Review Time
I moved to G&M after a frustrating experience trying to navigate a claim with Axa Health. With G&M. the contrast has been stark and incredibly welcome. From setting up my policy to pre-authorising a recent diagnostic scan, the entire process has been effortless. They provided clear instructions, the online portal is intuitive, and any questions I've had have been answered promptly and comprehensively by their polite and knowledgeable staff. The speed and clarity of G&M's operations are a massive relief, especially when you're dealing with your health. They genuinely make you feel supported, rather than just another case file.
It is such a joy to be able to actually speak to someone when contacting General & Medical. My issues have been dealt with highly professionally and unlike other private health providers, in a far less stressful manner. I have also spoken with the same young woman every time I needed to and she has been outstanding in her attention to my issues. I would not hesitate to recommend G&M and particularly the team I deal with.
My experience with General and Medical has been frustrating. The policy terms are overly strict compared to other providers. Having been with AXA PPP before, I found them far more responsive and reliable. General and Medical takes much longer to respond to claim queries and is more likely to decline them.Their exclusions for pre-existing conditions are excessive - something you won’t find with reputable providers like AXA or BUPA. Paying for a year in advance feels like a waste of money. It’s as frustrating as dealing with the NHS, except you’re paying for it in addition to the taxes that already go towards NHS care.My advice: choose BUPA or AXA instead. Avoid the hassle, don’t just look at the monthly premium.
I made an enquiry and arranged a call back to book. When the call back finally happened, it was 30 minutes late, and by then I had to return to work. I called again during my break but was told no one was available to speak with me, though I was promised an immediate callback. That call never came. After following up again, I experienced yet another broken promise. If your customer service is this unreliable, it leaves me wondering how claims are handled.
I don't think words could do justice to what an awful customer experience I've received from day one with this insurer. In a few words: inefficient, unhelpful, unclear, jumbled, distressing.It takes an absolute minimum of 3 days and usually more to receive a response to email queries, the phone isn't much better as the customer representatives are rude, passive aggressive and unhelpful coming out with phraes like 'riiiight....' or saying they don't know much about your query and their colleague isn't around... so 'I'm sure they'll be in touch'. Promises that invoices will be processed by the end of the week - 8+ days later and nothing... it's exhausting having to chase every little detail then receiving absolute nonsense garbled responses back filled with passive aggressive or downright abrasive comments. It's like they are telling you off or angry at you from day one.The policies are unclear and at every turn you hit another loophole that they pull out of the fine print of their policy that adds on other £100, £200, £300.... so you're almost paying the entire costs in the end.They began by authorising cover of my medical condition after checking my medical records, only to change their mind mid way through once they'd re-reviewed, once I had racked up all the costs and invested time and stress in diagnosis. Why would you authorise a medical condition, then suddenly the underwriters decide to re-check the medical records at the point they have to pay out.... it is a total scam.In the end it's so stressful, you'd just prefer to pay the entire private costs yourself. I'm glad to have found people with similar experiences on here as I thought it might just me
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