HanseMerkur Reviews 5,595

Claiming an amount of about EUR 70 took me nearly 2hours. First time the last required data field of Bank Origin details in Germany did not work and after entering all data and supporting document, the site collapsed and all data was gone. The second time the same happened, so I had to enter my bank details abroad. I understand asking many questions in case of a large invoice but for just a checkup I had to provide names of doctors, addresses, telephone numbers of the hospital, proof of payment twice, proof of staying abroad etc.
I would be happy, if I could provide this information as profile details once but it seems to be that I need to provide them every time I‘d like to claim something, even it‘s a very small amount. This is definitely not customer friendly!

Date of experience: 17 December 2024

Terrible service. You need to worry about paperwork more than your health. We have health insurance with Hanse Merkur. When they say they will pay a confirmed cost in a month - they will not. When you call on the phone to ask, you get 3 different answers from different people. One of them says that the costs are already being paid out. The second one says that confirmation is in process and there's nothing to worry about. The third one says everything is stopped for documentation checkup. Example: my husband never took a sick leave, until he absolutely needed it after 4,5 years of not having sick leave. We are patients of a praxis with multiple doctors and we are not always seen by the same doctor, but it's the same praxis with the same data. Hanse Merkur blocked the Krankengeld payout because of incomplete information. We send all the paperwork. They already received documents from the praxis, from our former doctor, from our former insurance house confirming he was not on such a sick leave before. But Hanse Merkur claims there is a "missing" document, from another Hausarzt in the same praxis who acted as a replacement for our Hausarzt 1 afternoon. She was simply following up on the same documentation our Hausarzt already sent. Now this doctor is on sick leave, and the Praxis already sent the answer - as the praxis who has all the same data. Hanse Merkur is not accepting this and wants the document in that replacement doctor's name who covered 1 afternoon shift. Absolutely ridiculous. In short: Hanse Merkur knows this, and is purposely prolonging the payout based on this "loop". There is absolutely no clear answer WHEN will anything be paid, nor support from their side. All the while we're just normal hardworking people with normal health issues, who never "swindled" a dime from anyone our entire life and do everything by the book. With Hanse Merkur, you will have more stress and therefore more health issues then you signed up for.

Date of experience: 10 December 2024

I am insured for almost 2 years now and bad experience after bad experience!

1. I have been on sick leave and they did not pay out the sick leave costs to me on time (more than one month waiting!). When I extended the sick leave, no information of payment was confirmed.
2. The medical checkup recommended by my doctor is still not payed out, no feedback or information more than one month again.
3. I have called 3 times the customer service, and the answers ON TH SAME QUESTIONS were:
1st call: Bills are compensated up to 30 days after submitting and its still not the deadline. (Then more than 30 days passed - nothing happened).
2nd call: The sick leave and medical costs will be paid out. I waited for a week and nothing paid out again, no confirmation either.
3rd call: The medical bills are not confirmed yetand are being manually checked - no clear answer if and when they will be payed. The sick leave (Krankengeld) is still not payed as they said some paperwork still needs to be done. ''We will connect you to a call by the sick leave department to clarify.''

In the meantime, 1 month and 5 days after submitting from my side still no answer. I feel with Hanse Merkur I need to worry more about the administration then getting back to health. Terible!!!

Date of experience: 10 December 2024

Some of the translation was a little bit unclear and I wasn't completely sure what it meant.

Date of experience: 18 November 2024

Tried contacting several times via phone, but no return call, took 20 mins to answer, then got put back on hold since the speaker did not speak English. Submitted online form, but system was not working, so I needed to re-do the online form a second time.

Date of experience: 19 October 2024

I just wanted to share my frustrating experience with HanseMerkur. I've been waiting almost a month for them to sort out my insurance claims, and all I’ve gotten is silence. I’ve reached out multiple times, but they seem to have ghosted me completely.

It’s beyond frustrating when you need help and can’t get any answers. Has anyone else had this issue? Would love to hear if you’ve found a way to get through to them!

