This is the worst insurance service I have ever encountered. Avoid it entirely. You will end up losing money, and worse, they will keep you in limbo for months. Since August, I have contacted the support team twice, and both representatives assured me they would expedite a referral. Despite reaching out for five months, I have yet to receive any help. They even directed me to consult my own doctor, which defeats the purpose of private care. After five days of relentless follow-ups, I am now unable to upload my documents on their platform, and they have ignored five messages seeking assistance. Three months ago, a manager offered me a £25 discount when I expressed my desire to cancel my membership and request a refund due to the distress caused. Given I pay over £1,500, this is incredibly disrespectful. I also reached out again for assistance regarding the same issue, but they keep passing me around and then claim I never contacted them, despite having proof. All my messages and call logs are documented. I have requested that a manager reach out to me to process my cancellation and full refund, or to support my referral and acknowledge my medical condition. After five days, they responded, instructing me to contact them and assuring me they take my complaint seriously. This is happening while I am dealing with personal loss. The service was sold to me under misleading conditions, as they do not cover essential services like blood tests, yet they continue to take my monthly payments and now offer a 'discount' if I want a blood test. As a doctor, I am appalled by their negligence and the distress they have caused me. Five months later, I am still trying to obtain an email address or a link to upload a document they requested me to provide to my own doctor. They even created two different accounts for me during registration, and if I hadn't intervened, they would have sent my information to the wrong party, violating GDPR regulations. It took four weeks and seven calls to resolve that issue. This is not just negligence towards paying clients' health but a serious breach of confidentiality. I am still waiting for guidance on how to submit my details, which both their doctor and my doctor have supplied. Do not place your trust in this company. I should have listened to the warnings from my colleagues about their unreliability, as their sales representative misrepresented many aspects of the package. I am still waiting to hear from their management while they continue to take my money. They excel in that regard. I rarely write reviews, but this experience is so egregious that the public needs to be informed.
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