ottonova Reviews 805

Every time you claim a reimbursement (from a dermatological check-up to an oculist one, etc), they get back asking multiple (uncorrelated) documents, though those treatments must be fully reimbursed as per the contract. Consider losing roughly 1 day of work for your early visits, because of the time the reimbursement process takes. After a while, as they keep asking documents they already have, it is sufficient to send a fax (legally binding) saying that they already have that document. This is the only thing that make them act fast.
Do not enter a contract with them because you will be binded for 2 years in this mess. I am trying to get out as soon as I can.

Within two years I requested two invoices for takeover and I experienced quick and uncomplicated service. So very happy so far!

The processing time is crazy, you can wait for 1.5 month for the invoice to be reimbursed! That's totally unacceptable!! And to stop this insurance working you have to send the notice almost one year prior... Don't recommend to anyone, they are telling me for three months already that they will speed up the process of reimbursement but it takes them even longer every time!

I can’t seem to get an appointment with a doctor for a physical, in 2.5 years. I’ve been having weird headaches for a year, where I get large black blanks in my vision (where I can’t read or drive) and accompanied by waves of nausea and total fade outs. Sometimes instead the headaches are accompanied by fingers in one hand going suddenly numb, like they’ve fallen asleep, but I’m sitting or standing and nothing is constricting my arm. Since I can’t seem to get a doctor to see me in person, I will wait until it is serious enough to go to the emergency room, like any American with no health insurance does. I heard Germany was supposed to be better but I guess it’s not, and Ottonova is not better than public insurance would be.

Unacceptable processing periods. Over a month to refund you on doctors bills.

Everything was perfect in the past.

The app is easy and nice, it even had a section telling you when you should plan some essential and insured doctor check-ups. The app is still greatly designed, but this feature is removed.

Their online chat used to have people responding within minutes. Now it takes about a day or two.

And to the most important part - I am waiting for almost a month for one reimbursement. I am waiting for 16 days now for some other ones. This really distorts my cashflow planning, and regardless, this is the most important element of the service - which makes the whole service now *NOT WORTH IT*

Life changing. Moving from public to private insurance (ottonova) was the best decision ever. They’re quick, efficient, respond fast, speak great English. It’s highly recommended as an expat living in Germany!

While it is important to note that my first contact was quite nice and professional in communicating with me. I feel frustrated that I wasted my time reaching out to get a quote.
I disclosed that I recently got on ADHD medication and was told there was no point making me an offer as they would reject me down the line any way since I would be seen as having an ongoing treatment, hence, a higher health risk.
I sincerely would have loved to have seen this info upfront (via a questionnaire etc) so I would not have wasted time clearing out my schedule to speak to someone and get turned down because god forbid I have ADHD.

5 stars for the person I spoke with but I hate that I ever mentally got invested in trying to make a switch.

Very smooth and pleasant experience so far

Simplest and best private insurance in Germany. Highly recommended.

If you travel, this is not an insurance for you. I travel inside the European Union and more and more they make up excuses not to pay bills. The contract says that if you stay less than 6 months abroad, then it should be covered. Well, they are asking me for ways to show that I am spending time in Germany. I sent plane tickets. Now they want more. Should I show my bank statements? Hey this my privacy!
Beware that if you travel and use Ottonova, they make trouble!

ottonova was the only private insurance I had while living in Germany, so I can't make comparisons with others.

Yes, monthly rates are expensive (and prices kept increasing over the last two years), but they've always been extremely efficient and helpful with me. The application process has been very meticulous, but I would expect nothing less from a private insurance. To me, the fact that they take into account every health-related matter when screening future patients is a good indicator of a solid insurance — I personally don't find it discriminatory.

Customer service via chat is completely in English and assistants usually answer quickly and proactively. They book appointments for you trying to meet all your requirements, and provide you with complete and clear info every time. Also, my expenses have always been approved and refunded quickly, within a few days, and 100% digital via their brand new app. I never had bad surprises and whenever I had doubts, they kindly clarified everything immediately.