Date of experience: 21 October 2024

Be careful with this insurance; they don't answer calls or respond to emails. When you need them the most, you're left on your own. It's not worth it. Don't save that money; choose a good insurance instead. If anyone doubts this review, I can provide all the information. This isn't out of spite; it's to help you avoid making the same mistake I did

Date of experience: 18 September 2024

I like simplicity and good and easy 😌

Date of experience: 16 September 2024

I have been a customer of this company for almost 2 years and unfortunately have gotten nothing in that time. None of my medical checks have been paid, all have been rejected. But in 2 years they have raised the cost of the monthly fee 3 times. I am now waiting for a refund of my last month's payment and this has been going on for a very long time. Very poor service, responds slowly or not at all. I do not recommend this company, it is absolutely useless and not professional

Date of experience: 01 April 2024

My experience with Hansemerkur has been nothing short of a nightmare. I deeply regret my decision to switch from public to private insurance, especially choosing Hansemerkur. While the process of buying the policy was quick and smooth, everything changed after I was hospitalized a few months later.

Before my operation, I tried to confirm with Hansemerkur whether the procedure would be reimbursed. Despite reaching out via email and phone, I received no clear answers, there were no response via email but only vague reassurances in call that I had the best insurance and everything would be covered. The real ordeal began when I started submitting invoices. It's been over two months since I began this process, during which I’ve had to focus on recovering from my operation while also scanning, submitting thousands of invoices and consistently following up with Hansemerkur, it was more painful than the operation itself.

Following up with Hansemerkur has been incredibly frustrating. They delayed payments, asking me to fill out numerous forms and requesting additional information from my general practitioner and gynecologist. They even contacted my previous insurance for details. Despite complying with all their requests, they have refused to pay any of my invoices and are now canceling my contract altogether.

What’s most frustrating is that these checks weren’t conducted before issuing the health insurance . Given that everything is digital and my information was already accessible to them via previous insurance company— SBK, these verifications should have been done beforehand. Instead, I’ve been left to suffer through this ordeal after the fact. I distinctly remember signing a document that granted Hansemerkur permission to access my previous health insurance information before finalizing the contract. I don't know what happened to that?

It's extremely disappointing that these issues were not addressed before the policy was issued, and I would caution anyone considering Hansemerkur to think twice.

Date of experience: 21 August 2024

Not really helpful support by phone. They take ages to pay back the applied invoice!

Date of experience: 26 July 2024

I cancelled my insurance and I’ve been fully refunded.

Date of experience: 22 July 2024

I had Swisscare with ERV previously and switched to HanseMerkur. The experience so far has been really stressful for me :/. I have been trying to contact someone for more than a month to arrange for payment for a surgery and was not able to reach anyone. It is now only a few days before the surgery, and I am stuck potentially paying the entire bill out of my own pocket. The customer service people were friendly and maybe they are just overworked or understaffed but this has really been a bad experience and I regret switching from ERV :/.

Update 18.06.2024: I just want to mention some good news. It seemed there was a miscommunication between the hospital and the clinic which caused this stressful delay. As I mentioned before, I had no issue with the staff (the issue was just the communication and being able to reach someone in general, which still remains my only criticism now as it is really challenging to reach someone on the phone still). The staff member processed my claim thoroughly. Now I think the issue is hopefully resolved and I am satisfied with the outcome.

Date of experience: 14 June 2024

We unfortunately needed to cancel our 3-week family trip to Asia due to medical reasons. The process with HanseMerkur travel cancellation insurance was seamless from start to finish. We could enter all details about the trip, the reasons, etc. via a guided online tool. There I could also upload all the necessary receipts. I expected the process to be lengthy with all kinds of questions, however, within a week (!) I heard back that my claim had been processed and they have wired me the money. I must say that I was very diligent in uploading all the documents and also preparing a nice overview of all costs and cancellations, which probably made there job easer. But still, I am very impressed by the user friendliness, the speed and the professional execution of my claim.

Date of experience: 09 April 2024

Unserious company, they don't even respond to messages, very difficult to contact.

Date of experience: 04 May 2024

Date of experience: 17 April 2024

I wish I had stick to my old insurance

I had Swisscare international students insurance for 3 years. I was perfectly happy with them and in December 2023 I got an offer where I could switch to HM insurance. The offer sounded great so I did. However now I regret it.

