CEGA Group Reviews 

Wife broke leg in Zante and had to be transferred to Athens for emergency operation on a Sunday. The company was in contact with us immediately and in constant contact with updates and support throughout the week stay in hospital. Arranged everything, from surgery to stretcher transfers. All case officers were brilliant and would like to pass my thanks to them (you know who you are). Thank goodness we had insurance with this company via Barclays.

My husband had a pneumothorax whilst we were on holiday in lesvos greece. This company wrnt above and beyond what i would have expected. I was alone on an island and had to stay three more weeks and had 5 hours round trip to the hospital every day to visit my husband. They kept in touch with me more or less every day and when i enailed them of the situation regarding my husband the phoned me back that day. My hisband and myself had to be flown back to the UK by air ambulance and this went smoothly. This company took so much pressure off us and organised everything. They kept in contact with the hospital for updates and because it was an air ambulance our luggage had to stay at the hotel and this company arranged for our cases to be forwarded on to us in Scotland. I give them 100% for what they done for us both. I dont know what i would have done without them. They helped us both get through a very bad time. The dr onboard the air ambulance took us through everything and prepared us for the worst eventuality which thank goodness never happened and the dr stayed with us for the handover at the hospital in scotland.. my husband has jow had an operation to repair his lung and we are praying he makes a full recovery. Thanks again for everything

We have not had the outcome yet of insurance claim and I am a bit worried as it was very straightforward.

However this review must be positive as case manager Hannah Howard was superb. I was very impressed with how helpful she was. The company does not appear to have good ratings but based on my experience with Hannah she definitely is an asset to the company.

Please praise her line managers.

Thanks Paul

My niece came to visit ushere in France & broke her leg. The insurers are impossible to deal with. She's been awaiting news of repatriation for over 5 days now & is still in hospital in Perigueux. The hospital is now getting anxious to discharge her. This is disgraceful. The stress is huge.

My husband had an asthma attack whilst in Tenerife, CEGA was amazing everyone was always so helpful they cared for me whilst I was abroad and all the way back home safely. I couldn’t thank them enough and would recommend them. Thank you to all the staff that helped a truly amazing company.

Terrible
After 8 or more days in French hospital zNOTHing from CeGa
No help at all

Spoke to a different person every time.
Vague unhelpful and non commital. Never rang back when they said they would. Inconsistent advice. Not possible to ring back the person who you had been speaking to. Never replied to emails. I suspect they are working from and are trying to avoid getting involved.

Awful company.
Unfortunately you probably won't realise they are your medical assistance provider until you really need them, at which point your stress levels are going to go through the roof.
My experiences are much the same as others have described, poor communication, lack of clarity about the support they can provide and the support you need to put in place yourself. Problems trying to get back to the UK after 2 surgeries in Switzerland - unable to walk but no real action unless they were put under relentless pressure. Not interested in feedback to help them improve things moving forward. 2 months on and still no refund for the money I spent which was covered on my policy. Long delays in the process.
Please name the insurer you bought your cover through in any future reviews because they're the only stakeholder who can put pressure on this terrible business - I bought my cover through ADMIRAL.

AVOID AVOID AVOID AVOID THIS COMPANY!!!! Wish i could give zero stars. They will not offer any assistance. You will repeatedly be speaking to different people and be given different advice. No consistency whatsoever. They will leave you stranded, unsupported at a time when you need support most due to a medical emergency. They use delaying tactics so they do not have to do or pay for anything. I will be taking this much further.

After a terrible accident in Porto my wife broke her Hip on our last night. Although there were loads of panic and phone calls from me CEGA came up trumps flew her home with a nurse and settled our claim in full on behalf of Nationwide Travel Brilliant.

1 Star – Very poor experience, would not trust in an emergency
I would strongly advise caution when considering Admiral Travel Insurance and CEGA Medical Assistance.
Following my stepfather’s surgery abroad, the support we received was extremely poor. Communication was consistently ineffective – despite repeatedly explaining that my parents’ phone wasn’t working, CEGA continued trying to call it rather than using agreed alternatives.
There was no clear plan at any stage. My parents (both in their 60s) were left in limbo for days without confirmed accommodation, and were even forced to pay for hotels themselves due to delays and lack of coordination.
Most concerning was the lack of care following surgery. There was no structured support for wound care, medication, or recovery, and we had to arrange this ourselves.
Repatriation was slow and poorly managed, with unnecessary delays despite him being medically fit to fly.
Overall, this experience caused significant stress at an already difficult time. I would not feel confident relying on this service to support a vulnerable family member abroad.

