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

★★★★☆
3.7 / 5
415
72% of users recommend this
  • Customer service

  • Value For Money

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Latest Reviews

★☆☆☆☆

“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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★☆☆☆☆

“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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★★★☆☆

“Your health welfare”

Written on: 01/04/2017 by Leandro221 (1 review written)

All in all a positive experience.Staff did try to assist when spoken to over the phone. Please try to resist going down the online path that's a real turn off for me and not one I wish to embrace… Read Full Review

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★★★★★

“Excellent help from the team”

Written on: 31/03/2017 by bzMedeiros176 (1 review written)

I contacted Health On Line for advice about a problem I had with my knee that had been giving me a lot of pain for a long time. I was given some contact details for a specialist recommended by them. I have now had my operation and I am now pain free. I have been in contact with the Health On Line team throughout who have advised and guided me along the way… Read Full Review

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★★★★★

“Accurate and simple sign-up”

Written on: 29/03/2017 by 6Redstripes (1 review written)

The whole process was well conducted and straightforward. Good to have someone who listens… Read Full Review

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★★★★☆

“Customer service”

Written on: 28/03/2017 by 423Hunt (1 review written)

I have received excellent customer service and care from the helpdesk and the specialist nursing team so far. I would not hesitate to recommend to family and friends… Read Full Review

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★☆☆☆☆

“A Slow Process”

Written on: 26/03/2017 by Stewartsv36 (1 review written)

When I needed to make a claim, I found the whole process to be very slow. Accepting the claim took about 5 days. Now I have to wait 2-3 days just for health-on-line to approve a GP referral letter. If I'd have known that HOL need so much time to process even the simplest of procedures, I would have chosen a different healthcare provider… Read Full Review

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Customer-Care's Comment

Written on: 28/03/2017

Thank you for taking the time to share your feedback, we are very sorry to hear about your experience and that it took so long to process your claim, please accept our sincere apologies.

We continuously look at how we can improve our service to our customers therefore we would be extremely grateful to hear from you and be able to discuss the problems you have encountered. Unfortunately, we are unable to track your policy details online and would really appreciate it if you could send us an email with your policy details using 'REVIEW CENTRE' as your subject line and one of our Customer Care Consultants will contact you as soon as possible.

Thanks again for your feedback, we really appreciate it and we look forward to being able to help you.

Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Easy to do business with and really helpful!”

Written on: 22/03/2017 by Jodestar (1 review written)

I was very surprised. These guys are just great, really informative about options that best suit you. At no time did I feel as though I was being 'sold to'. Competitive in pricing and able to answer all my questions. Excellent, pleased I went with them… Read Full Review

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★★★★★

“Brilliant Customer Service”

Written on: 22/03/2017 by ocai193 (1 review written)

The service i received from the customer representative while applying for my health insurance over the phone was brilliant. He was polite, friendly but also had a sense of humour and made the whole process much easier.I felt listened to and also feel everything involved was explained well in a way that was easy to comprehend for most people. I liked how he offered me alot yet when i said no he was happy to move on and didnt pester me to try to add extras to my healthcare… Read Full Review

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★★★★☆

“Great service”

Written on: 21/03/2017 by 271Church (1 review written)

Great service and friendly staff, easy to understand… Read Full Review

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★★★★★

“Great service”

Written on: 20/03/2017 by KelsieGlass (1 review written)

Was very pleased when it came to using my insurance for my daughter, being able to get quick treatment for a 4 year old is very reassuring and worth every penny. The Team were helpful and our consultant was amazing with her, would recommend!… Read Full Review

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★★★★★

“Great team”

Written on: 18/03/2017 by Lilianna165 (1 review written)

Unlike other on line/ phone sales, the service given here is great, human and professionally… Read Full Review

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★★★☆☆

“System below par”

Written on: 16/03/2017 by SavannahFord112 (1 review written)

Constantly have difficulty with your on-line system - sending reports, receiving reports, enquiries etc etc Have resorted to using e-mail directly with your staff - who contrary to your web service, are amazingly helpful. by the way - couldn't send this first time 'cos I wanted to answer to ' recommend a friend ' - undecided… Read Full Review

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Customer-Care's Comment

Written on: 16/03/2017

Thank you for taking the time to share your thoughts with us. We are sorry to read that you have had difficulty when trying to use our online system, please accept our apologies for any inconvenience caused.

We would love to speak with you about your experience, but unfortunately we are unable to track your policy details online, therefore we would be very grateful if you could email us using the subject line 'Review Centre' so we can speak with you about the problems you have encountered online.

We appreciate your feedback, as we are always looking for ways to improve our service but are glad our customer care consultants were able to help you efficiently. We look forward to hearing from you soon, thanks again.

Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Excellent and very knowledgeable”

Written on: 16/03/2017 by ShaylaParrish81 (1 review written)

He was excellent and very knowledgeable and I felt he knew everything about the product he was selling to me… Read Full Review

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★★★★★

“Denta Claim”

Written on: 16/03/2017 by HadassahWare (1 review written)

Easy enough to do by providing receipt. Claim period good - 2-3 weeks. Exactley as stated in policy detail. Very happy thank you… Read Full Review

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