Health On-Line www.health-on-line.co.uk

Health On-Line www.health-on-line.co.uk
★★★★☆
3.8
73.0% of users recommend this
  • Customer service

  • Value For Money

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Latest Reviews

“Stay clear - They just prefer not to pay out”

★☆☆☆☆

written by Swallowsrest on 04/08/2022

I have been a customer of HOL for many years. Had issues with claims previously, they just prefer to not pay or authorise a claim. However I have just submitted a claim for a lump which needs scanning and NHS are 8 weeks. 3 days later no reply to my submitted claim??? After a 20 minutes wait to get through on the phone I’m advised by a totally dismissive and uncaring advisor that it takes 3 days to assess a claim!!!!! REALLY?? What sort of private healthcare is that? My wife is with Nuffield Health and any claims she has made have been delt with within minutes and the service and aftercare superb! I would not recommend Health on line from the experiences I have had over the years.

Was this review helpful? 0 0

“Their cover is a sham”

★☆☆☆☆

written by davidwebb on 16/01/2020

Had the policy a few years and then had to make a claim. Well, they would only pay 60% of my gp's recommended surgeon. Then it took them a month to process my claim despite numerous phone calls from me. Then they refused to cover the surgery. Please be careful of this company.

Was this review helpful? 2 1

“Been insured with them and no problem until I required...”

★☆☆☆☆

written by JuliannaTucker on 16/07/2019

Been insured with them and no problem until I required a new hip. Although they claim to be associated with AXA, they are not in the same league. I wished to choose my surgeon and hospital preferring the anterior method and was advised that although my choice of both surgeon and hospital are AXA approved they would only pay 60%. Worse was to come, in that they claimed that the costs exceeded their standard rate, and they only picked up a small amount of the actual claim, leaving me with costs that exceeded some 70% of the billing to pay. I could not know when making this claim that they would act in this arbitrary manner, and when I complained and wrote to them, they very artfully constructed a lengthy response that let them completely off the hook, leaving me again with some bills were simply dismissed out of hand for no given reason. Because my original claim started in the year before, and was ongoing in the following year, they stung me for two excess fees, even though it was the same issue, ie one claim. Would I recommend them , never, they are not truly medical but a bunch of get rich quick insurers

Was this review helpful? 1 0

“Dishonest and terrible customer services”

★☆☆☆☆

written by Mnoghani on 26/02/2019

I joined this insurance company more than a year ago and it is probably the worst insurance company you can deal with. Went to see a consultant for an ear problem and he recommended a set of medical treatments that took over 5 sessions. The insurance company did not accept these as medical treatment sessions as they did not take place in hospital. I call 10 times, talked to 10 different people with 10 different attitudes and no record of any previous conversations could be found in their system. All in all, everything is counted as consultation and that is their strategy to see. Finally with lots of frustration I decided to cut my losses short by paying the extra treatment sessions myself and cancelling the policy. Do not waste your money on this insurance company.

Was this review helpful? 1 1

“Efficient! Professional. At what was a very stressful...”

★★★★☆

written by Janandtel on 07/12/2018

Efficient! Professional. At what was a very stressful time the whole team all were calming and reassuring. Having to complete numerous forms with a very inefficient GP proved difficult!

Was this review helpful? 1 1

“ Fillant service and help from all the staff on the...”

★★★★★

written by rglgbcfc on 18/09/2018

Fillant service and help from all the staff on the phone nothing was to much trouble made it very easy for me

Was this review helpful? 0 0

“request for information”

★★★★★

written by Lynchyp192 on 06/05/2018

Lovely lady - and very efficient!!

Was this review helpful? 0 1

“Telephone response”

★★★★★

written by Elliana308 on 21/04/2018

Excellent service, efficient and helpful. I am already a member and just added on Travel Insurance to my policy.. Other large organisations could improve by your example.

