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

★★★★☆
3.7 / 5
463
71.9% of users recommend this
  • Customer service

  • Value For Money

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Latest Reviews

★★☆☆☆

“4 weeks to approve first consultation! ”

Written on: 24/07/2017 by igHudson13 (1 review written)

First time needing to make a claim and it took 4 weeks for them to authorise my consultant's meeting. Kept blaming my doctors for wrong information. My doctors got sick and tired of sending info through. The on-line email is a failure, no response for days or at all sometimes. Had to keep calling to Bournemouth! Just had MRI after meeting with consultant. Looks like he's away for 2 weeks so by the time I get to discuss my MRI it's going to be 9 weeks! So much for private healthcare, if have… Read Full Review

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★★★★★

“Health”

Written on: 23/07/2017 by Kylerf11 (1 review written)

Sometimes it was a very long wait to get through to anyone on the telephone but once through the staff were very helpful. i would recommend this company to my friends… Read Full Review

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★★★★☆

“Very helpful advisor”

Written on: 23/07/2017 by Goodetr103 (1 review written)

Have just joined the programme - proof will be what happens if we need to claim, which I hope we don't. Advisor was extremely helpful and patient. Seems to be one of the more cost effective and tailorable options for private healthcare that can be modified with time… Read Full Review

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★★★★☆

“New member first thoughts”

Written on: 23/07/2017 by 236Peters (1 review written)

Just joined health-on-line as after reading a number of reviews they came out consistently well. I did get quotes from a number of suppliers but quickly realised that cheapest is not always best! Certainly the cheapest of the 'big' guys had terrible reviews. No pressure from sales and the policy was set up quickly and efficiently. Obviously not had cause to claim yet so can't comment on that. The one area I did have problems with was registering on their web site - not a biggie but it took… Read Full Review

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★★★☆☆

“The cost”

Written on: 23/07/2017 by Wardsf451 (1 review written)

Have been a member for a while, the service and cover is excellent, I have used it a couple of times. Then when I decided to add a 4th family member, the additional cost was ridiculous. I explained this to the customer service team and suggested we would now look elsewhere, they said FINE?… Read Full Review

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★★★★☆

“Excellent Customer Service and Good Cover”

Written on: 17/07/2017 by Dalrymple473 (1 review written)

I want to share a good experience I had reagarding my first contact lenses claim. Health-On-Line covers a part of my expenses regarding contacts, and I had to claim for the first time. I did not have the option of phoning while at work and therefore send a quick email asking how to claim. I received a response quickly stating that I should just send my receipts there and then to them by email if I preferred. So I did, and I was very delighted to find the process straight-forward. Not only could… Read Full Review

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★★★★☆

“Good quality product ”

Written on: 11/07/2017 by ZaneMcGraw (1 review written)

The health insurance discussed, and accepted, starting 17/7 is exactly what I need, and gives me some peace of mind. Cheers… Read Full Review

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★★★☆☆

“DELAY IN THE APPROVAL OF PROCEDURES”

Written on: 08/07/2017

GETTING APPROVAL FOR A CONSULTATION WAS REASONABLY STRAIGHT FORWARD, BUT ANY FURTHER TESTS OR PROCEDURES IS DELAYED BY REFERRAL TO A 'MEDICAL TEAM' STILL WAITING FOR APPROVAL FOR A SKIN CANCER SURGERY AFTER A WEEK OF SUBMITTING INFORMATION REQUESTED. VERY STREESFUL… Read Full Review

Customer-Care's Comment

Written on: 11/07/2017

Thanks for sharing your feedback, we are sorry to read that you have experienced some delay whilst claiming, please accept our apologies for any inconvenience caused. We are always looking for ways to improve our services so appreciate your comments and would love to speak with you so we can understand what has happened.

