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

★★★★☆
3.7 / 5
428
71% of users recommend this
  • Customer service

  • Value For Money

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Latest Reviews

★★☆☆☆

“Terrible, stressful, avoid”

Written on: 22/05/2017 by Elise68 (1 review written)

Used them after they took over my Simply Health policy. Such a difference in customer service it was shocking. Usually takes around 20 minutes for someone to answer a call no matter what time you ring. Constantly have to explain situation it appears no notes are taken. Lost count of the time I've given my mobile number only to be told next time I call they only have landlines details for me. Don't cover alot of consultants when they finally give you a list of one's they cover you call the… Read Full Review

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★★★★★

“Fast claim processing”

Written on: 20/05/2017 by Taniyah363 (1 review written)

Pleasantly surprised by the efficient and immediate response, easy form filling and prompt payment - wish all companies were as efficient and fast. Thank you… Read Full Review

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★★★★★

“Stress Free Process”

Written on: 18/05/2017

It's never a good time to be worried about your health but from the first call to the hospital appointment, I felt confident and reassured. The adviser was professional and helpful and made the whole process stress free. I often think about whether private health insurance is necessary however to be seen quickly is worth every penny. Having seen the final bills, I am somewhat surprised that the hospital charges are so high in comparison to the consultant's fees. Maybe private health companies… Read Full Review

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★★☆☆☆

“Claim pocess not easy”

Written on: 15/05/2017 by wqNash171 (1 review written)

Staff great no problem, always helpful, process from the start has been a nightmare, having to wait to see if claim accepted initially took over a week and then constantly having to keep in touch with each appointment, phone bill enormous, wouldn't mind but been paying for the insurance for about 5 years and what with the excess to be paid is not worth the frustration… Read Full Review

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Customer-Care's Comment

Written on: 15/05/2017

Thanks for being such a loyal customer and for taking the time to share your feedback with us, we are really sorry to hear about your experience and frustration, please accept our sincere apologies for any inconvenience this has caused you. We are pleased to read that our Customer Care Team have been so helpful, but are sorry that you have found our process to be difficult.

We would love to speak with you about your experience as we are always looking to improve our service. Unfortunately, we are unable to trace your policy details online, therefore we would be very grateful if you could kindly email us your policy details using the words 'REVIEW CENTRE' as the subject line of your email and one of our Customer Care Team will be in contact as soon as possible.

Apologies again and thanks for sharing your thoughts and we look forward to helping you soon.

Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Service”

Written on: 12/05/2017

I have never had to use my insurance and I hope it stays that way. I do resent paying more each year when I have never made a claim. as I am retired with a very small pension the time will come when I won't be able to afford you any more. If I do have to make a claim I am relying on you being as helpful as possible… Read Full Review

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★★★★★

“Good efficient service and easy to use online service.”

Written on: 06/05/2017 by 335Harding (1 review written)

Good efficient service and easy to use online service… Read Full Review

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★★★★★

“Excellent Service”

Written on: 05/05/2017 by Allisson340 (1 review written)

I was pleased to be able to tailer my policy to suit my needs. I specifically wanted to include a hospital that was not included on the general list and this I was able to do… Read Full Review

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★★★★☆

“First impressions”

Written on: 04/05/2017 by Sheridan176 (1 review written)

This is my first year with HoL and so far it has been very positive. The premiums are competitive, I've had access to PureGym at a reduced rate, I've made 2 dental claims which have been seamlessly settled and the website is helpful… Read Full Review

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★★☆☆☆

“Convenience of policy”

Written on: 04/05/2017

I am disappointed with the policy. Having been told by your sales person that there would be no change from my corporate cover if I signed up with you I discover that nothing could be further from the truth. Staff on phone lines are polite & helpful but your policy is designed to make it difficult for me to seek treatment, if I were less able I would have been put off by now. i will be shopping around when the renewal date come around… Read Full Review

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Customer-Care's Comment

Written on: 05/05/2017

Thanks for taking the time to share your feedback with us, we are really sorry to read you feel this way, please accept our sincere apologies. We don't want any of our customers to feel disappointed when purchasing a new policy with us, so would love to be able to speak with you to understand your concerns.

