Based on recent customer reviews, Azoza (formerly Europ Assistance) presents a sharply divided experience. Contractors and panel service providers praise reliable payments, clear coordination and supportive management, naming individuals who keep claims moving. Policyholders, however, report stalled home emergency and travel insurance claims, unanswered follow-ups, low payout limits and staff described as unreachable or lacking empathy during bereavement. Internal payroll and HR matters, including incorrect SARS directive numbers and delayed withdrawal claims, add further frustration, with several customers escalating to ombudsman bodies.
Replied to 100% of negative reviews
Reply time on negative reviews: 35h 35m
TrustIndex
4.3
Ranking
#16
in Brokers
Reply Time
29h 42m
NPS Score
-34
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 35h 35m
Nov '25 - Oct '26
Frequently Asked Questions About Azoza
What do customers say about Azoza?
Based on recent customer reviews, Azoza (formerly Europ Assistance) presents a sharply divided experience. Contractors and panel service providers praise reliable payments, clear coordination and supportive management, naming individuals who keep claims moving. Policyholders, however, report stalled home emergency and travel insurance claims, unanswered follow-ups, low payout limits and staff described as unreachable or lacking empathy during bereavement. Internal payroll and HR matters, including incorrect SARS directive numbers and delayed withdrawal claims, add further frustration, with several customers escalating to ombudsman bodies.
Is Azoza trustworthy?
Azoza has a TrustIndex of 4.3 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 35 hours 35 min. Hellopeter has tracked Azoza across 149 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2018
Poor Travel insurance Claims Administration and Lack of Communication
Formal Complaint Regarding Poor Claims Administration and Lack of Communication – Policy *** (Travel insurance Old mutual) I am writing to formally lodge a complaint regarding the handling of my travel insurance claim under Policy Number *** with Old mutual and administered by Azoza. My concern is not only the delay in processing my claim, but the repeated lack of communication and the fact that progress on the claim appears to occur only when I make telephonic follow-ups at my own expense. The chronology of events is as follows: 1 September 2026: I submitted my initial claim notification. 2 September 2026: I submitted the completed claim form, supporting documentation, and consent required to process the claim. After submitting the requested information, I received no communication, update, acknowledgement of receipt, or request for additional information for approximately three weeks. 22 September 2026: I had to contact AZOZA telephonically to enquire about the status of my claim. During this conversation, I was advised that additional information was required and received an apology for the delays and the manner in which the claim had been handled. Following this request, I contacted Emirates myself to obtain the required documentation. Emirates advised that they do not provide the specific written confirmation requested and that the only available document is a delay certificate. 29 September 2026: I submitted the delay certificate, supporting airline correspondence, revised itinerary, and proof of payment for the accommodation being claimed. After submitting these documents, I once again received no acknowledgement or communication confirming receipt. Only after another telephonic follow-up from my side today was I informed that the documents had been received. This pattern is extremely concerning. At every stage of this process, I have responded promptly and provided the information requested. However, I have repeatedly had to initiate contact with your offices to obtain updates and establish whether my claim is progressing. Had I not followed up telephonically on 22 September 2026 and again today, I am not convinced that any progress would have been made on my claim. As a customer, I should not be required to continually incur the cost and inconvenience of making follow-up calls simply to obtain basic updates or confirmations of receipt. What I find particularly disappointing is the absence of proactive communication. Acknowledging receipt of documentation and advising claimants of outstanding requirements are fundamental aspects of customer service and claims administration. Unfortunately, this has not been my experience. I therefore request: A formal investigation into the handling of my claim. A written explanation for the repeated failures in communication. Confirmation of the current status of my claim. Confirmation of whether any additional information is still required from me. An expedited review of my claim given the delays and service failures experienced to date. A clear timeline for when I can expect a final decision. I have acted promptly and in good faith throughout this process and would appreciate the same level of diligence and responsiveness from your organisation. I trust this complaint will be treated with the seriousness it deserves and I look forward to receiving a substantive response as a matter of urgency.
