Review Time
With years of experience in health insurance, I observe you losing clients and creating a frustrating experience. Simple actions like utilizing proper email templates, recognizing errors, showing empathy, and following up with clients appear to be nonexistent. It seems there's no mechanism to pause emails and ensure tasks are finalized. All I request is my Confirmation of Cover Letter. Emphasizing customer service training is crucial for improving retention; many clients would rather pay more than deal with untrained staff.
As someone with a background in health insurance, I see you losing clients and creating a negative experience by neglecting simple tasks like using proper email templates, recognizing errors, showing empathy, and following up with clients. It seems there's nothing in place to pause emails to ensure tasks are finalized. With that said, I simply request my Confirmation of Cover Letter. Enhancing customer service training is crucial for improving retention; ultimately, many clients would prefer to pay more than deal with untrained staff.
I have renewed for 2026 with my new health provider, keeping the Everyday 300 plan. After being insured with another company for 25 years, I've found the value to be outstanding and am delighted with the everyday package. Their claims system is very efficient, and they answer calls promptly and helpfully. I highly recommend considering this provider. The travel insurance is also a significant advantage.
I've found it very easy to reach out to customer support, and they even called me back immediately after the call dropped. Right from the start, I felt reassured. I ended up needing urgent care at the A&E, and my plan covers €250 of the cost, so after paying that at the desk, I used the click-and-claim feature on the app. It was refunded instantly, with no waiting. So far, I'm very satisfied with their service and have encountered no issues. I'm on Plan C and have been with them since October 2025.
I've been a customer for a year and just renewed. I can't access the Quick Clinic menu on the app - I've reported this five times in the last four weeks, but keep receiving the same response - 'we have forwarded your issue to IT.' There's been no feedback or willingness to resolve it - I can't talk to a Senior Manager about this issue - it’s a complete farce, and I'm paying for this service. I needed it in December when I was unwell, but it didn't function then and still doesn’t. No one has bothered to fix it or be honest about its shortcomings.
I recently transitioned to the new health provider from my previous one due to the significant price difference. So far, my experience has been outstanding. The agent who assisted me in setting up my policy made the entire process quick and seamless. Definitely a 5/5 - I’ve already recommended this provider to all my friends and family.
I was drawn to the new provider because of their competitive pricing at the start. While I had no major issues throughout the year, their administration and app functionality left much to be desired. When I needed to change my direct debit details, they failed to set up a new direct debit for over a month despite providing the correct bank information, leading to automated non-payment warnings every Sunday morning. This was incredibly frustrating and required at least seven calls to agents. As my policy cost for my spouse and me is set to increase by over 15% next year, along with new charges for certain procedures, I've found better value elsewhere. I informed them of my cancellation at the end of the year and requested a confirmation of cover letter, as needed by my new insurer. I was told this was emailed but I never received it. When I called to request it again, the agent stated they no longer had access to my file since my policy is being canceled. Additionally, I lost access to the member area and the app even though I remain a member until late December! I am currently waiting to regain access to the app and member area, as well as the confirmation letter. I am unsure of what is happening, but there are serious administrative and IT issues. While I want to remain positive and appreciate the new competition in the market, I am left feeling very frustrated.
The customer service is utterly disappointing. I contacted them three times and was promised a callback regarding a simple claim that was approved but has been pending payment for four weeks. Initially, their claims app was malfunctioning, requiring me to upload claims manually. On the positive side: a) their plans are straightforward and easy to understand. b) their digital doctor (video call) service is very effective and user-friendly.
They have a peculiar interpretation of excess, seemingly designed to avoid paying claims. They state an outpatient excess of €125, which I, along with the insurance authority, understand as my liability for the first €125 of a claim. However, they calculate this €125 at €20 per visit, meaning one could potentially pay over €1000 before receiving any refund. Even their own representative couldn’t clarify the reasoning behind it logically; she was merely reading from a script. I contacted the insurance authority, and they were equally baffled. I will not be returning to this provider.
Consistently poor customer service and undertrained agents who couldn't even calculate my charges accurately. Despite receiving an email from the provider promising a 10% renewal discount and a gift, I spent four weeks trying—and failing—to have the discount and accurate charges applied. When I eventually canceled my renewal, they immediately closed my account, blocking claims and GP access even though my policy was still active. This has been an entirely frustrating and unprofessional experience.
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Level Health Limited trading as Level Health is regulated by the Central Bank of Ireland. Health insurance products provided by Level Health Limited are underwritten by Aviva Insurance Ireland DAC. Aviva Insurance Ireland DAC, trading as Aviva, is regulated by the Central Bank of Ireland.See more
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