My experience with ottonova has been very positive. In case I relocate back to Germany in the future, I'd choose them again for sure.

Thank you and keep up the good work! 👍

The app is nice and that's about it. If you want the basics like a dental cleaning they will cover it (though if you save the 25 per month you could do it by yourself), but as soon as you need something more expensive they start asking for documents, like a dental status from the past. This is not easy to get if you've been through several dentists, which is normal in Berlin. Why don't they ask for this at sign up? Of course they make it as easy as possible to sign up and then you have to deal with the hassle.
The idea to get an extra dental insurance is to have peace of mind and not be to be dealing with paperwork. I get it they have to make it hard for people so in the end you give up, most insurances do that but I'll cancel my contract as soon as the two mandatory years go through. Waste of time and money.
Think twice about getting it.

I recently applied for private health insurance with Ottonova, and during the application process, I was asked if I have done any therapy in the past ten years. I said yes, I had seen a therapist on my own regard in the past ten years to help me deal with a relative’s death. Someone died and I was feeling a bit sad, so I looked for a bit or help on how to deal with it. I didn’t (and I still don’t) have any mental illness or disorder. I just decided to deal with it in a more professional way than “just being sad”. However, I was shocked and disappointed to find out that my application was rejected solely based on this fact.

Having this question as a “yes or no” situation shows how Ottonova doesn’t know how to treat its customers as people and just treat them as numbers.

I wouldn’t be surprised if you end in need of important medical attention in the future and they reject you because “you didn’t look like it during the interview”.

Edit:
The worst thing is that they don’t even care about reading. Just look at the reply, I stated that I did therapy, not that I need (and I explained this to the spokesperson) and they are still replying that they can not accept me because I “need therapy”. I broke my arm once in the past? Are you going to assume that I will be constantly breaking it too?

They reject based on allergies and a couple of small illnesses in the past. When questioned about reasons, they refuse to give any reason and then even proceeded to tell me they will NEVER offer insurance to me in the future. Even if I ask about my own data, they cite GDPR and say they can't see/say anything. What kind of GDPR practice does not allow a person to access data stored about them?!

I had a very bad experience with them.
I don't recommend

Great! Modern, easy to use, excellent support, and able to work in English.

+ Very convenient app and the Concierge service

- Feels quite expensive (cheaper than Huk-Coburg, but still over €650 per month for a family of two. But maybe all health insurance plans are as expensive in Germany, I don’t know. And we are very far from using all of the money we are paying)

I wish they automated further the whole payment process. After every visit to a doctor, you need to wait for a few months before the bill arrives. Then you have to make a bank transfer (and manually enter the doctor’s account info). Then you have to scan and send the bill to Ottonova. Then you wait a day or two before they reimburse you. Then you wait for another day to see it in the bank account. I wish it all was just taken care of and I only saw automatic charges from my account and received monthly financial reports. This is probably the way things work in Germany and not Ottonova’s fault. But being this modern health insurance company, I hope someday they will push the envelope)

For anyone with public health insurance, thinking about getting this extra dental insurance with ottonova, don’t do it. Firstly, the no waiting period means nothing. I sent a claim within 3 months and they used that fact to reject the claim. Also, it’s known that public health insurance covers very little for dentist work. But they actually don’t cover any claims, if public health insurance doesn’t ‘participate’. So what’s the point? That’s right, there isn’t a reason to go with them for dental health insurance.

For me as a foreigner (no expat) living in Germany, Ottonova was an excellent insurer and far exceeded all my expectations. In fact, after being insured publicly for 7 years, changing to Ottonova was like stepping into a sunlight as it completely turned around my previously negative experience on german healthcare into something much more positive. Loved the app, the concierge service, response time and overall the easiness of use from scanning the receipts, getting doctors appointments etc. Not the cheapest one but definitely worth every cent and more!