1 reviews | Active since Jul 2018
Poor Travel insurance Claims Administration and Lack of Communication
Formal Complaint Regarding Poor Claims Administration and Lack of Communication – Policy *** (Travel insurance Old mutual) I am writing to formally lodge a complaint regarding the handling of my travel insurance claim under Policy Number *** with Old mutual and administered by Azoza. My concern is not only the delay in processing my claim, but the repeated lack of communication and the fact that progress on the claim appears to occur only when I make telephonic follow-ups at my own expense. The chronology of events is as follows: 1 September 2026: I submitted my initial claim notification. 2 September 2026: I submitted the completed claim form, supporting documentation, and consent required to process the claim. After submitting the requested information, I received no communication, update, acknowledgement of receipt, or request for additional information for approximately three weeks. 22 September 2026: I had to contact AZOZA telephonically to enquire about the status of my claim. During this conversation, I was advised that additional information was required and received an apology for the delays and the manner in which the claim had been handled. Following this request, I contacted Emirates myself to obtain the required documentation. Emirates advised that they do not provide the specific written confirmation requested and that the only available document is a delay certificate. 29 September 2026: I submitted the delay certificate, supporting airline correspondence, revised itinerary, and proof of payment for the accommodation being claimed. After submitting these documents, I once again received no acknowledgement or communication confirming receipt. Only after another telephonic follow-up from my side today was I informed that the documents had been received. This pattern is extremely concerning. At every stage of this process, I have responded promptly and provided the information requested. However, I have repeatedly had to initiate contact with your offices to obtain updates and establish whether my claim is progressing. Had I not followed up telephonically on 22 September 2026 and again today, I am not convinced that any progress would have been made on my claim. As a customer, I should not be required to continually incur the cost and inconvenience of making follow-up calls simply to obtain basic updates or confirmations of receipt. What I find particularly disappointing is the absence of proactive communication. Acknowledging receipt of documentation and advising claimants of outstanding requirements are fundamental aspects of customer service and claims administration. Unfortunately, this has not been my experience. I therefore request: A formal investigation into the handling of my claim. A written explanation for the repeated failures in communication. Confirmation of the current status of my claim. Confirmation of whether any additional information is still required from me. An expedited review of my claim given the delays and service failures experienced to date. A clear timeline for when I can expect a final decision. I have acted promptly and in good faith throughout this process and would appreciate the same level of diligence and responsiveness from your organisation. I trust this complaint will be treated with the seriousness it deserves and I look forward to receiving a substantive response as a matter of urgency.
1 reviews | Active since Aug 2022
Be careful of AZOZA and ABSA Home COVER
Well this company is BAD, they worked with ABSA home cover under the name Europassistance and maybe they still work with them. I took my home Cover with ABSA Home insurance. In August 2025, Our area had a power surge which caused a lot of damage to our electrical appliances. I Called Absa in a panic and spoke to a lady who then promised to send someone to assist me. Then I received a text that a service provider will be coming. The guy came and he did not have a clue what he was doing. I will say so because he said that my circuit board was damaged and needed to replace the circuit breakers. This guy charged me R4900 and said the Bank will refund me, he needed to buy the Equipment to fix and it was a Sunday morning. He left us like that and went to buy things. Came back with a Lady and worked on the DB Box, when he left the lights were on but some plugs were not working. I Called ABSA to let them know. They sent another Electrician, the guy confirmed the installation was not done correctly. Even the Earth leakage was not connected. The guy left and Absa brought the Third guy who came and worked in my house checking and correcting Everything for 3 Hours. I paid him R200 which was okay with me. Unfortunately ABSA refused to buy my damaged Stove and Oven even though my claim was legit. I took them to the insurance Umbudman, I took them a Year to investigate and even as I have given all necessary evidence. The Bank says I called my own technician and that my electrical wiring does not comply. They are distancing themselves from these people. I have lost a lot of money and patience. ABSA home cover is just as bad.
