Fidelidade Reviews

Driver arrived to tow car to garage, we called approx 13:00 hrs. Driver told us our preferred garage was closed, my husband was driven around wasting time to other locations, including an unknown place without signage or any visible profile like a website.

The driver was unpleasant in attitude and difficult - eventually my husband called me and I checked with our preferred garage and it was open! The driver, to explain this, said 'the owner has just opened the garage to accept your car ' - which was obviously inaccurate, also we chatted with the owners, they were just open as normal....

It wasted a lot of time and delayed organising the substitute car. Hours later and they had still arranged nothing for us, despite that we were very specific that we needed a car from 13 hrs. It's supposed to take two hours.....

They called late in the day to say that they cannot find a replacement car for us, anywhere in the area today. They did not do the obvious thing and check about the Saturday morning when they called the hire companies, which would be our next alternative since they cannot find one today for us, so they left the call to repeat the process and ask about Saturday, again more wasted time when we urgently need a car. It took me five minutes to call a company that the agent said they work with and check availability.... and they said they had plenty of availability. Then the agent called and said sorry there is no availability of cars.... I called the company whilst the agent was on the other line and he confirmed again there was availability, but said the insurance company must make the booking. The agent took the number and went away again, and returned to say there is no availability and 'I asked for the person you spoke with and nobody with that (very popular and common) name works at this company!!' Unlikely!!! I was obviously very concerned by now, about what was happening here..... It was not a question of vehicle type, I said I will happily take any vehicle of any type. The agent suggested multiple times that I should make the booking myself, and then they will assist..... I said it is your obligation to provide the car, and there are certainly options available, I have called myself, so please book it. Also I know already if I book it, then there is a cap on the amount that will be returned to me, so it would work out less favourably for me, the same with the daily compensation due if there is no substitute booked. I just need a car!! That's why I pay for this insurance! The agent was very rude and patronising, there is no place for this attitude in customer service - then he hung up the phone on me!!! My subsequent calls were promised attention but they either cut the line or did not return my call. Terrible experience, We've always paid on time over the years, and we never needed this help before now, and they fail to assist. I urgently need the replacement car I am entitled to!! Please assist!

Date of experience: 09 August 2024

I took the most expensive option on car insurance for my Audi Cabriolet that included the use of a hire car in the event I had an accident. On the 19 June 2024 I had stopped and was stationary at a pedestrian crossing when I was hit from behind. Fidelidade gave me a replacement car for 5 days after the accident and has given me nothing since. They have taken 6 weeks to send me an email today (30 July 2024) to say they have decided it was not my fault and that I must make my own arrangements with Audi for a replacement hire car to use. I have had my bank manager at CGD do everything he can to help me (in Portuguese) and every week Fidelidade has another excuse why it is not their fault. They are a scam - DO NOT USE THEM. So far I have not got my car worked on by Audi, I have not had a replacement vehicle which I paid for and I have not had any communication except from some "Sandra" women at Sinostros Fidelidade telling me it was not my fault (really?! What idiot says that to someone who was hit whilst stationary at a pedestrian crossing from behind?!) and I must arrange directly with Audi to cover a car I am paying Fidelidade to provide. I am looking for a replacement insurance company, urgently, I spend approximately Euro 900 per month on several policies with them, please let me know if you can help.

Date of experience: 19 June 2024

I'm trying to cancel my insurance because I don't live in the country anymore and still no answer since November.

I'm still being debited and when I send emails to the person who issued the contract I'm told that everything is in order.

I wouldn't recommend this insurance at all.

What's more, I've often been refused in hospitals because the doctors don't work with this mutual insurance company.

For 132 euros a month, it's not normal.

Date of experience: 31 January 2024

Absolutely ineffective for English speakers. All I needed was a prescription for antifungal medicine. The doc in the video call refused and wanted me to do the bloodwork first. But she wouldn't tell me where I can get that done.

Phone lines are always busy. Waiting time in forever. No voice menus in English. Callback requested are fullfilled in time which are not convenient to me.

Cancelling my subscription.

