Groupe Henner Reviews 

Submitted my claim for a dental treatment (a very small amount) on 2 December last year. Still shows "in process". Don't even hope to get reimbursed. Happy that my agency switched to another insurance company from this year.

Henner has been the worst insurance experience ever and is absolutely not recommended. The way they handle reimbursements and communication makes basic healthcare usage stressful and discouraging.

## Reimbursement delays

Henner’s reimbursement process is extremely slow, to the point that it feels like a deliberate strategy to make you give up on going to the doctor. Claims take ages to be processed, and you are left out of pocket for long periods with no clear visibility on when or if you will be reimbursed.

## Customer service quality

There is effectively no real customer service. They route you through call centers where the agents often have no idea what they are talking about and cannot give concrete answers or resolve even simple issues. You end up repeating your situation over and over with different people and never getting a solution.

## Communication and email response

Emails might as well be sent into a void: there is no reply, no follow‑up, and no acknowledgment of your issues. Even when health or reimbursement problems are urgent, Henner simply does not respond, leaving you to manage everything alone.

Overall, Henner comes across as an insurer that makes access to care and reimbursement as difficult as possible, with useless call centers and non‑existent email support, and should be avoided if you have any alternative.

I did not receive my insurance email, even though it shows as sent on November 10. I contacted you through your customer support email and the website form, but I have not received any reply for two days.
This delay is affecting my visa process, and I need the insurance document urgently.
Please resend the insurance email as soon as possible.

Henner provide a really good service and really take care of their customers.

Henner is a disgraceful, predatory company. Its 2.1 rating (at time of writing) says everything you need to know.

For context, my mother has been paying into Henner since 1974, over 50 years. Over the 2nd half of 2024, she was taken to hospital with delirium. We contacted Henner in December 2024 to ask what levels of care they would provide.

They sent us a brochure about my mother’s entitlement. Since we were in a crisis, we took steps to put in place care for her on that basis, in good faith. Henner kept moving the goalposts while we were dealing with a crush situation in order not to pay out.

Eventually, they said they would NOT cover the service since we never had an agreement in place - therein completely ignoring the fact that the reason we didn’t have an agreement is because they kept moving the goalposts and took 5 months to respond, while we were dealing with the crisis. They’ve now left us with a £25k bill that we can’t pay.

Since then I have tried to get in touch with them multiple times, I sent them a detailed email in May which has never been replied to, and every time I ring it’s like they’ve never heard about this before. This is an outrageous way to treat my mother who has been paying in for over 50 years for precisely this kind of situation - only for them to try to wriggle out of their dues on a technicality.

They will respond to this message, saying to get in touch to discuss this case. That every customer matters. I will be happy to post an update to this message if Henner come good, but the reality is that I have lost any faith in Henner’s integrity.

I was a volunteer with the European Solidarity Corps in Ljubljana and later in another city in Slovenia. I knew I needed a gynecologist checkup every month due to recurring problems and my volunteer organization assured me that there would be no problem with that because I would have what? Yes, damn Henner insurance! Very soon after my arrival in Ljubljana, I started having health problems and it was time to look for a gynecologist. In the Henner app, there was only one clinic in Ljubljana that had a contract with Henner and had gynecologist services. After calling this clinic, it turned out that no one there knew anything about Henner and they needed time to ask someone else at the hospital about it. OF COURSE, no one ever called me back from this hospital, and Slovenia has very big problems with doctors and I could not find any other doctor. Being already in another city of Slovenia, I realized that in the Henner app in Slovenia there are no clinics at all except for one in Ljubljana and this is indescribable! To my request from the Henner app about whether they could hypothetically reimburse me for an appointment with any other gynecologist or do something with the hospital in Ljubljana, I still have not received an answer. And I said "hypothetically" because the volunteer does not have 200 euros for an appointment with a doctor. I hate Henner for their bureaucracy and uselessness because in the end I was saved by myself and the European insurance card.

I have had terrible experience with this company. During the communication with them regarding the preapproval for reimbursement, they failed to be clear and precise and led me to believe the procedure I was about to undertake will be reimbursed. After the hospitalization, they notified me it will not be reimbursed. I sent the numerous complaint e-mails, stating all the examples of miscommunication on their side but they are refusing to take responsibility for their mistakes. I am shocked and outraged and would never, ever want to do any business with them anymore.

As an ESC volunteer in Italy I had a very bad experience in Italy. When I got sick I tried multiple times contacting through email, phone and the henner application recommend by the company to ESC volunteers. I never got a response. After one month, and when my project was over Henner dared to answer my emails consulting me what to do in case I get sick. So aside from this disservice, the service they offer is bogus. To sum up the email I received, henner covers "complementary costs". The rest is covered by the European Health Insurance Card. My advice is not to participate to an ESC project if you have no health insurance from your country because henner will not assist you at all. You are on your own.

I am their client for over 2 years and never had an issue. The app reimbursement is straight forward and easy for me to put the claim in. It takes time sometimes to get the money back but I am very pleased so far with their system. I am mentioning here the expenses I was putting from my own pocket.

