BKK firmus Reviews 

I have talked with many people from BKK firmus and they were all very helpful and tried their best. I have to point out Christine Dierker, she helped me the most, she stood on line for almost an hour trying to help me fill out forms, translating from Deutsch to English for me and answered all my questions that I had. She deserves a raise and I wish everyone was like her, true professional and trying her best to help. Best regards Dino :)

Just right now my frustration for the past 6 moths is over. Thanks so much to Vanessa. Because of her dedication on solving my issues, listening to my complaints and finding solution is the greatest things. She’s the best!

But the system of uploading the documents through my phone was not a good idea as the program was not designed for a phone. I wish I knew beforehand.

Now my family is all ensured. Thanks again Vanessa your the best!

They answer super fast the phone and are glad to speak English as well

I had been insured by Bkk firmus during my 5years in Germany it was a pleasure. No hiccups.They offered great deals, their customer service is very efficient and quick. There are English speaking customer service representatives ( ask for Mr Brückner). If I have to be insured again in Germany, I would go with Bkk firmus again.

I am with BKK for 2 years now and I have been happy so far. I had a knee surgery and a lot of treatments following the surgery, most of the costs were covered : stay at the hospital, surgery, accessories (I had to pay only roughly 20€ for the hospital, 5€ for crutches and 20€ for a cast that is worth 500€ - which I find reasonable). The physiotherapy is partly covered, I am paying roughly 25€/6 appointments of 20mins vs. 250€ for a private payer.
My insurance also covers one teeth cleaning per year - super easy to find partnering dentist.

I was happily surprised by the great hotline service recently : someone is picking up the phone after only a few seconds - no long waiting time - and I could talk to someone in English. A big thank you to Sir Brückner, who was very human, friendly and helpful!

This insurance isn’t super agile with digitalisation though (difficult to log in to the app, need to receive and send papers per post…). But I think it is a general German problem, not only BKK.

I am beyond frustrated with how my emergency medical claim has been handled. While on a trip, I had a sudden and intense kidney pain. Due to the extreme pain, I went to the nearest emergency room, which was at a private hospital, and diagnosed with kidney stone.

What is particularly disappointing is the inconsistent policy from my health insurance provider, BKK Firmus. Just two years ago, my wife had a similar experience and received full reimbursement for emergency treatment from this exact same hospital without any issues. However, my claim has been rejected with a generic explanation that they can't cover costs from a private hospital outside the EU, with no legal basis provided.

My repeated requests for a clear, legally-sound explanation have been ignored for over 1 month. They have not provided a single legal justification for their decision, nor have they replied to my messages. In the meantime, I found example court decisions that support my reimbursement claims.

My claim is for emergency services only, and I have an itemised list of all procedures performed. Reimbursement should be based on the equivalent cost of the service, not the status of the hospital, especially in a critical emergency. I already paid the bill out of pocket, and now simply requesting reimbursement that would be the equivalent cost in Germany, just like what we received 2 years ago.

I am shocked by this level of service and a complete lack of transparency, which directly contradicts their own prior actions.

I jumped the gun to soon with them. I wanted to have a public health insurance and wanted to go for AOK but my employeer told me to make BKK so I listened and made it. But BKK has given me hell these month. I reviewed badly of them and they contacted me to solve problem. They did I loved how responsive they were on the email after I reviewed them badly and I gave them 4 stars on trustpiot because they listened and guided me because I thought I did something wrong and its not their fault. But now I take back everything. on 15th I registered with them. After 7 days I followed with them they said I was on the system now and they need some time for processing. After 7 days I followed with them and today they are telling me I am not on their system and I should register again. I need public health insurance to renew my visa and I really waited patiently thinking they are good company they might help me but they really let me down. I used to check for post daily hoping that I will get insurance document because I had so positive email. You lost me BKK never never I would recommended to you to my friends. I hope they process my document quickly and hope I can change to AOK or other provider with next employer.

They take care of thing online, their app is simple but effective

I wanted to transfer my insurance from Greece to Germany. I chose to do it by bkk via check24. Apparently I did not understand the contract due to it being in German. They requested some documents that I eventually did not have because as I said due to language missunderstanding I chose and signed the wrong contract.
I thought that due to missing documents the process would not continue. However I received a letter saying that I need to pay 74€.
I made a classmate of mine who is German call them and explain the situation.
(I had no problem paying the 74€ and canceling the contract since part of the mistake was mine).
They said that because I did not understand the contract, by law it is invalid and that I do not need to pay anything , but that I need to send them a written and signed declaration explaining the situation.
That was on 27.03.
On 15.04 I see 213€ subtracted from my bank account. I called them and spoke in English. They said that someone is working on it and I will get my money back.
I wrote them again an email to explain the situation to which I again got any response back. Today is 30.04 I am still missing 213€ and I believe they will get more money from me , for a wrong contract that still misses documents and that I hadn’t understood.
Customer service does not exist for this company.

