Travel Insurance Denied in Germany: Appeal Guide

Germany has one of the most structured insurance regulatory environments in Europe, and that structure works in your favour when a travel insurer denies your claim. Whether your policy is with ERV (Europäische Reiseversicherung), Allianz Reise, HanseMerkur, or ERGO Reiseschutz, you have clear legal rights and formal appeal pathways. Here is how to use them.

How Travel Insurance Is Regulated in Germany

Travel insurers in Germany are regulated by BaFin (Bundesanstalt für Finanzdienstleistungsaufsicht), the Federal Financial Supervisory Authority. BaFin oversees licensing, solvency, and conduct standards for all insurance companies operating in Germany.

For disputes, Germany has a well-developed mediation infrastructure:

• Schlichtungsstelle Reise — the arbitration body specifically for travel and travel insurance disputes, run jointly by the German Travel Association (DRV) and other industry bodies
• Versicherungsombudsmann — the insurance ombudsman, which handles complaints across all insurance lines including travel insurance
• BaFin complaint portal — for systemic or regulatory concerns about insurer conduct

Both the Versicherungsombudsmann and the Schlichtungsstelle are free for consumers and their decisions (up to certain claim amounts) are binding on the insurer.

Most Common Travel Insurance Denials in Germany

1. Pre-Existing Conditions (Vorerkrankungen)

Like insurers worldwide, German travel insurers frequently deny medical claims on the basis of pre-existing conditions that were not disclosed at the time of policy purchase. German law requires full disclosure (Anzeigepflicht) — failure to disclose can allow the insurer to rescind the entire policy.

However, German insurance law (VVG — Versicherungsvertragsgesetz) also imposes strict requirements on what questions the insurer must ask. If the insurer did not ask about a specific condition, they have more limited grounds to deny a claim on non-disclosure.

2. Lack of Required Documentation (fehlende Dokumentation)

German insurers have strict documentation requirements. For medical claims, you typically need:

• Original hospital invoices and treatment records
• A medical certificate (ärztliches Attest) confirming the diagnosis
• Receipts for all payments

For cancellation claims, you generally need a doctor's note (Arbeitsunfähigkeitsbescheinigung) or other official documentation of the covered event.

3. Late Notice of Claim (verspätete Schadensanzeige)

Travel insurance policies in Germany typically require claims to be reported within a specific window — often immediately for medical emergencies and within 24–72 hours for other events. Delays in reporting can give the insurer grounds to deny, though VVG protections may apply if the delay was involuntary.

4. Activity Exclusions (Sportklauseln)

Standard German travel policies exclude extreme sports (Extremsportarten). This often includes paragliding, mountaineering above a certain altitude, certain water sports, and motorcycling in some regions. ERGO and HanseMerkur offer specific adventure sport extensions.

5. Inadequate or No Travel Warning Consideration

German travel policies frequently contain clauses referencing Reisewarnungen issued by the Auswärtiges Amt (German Foreign Office). Travel to destinations with an active Reisewarnung may void certain coverages.

How to Appeal a Denied Travel Insurance Claim in Germany

Step 1: Request a written explanation. Ask your insurer for the Ablehnungsschreiben (denial letter) citing the specific policy clause and factual basis for the decision.

Step 2: Review your policy terms (Versicherungsbedingungen). Focus on the definitions section — how does the policy define pre-existing condition, emergency, or covered event? German insurance policies are legally dense but their terms must be legally precise.

Step 3: Gather your documentation. Original invoices, Atteste, booking confirmations, Reisewarnung screenshots, and any communications with the insurer's assistance centre during the incident.

Step 4: File a formal written complaint with your insurer. German law (VVG §14) requires insurers to decide on claims within one month of receiving all documentation. If they deny, the denial must be in writing.

Step 5: Escalate to the Versicherungsombudsmann or Schlichtungsstelle Reise. File online at versicherungsombudsmann.de. This is free, and the ombudsman has the authority to issue binding decisions for claims up to €10,000.

Tips for Success

• Cite the VVG. The Versicherungsvertragsgesetz provides significant consumer protections. In particular, §19 VVG limits the insurer's right to withdraw for non-disclosure if they did not ask the relevant questions.
• German language counts. Submit your appeal in German if possible — it signals seriousness and ensures no nuance is lost in translation by the insurer.
• Get a Krankenkasse confirmation. If your German statutory health insurer (GKV) paid for any emergency treatment abroad, get a written breakdown — this can help establish medical necessity.
• Keep deadlines. The statute of limitations for insurance claims in Germany is generally three years, but acting quickly is still advisable.

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Related Reading:

• How to Write an Insurance Appeal Letter
• Common Reasons Insurance Claims Are Denied
• Internal vs External Insurance Appeal