written by Fraseret464 on 19/12/2023
WPA are the worst insurer I have ever encountered and try to remove Trustpilot negative reviews that are honest but not flattering to them, hence a false picture. My experience of them is that they bully people into submission and don't give a damn about fairness. They authorise claims and add terms like "blood tests, scans'' etc are covered, then refuse to pay the bill, citing that there was limit which they did not make clear in their letter. In fact, this actively encourages such tests when, if they had not been listed as authorised, the customer would either not have had, would have had quickly for free at an NHS hospital, or would have queried. They then leave the customer to battle the medical bill directly with the hospital/clinician and ignore complaints and information requests - yet include online reviews in eventual complaint responses as thought hat forms part of the actual complaint. Only public statements that are negative get a response (inadequate still) from WPA. Absolute sham in my opinion.
written by DaneClayton86 on 03/03/2023
WPA did not honour Authorization of scans Received following WPA authorisation regarding Abdominal Pain:- "Thank you for contacting us to make a claim. Based on the information provided, we are pleased to authorise out-patient tests and investigations that you may require to reach a diagnosis. This authorisation is limited to the next 6 weeks and includes x-rays, ultrasound scans, ECGs, pathology (blood and urine tests) complex scans (MRI/CT scan) and diagnostic surgical procedures." On 21/2/23 was informed expensive CT SCAN carried out 14/2/23 was unauthorised CT scan in urological area did not reveal source of abdominal pain Clearly if WPA were giving out genuine authorised letters it is infuriating that you get a surprise cost. I was late finding out of my claim being welshed Situation was queried 28/2/23 but I have been left stressed with continued WORRY WHAT is Abdominal Pain Can you imagine if you had a £50,000 operation you thought was authorized Everyone who considers health insurance needs to spend a lot of time analysing before TRUSTING THEM More Facts 28/2/23 I replied to secure message (Message not read or responded to 2/3/23) 28/2/23 I complained to West Sussex representation about his Head office with no response Starting the working day 2/3/23 just after making review WPA interacted with Trust Pilot review Date of experience: 28 February 2023
written by ewO'Neil333 on 20/04/2022
WPA will NOT cover pre existing conditions up to 2 years even if you haven't had any treatment for NHS in 2 years. IMPORTANTLY you still have to get a GP referral for anything before WPA will do anything,getting a hold of NHS is impossible so you will be paying them for ages before you get seen,you basically have to pay them for 2 years before they will do anything and by that time you could of paid for treatment in full without them, it's a subscription service where you pay for hassle.
written by Kelly294 on 28/02/2022
This is the start of my complaint about WPA, how it proceeds will depend on their response to my case. I have a terminal condition called Idiopathic Pulmonary Fibrosis. The life expectancy is 3 to 5 years. It is not called Cancer but has the same outcome as some bad Cancers. If I had Cancer I would be covered under my 30+year policy. But because it is not called Cancer I have an allowance of only £1000 per year for consultations, tests and outpatient treatment. I currently pay £6K a year into my policy with WPA. If I had known this fact before signing up I would have just put my money in a savings account. Lets hope they see sense before I lose the plot and go very public.
written by Lexiel209 on 09/02/2022
You sign up for a service, and you pay your money, and then when you make a claim, they say that you didn't sign up for the service you thought you signed up for. What this is is gaslighting: questioning your own reality. Even when you take their contract, take their words out of their contract, they don't accept it. It just seems like a pretty low-quality organisation, one that is simply interested in profit rather than the service they say they'll deliver. Don't know how these organisations exist, but they do.
written by LoryS on 08/02/2022
Untrusty. Awful customer service. Another disappointing experience with WPA. Two weeks wait, emails ignored and waiting on the phone lines forever, without anyone answering. When answered, WPA's "expert medical team" is implying that my GP of 11 years doesn't know his job, but they do better. How convenient, eh? The next step is the Financial Ombudsman Service. It looks like this is a commune practice for this business from reading all the other negative comments on Trustpilot from other clients.
written by amandabarnes on 25/11/2020
Excellent from the get go. From my first dealings with the adviser, and her holistic approach to presenting the personal scheme and company scheme to me has been a godsend. It’s rare to find a company from dealing with the sales to the after-care to run so seamlessly. Everyone I have dealt with in WPA has always been very professional helpful and shown genuine empathy when presented with stressful health issues and claims. Whether dealing with WPA over the phone or through the app they are easy to deal with as they are jargon free and transparent. Thank you very much for your help so far. We have been clients of yours for over a year.
written by SamShelly on 21/03/2019
Honest, genuine, professional company. Good ethics and forward thinking. The bad reviews come from undisclosed information when they signed up, not the WPA I know. I would feel utterly comfortable recommending private health insurance with WPA to friends and family.
written by RebeccaBates on 15/11/2018
There always a reason they won't pay out. AVOID!