Date of experience: 21 November 2022

The least helpful insurance company I have ever encountered. 0 help with flooding or even sending someone to my house to assess damages. I have waited months for the most basic of services. Their employees are completely incompetent.

Date of experience: 02 August 2023

Don’t use it!! Once you pay … nothing happens

I’ve been trying to have an ultrasound for a month …. To check if I have cancer or not!!!! (Multicare doctor suggested). I’ve been calling more than 30 places to make an appointment and keeps saying call beginning of the month. I was on the phone ALL DAY yesterday and now I’ve to call at the beginning of July. Same priority than Saude, and nobody helps you to make an appointment

Date of experience: 02 June 2022

Hello , this insurance should be avoided, They are not what it seems and very expats unfriendly . Once you paid don t expect anything , they only speak english BEFORE you paid . After that you better speak fluent Portuguese. Understand well that if you break down in Germany …..
No German roadhelp service wants to help because they never see their money and therefor will ask cash payment !
Their helpdesk is in Switserland not even in Germany.
If you are disabled / handicap don t expect any sympathy , instead insults at the telephone from their assistance department are normal .
Better call Adac instead , at least you will get some help the same day .
Read very well your polis because almost nothing is covered abroad , not even if you pay for the most expensive and extended insurance.
They are the European greatest experts in finding excuses to never pay. Also understand that they can an never will give you polis in your language ! And they know verywell why .

Lt. Col. Deroep Patrick

Date of experience: 11 February 2022

Absolutely terrible company, you cannot get through to anyone who is able to resolve the most basic issue. Would not recommend to anyone. Complete waste of money and time.

Date of experience: 23 February 2024

Disgusting company, no help, no support in english, no email, nothing. The only providers they word with are 10 km from the center of Lisbon.

Date of experience: 01 February 2023

Another highly corrupt Portuguese company with excessively high premiums - admittedly, the most expensive in the insurance market. My experience is that they'll provide you with no support whatsoever in addressing claims that may arise during the insurance coverage period. In fact, one of their 'buddy transporters' has scratched my vehicle whilst transporting it to a body shop near Coimbra with 'Fidelidade' failing to own up to their responsibility of covering for the damages caused to the vehicle. A 'jobs for boys' insurer with no care for their customers.

Date of experience: 19 December 2017

I got hit by a car in the back and fidelidade claims it's my fault. The car behind me was changing lanes at the same time as me and they say I changed lanes without warning even though I signaled and the car was 90% on the other lane. The police came and I wrote a report, they say they have proof because of the police report which was based on all drivers. I went to the police to review the report and they corrected it based on what I said. Now fidelidade doesn't answer me and assume the responsability. I have done what they told me and the support they gave me was always the same generic phrase, if you don't agree with us you can go to court. Besides I have checked with other insurances and the amount of investigation into my case was almost null. Other drivers get called to relate the accident and check the car and everything which was not done with me. This insurance has no respect for it's clients. Answers take ages and I am still waiting today for an answer for a few weeks now. And there are more things that happened that I am not writing at this moment but believe me, for a company this big I wasn't expecting such a bad job. Really shameful what they do.

Date of experience: 03 September 2019

A very simple task - to update my address - has been unnecessarily painful.

I phoned Fidelidade and eventually got through (more by luck) to someone who spoke English only to be told another person who speaks English from the relevant department would need to call me back. A week later somebody called and I told them I need to update the correspondence address (insurance address remains the same). The polite gent told me he could not do this over the phone but I could do it in one of their offices. I went to their Ansiao office and lady advised she also could not update the address but would assist me to create an account to login and then I could make the request (even by creating an account you cannot update data). We went through that process and I showed her all my relevant documents. About 3 weeks later I could see online that a letter had been sent out to my old address in UK. I sent message on their system to query this and another 2 weeks later got reply saying I need to forward my identity documents to Fidilidade before data can be changed - even though request was made from a verified login/account. What a palava !

I am concerned that if it's that difficult to update a correspondence address how difficult it might be in event of my death and my wife is trying to sort insurance...

Date of experience: 04 September 2023