Review Time
If you have a pre-existing condition don't bother - they misinform you of evidence required then move goalposts and deny any and all claims without a GP letter.
This is NOT made clear in any documentation, in discussions with customer service representatives or at sign up.
They take your money then move the goalposts if you try to claim any back.
I declared a pre-existing issue with my knees.
I tried to claim for osteopathy for my back and calf.
It was denied initially as it involved acupuncture - accepted that. Enquired about this and was then blocked from any claims without full GP referral before claiming.
So - you get an injury or need therapy (even if totally unrelated to pre-existing condition) you have to have a GP referral - which will often take 6-12 weeks - even if it was for something completely different or for a therapy unrelated to your original condition.
None of this is made clear in documentation in advance, in emails or in claims process.
So avoid it’s not worth it unless you can pre-plan and anticipate any injury or strain 12 weeks in advance.
Their overall service is increasingly poor - 15 minute waits, poor app, and then you’ll be misinformed once through.
They do seem to have staff on hand to answer negative reviews though.
So if you’ve never had any need for their service they’re great. If you’ve had an issue (which would seem to be ANYTHING) then you might as well go through the NHS as you’ll have to go through them anyway to claim on Westfield. You may also be charged for the referral letter.
The practices when claiming clearly indicate they will then find another reason to block payment that is not clearly stated at time of sign up.
This is why we have the NHS - private healthcare is only for those who have no health issues. As soon as you do, you’re going to be blocked from support and multiple different undocumented barriers placed in your way to claim.
I submitted a claim last Tuesday after a painful dental accident...it them until the FOLLOWING Monday to tell me my claim is rejected due to " insufficient details" They should have been able to see that they need more details long before this.
They boast that your claim is " processed within 4 days" This is a lie.
I am seriously considering cancelling my membership this year.
Submitting a valid claim is easy. They reach out quickly if there’s an issue. More often than not, you’ll see your payment back in your account before you realize it. The choice of practitioners includes traditional and alternative therapists. Very satisfied.
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