HanseMerkur Reviews 

Anytime you need something from them it takes ages to come back to you or pay for your expenses. Especially when the amount is a lot they need a person to review it and that takes over a month. On top of that, they suddenly started to take 20% off my expenses reimbursed simply because they 'dont know if its coming from a registered doctor' when in fact I have had this medication for 2 years now. Its blatant theft.

Hanse Merkur customer service very kind and always available. The access to the service via app is also very smart and easy

Absolute trash insurer. My cat visited the vet 2 months ago and they are still processing my reimbursement!!!! I have spent more than 2000 EUR for insurance so far and I cannot get 250 EUR back because of their lazy processing and incompetent staff WHO HUNGS UP ON YOU AFTER KEEPING YOU WAITING FOR 10 minutes. I hope you guys spend the money you make off of me in hospitals and medications. Absolutely disgraceful

*with due respect to social team for their responsiveness but I need whomever responsible for reimbursements to contact me not you people.

I requested to claim a luggage damage for less than 40€ (I pay 131€ per year) and the case is still not close despite all the evidence/documents uploaded. It has been more that 5 months since the ticket and no updates have been provided.

During my vacation travel I had an injury. While Hanse Merkurs hot line works when you have a questions about hospital admittance (third party answering the calls), I wasn't able to get anyone from Hans Merkur to answer the emergency line nor I got a reply after sending email. I really needed support to decide what next actions would be covered by my insurance and what not, but failed to get any support. I have now returned from the travels and made a claim in their overly complicated online reporting system, so fingers crossed.

The online claim process was clear and straightforward. The questions were easy to understand, and it was simple to upload the required documents. Overall, a good experience so far.

The online claim form was detailed and allowed me to upload all the required documents without creating an account. I am still waiting for the claim to be processed, so this review refers only to the online submission experience.

Easy to fill in online form and response within 6 weeks 👍🏿

Paying every month and every invoice is denied. What is the point?

Update 13.07.2026:

After my review, my issue was resolved quickly. Many thanks to the Social Media team for their support.

It’s just a pity that it took a public review to get the issue resolved, instead of having it handled directly through customer service.

***

I prepaid two years of private health insurance for my daughter in 2025. Since then, HanseMerkur has mishandled the tax reporting process in every possible way.

As of today (July), they still have not reported my 2025 prepaid insurance contributions to the German tax authorities (Finanzamt), although this should have been completed by the end of February, as per the law. They have also failed to provide me with a 2025 tax certificate on paper (Bescheinigung für Finanzamt).

This is despite dozens of follow-ups by phone, email, and through my insurance broker over the past several months.

As a result, the tax office rejected my 2025 tax deduction. I now have only a couple of weeks left to file an appeal to Finanzamt, yet HanseMerkur continues to ignore my repeated requests to urgently correct this issue.

If I do not receive my 2025 tax certificate within the next week, I will have no choice but to escalate this matter to the insurance regulator and seek legal assistance. I face significant financial losses because of HanseMerkur’s failure to fulfill its legal reporting obligations, despite of having paid my daughter’s insurance premiums in full and on time in 2025.

Horrible app. Just horrible. The menu makes no sense, UX processes were made random without sense and logic, if you have more than 1 contract, the app will add every invoice to the first one, the whole thing is useless. It is a pain to open it and use it. The project manager and the UX designer (if there was one at all) should be fired

Claim 2026.0395709.6. We had to cancel a tour to Balkan due to illness. TSS had recommended a complete travel insurance from HanseMerkur. We got a cancellation invoice from TSS and sent all required documents by DAO to an address that turned out to be wrong!! Having received the documents back from DAO we sent them by mail to HanseMerkur. Having reminded them several times they asked for bank details and a medical certificate which we sent to them and expected to receive the amount of 11618 DKK. At long last we got 858 DKK which almost cover our costs for the medical certificate and DAO. We are still waiting for the total amount of 11618 DKK. Until then we must recommend everyone: NEVER USE HANSEMERKUR Reiseversicherung. Nanna Borup Now we have waited 7 days more - still no reaction!!! Too bad! But we are still hoping.
We are still waiting ……. … why do we not hear from you and why do we not get our money????

Clear instruction, guide line to fill up the related documents.

It was easy to use. Perfect!

Worst company I've ever in my life dealt with. I hate them so much. They constantly take weeks-months to respond to anything, and they never ever solve any issues. Over a month ago, they had trouble taking money out of my account, I immediately sent them the form they needed to try again to take money out. They didnt do it. They waited until another payment wasnt processed and now they are charging me for both and also charging me for both months of extra fees. Even though I sent them the form a month ago. Oh, and they only just emailed me back today. Worst customer service I've ever experienced.

I have bought insurance for my Erasmus stay. Buying the insurance was quick and easy.
Submitting a claim is technically easy as well - but it ends there. I put in my claim via email per a recommendation by the representative of HanseMerkur. Once the claim is submitted, there are no updates possible for the process.
I do not understand the bad reviews regarding customer service as the people have been very friendly when I called and I also always reached someone (I speak German). I once called beforehand to make sure my claim would be covered and the representative told me that it was indeed covered under the policy I purchased. Since then they unfortunately could not give me updates on the processing of my claim - I was told multiple times that it was submitted, but nobody could tell me an (even estimated) duration for it to be processed. I have submitted my first claim around two months ago and was waiting for another invoice to add to the case that I added last week.
I am not sure when I will receive payment.
This insurance could be great if changes in the communication during the process would be made. The way it is now leaves customers with a lot of uncertainty.

I submitted a claim and provided all the requested information. However, despite sending follow up emails and trying to call, I did not receive any response from the claims department.
Because of this delay and lack of communication, I missed the opportunity to reduce my loss. This is very disappointing for an insurance company that should support customers in difficult situations.