HanseMerkur Reiseversicherung AG Reviews 372

We trusted this company the second year for annual travel insurance and first time submitted our case with all the receipts and invoices on September 14th, 2025. Up until today- two months later, no updates and no reimbursement was given. They do not reply to emails, and when calling and waiting for a while they finally reply “ oh we can see you submitted everything it is just our processing time takes long” when we ask how much longer they just reply oh we cannot say that.
Unbelievable, anyone reading please just avoid this company, we will cancel our contract as well.

Update July 8: I've reached out to the email in Verena's reply below, and received a response from the claims department the next day. I'm very grateful to Verena for support, but saddened that it took leaving a review here to receive it.

I have a travel insurance policy from HanseMerkur. I have made a claim a month ago and am still to hear back. I have written 3 emails with questions to all the email addresses I could find on their website with no response. I have also called their hotline and was hang up on. Abysmal customer service.

According to the conditions of the policy, I was supposed to receive the compensation within 2 weeks. I will be filing a complaint with Versicherungsombudsmann.

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...