With Swisscare the claims were processed within 2 weeks and I got my reimbursement back the following week. With HM it take AGES to get your claim processed and one of my claim was completely lost. I sent the claim a month ago and still did not hear a thing. It is hard to contact them, hard to get answers and emails often end up in spam. The sheer fact that I have to remind and follow up on my claims is bizarre. If not for the fact that I am soon graduating I would switch back to Swisscare.

Date of experience: 11 April 2024

I am a student in DE and have Hanse Merkur travel insurance. I filed two claims for medication reimbursements and still haven't heard back, it's been 3 weeks! When I call you put me on hold for hours, or forward me to someone who "speaks English" who then does not in fact speak English. Please help!!!! I need my money back!!

Date of experience: 26 March 2024

I am very dissatisfied with my relationship with HanseMerkur. I purchased a trip interruption policy for two consecutive river cruises and airfare for November 2023. Unfortunately two days into the cruise, my wife and I contracted severe cases of Covid 19. Upon docking in LePouzin, France we consulted a physician who advised us not to continue our trip. We were quite ill, and confined ourselves to our cabin until the first cruise was finished. Rather than suffering in a French hotel for several weeks we opted to book a flight home first class, so we could isolate and lie down on the flight. It was not a pleasant experience, and since it was done at the last minute, the flight to Washington DC cost around 8000 euros.

The physician in France was kind enough to send us a medical certificate specifying our sickness and his recommendations that we not continue the rest of our trip.

We filed all the necessary paperwork with HanseMerkur, and after a delay of several months, we were shocked to find that the representative declined all responsibility for payment. I wrote back to him, disputing his rationale for the denial, but have not heard anything.

Our cruise company had used HanseMerkur previously and on their recommendation we purchased a policy through them. It was a mistake to use a company who refuses to honor their obligations. Unfortunately we may need to engage an attorney unless there is a positive response.

Dr Stephen Eingorn
From Google translate
Ich bin mit meiner Beziehung zu HansMerkur sehr unzufrieden. Ich habe eine Reiseunterbrechungsversicherung für zwei aufeinanderfolgende Flusskreuzfahrten und Flugpreise für November 2023 abgeschlossen. Leider erkrankten meine Frau und ich zwei Tage nach Beginn der Kreuzfahrt an schweren Fällen von Covid 19. Beim Anlegen in LePouzin, Frankreich, konsultierten wir einen Arzt, der uns davon abriet setzen wir unsere Reise fort. Wir waren ziemlich krank und blieben bis zum Ende der ersten Kreuzfahrt in unserer Kabine. Anstatt mehrere Wochen in einem französischen Hotel zu verbringen, entschieden wir uns, einen Flug in der ersten Klasse nach Hause zu buchen, damit wir uns während des Fluges isolieren und hinlegen konnten. Es war keine angenehme Erfahrung, und da es in letzter Minute erfolgte, kostete der Flug nach Washington DC rund 8000 Euro.

Der Arzt in Frankreich war so freundlich, uns ein ärztliches Attest zu schicken, in dem er unsere Krankheit darlegte und empfahl, den Rest unserer Reise nicht fortzusetzen.

Wir reichten alle notwendigen Unterlagen bei der HansMerkur ein und stellten nach mehrmonatiger Verzögerung schockiert fest, dass der Vertreter jegliche Verantwortung für die Zahlung ablehnte. Ich habe ihm zurückgeschrieben und seine Begründung für die Ablehnung bestritten, aber nichts davon gehört.

Unser Kreuzfahrtunternehmen hatte zuvor HansMerkur in Anspruch genommen und auf deren Empfehlung hin haben wir eine Police über sie abgeschlossen. Es war ein Fehler, ein Unternehmen zu beauftragen, das sich weigert, seinen Verpflichtungen nachzukommen. Leider müssen wir möglicherweise einen Anwalt beauftragen, es sei denn, es erfolgt eine positive Antwort.

Date of experience: 15 March 2024

Worst customer service ever. I sent them a bill 2 month ago, and an email to ask for the status 1.5 month later. Got no answer. I have been trying to call since then. Today they finally answered the phone (0: my 3rd attempt ttoday)Then they put me on hold. I have now been on hold for 80 minutes. Great.

Update: I have re-sent you all the information you requested by email to your trustpilot address yesterday. Will be happy to share if some positive outcome comes out of this.

Update 2: My issue was swiftly solved, thank you!

Date of experience: 12 March 2024