I am currently waiting for scheduled operation and I had to ask for approval in advanced and their direct payment - and yes that in deed is taking some time - I guess I am about to see if they will pay out, I hope so :)

I had to go to the dentist while I was in Sweden because my wisdom tooth was coming out and biting my inner chick while eating and getting infected.
For reimbursement the process was very burocrátic and long. I had to send all the documents to my national health service, then they would need to send it to Sweden, and after receive the statement from these agencies saying that they can't reemburse me as a national or European health service. Then I would have a proof to send to Henner. I prepared all documentation and sent to my national health service, which they never replied. I end up giving up because it was taking too much energy and time.

I've been unable to access my account since much earlier this year.
I receive "Using a Trusted Device is Required for this action", from any device that I have tried, even devices I've used before to access my account.

My emails get ignored, or I receive an automated 'Log into your account for all your service needs' email...

I have almost €2,000 of medical bills outstanding, some of which are now outside of the 6-month period.

My company was previously with BUPA and Cigna, so I have enough of an experience to have expectations. But three months waiting for a response is poor.

Today I emailed the CEO in the hope that I can get access to my account reinstated.

I broke my glasses during my volunteering program and henner kept asking me for irreproachable documents.
Moral of the story: They just care about keeping the money for themselves.

Henner was my complementary insurance during my European Solidarity Corps volunteering project. It is the worst insurance company that I had to deal with up until now.

They denied dental claims, even though dental is clearly covered and not just for emergencies.

They asked for unreasonable documents, that my primary insurer wasn't compensating me. I have provided all they asked for, but the claims are not processed.

AVOID this insurance company.

I am so dissapointed that each time a different person contacted me, it seems they are trying not to start my portability rights since months.

First of all, terrible communication. Always different people on the email, always sending me the link to a wrong login portal, in French (this is supposed to be an international insurance company?). I am lucky to have a very friendly insurance broker who I have been with for nearly a decade act as go-between, otherwise I wouldn't have stayed with them as long as I did.

Recently, I did need Henner insurance and it was a disaster. I had a serious health scare and needed an operation. I called from a reputable hospital with international wing which I was sure would be in their direct-billing list. They told me it wasn't, and that I should pay upfront. This was quite a lot of money to fork out, and added stress to what was already a very scary experience. Later, I found out the hospital is indeed on the list for direct billing. They gave me a weak apology. Then, the reimbursement took longer than expected, and emails went unanswered for a week at a time.

It gets worse. In the login portal I can't see or change all my personal details, so my recent reimbursement was sent to a bank account in my previous country of residence that I haven't used in years, and it was stressful to recover the money. Which I had forked out upfront, because of their mistake.

I'm changing insurance because I never want to experience this kind of shambles again, on top of stressful health issues.

I used to get good service from them but it seems that they are no longer interested in keeping their clients. Zero customer response or feedback to any queries, comments or concerns.

If I could give negative stars I would. Horrific service, horrible communication. Unfortunately I had no choice but to be insured with them through my employer and it was worse than having teeth pulled while awake by a man with an old blunt hack saw. Horrific doesn't even BEGIN to cover it.

In October, I was hospitalized at Farrer Park for a slipped disk. Despite knowing Mount Elizabeth wasn't covered, my doctor insisted treatment there would be reimbursed by Henner. After confirming with Henner, I was assured coverage. However, upon claiming the bill, Henner denied reimbursement. Their subsequent disregard, including addressing me by the wrong name, epitomizes their patient indifference. Such unethical behavior is intolerable; I am not merely a number. This $160 issue raises concerns about potential future claims. Considering legal action against Henner seems warranted, as their blatant dishonesty cannot be excused.

I am deeply disappointed with the services provided by Henner Insurance Company. My experience with them has been nothing short of a nightmare. Their lack of responsiveness, poor follow-up, and overall carelessness have led to significant consequences, including the cancellation of my scheduled surgery not once, but twice.

First and foremost, Henner's customer service is abysmal. Whenever I attempted to reach out with concerns or inquiries, it felt like I was shouting into a void. Their response times were exasperatingly slow, with weeks passing by before I received any sort of acknowledgment or resolution. It was incredibly frustrating to be left in the dark, waiting for a response that seemed to never come.

The real issues arose when I needed to proceed with a surgery that was crucial to my health. Despite providing them with all the necessary documentation and adhering to their specific requirements, Henner displayed a shocking lack of follow-up and organization. They repeatedly failed to review my case promptly, resulting in unnecessary delays and complications.

As a result of their negligence, I was forced to cancel my surgery not once, but twice. Each time, I had to endure the disappointment and inconvenience of rescheduling, not to mention the toll it took on my physical and mental well-being. The fact that Henner displayed such a careless attitude towards my case is unacceptable and unprofessional.

Insurance companies have a vital responsibility to ensure their clients receive the support and coverage they need. Unfortunately, Henner has proven themselves to be wholly inept in fulfilling this duty. Their failure to prioritize their customers and their lack of attention to detail have caused me immense frustration, anxiety, and unnecessary suffering.

Based on my personal experience, I cannot in good conscience recommend Henner Insurance Company to anyone. Their poor responsiveness, lack of follow-up, and overall disregard for their clients' well-being make them a company to avoid at all costs. I sincerely hope they take these criticisms seriously and make significant improvements to their services, but until then, I strongly advise looking elsewhere for insurance coverage.

I don't understand all the negative reviews - it's a really good health insurance, that pays pretty much everything all the time for me.
They are friendly, the respond fast.

I've never had any negative experience with them in the past 1.5 years.