1 reviews | Active since Aug 2022
Be careful of AZOZA and ABSA Home COVER
Well this company is BAD, they worked with ABSA home cover under the name Europassistance and maybe they still work with them. I took my home Cover with ABSA Home insurance. In August 2025, Our area had a power surge which caused a lot of damage to our electrical appliances. I Called Absa in a panic and spoke to a lady who then promised to send someone to assist me. Then I received a text that a service provider will be coming. The guy came and he did not have a clue what he was doing. I will say so because he said that my circuit board was damaged and needed to replace the circuit breakers. This guy charged me R4900 and said the Bank will refund me, he needed to buy the Equipment to fix and it was a Sunday morning. He left us like that and went to buy things. Came back with a Lady and worked on the DB Box, when he left the lights were on but some plugs were not working. I Called ABSA to let them know. They sent another Electrician, the guy confirmed the installation was not done correctly. Even the Earth leakage was not connected. The guy left and Absa brought the Third guy who came and worked in my house checking and correcting Everything for 3 Hours. I paid him R200 which was okay with me. Unfortunately ABSA refused to buy my damaged Stove and Oven even though my claim was legit. I took them to the insurance Umbudman, I took them a Year to investigate and even as I have given all necessary evidence. The Bank says I called my own technician and that my electrical wiring does not comply. They are distancing themselves from these people. I have lost a lot of money and patience. ABSA home cover is just as bad.
1 reviews | Active since Mar 2020
Incorrect Directive tax number.
The company's payroll is not willing to assist with the correct directive lump sum tax number they incorrectly submitted to SARS. Sent numerous emails to Sheila from payroll without any response. Went to the company's office as well, without getting any assistance. I have now resorted to the SARS Ombudsman, I hope they deal with them accordingly.😡
1 reviews | Active since Mar 2020
Incorrect Directive tax number.
The company's payroll is not willing to assist with the correct directive lump sum tax number they incorrectly submitted to SARS. Sent numerous emails to Sheila from payroll without any response. Went to the company's office as well, without getting any assistance. I have now resorted to the SARS Ombudsman, I hope they deal with them accordingly.😡
1 reviews | Active since Apr 2026
Lack of professionalism due payroll neglegence
I am writing to formally raise a complaint regarding ongoing payroll negligence, which I believe reflects a serious lack of professionalism within the payroll function. Despite repeated efforts to raise concerns Azoza payroll failed to file the correct directive number for employees that were retched in 2022. These payroll errors and delays have caused unnecessary stress, financial inconvenience, we are unable to file our returns for 2022 and as a result SARS has issued u s with penalties . What is of particular concern the lack of clear communication, urgency, and accountability of resolving the matter . I respectfully request that this matter be investigated urgently, corrective action be taken to prevent further occurrences, and that clear communication be provided regarding the issue with SARS I trust that this complaint will be treated seriously and handled with the professionalism expected within the organization
1 reviews | Active since Apr 2026
Lack of professionalism due payroll neglegence
I am writing to formally raise a complaint regarding ongoing payroll negligence, which I believe reflects a serious lack of professionalism within the payroll function. Despite repeated efforts to raise concerns Azoza payroll failed to file the correct directive number for employees that were retched in 2022. These payroll errors and delays have caused unnecessary stress, financial inconvenience, we are unable to file our returns for 2022 and as a result SARS has issued u s with penalties . What is of particular concern the lack of clear communication, urgency, and accountability of resolving the matter . I respectfully request that this matter be investigated urgently, corrective action be taken to prevent further occurrences, and that clear communication be provided regarding the issue with SARS I trust that this complaint will be treated seriously and handled with the professionalism expected within the organization
1 reviews | Active since Mar 2026
Appalling communication and lack of service from Azoza.
Appalling communication and lack of service from Azoza. I submitted a full travel insurance claim, including all requested documentation, over a month ago — and have received no meaningful feedback or update since. Multiple follow-ups have gone unanswered. This policy was originally taken out with Old Mutual, with Azoza acting as the appointed agent. Unfortunately, the handling of this claim has been extremely poor, with little to no accountability or communication. I also attempted to get assistance via Europe Assist, but this led nowhere and did not help move the claim forward. At this stage, the experience has been frustrating and disappointing. I would strongly caution others when considering travel insurance through this channel, based on the lack of responsiveness and support. I would appreciate urgent feedback and resolution on my claim.