Unfortunately, we are unable to track your policy details online, therefore we would be grateful if you could email us your details using the words '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 review and for your patience and we look forward to speaking soon.
Kind regards,
Lorna
The Health-on-Line Team

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★★★★★

“Happy customer ”

Written on: 04/07/2017 by Jaslync41 (1 review written)

I'm really happy for all your services. Easy to get register, good money value and 2 months free… Read Full Review

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★★★★★

“Tried, impressed with service, and signed up”

Written on: 02/07/2017 by 403Ford (1 review written)

Great customer pre-sales and follow up. Could not fault answers to all questions raised. Sales assistant returned calls when promised, (to the hour and minute), and I was not kept on long and lengthy Question sessions. Would recommend this company without hesitation… Read Full Review

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★★★★★

“Phone Application for Health Insurance”

Written on: 30/06/2017 by 169Thomas (1 review written)

The salesman I spoke to was very knowledgeable about the packages available and very accurate and concise with his offers. He was very helpful with regards to my specific needs regarding health and price. He was also very pleasant to speak to. He also phoned back at the agreed time. It was altogether a very professional sales experience. On this basis I would definitely recommend you to others… Read Full Review

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★★★★★

“Very professional”

Written on: 29/06/2017 by jmRose300 (1 review written)

Quick and easy to obtain confirmation on acceptance of my request to see a consultant… Read Full Review

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★★★★★

“Thank you for my Health Insurance!”

Written on: 27/06/2017 by YF_RH (1 review written)

So, I hate sorting out matter over the phone. You never know who you will be speaking to and what kind of way they will present themselves. I'm my opinion the person on the other end of the phone is most important. The staff member I spoke to was very patient and informative and very helpful. I understood everything about the packages he offered or the things I could add and the way it works for the future, I was pleasantly surprised that enstalling my health insurance was a stress-free and… Read Full Review

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★★★★★

“Excellent care”

Written on: 26/06/2017 by AnabelDempsey311 (1 review written)

Very efficient and advisors are very helpful and understanding… Read Full Review

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★★★★★

“Excellent Polite and Friendly Service”

Written on: 23/06/2017 by Amandag333 (1 review written)

What i liked most was the person I dealt with listened to Me unlike other Sales people who just rabbit on and try and push You the way they want rather than the way You need etc. Product is Very good Value for money and i am extremely Happy that the person I dealt with actually catered to My needs, answered all questions clearly and succinctly, while still remaining human and bubbly. I would Highly recommend this Company and if all staff are as good as the person I dealt with then You will… Read Full Review

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★★★☆☆

“poor choice of consultant”

Written on: 22/06/2017 by Lynchml340 (1 review written)

I explained that I had a fall and needed a consult that deals with wrist and shoulder. Was give name of consultant, they even made the appointment for me. Three visits to the consultant 7 weeks later the consultant told me he isn't good with wrists. He would like to refer me to another consultant. I have used up my thre visits to the consultant. I will now have to pay for the wrist consultant. Consulted health on line all the way through, they have now billed me for 40% for my MRI scan. They… Read Full Review

Customer-Care's Comment

Written on: 27/06/2017

Thanks for your feedback, we are really sorry to read about your experience and that the consultant you saw wasn't able to help you, please accept our sincere apologies for any inconvenience this has caused you. We will look into your comments and pass them to the relevant departments so we can improve our service going forwards.

We would really like to speak with you so we can understand why this has happened. Unfortunately, we are unable to trace your policy details online, therefore would be very grateful if you could send us an email using the words 'REVIEW CENTRE' as the subject line of your email and one of our Customer Care Consultants will be in contact as soon as possible.

We are always striving to improve our service so really appreciate your feedback. Apologies again,
Lorna
The Health-on-Line Team

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Ritathomas's Comment

Written on: 28/06/2017

please contact us

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Ritathomas's Comment

Written on: 29/06/2017

I'm trying to contact you but cannot find an email address for you. It's almost impossible to contact you

My account number is HOL/K1053093

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Ritathomas's Comment

Written on: 02/07/2017

It is now the 2nd July still no contact from health on line. I'm very unimpressed with the service. It has now cost me yet another two hundred pounds to see a consultant regarding my wrist. The good news is he can deal with the shoulder as well. I'm paying health on line and the consultant. Something wrong here.