Worse customer service ever. Applied for the family insurance for my daughter several weeks ago- they requested a proof that I am her mother as we have different last names. Sent the proof more than a month ago. Have written messages, requested phonecalls back to try to see when will I get the card for her, and nothing- no one answers the messages, no one ever called me back. I have a terrible feeling it was a mistake changing to BKK firmus. Now my daughter has a dentist control appointment which I will have to move because she is not officially insured yet due to their incompetence…

I just wonder...
Is there any reason why you always answer here in English and never by email, contact form or even here on Trustpilot in German to the experiences of your German clients, who actually bring you the whole of your еffіng money monthly?
Is that acceptable, that I have to surf on trustpilot.com to surprisingly discover yet a couple of email addresses in your responses to other people's comments where I hopefully would also have been responded instead of seeing those directly on the website of my medical insurance - TYPED IN BIG FAT LETTERS ON A WELL-SEEN AND EASY TO FIND SPOT? ... how d'you figure?..

The sign up process was a mess, 0 communication, waiting for weeks for something to happen. I finally got the card, but my wife didn't even though they have all they requested.

When I called their support, every time I had to talk to a man who clearly doesn't care. He also doesn't speak English at all (their HQ is in Bremen btw! not some rural area) and refused to find someone who does. After me losing my patience, he promised that I gonna get a call back in 2-3 hours. Guess what, that was 2 days ago.

An update (March 11): I sent them the requested information to identify the case. I also contacted them through the form on their website several days ago. Guess what? No one contacted me. No calls, no emails. I really hate this company at this point.

Another update. I sent you the marriage certificate more than 2 weeks ago at your post address. Where else should I send it? Can you message me directly instead of here?

I have been with TK and Audi BKK before joining Firmus. Very quick phone support. Lowest contribution. Good Vaccination and Teeth cleaning options.

Do not recommend. Bad experience, lack of competence, employees provide contradicting information and contact is horrible. Oh well, never again, thankfully!

Very friendly customer service, almost no waiting time when calling them. My girlfriend, also insured with this company does not speak German but had little problems.

Sehr freundlicher und schneller Service, fast keine Wartezeiten am Telefon. Meine Freundin, die auch über die Krankenversicherung versichert ist, spricht kein Deutsch, hatte aber kaum Probleme.

I’ve been 36 years already under this insurance with an excellent service

Absolutely horrible! Very messy if it comes to bills. Really bad service and difficult contact.

Worst Service I have ever experienced...
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1. Not reachable by any communication means

I became a member 1.5 years ago and shortly afterwards moved places. All I wanted is to change my address but it wasnt as easy as one would think. Here's a list of the communication channels I tried to inform BKK firmus about my new address .

- Attempt via post (yes by post because this health insurance still sends you letters, in comparison to other insurances who have everything digital)
The entire year I had the German post mail redirect service, which forwards all letters for a certain period of time to a new address AND informs the sender per letter that the person has changed their address.
I have received over 10 letters in the period from Bkk firmus, always hoping they would finally take the German Post notification about my relocation serously and at least ask me if I really moved... NOTHING! From over 30 letter senders (such as other insurances, institutions, companies, clubs and trade unions) the BKK firmus was the only sender who kept sending the letters to the old address, although they got informed multiple times (at every sent mail - so roughly 10 times...)

- By online forms (when you are on the bkk firmus website, it says that this is a possible way to contact them)
I sent 4 online forms asking to stop sending letters to the old address. I never received a confirmation, never received a reply.

- Using Check24 free address change notification. Check24 notified all other insurances I made throught their platform, as soon as I changed my address. They had to call me to let me know that BKK Firmus refused total receive their message by this channel due to data safety rules... (apparently only valid for bkk firmus)

- By phone - I had to call during my workinghours, which is not well seen at work. Two promises that they would change the address, nothing happened, got another forwarded letter from the German posts shortly afterwards.
Side remark regarding their service again -> their phone hours are maybe appropriate for a watch manufacturer but for a health insurance provider - definetely NOT. You can reach them only in certain hours and the best part is - you can't see their opening hours on their Website, you have to call every time to see they are actually closed.

- For the curious potential customers among you who might wonder why did I not just send them an EMAIL?

That's not possible, unlike any other company in the world BKK Firmus doesn't have emails for customers contact, feedback, bug reports on the website, etc.

- some companies have a web chat but you might guess right - no such thing on bkk firmus website.

I didn't try anything else like going personally to their office, because I live 700km away from their office.
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2. Not sending any payments was my second problem...
(possible due to impossible communication channels where everything gets lost?)
I had 2 receipts I wanted them to reimburse me, 8 months later I still havent got anything from them (150€ receipts )
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3. Not providing enough Information about their service. (also maybe part of horrible communication channels)
I started some health courses and I wanted to know if they will cover the costs, because they say they do in some cases but there's really no real good overview online.
I contacted them via their Web Form, still no reply, I paid the courses by myself of course.

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Summary
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No matter how much money you save from being a BKK Firmus member - DON'T fall for this trap. You will pay way more than to any other insurance company simply because of their impossible service.
If you want them to pay you anything or get anything from them and they are unreachable like in my case, you will have to pay for your costs and you will never get anything back.
I am paying this company thousands of Euros and I didn't even get a proper health card...Just sad.
Choose any other company but not this one.

P.s. when I was writing this review I realized I should have cancelled them after the first unsuccesfull attempt to contact them, so it's big time my fault for losing money with them...