Europ Assistance Reviews 

get this through amy amex. I contacted live chat to ask a simple question and they refused to answer, told me to call and then closed the live chat. The support members name was Pablo and i got through to him twice. The second time he didnt even reply once. Even though I get it for free Its still a scam. The phone service was helpful though but took a while to get through for such a simple question.

I have a recorded phone call with the only, single, contact number provided in the email +34915368296 where I contacted for the second time to request assistance with changing the dates to my policy due to a family emergency (my father had a stroke). I will be sharing the link here if I do not hear back from you people within the next 48 hours. I sent an email to the one they provided initially c l a i m s s c h e n g e n @ r o l e u r o p . c o m , it has been almost one week since May 7th 2026 and I have yet to hear back from anyone. The agent's behaviour on the call was atrocious, and it was unprovoked. But looking at your Trustpilot rating as it currently stands I suppose I shouldn't be shocked.

If I could give less stars I would.

When our flights were delayed by 2 days by the airline, and we had to purchase new flights to attend an event, Europ Assistance did cover this… but to make matters worse, they asked me to provide multiple documents and evidence (receipts etc), with the whole process taking over 3 months before stating that it would be covered by the policy.

Additionally, my mum had to provide a receipt AND bank statements to get a receipt for an item as they said a receipt was not proof of payment.

Poor service. Not worth having travel insurance that does not cover TRAVEL!!! Buyer be aware

I will only use Cover More in the future as I have never had this bad of an experience.

Flight centre sold me this Europ Assistance insurance and I’m overall very unhappy with Flight Centre and their service as well. Webjet provided their passengers with an alternative and reimbursement on the same day with those people taking the same alternative flight that we did

If I could give a zero review, I would. This outfit is an absolute scam. When they represent that you are covered for 100% of trip cancellation, don't believe them. I had to cancel my trip and go earlier than planned because the company that I consult for requested it. Too bad, so sad. That is not an 'acceptable' reason. I will never deal with these shysters again. 'Caveat emptor' (Buyer beware!)

Stay away. They find a way to refuse your claim. Our claim was due to missed flights due to airlines delay. We purchased trip interruption, flight delays, baggage loss. Submitted all the documents I had plus letters from the airline for the interruption. Submitted my rebooking of flights that cost me an extra 500.00. Still they asked for documents I had already sent. In short , stay away. I wish I would of read all the reviews. I must add after constantly debating my position and resending documents they finally approved my claim. Cheque was mailed May 13/26. This date was given to me by administrator. We are now June 22/26. They asked me to be patient. I finally gave them a direct deposit form. Received my claim , but it took a lot of time and stress which I believe you may give up on the claim and they walk away with a profit. Directed to dispose of the cheque if I get it. Still no check. Do not trust, be warned.

it is a horrible insurance company and a scam. there is no direct communication , no cancelation policy, no emails or contacts whatsoever. it s a scam

Absolutely horrible customer service. They do not allow for any direct line of communication to establish. All communication is from a noreply email so each time you try to ask a follow question or provide my documents you are starting all over again with someone new. An absolute disaster and they just want your money.

Didn’t even get the insurance but they took my money and won’t refund. Ryanair should be ashamed of working with such a shoddy company

Our claim was denied..took it further denied again .. why bother taking out insurance ….will never go through these people that’s for sure , we had no choice in the matter as flight centre use these people …our flight was cancelled due to airspace closure ..and AA said I would get my money back ….all up almost $10.000 down the drain ….. A current affair looking good now

Disappointing Experience – Misleading Insurance Coverage

I purchased a ski pass for Grandvalira, and during the checkout process, I was offered additional insurance provided by Europ Assistance. The insurance was presented as a way to protect against unexpected cancellations, including the possibility to cancel the ski pass within a short time frame (as I recall, up to about 5 hours before use) and receive compensation.

The main reason I decided to purchase this insurance was due to the unstable military situation in my country. I wanted to make sure that if my flight were canceled or I couldn’t travel due to unforeseen circumstances, I would be covered and able to recover my expenses.

However, when I was unable to proceed with my trip, the outcome was very disappointing. The ski pass provider refunded only 50% of the cost, and Europ Assistance refused to reimburse the remaining amount. Their explanation was that this type of situation is not covered under their policy.