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Customer-Care's Comment

Written on: 04/07/2017

I am so sorry to read that no one has been in contact, our Customer Relations Team sent a letter to you on the 27th June, please let us know if you have not received this.

Your comments are currently being investigated as we always work hard to ensure our registered consultants are able to provide the best care available. Apologies again for any inconvenience this has caused you, we are working to resolve this and understand what has happened.

Thanks again for your patience,

Kind regards,
Lorna
The Health-on-Line Team

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Ritathomas's Comment

Written on: 09/07/2017

Unfortunately I have not received your letter

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Customer-Care's Comment

Written on: 11/07/2017

Really sorry to read that you have not received this yet, we have issued a copy of our previous letter by special delivery, this should be with you by 1pm tomorrow (Wednesday12th July). Apologies again for any inconvenience caused.

Kind regards,
Lorna
The Health-on-Line Team

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Ritathomas's Comment

Written on: 06/07/2017

Well it's now the 6th July and health on line still have not contacted me regarding my issues. I have now been to see a new consultant who ca deal with shoulder and wrist. It has cost me £200. Still waiting for health on line to resolve this issue otherwise I will take legal advice

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★★★★★

“Health Care with Benefitsi had a ln”

Written on: 22/06/2017 by Devynd456 (1 review written)

During our conversation, I had the opportunity to tell the Manager what I wanted, what I didn't want and how much I was prepared to pay for it. In the end, I got Health Insurance that met all my needs, at a reasonable price. Apart from all that, I felt that I had met someone that I could really talk to, who listened as well as explained all the benefits of the Policy. Excellent service. I'm really glad that I contacted health online. I found out everything that I wanted to know, and… Read Full Review

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★★★★★

“very good”

Written on: 22/06/2017 by 321Milne (1 review written)

Better then other health companys… Read Full Review

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★★☆☆☆

“Terrible communication, had doubts the company is real”

Written on: 22/06/2017 by McNultyyv260 (1 review written)

The communications were so bad that sometimes I have not had a repsonse for a month, always getting service from a different person who had no idea or clue of the previous history, sending in claims with no receipt or acknowledgment. Havein… Read Full Review

Customer-Care's Comment

Written on: 22/06/2017

Thank you for taking the time to share your review with us, we are really sorry and disappointed to read your comments, please accept our sincere apologies for the experience that you've had. Please be assured this is not normal practice and we will be looking into this as a serious matter.

We would love to speak with you to discuss this in more detail so we can understand what has happened. Unfortunately, we are unable to trace your policy details online, therefore we would be grateful if you could email us your policy details using the words 'REVIEW CENTRE' as your subject line and one of our Customer Care Consultants will be in contact as soon as possible.

We hope to speak soon, apologies again.
Lorna
The Health-on-Line Team

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★★★☆☆

“customer Serivce slight improvments required”

Written on: 20/06/2017 by RaeK74 (1 review written)

E shot Error my name was not included and didn't look personal Helpline only open 8 hours a day and difficult to access whilst at work. Purchasing team helpful and responsive and details given as requested. would've been helpful to arrange medical notes to be sent prior to making a claim at the point of purchase and this would of led to my husband being seen quicker. overall though the service seem applicable for our needs and maybe a little more ease of access via telephone would help in… Read Full Review

Customer-Care's Response to RaeK74's Review

Written on: 20/06/2017

Thank you for taking the time to share your feedback, we are sorry to read that your email came through incorrectly, please accept our sincere apologies. We are pleased to read that our agents were helpful in arranging your health insurance, however we appreciate your comments regarding our claims journey and are sorry that you felt our opening hours were difficult to access.

Your comments have been passed to the relevant departments to enable us to continually improve our service. If you would like to discuss any of this further, please get in touch, we will be more than happy to help, apologies again.

Kind regards,
Lorna
The Health-on-Line Team

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