This company is poor service. They are handling the insurance claims for Crispin Speers and Partners. The service is non existant, when you have a claim they dont respond. - just awful.

Their handling of my claim whilst I was taken ill on holiday and since has been appalling, They are process driven and really don't care about people. Different staff give information that contradicts what another staff member has said - broadly they incompetent. When I raised a complaint they failed to get their facts right when investigating it. I have made a substantial claim for compensation.

I am currently in the Bahamas having suffered a bilateral Pulmonary Embolism and heart strain admitted to Princess Margaret Hospital on the 10/5 stayed in Intensive Care until the 16/5/26. “Discharged to a hotel not fit to fly commercially but has been cleared to be medically evacuated from hotel of choice in Nassau” I had fallen ill on a cruise and had spent a couple of nights in their Medical Centre the bill for which was £10182.85 which I paid before we were transferred to hospital which was done as there were further tests that they were unable to do on the ship. We notified our travel insurance company confident that as Barclays customers of over 30 years and having their top level of cover that all would be well. To date all we have confirmed is that they have approved our claim, but so far have not had one penny of the now £15k we have had to spend on accommodation, food, prescriptions at £400 etc. We are in contact with CEGAon a daily basis asking when we will be reimbursed, but they just don’t answer our questions. The one piece of good news was that they told us in writing that the hotel had been paid until my next Drs appointment on the 1/6, then we got a call from reception to say that it was still outstanding last night and we had to pay another nights accommodation ourselves. Notified CEGA of this and of course no response. CEGA have also written to us saying they have made an interim payments for food expenses and another for in patients costs. No such payments have been received.Port Authorities and British Consulate have NEVER come across a case like this where Medical Doctors (2) one on the ship and one in the Hospital are saying Medical evacuation is the only way to get me back home, but CEGA are totally ignoring this. They are a disgrace and not putting patient welfare first. Any suggestions what to do next? Reporting to FCA today have Medical Reports and everything stated here in writing as proof

Our experience with Admiral and their assistance company Cega during my mother’s medical repatriation was devastating.

My mother was on holiday, went into hospital and tragically got diagnosed with advanced stage 4 pancreatic cancer.

Despite the medical assistance team being aware of her condition, they failed to provide Emirates with the necessary medical information and did not complete the required medical clearance paperwork before her return flight to the UK.

As a result, my mother was checked in, boarded the aircraft, seated on the plane, and then removed from the flight because the airline had not been properly informed about her medical condition. It was humiliating, distressing, and completely unacceptable for someone so seriously ill.

Admiral and CEGA later admitted in writing that, Critcial medical information was not passed to the airline,
required medical clearance was not completed, and the option of arranging a medical escort, despite being requested, was not properly explored.

Because of these failures, we were stranded in Australia for an additional five days before alternative arrangements were made. This caused major emotional strain on our family during an already traumatic time.

Most painfully, my mother sadly passed away only 10 days after finally returning home to the UK. Those additional days lost abroad mattered enormously to us and can never be replaced.

While the company upheld our complaint and apologised, the compensation they offered was pathetic and an insult during this already difficult time.

I would strongly urge anyone relying on travel insurance and in the event of emergency medical assistance services to carefully consider our experience.

Genuinely a nightmare to deal with. Got a neck injury on holiday, was forwarded to these corporate ghouls by Admiral. Hours and hours on the phone, half a day wasted while on holiday, and even now weeks after I got home they won't fulfil my claim until a GP assures them I had no preexisting conditions that might've caused the injury. So now I have to take time out of work to see a doctor, just in case I lied about having some kind of weak neck, or what?? Just a horrible, horrible process.

CEGA were amazing from start to finish to repatriate my sister from her European holiday. The process was quick and easy and I would especially like to thank Tim and Pauline for getting my sister back to the UK so quickly.

I have had the stressful and expensive misfortune to have to deal with CEGA Assistance on behalf of my insurer, Admiral. I have had to sort accommodation for my wife whilst I lay in ICU, I have missed flights, I had to sort accommodation as they dropped the ball and had to organise my own medical reviews whilst still away. After 23 days, they still have not secured my safe journey home. The worst customer experience I have ever encountered.

Total let down useless UK Company
We were handed over to these after my wife had an accident
in Switzerland by Insure and Go Ireland

No Assistance whatsoever just Forms to fill out
Insure and Go handed us over to these Clowns
I am Complaining to the Financial Regulator in Ireland Accident
occurred on 19th Mar Stay away from Insure and Go Paul Minus 20 Rating

Utterly unreliable in the case of emergency or urgent support.