While I understand that insurance policies have limitations, this particular exclusion was not clearly communicated at the time of purchase. If such important restrictions exist, they should be prominently displayed and clearly explained. Otherwise, customers may be misled into purchasing coverage that does not serve their actual needs.

In my case, the insurance turned out to be unnecessary and ineffective. I would not have purchased it if I had been properly informed.

Had to cancel our flights. Theoretically, cancellation has been covered as part of AMEX Gold benefits. Submitted the claim since 13 days and still nothing. It's insane how slow everything is and how difficult it is to reach anyone there.

After 4 years of using AMEX, I will cancel my AMEX cards. If that's their insurance, it's pretty useless to use them.

BE AWARE OF THIS COMPANY!
It's ok if there's nothing serious, they will pay for a small event, but if things get serious it is no exaggeration when I say they would RATHER LET YOU DIE than pay anything more than few hundred euros. In short, my father got really sick during our trip and we had to pay for everything even though it was an emergency and we kept calling them to give a guarantee to the hospital in order to get admitted to the hospital. He ended up in the ICU and still there at the moment at the time of this review because we managed to get the necessary money from other sources. In Asia they don't do anything without making a deposit first. I really don't understand how this company still has customers. I came here to give them a bad review, but there's no point, everyone can already see the rating. Worst customer service I've ever had the "pleasure" to deal with.
ALSO BE CAREFUL WITH THE TRAVEL INSURANCE BECAUSE IF IT EXPIRES WILL STOP PAYING in 5 days EVEN IF YOU'RE ADMITTED TO THE HOSPITAL. If you're like me and don't read the entire policy when you buy it from top to bottom, you will probably be surprised to find out that they will only pay maximum 500 euros\day for maximum another 5 days after the policy expired. So if you have an accident on the last day of trip and you need to spend 2 weeks in the hospital you're screwed.

Signed uo to the AMEX Business Platinum card with these guys acting as their new travel insurance people.
Missed an international flight from LAX to NZ with accommodation in between because of a missed connection due to fog delays from Heathrow with an overnight stay.
They deem this to be part of their INCONVENIENCE policy, which only pays out a maximum of £150 per passenger! Lost £4200 as a result of these scrupulous people. Be warned and don't sign up for this service. Took forever and asked for so much irrelevant information about this claim too. Complete time wasters. Not impressed and going to cancel AMEX as a result now too. They should have stayed with AXA.

If there would be 0 or even -5 stars would gladly give it to them!
Will never ever recommend to anyone. All the information ignored! Cancellation policy said I can cancel untill 28th Feb, which I did more than 3 weeks before the deadline! Host cancelled the stay! Refunded for the stay only! All evidence sent! Repurchased new stay WITH THE SAME COVER!!!!! All ignored! Have never dealt with so ignorant provider refusing to cancel the policy!

OMFG is all I can say. Beware people
My experience, two pending snowstorm in the Atlantic Region of Nova Scotia and PEI. Unable to travel from PEI because of snowstorm forecasted. Airbnb was useless. This has nothing to do with the host.
In order to start a claim you're instructed to cancel reservations 1st.
Only to find out that trip interruption cant be claimed until the 1st day of the reservation. But the trip had to be canceled to find this out.
Just beware of this absolute BS
Unfortunately this will reflect on airbnb because their review is next

It is so bad, they won't even let you sign in or forget password. As an Amex customer - they have a seperate portal which is not accessible at all. I have chased Amex and also spoken to Europ Assistance directly. They can't make my account manually either. It is simply frustrating and just a bad overall customer experience.

The communication from the insurance team during an emergency situation was highly unprofessional and disappointing. At a time when clarity and responsiveness were essential, the responses were delayed and lacked substance.

The claim rejection was communicated through brief, one-line emails without any meaningful explanation or detailed reasoning. When further clarification was requested, there was little to no response. This lack of transparency and accountability added unnecessary stress during an already difficult situation.

Policyholders deserve clear communication, thorough justification for decisions, and timely engagement, especially in emergency circumstances.

Extremely disappointing experience. My wife and I are on the same policy, and while her claim was approved, mine was denied—even though both claims were for the same situation. Communication throughout the process was unclear and frustrating. This has left me with very little confidence in the service

In all fairness I was unwell provided a doctors note and payment was received within 10 days. I sent information to evidence cancellation. All completed on the portal didn’t even need to speak to anyone which I was grateful for because I was unwell and missed a holiday.