Deliberately misleading and over complicated claims handling. The product is good and the app is fine. Although submitting claims is often overly complicated and involves many box ticks that may not always be necessary - if one isn't completed they send a declinature letter rather than a request for more information. It's well known that this is a hurdle that will stop many claiming (thinking it's not covered rather than they just haven't ticketed all the boxes). It's deliberate and misleading in my opinion and a hurdle to making claims. I have written to them a number of times about it as I don't believe the FOS would look kindly on it, but they have not changed their ways. Poor show for a consumer product. I'm response to the below - it's not a case of not being covered (as I am) but legitimate claims being turned down because of "computer say no" situations with regards to receipts etc. - if the information is not 100% included you should ask for it, not sending a declinature letter. Given these are consumer policies you should be acting in good faith - which I don't believe you are.
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