I was waiting for a knee operation at Benenden hospital I finally received my operation date in December after going for two preoperation assessments. On the morning of the proposed operation I was contacted by a staff member saying they could not carry on with my procedure due to a concern with my blood results.As I had a blood test on the 29th of August and one on the 2nd of November I could not understand why this problem with my blood was not picked up before an operation date was issued I've been asked to attend further tests this January.The date for my operation coincided with the funeral of a very dear friend which I had to decline as I had been waiting a good time for my operation in the first place.The worst thing is I could have attended the funeral as I Googled it this morning and it was at 13.30 at Charing,at the time I did not ask for any details of where the funeral was to take place due to my proposed operation.

I had been a member for nearly 30 yrs with cover for my wife and two sons. I'd only used their serives on three occasions. A few years ago, I was referred to an NHS consultant by my GP. As there was a lengthy wait for the NHS, Benenden agreed for me to use a local private third-party consultant. After the first consultation, it was obvious that the consultant was attempting to get as much money out of Benenden as the system would allow. He asked me what the maximum amount would be and then proceeded to suggest tests and treatment up to this amount. My wife, who is a specialist nurse, confirmed my fears that mutch to the tests and treatment were not necessary, and some was even contradictory! I reported this all to Benenden and also informed them that I was uncomfortable seeing this consultant again. To my amazement I was told that if I stopped seeing him, I would not be eligible for any other service for the same condition, even if I chose to attend their hospital! I argued that this was wrong as I was not only safeguarding myself by exposing this consultant but also protecting Benenden from a clear fiddle. As others have already said, Benenden investigated my case further when I complained but upheld the original decison. As a result, I have since cancelled my membership.

Been a member for over 30 years and used to work for me fine.Used the hospital twice in the the last couple of years and they have changed their policy and I am unhappy that they now require me to attend the hospital instead of using a local consultant and claiming money back because I live within 2 hours of the hospital (71 miles away and supposedly 1hour 35 mins to get there by car ,if you have one that is),they don’t mention how long it takes by train!Both journeys were a nightmare there and back and took a lot longer than the 2 hours they state it should take.the last one took nearly 3 hours for a 10 minute appointment,at least 20 minutes are gone on the dart ford crossing.Been trying to challenge the time it takes from home with no luck. Feel hard done by and people who live nearer have an unfair advantage.My wife refuses to use the hospital because of the journey. Very disappointed as the hospital facilities look great.I imagine there are many in my position who are paying for this service without knowing about this and will be bringing this up to all members of Bt who I work for. Not happy!!!!

Customer service were very efficient and provided me with the guidance I required and said rehab work would contact me. This they did at the correct time on the right day. Spoke to a very pleasant lady who asked a number of question and told me that the local service would be in touch. This was correct also at the right time and day. I have be4en given my first appointment which is only just over a weeks time. It was a pleasure to speak to those that I have had contact with who were very helpful and kept to their promises. Thank You.

My husband and I have been members of Benenden for four years. In that time he has used them for Physiotherapy because of an 18 week waiting list on the NHS. He saw a physio the next week and with further treatment a very positive result. Another incident was a fall at a museum, where paramedics checked him and decided no bones broken. After about six months he was still having pain in his elbow so went for an xray. This turned out to be a break but was told by the NHS it had started to heal and nothing could be done. We asked for a second opinion and was given an appointment for 10 weeks. We then contacted Benenden who gained us an appointment for the following week.The consultant told us not only was it broken, the tendons had become detached as well. All the scans , physio and consultant fees where paid by benenden up to a value of £1500. The rest which was a very small amount we paid ourselves. All this was made very clear to us and we would always be very grateful to Benenden for their prompt and efficient help. Having read a lot of the reviews on this site I felt that a positive review was needed. Some people seem to have the wrong idea as to what is covered by their £10.25 a month.

I have been a member for over 30 years and have benefited from help on a few occasions. It’s true not everything is covered but for £10 a month it’s worth every penny and of course you always hope that you stay healthy and never need to make a claim.

I have been a member of Benenden actually since Childhood, and my parents have also been members for many years. Unfortunately due to ill health I have had to use Benenden’s services probably about 10 times in my life, and they have been nothing short of fantastic. I can’t express how much I value my membership as I have been unlucky enough to have experienced some pretty serious illnesses in my course of my adult life and have had them treated quickly thanks to having this membership. I was shocked to see some of the other reviews on here, mostly generated by people who clearly don’t read the letters when they come through. As long as you keep on top of the cost of all your treatment and ask all the relevant questions as the advisor asks you to do when you make your claim, then you can’t go wrong. How hard is it to ask your GP for the NHS waiting time?! It’s only when you fail to keep yourself in the loop that you may go over your £1800 limit. I have recommended Benenden to so many of my friends who have signed up. I recently used Benenden for a neurological complaint and I had my MRI and EEG test completed within a week and my diagnosis within 14 days. At one point, for a gynaecological complaint in 2010, the consultant actually gave me her mobile number for any questions after my operation! You don’t get that on the NHS! It’s a first class service. Anyone who thinks otherwise is misinformed and needs to read their paperwork.

It is worse than terrible. This company takes the money - but doesn't want to help. Please don't waste money like I have. I do hope the BBC you and yours receive the complaint - and hope that everyone who feels failed by this company joins in a campaign to warn others.

I took out a corporate policy last year, i think in total we are paying for 12 or so members. Rang them for help today because i am in agony with earache and have been for past 3 weeks. NHS say i will have to wait 6 weeks which is impossible with this pain. Benenden quoted 3 weeks but later brought the time down to 2 weeks. As previously mentioned the pain is excruciating I am now off to A&E which appears to be my only option. I don’t have enough experience to condemn the whole organisation but my experience is enough to convince me to cancel our membership and look for an alternative. The telephone system and menu is awful and seems to concentrate on how to become a member and pay Benenden money while the customer service is mediocre at best. To sum up if you take out membership I suspect you will probably regret it.

