Operation delayed months, then suddenly "pre-existing"

Click here if this is your business
★★★★☆
4.4 / 5
87% of users recommend this
Click here if this is your business
  • Customer service

  • Value For Money

Deangelo128's review of AXA PPP Health Insurance www.axappphealthcare.co.uk

★☆☆☆☆

“Operation delayed months, then suddenly "pre-existing" ”

Written on: 26/05/2020 by Deangelo128 (1 review written)

After months of delays getting an operation, and finally many more months of being unable to perform it due to coronovirus, my employer "spun out" to form a separate legal entity. I went from an AXA policy, to an identical AXA policy. The only change is the legal entity paying it.

This apparently makes my condition "pre-existing" and not covered. I had multiple calls with them. Apparently there is simply no way I can have the treatment I've been waiting 6 months for, because my policy changes in a few weeks.

I'm shocked. I asked the lady on the phone - what if I was having chemo or something? Or I was actually staying in hospital when my policy changed? Oh, she said, casually, your treatment would end.

Want health insurance for piece of mind? Yeah. You won't get it. Seems the only thing you can trust to actually care for you is the NHS. Wish I'd kept that process going because I would actually have gotten treatment by now. I thought private was supposed to be quicker.

The process was awful to deal with too. I had to do all the administration, ringing secretaries, arranging dates (that were then cancelled by AXA as the doctor they told me to contact didn't do operations in a hospital AXA supported... A total mess the whole process).

After my official complaint, AXA decided they had done a bad job! Great! I got £50 back... Didn't even cover the £100 excess. So they admit to being rubbish, but I'm still left worse off, and suffering with a condition for many more months than I should have.

Awful, awful experience.

Funny thing is I'm still a "customer". My condition just suddenly changed to pre-existing mid treatment. You can bet I'm not going to bother using them though.

  • Yes

    Have you made a claim?

  • Customer service

  • Value For Money

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
Was this review helpful? 0 0