bum. They charge a fortune but "home assistance" is virtually useless and they apparently only reimburse if you get robbed or your house burns down.

Update (10/21/2024); They unilaterally raised my insurance premium 13,7% (!) to €736.13/year (!).

Date of experience: 08 May 2023

Have never had worse customer service. They over charged us for insurance by nearly double. We cancelled the policy the next day but they still haven't issued a refund. They were rude and abusive. Only wish I could give them 0 stars

Date of experience: 11 August 2022