I contacted Benenden as I was having problems with my foot. I received treatment through Benenden for a similar treatment a few years ago I was gobsmacked to be told that the code my consultant gave me for the operation I needed was not covered by Benenden.I asked for an explanation and to speak to somebody who could explain this to me I was told it was a discretionary service and they could not treat everything. To cut a long and very frustrating story short I explained that their advertising mentioned taking into account my circumstances and how my condition was impacting on my life. I was told this was not what was meant by discretionary that was all that was considered.Speaking to a manager was equally frustrating I was just told it was n't covered and that was that. I asked to speak to someone with medical training to discuss the fact that my current condition was affecting my mobility and keeping me awake at night. Also as it was affecting the way I walked it was also making a chronic back condition worse. Despite repeated requests to speak to someone about this I was told a complaint had been referred to complaints team who would contact me within 20 days. Not quite sure what information was being passed on and the fact that an organisation dealing with people's health does not have anyone in their call centre with medical training or the ability to discuss whether my personal circumstances should be considered as well as the code and should count when deciding if I can be helped. The whole conversation was based on the fact that the decision was only based on the code and there is no-one else to speak to about this.Having been a member for approximately 30 years I am deeply disappointed at the impersonal and cavalier way I have been treated and despite numerous requests for an independent organisation to refer my complaint to as I believed the information on their site about treatment being discretionary and based on my personal circumstances was misleading I was told to contact the financial services ombudsman, who by the way did not appear to ne familiar with Benenden. I will be seriously considering whether it is worth while continuing to pay membership when I have been given so little information about my request for help and why it was refused.

My wife suddenly started having twice weekly torrential nose bleeds, which were lasting a lot longer than the 20 minutes you are allowed before going to hospital. She reached the stage she was fearful to go out of the house and having panic attacks. Her GP arranged an appointment for her to be seen at the NHS hospital ENT clinic, but the waiting time was about 12 weeks. We contacted Benenden who, without hesitation, agreed for her to be seen at a local private hospital that same week, where the Consultant performed a nasal endoscopy and cauterised her nose. She has been fine since. We have nothing but praise for Benenden from this experience.

I have no desire to jump through hoops or 'beg' for help at a time of already heightened stress. Nor do I wish to harass the GP again for a 'date' of a likely consultation. Having read previous comments it seems that its a common experience and not one that Benenden should be proud of. On a positive note the staff were polite in their refusals, if that makes it any better. I cancelled my membership. Enough said. No reply needed.

My wife & I have been members of Benenden for about 7 years. Our GP recently referred my wife who needed a gastroscopy. This was the first occasion that we had ever tried to use Benenden. Like so many others we got the brush off with a standard letter which was not appropriate to her situation. I believe that Bendenden currently do a lot of work for the NHS under contract. I suspect that, in striving to meet the needs of the NHS, it has taken its eye off the ball as regards meeting the needs of its members. Anyway, it will not need to meet our needs in the future as we have cancelled our subscription. I am a strong believer in the value of mutual societies. However, I think Benenden have lost their way. If they are to have a long-term future as a mutual society, they will need to radically rethink the services they provide for their members.

In 2007 Beneden paid for me to see a local dermatologist when I needed an urgent assessment of a growth. Now, despite a history of skin cancers, they will only offer me an appointment with a dermatologist at their hospital in Kent. By the time I have paid for rail fares I am probably no better off. Plus it will take up much of the day for what might be less than 15 minutes of the consultant's time. I approached Benenden by email. They sent me a letter not with a reply, but asking me to ring them. The customer service agent didn't find a decision, but had to read through the notes before advising me. As well as the usual menus on calling Benenden, there was a delay before speaking to someone. About every forty seonds a the same messagethanking e for my patience. The repeated message seemed designed to test patience. Then as I waited for my notes to be read the most annoying piece of music I have heard played. I am cancelling my membership as a result of thse things.

Was referred back in April and after 8 months I am no closer to a diagnosis so it has been a wasted experience and I got landed with a £600 recently. In the time I attended Nuffield hospital on referal from Beneden/BUPA I had two MRI scans, a blood test and was passed between two consultants as they couldn't determine the diagnosis. At no time was I given cost of each examination or consultancy. So was greeted at Xmas with a bill for over £600. Turns out I had reached my maximum in August but nobody had informed me and so when I received further appointments I attended. It took 5 weeks after the last appointment on 8th November to be sent a bill. The administration and communication of Beneden is extremely poor and they don't care if you get stung for a bill. Nuffield didn't care either as they would get the money one way or another so even when I explained I had an authorisation code for £1500 they kept on arranging appointments and did not stop diagnosis/treatment when the £1500 amount had been reached. Turns out the 10 minute non diagnosis conversation each time cost £100...waste of money...cancelled membership having paid to be a member for over 30 years

This used to be a company you could trust and have faith in. But they have changed all their internal procedures because now anyone can buy a policy. The change is not good! It is very bad! From the start of the call, you are asked excessive security questions. Enough to put you at risk should those details be misused. And you have no way of knowing who you are talking to and what they could do with your information. This is a very significant risk. The rest of the service is arbitrary and depends on who you speak to. My recent experiences have been bad. The main issue is how they speak to you, as though you are stupid, a free loader and generally a non entity. The provisions for e.g. physiotherapy are to very poor quality individuals and it seems most of our fees are siphoned of by the companies supplying Benenden. They do not go towards your getting the best treatment. To sum up, Benenden want your money but act as though doing you a huge favour and remind you of that at every opportunity. I would not recommend and will also leave this clueless outfit.