We are always trying to improve our customer journey both at point of purchase and throughout a customers policy lifetime, so really appreciate your feedback. Unfortunately, we are unable to track your policy details online, therefore we would be very grateful if you could kindly send us an email with your policy details, using the words 'REVIEW CENTRE' as your subject line and one of our Customer Care Consultants will be in touch as soon as possible.

We hope to be able to speak with you soon and apologies again for any inconvenience this may have caused you.

Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Straight to the point ”

Written on: 04/05/2017 by Gill228 (1 review written)

Ric great to deal with very informative helpful and to the point… Read Full Review

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★★★★★

“When setting up my health insurance everything was...”

Written on: 02/05/2017 by Jamie192 (1 review written)

When setting up my health insurance everything was well explained and any questions I had were answered. All of the different aspects of my plan were fully discussed, as to whether or not they would be of benefit to me, and so I feel my particular plan was really tailored to my needs. As part of my plan I took out dental/ optitians cash back. I am part of a contact lenses by post scheme and so everyone month when I get the invoice for them, I simply forward it to Health on Line and a couple of… Read Full Review

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★★★★☆

“Good but expensive”

Written on: 29/04/2017 by AliaMcDaniel323 (1 review written)

Good but expensive, I am young, in good health and need a worldwide health cover while I almost never need treatment and find this policy rather pricey. It would be good if there was a more affordable option for people who rarely need any treatment… Read Full Review

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★★☆☆☆

“Not happy”

Written on: 28/04/2017 by boasca (1 review written)

I am not happy at all. Last year I haven' t had a claim, this year I ve got consultation and MRI and no clear diagnostyc. I am not entitled till next year any other consultation. Doctor told me I have to do further test, colono and endo scopy to get a diaghnostyc, but I have to wait NHS formonths. So were is my benefit to pay private medical insurance? Thanks god I didn't pay private hospital insurance, maby I was geting an operation and after annestesy I was suposed to go home till next year… Read Full Review

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Customer-Care's Response to boasca's Review

Written on: 28/04/2017

Thank you for taking the time to share your feedback with us, we are very sorry to hear about your experience, please accept our sincere apologies for any inconvenience this may have caused you.

We are always looking to improve our customer service, so we really value your feedback. We would love to be able to speak with you about the problems you encountered but unfortunately we are unable to track your policy details online, therefore, we would be very grateful if you could kindly email us your details using the subject line 'REVIEW CENTRE' and one of our Customer Care Consultants will be in contact as soon as possible.

We look forward to speaking with you soon, thank you for your patience and apologies again.

Kind regards,
Lorna
The Health-on-Line Team

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★☆☆☆☆

“Appalling ! Cancelled my policy.”

Written on: 22/04/2017 by Chaceq274 (1 review written)

I rang up as after two payments I had not received a policy number or full details of my insurance. I was told that I would receive all documents by e mail. After a week nothing had happened.So I cancelled my policy. If this is how you treat your customers I think it is shocking… Read Full Review

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Customer-Care's Comment

Written on: 25/04/2017

Thank you for taking the time to share your review with us. We are really sorry to read your comments, please be assured this is not normal practice. Please accept our sincere apologies for any inconvenience this may have caused you.

We are really disappointed and sorry to hear that you are yet to receive any details for your new policy. Unfortunately we are unable to track your policy details online, therefore we would be very grateful if you could kindly email us your policy details and one of our Customer Care Consultants will be in contact as soon as possible. Please use the words 'REVIEW CENTRE' as the subject line of your email.

We appreciate your comments and understand how frustrating this must have been for you. We look forward to being able to help you and hope we can speak with you soon.

Apologies again,
Lorna
The Health-on-Line Team

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★☆☆☆☆

“Inefficient, bureaucratic and extremely frustrating ”

Written on: 21/04/2017 by HollyStone355 (1 review written)

First of all the good things. Health-on-line are very good at taking your monthly fees with no pain whatsoever. First time I have called upon the service to allow me a fast consultation (NHS were talking 8 to 10 weeks) for a skin lesion on my forehead. Following was the sequence of events: 1. On line claim entry system did not work - could not recognise it's own date entry. 2. Made call directly, my claim was set up and was requested to provide copy of Doctors Referral letter. Having been… Read Full Review

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Customer-Care's Comment

Written on: 21/04/2017

Thanks for sharing your feedback with us, we are really sorry to read about your experience whilst trying to process your claim. Thank you for taking the time to share your comments with us, we really appreciate feedback as it enables us to continually improve our service for our customers.