1 reviews | Active since Mar 2026
Appalling communication and lack of service from Azoza.
Appalling communication and lack of service from Azoza. I submitted a full travel insurance claim, including all requested documentation, over a month ago — and have received no meaningful feedback or update since. Multiple follow-ups have gone unanswered. This policy was originally taken out with Old Mutual, with Azoza acting as the appointed agent. Unfortunately, the handling of this claim has been extremely poor, with little to no accountability or communication. I also attempted to get assistance via Europe Assist, but this led nowhere and did not help move the claim forward. At this stage, the experience has been frustrating and disappointing. I would strongly caution others when considering travel insurance through this channel, based on the lack of responsiveness and support. I would appreciate urgent feedback and resolution on my claim.
1 reviews | Active since Feb 2017
Azoza under question
Not only have I had to argue with Azoza to refund me according to my insurance policy schedule, when THEIR service provider couldnt attend to a home emergency, they have now sent an email with a payment advice and the money is clearly NOT in my bank account. I am going to have to open a case of ***** as when trying to call the offices everyone is perpetually in meetings and not one staff member can assist. Shocked beyond belief. Time to find a new insurer.
1 reviews | Active since Feb 2017
Azoza under question
Not only have I had to argue with Azoza to refund me according to my insurance policy schedule, when THEIR service provider couldnt attend to a home emergency, they have now sent an email with a payment advice and the money is clearly NOT in my bank account. I am going to have to open a case of ***** as when trying to call the offices everyone is perpetually in meetings and not one staff member can assist. Shocked beyond belief. Time to find a new insurer.
1 reviews | Active since Feb 2026
Azoza - a company that goes the extra mile
I have had a few claims attended to through Azoza, where our company was referred by insurance. Based on our experience as a client, their service has been exceptional. The service providers on their panel who were sent out to assist were professional and efficient. They clearly explained what was and wasn’t covered, maintained open communication throughout the process, and followed up regularly. We were always kept updated and informed, and the turnaround time was brilliant, especially considering the time constraints and challenges that can arise with emergency situations. In addition to being a client, we are also proud to serve as a service provider on the Azoza panel. From this perspective, we have experienced their strong support structure and professional management firsthand. Their backup and support departments are always available to assist us in helping clients as quickly and efficiently as possible, while ensuring that quality workmanship is delivered. As service providers, we often deal directly with client concerns and pressures on the ground. Having the support of the Azoza management team makes a significant difference in our daily operations and allows us to maintain the high standards expected from both sides. I am not only a satisfied client but also grateful to be part of their panel, knowing that they share the same values we do—honesty, reliability, and professionalism. These values are essential both when you are a client and when you are servicing clients. I would highly recommend Azoza for home emergency assistance and tow truck services. If you ever find yourself in an emergency situation, you can be assured that you will be treated with urgency, professionalism, and care.
1 reviews | Active since Feb 2026
Azoza - a company that goes the extra mile
I have had a few claims attended to through Azoza, where our company was referred by insurance. Based on our experience as a client, their service has been exceptional. The service providers on their panel who were sent out to assist were professional and efficient. They clearly explained what was and wasn’t covered, maintained open communication throughout the process, and followed up regularly. We were always kept updated and informed, and the turnaround time was brilliant, especially considering the time constraints and challenges that can arise with emergency situations. In addition to being a client, we are also proud to serve as a service provider on the Azoza panel. From this perspective, we have experienced their strong support structure and professional management firsthand. Their backup and support departments are always available to assist us in helping clients as quickly and efficiently as possible, while ensuring that quality workmanship is delivered. As service providers, we often deal directly with client concerns and pressures on the ground. Having the support of the Azoza management team makes a significant difference in our daily operations and allows us to maintain the high standards expected from both sides. I am not only a satisfied client but also grateful to be part of their panel, knowing that they share the same values we do—honesty, reliability, and professionalism. These values are essential both when you are a client and when you are servicing clients. I would highly recommend Azoza for home emergency assistance and tow truck services. If you ever find yourself in an emergency situation, you can be assured that you will be treated with urgency, professionalism, and care.