Support is helpful but company suffers from a systemic issue when it comes to claim processing times. Sometimes I'm out of pocket long before I get reimbursed. Customer service seem to give cann... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I was stuck in a problem for delayed appointment of my visa extension. I was bit scared due this since it's getting expired. But the customer service understands the situation and provided enough time... See more
Company replied
As not young student I have better conditions in comparison to regular ones. Over a year ago I had to wait for four-digit sum insured over 4 weeks. But now the confirmation came on next day in ottonov... See more
Company replied
I love direct contact system in apps .i can chat and get customer service anytime , anywhere. Although sometimes reimbursements are little late they never refuse the expenses. Customer service teams a... See more
Company replied
Company details
Information provided by various external sources
Entdecke Deutschlands erste Krankenversicherung, die so digital ist wie du. Online abschließen, App runterladen und Premium-Leistungen genießen.
Contact info
Ottostraße 4, 80333, München, Germany
- ottonova.de
3.9
Great
954 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great Application
1 July 2026
Reply from ottonova
Hello,
Thank you very much for your positive review!
We're happy to hear that you had a great experience. Your feedback means a lot to us.
Best regards,
ottonova customer support
Reply from ottonova
Hi,
Thank you for your kind feedback!
We're happy to hear that you had a helpful experience with our team. Thanks for taking the time to share your feedback.
Best regards,
ottonova customer support
Reply from ottonova
Hey,
We’re so pleased to hear that everything went perfectly for you. Thanks a lot for your kind feedback!
Greetings,
ottonova customer support
Good customer service
23 June 2026
Unprompted review
Reply from ottonova
Hey,
Thanks for sharing your experience with us! We're delighted that you were happy with the support you received.
Greetings,
ottonova customer support
I love direct contact system in apps .i…
I love direct contact system in apps .i can chat and get customer service anytime , anywhere. Although sometimes reimbursements are little late they never refuse the expenses. Customer service teams are supportive , fast and nice . I hope you Ottonova keep such a kind of good service forever .
19 June 2026
Unprompted review
Reply from ottonova
Hi Khine,
thank you very much for your great review!
We're so glad to hear you appreciate our support from our customer service team. We are committed to maintaining this level of service.
Greetings,
ottonova customer support
Reply from ottonova
Hey,
Thank you for your review! We are so happy to hear that you had a great experience!
Greetings,
ottonova customer support
They solved my problem via the live…
They solved my problem via the live chat and informed me about every question I had in my mind
17 June 2026
Unprompted review
Reply from ottonova
Hey Atakan,
thank you very much for your great review!
We're so glad our team could assist you so well and answer all your questions.
Thank you for your kind words!
Greetings,
ottonova customer support
Terrible insurance company.
Terrible insurance company.
Reimbursement claims are processed extremely slowly. It took more than two months for my medical bills to be reimbursed, and claims related to incorrectly or unlawfully charged fees take even longer.
After I terminated my contract, the company continued to charge my monthly premiums. In my experience, most insurers stop collecting payments immediately once a contract has been finalized and terminated. I had to cancel the direct debit authorization myself to prevent further charges.
I have now been waiting for more than four months for the reimbursement of these wrongly collected premiums. The only response I receive is that the matter is "being reviewed," with no clear timeline or resolution.
Due to the lack of progress, I have already filed a complaint with the Versicherungsombudsmann. Unfortunately, it appears that involving a lawyer may be the only remaining option, which is both costly and time-consuming.
Based on my experience, I cannot recommend this company. If you value prompt reimbursements, transparent communication, and professional contract handling, I would strongly advise looking elsewhere
15 June 2026
Unprompted review
Reply from ottonova
Hello Jens,
Thank you for your feedback. We are very sorry to hear about your experience and understand your frustration.
Unfortunately, a number of circumstances in your case led to delays in processing your request. We sincerely apologize for this. Of course, you are entitled to receive a refund of the contributions you have overpaid.
We have arranged the refund today, so the money should be credited to your account within the next few days
If you still have any open questions or would like to discuss the details of your case, please feel free to contact our customer support team directly via support@ottonova.de. We would be happy to help clarify any remaining concerns.