Was this review helpful? 0 1

“Superb ”

★★★★★

written by Sheridan204 on 12/04/2018

Professionnel.... knowledgeable service . Caring and supportive with my claim and your representative personally remembered my initial call and was genuine. I have never had to make a claim before but this process felt seamless. I was impressed by the level of information on the website too.

Was this review helpful? 1 0

“Customer Service Respnse”

★★★★★

written by AkiraWagner230 on 08/02/2018

Friendly, concise, helpful, would recommend.

Was this review helpful? 0 0

“Advice”

★★★★★

written by Joey344 on 24/01/2018

Rapid answering to my call followed by calm and helpful guidance on the topic concerned.

Was this review helpful? 0 0

“Can not fault whole procedure.”

★★★★★

written by Sallyspring on 19/01/2018

The title above sums it up. Every action and follow up was exceptionally good. Person who dealt with me could not have been more helpful.

Was this review helpful? 1 0

“Helpful and clear”

★★★★★

written by on 08/12/2017

Having just had an operation I wanted to be sure that my follow up physio session would be authorised. The young lady who answered the phone was extremely calm and friendly , putting me at ease as I'm still recovering from the op. She listened to my query and then went on to explain clearly about my cover regarding physio and that it would be authorised and assured me that she would update my details on line. My husband checked the site 5 minutes later and it was already updated. Very efficient and professional.

Was this review helpful? 1 0

“Good service”

★★★★★

written by CalvinPreston on 02/12/2017

Easy to communicate and prompt service given at competitive prices

Was this review helpful? 0 0

“efficient & friendly.Easy to speak to ”

★★★★☆

written by 1980Daniel on 28/11/2017

Very clear to deal with on line and easy to get hold of on the phone. Friendly efficient and courteus service

Was this review helpful? 0 0

“Health on Line”

★★★★☆

written by Foxqt286 on 26/11/2017

I've been with this insurance company for sometime and I really like the friendly and helpful staff. The website with clear easy access to my documents is pretty good too.

Was this review helpful? 1 0

“Found it diffucult to understand the implication of...”

★★★☆☆

written by Newyear2709 on 24/11/2017

Found it diffucult to understand the implication of existing health issues & re occurring health issues, Still not clear.

Customer-Care's Response to Newyear2709's Review

Written on: 27/11/2017

Thank you for taking the time to share your review with us, we are sorry to read your comments, please accept our apologies for any confusion that has been caused.

We would love to speak with you so we can answer any questions you may have, unfortunately, we are unable to track your policy details online. Therefore, we would be grateful if you could email us (using the words 'REVIEW CENTRE' as the subject line of your email) with any concerns or questions, along with your policy details and one of our Customer Care Consultants will be in touch as soon as possible.

We look forward to speaking soon, thanks again.

Kind regards,
The Health-on-Line Team

Reply to this comment
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“Customer friendly help!”

★★★★★

written by 451McLain on 24/11/2017

I found the staff I dealt with friendly and very helpful. They sorted things out quickly and efficiently. I would definitely recommend them. From the very first phone call,they put my mind at ease.I spoke to two different people on the phone and both of them were knowledgable about the services they could offer.They came back to me very quickly with all the information I needed.

Was this review helpful? 1 0

“Very Efficient Service”

★★★★★

written by TrystanGustafson280 on 20/11/2017

Having used Health Online services twice in the last couple of months I have found them to be superb. From a call to their customer service desk where my question was answered easily and quickly to the fast and effective reimbursement of money i had paid out in advance for dental work. They stuck to their agreed repayment dates and in one case I even received reimbursement earlier than expected. Excellent service all round with well trained customer service personnel. Would highly recommend to friends and family

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“Excellent service all round”

★★★★★

written by IzabelleRogers on 20/11/2017

This was my first claim and I was concerned as to how to go about it all. There was no hanging on the phone to be told endless times that "all our lines are busy" and the person who dealt with my claim was most helpful. Altogether an excellent service.

Was this review helpful? 1 0

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