Review Time
The Exeter has walked me thru a very frightening experience with grace, empathy & thoughtfulness. Helping me to understand how private insurance works with our NHS. They have made the very complex case I've found myself in so much easier, less stressful with their guidance, their day-by-day in patient/outpatient pay but most of all their show of compassion when I called with not knowing how to handle an admission, and then when to transfer to private hospital. Exeter is far above & beyond any other. This is from one who knows insurance & knows it well. An insurance company who treats you right! The NHS is good but Exeter was treating me from the start, got me diagnosed quickly with my private doctors, preconceived notions are not preexisting "conditions"-you'd be surprised, I was. You should give a call. I'm so glad I did. I'm so glad I have The Exeter by my side! So reach out to them I've just re-upped my contract with very minimal increase even after all I've put on them. Thank you Exeter. Here's to another much less eventful year. Signed~An Former American in Wales
Extremely disappointing. During a period of illness when quick responses and support from a health insurance provider are crucial, the company falls short. They agree to cover a new medical condition but then hesitate on whether the treatment should be covered. I strongly recommend that potential clients consider other options.
Extremely disappointing. During a time of illness when quick responses and support from your health insurance provider are crucial, the company falls short. They agree to cover a new medical condition but then hesitate on whether treatment coverage is appropriate. I strongly recommend potential clients to seek alternatives.
I have been with the company for some time and initially was satisfied with their customer service (hence two stars instead of one). Unfortunately, the quality has significantly declined over time. We recently filed a claim, and the customer support was lacking—citing an exclusion clause that they refuse to publish or disclose in their terms and conditions, leaving you to trust them. The support agents showed little empathy and failed to follow through on their commitments, requiring constant follow-ups. I lodged an official complaint, which they acknowledged regarding poor service, yet their only response was to share feedback internally, which seems unlikely to effect change. Their reply highlighted their disregard for customer service. I now feel the company is untrustworthy, and their agents lack the necessary training and empathy. As renewal approaches, despite acknowledging their poor service, they proposed a 50% increase in premiums while refusing to cover the issue that led to my complaint. Perhaps this is their way of discouraging negative feedback? I will not be renewing my policy with them.
I will soon be changing my insurance as the service (aside from one representative) has been unacceptable. There have been unnecessary delays, questioning why I used their own GP service instead of the NHS, and being told I should consider myself lucky to have the NHS while waiting for their delays. The waiting time has been a week for consultant details, while my daughter is in pain, and I still have no response, which exceeds their own timelines. I recommend exercising caution.
Our initial claim attempt was met with terrible customer service that seemed intent on avoiding payment. I've never experienced this with other providers. I called to discuss this as requested, but the call only worsened the situation. Additionally, when signing up, you are told you receive free physiotherapy appointments, but after joining, you discover this is only available online. The app is terrible, and this has been by far the worst private health insurance experience I've had.
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