We would like to apologize again for the inconvenience and wish you all the best for the future.
Kind regards,
ottonova customer support
Narges agent good service
Narges, the girl who helped me with my concerns, was really great and helpful. She managed to help me with all the doubts I was trying to get sorted via email and chat and not getting anywhere, she did it in just a call.
15 June 2026
Unprompted review
Reply from ottonova
Hey Violeta,
we are so happy to hear that our team member provided such excellent and efficient assistance for you. We really appreciate you sharing your positive experience with us.
Thank you!
Greetings,
ottonova customer support
It was really good
It was really good. Michael really helped me with the issue that I was facing at the moment. I was really stressed, but he was very calm and helpful, and by the end, it was sorted and my issue was resolved.
12 June 2026
Unprompted review
Reply from ottonova
Hello Sana,
thank you so much for sharing your positive experience with us!
We are so glad to hear our team member provided such good and helpful service for you.
Greetings and all the best,
ottonova customer support
Support Service Issues
I have requested support and emailed them many times regarding my request. It's taking them a long time to respond and resolve the issues. Yet, here, I am reading the reviews and I saw that they replied to the reviews and encouraging people to contact support that don't reply at all. Perhaps they would reply after a long time (maybe after a decade)... I hope you hire more people.
1 June 2026
Unprompted review
Reply from ottonova
Hello,
thank you for taking the time to share your feedback.
We sincerely apologize for the delayed response and the frustration this has caused. We completely understand how disappointing it is when you have to follow up multiple times and still feel that your concerns are not being addressed in a timely manner.
Providing reliable and responsive support is very important to us. We are actively working to improve our response times and appreciate your patience as we continue to address these challenges.
If your issue has not yet been resolved, our customer support team can be reached via the concierge service in the ottonova app or by email at support@ottonova.de.
Kind regards,
ottonova customer support
Reply from ottonova
Hey Tom,
thank you for your great review and taking your time writing it!
We're happy to hear that you are happy with ottonova & our services.
All the best,
ottonova customer support
Great customer service
5 June 2026
Unprompted review
Reply from ottonova
Hey there,
thank you for your great review. We really appreciate it!
Greetings,
ottonova customer support
Customer service and general structure…
Customer service and general structure is phenomenal. They help me in a kind and professional way . Honestly I would not expect myself being happy with an insurance company but here I am
2 June 2026
Unprompted review
Reply from ottonova
Hey Özgür,
We're so glad to hear you're happy with our customer service and structure.
Thank you for your kind words & great review!
Greetings,
ottonova customer support
Amazing service providided with quick…
Amazing service providided with quick resolution
2 June 2026
Unprompted review
Reply from ottonova
Hey Abdul,
we are happy to hear that you had a great experience with our services.
Thank you very much for your great review!
Greetings,
ottonova customer support
Very helpful customer service
It has been 3 months now, customer service is great, very helpful and you can get an answer quickly.
27 May 2026
Unprompted review
Reply from ottonova
Hey Aylan,
thank you for your great review!
We are very happy to hear you've had such a positive experience with our customer service! We appreciate your kind words.
Greetings,
ottonova customer support
Thank you
Thank you, Narges!
Have a nice day as well. No complications just clear communication.
26 May 2026
Unprompted review
Reply from ottonova
Hey,
thank you so much for your great review!
We are very happy to hear you've had such a positive experience with our customer service! We've forwarded your feedback :)
We really appreciate your kind words.
Greetings,
ottonova customer support
Their concierge system is perfect
Their concierge system is perfect. I got a very rich and detailed help from a concierge Narges.
19 May 2026
Unprompted review
Reply from ottonova
Hi,
thank you so much for your kind words! We’re really happy to hear that you had such a great experience with our concierge service and that we were able to support you with detailed and helpful guidance.
All the best,
ottonova customer support
They Fixed my problem in a very humble…
They Fixed my problem in a very humble way. I just loved their service.
8 May 2026
Unprompted review
Reply from ottonova
Hey Faria,
thank you for your review and feedback. We’re happy to hear that we were able to help you quickly and that you’re satisfied with ottonova.
All the best,
ottonova customer support
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.