Please accept our sincere apologies for any inconvenience this may have caused you. We would love to be able to help you but unfortunately are unable to track your policy details online. Therefore, we would be grateful if you could kindly email us your policy details using the words 'REVIEW CENTRE' in the subject line of your email and one of our Customer Care Consultants will be in contact as soon as possible.

Apologies again, thank you for your patience and we look forward to speaking soon.

Kind regards,
Lorna
The Health-on-Line Team

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★☆☆☆☆

“Worst EVER, do NOT consider this company! ”

Written on: 19/04/2017 by Uiscebheata (1 review written)

Extremley SLOW, SHOCKING COMMUNICATION. I had to chase all the time. Put claim in 18th of the month, took a month following emails and phonecalls +++ by me to eventually be told my child's claim would be covered. Then FOLOWING his first appointment I received a letter informing me the claim would not be covered. I queried this as I was told over the phone it was covered but this was denied. Now I have to pay for my child's treatmen!! I was with AXA previously and I never had any problems. I… Read Full Review

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Customer-Care's Response to Uiscebheata's Review

Written on: 20/04/2017

Thank you for taking the time to share your feedback with us, we are really sorry to hear about your experience, please accept our sincere apologies for any inconvenience this may have caused you. We are sad to read that you have now cancelled your policy with us following the problems you encountered whilst trying to claim for your son.

We would love to be able to speak to you about this in more detail but unfortunately are unable to track your policy details online, therefore we would be extremely grateful if you could send us an email with your policy number using the words 'REVIEW CENTRE' as the subject line of your email.

Please accept our sincere apologies again and we look forward to speaking to you soon.

Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Efficient and Swift”

Written on: 08/04/2017 by GiancarloMorrison (1 review written)

Staff is knowledgeable, helpful and deals with the issue promptly… Read Full Review

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★★★★★

“No Problem to small”

Written on: 06/04/2017 by Del19264 (1 review written)

I would like to thank everyone at health on line for their patience when dealing with me No problem to small Regards… Read Full Review

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★★★★☆

“Painless way to get health care cover”

Written on: 06/04/2017 by 359Buchanan (1 review written)

I'd been considering a private healthcare plan for some time, just for peace of mind more than anything else. I wasn't really expecting much when the agent 'phoned me, other than a sales pitch. I'm very glad to say that this was not the case at all. We went through the standard protocol together and he was able to provide a number of quotations to suit my specific needs and concerns. He was very quick to answer any questions, and happy to work at my schedule. I felt that I could ask any… Read Full Review

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★★☆☆☆

“Signed on and a month later increased price”

Written on: 04/04/2017 by KassidyEdwards1950 (1 review written)

Contracted service on a passport basis with BUPA. 4 weeks after I paid they said because it was a company BUPA I needed to pay 20% more!!!! How does that work out? Why could that be other than a pricing sham. If this underhanded dealing is what it's like signing on, what happens when you claim??? On the way to find a really trustworthy provider… Read Full Review

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Customer-Care's Comment

Written on: 05/04/2017

Thank you for sharing your feedback, we are very sorry to hear about your experience, please accept our sincere apologies. We would love to speak with you so we can fully understand what has happened when purchasing your policy.

Unfortunately, we are unable to track your policy details online, therefore we would be very grateful if you could kindly email us your policy details using 'REVIEW CENTRE' as the subject line of your email and one of our Customer Care Consultants will be in contact as soon as possible.

Thanks again for your comments as this enables us to continuously monitor our performance and make improvements where we can. We look forward to speaking soon and hope that we can try to resolve this matter efficiently for you.

Kind regards,
Lorna
The Health-on-Line Team

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Pmiexpert's Comment

Written on: 05/04/2017

Talk to a independent Health expert who will find the right policy for you. If you can get two employees together you can have a group contract which is typically more cost effective. If you need assistance call me, we dont charge you for our services. Regards Paul Swanson Healthwise.

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