Written on: 22/03/2019
Doesn't paint a fair picture at all... Insurance companies have strategies in place so they don't go bust, this has probably arisen from an undisclosed medical condition when you signed up. I'm a doctor and I know that this is the most commonly understood part of medical insurance.
With regards to pre-existing conditions being excluded, think of it like this, your house burns down and you subsequently call an insurance company to try and cover your loss. It is not an indemnifiable loss.
Written on: 03/03/2022
Totally agree, read my review on Trustpilot. Not there to help in your hour of need. This company deserves no stars.
written by Shylam413 on 26/09/2018
I would actually give zero stars if possible. I haven't had experience with other health insurance companies, but this company is unscrupulous. I processed three treatments this past year (including dental, which is on my plan and which is capped) and they have increased my renewal plan to a higher premium payment than anything actually offered on their 2019 options. For everything but dental (which seems to be pretty straightforward), their admin is terrible, no one answers on the message system, and they have placed one barrier after another with regard to follow up doctor visits. They demand excess paperwork from medical providers and then drop the demands when pushed to explain exactly what they require. Every single time I speak to someone it's a different person who isn't familiar with my cases, so I get passed around. I truly believe their intent is to make you give up and go away quietly.
written by Shahcb on 20/12/2017
Avoid this company like the plague. They have no scruples and will avoid honouring your claims where they can. They will backtrack on assurances given and treat you the customer in an appalling manner.I have been on the receiving end of this and am shocked that a company can operate in this way. They have admitted an error on their part but rather than being gracious about it they lack the common decency to do the right thing. They refuse to discuss issues on the phone, do not respond to emails, they keep you waiting with a deafening radio silence and treat you like some sort of pariah for wanting to claim even though you have a valid claim and policy and have been paying premiums. I have never felt so humiliated in all my life as I have after having dealt with WPA. Oh and one other thing even after declaring your full medical history and agreeing personal exclusions with you before you commit to the policy, they will then backtrack on things they didn't exclude and say they made a mistake simply to avoid honouring your claim. Absolutely shoddy business practices, even worse customer service and zero ethics. Quality, Accuracy and Certainty is what they promise you. What an absolute joke that is.
Written on: 03/03/2022
Couldn't put it better myself. Avoid the disappointment of being let down when you need them most. If I had known 30+ years ago that I would be let down this badly at age 72 I would have put my money into a savings account. Appalling, no stars!
written by Gallegoswi449 on 19/10/2017
Last minute decisions on not approving claim. Wish had stayed with BUPA
Written on: 22/03/2019
Once again, doesn't paint a fair picture at all... Insurance companies have strategies in place so they don't go bust, this has probably arisen from an undisclosed medical condition when you signed up. I'm a doctor and I know that this is the most commonly misunderstood part of medical insurance.
With regards to pre-existing conditions being excluded, think of it like this, your house burns down and you subsequently call an insurance company to try and cover your loss. It is not an indemnifiable loss.
written by Reyesys218 on 16/09/2017
I rang to discuss my treatment, they immediately gave me a claim number and all the invoices from the hospital, consultant etc were paid promptly.
written by 389Norris on 10/09/2017
I have been with WPA for a year.. my consultant recommended a cyscostopy. I had had one 10 years previously that was clear. Someone made the decision on the phone when I asked for authorisation that it was a pre-existing condition and would not be covered. They stated that if I had visited my GP in the past 5 years for a UTi it was a pre-existing condition and would not be covered. I had suffered from two uti's in the past couple of months. That was why my GP recommended seeing a consultant! It was as if some one in the call centre just decides who gets treatment authorised and who doesn't. I have term I terminated my policy with them.
Written on: 22/03/2019
And again, doesn't paint a fair picture at all... Insurance companies have strategies in place so they don't go bust, this has arisen from an undisclosed medical condition when you signed up. I'm a doctor and I know that this is the most commonly misunderstood part of medical insurance.
With regards to pre-existing conditions being excluded, think of it like this, your house burns down and you subsequently call an insurance company to try and cover your loss. It is not an indemnifiable loss.
Written on: 03/03/2022
Why are there so many bad reviews about WPA. I'll tell you why, THEY ARE AWFUL. My advice put you money in a savings account do you have it when you need it. No Stars for WPA.
written by NataliaMcCleary1947 on 04/07/2017
I have had nothing but hassles trying to get any authorisation from WPA for my procedures while being insured by them. Any procedure you try no matter how distant it is from that part of your body they try to place it under your exclusions. I had a colonoscopy several years ago, to WPA it was PCOS and needed a doctors letter to confirm it wasn't, I ask you with tears in my eyes. This time round same issue. They need an anatomy book so they can see the relevance but that would mean having to give a service. If you want a good service don't go to WPA.
Written on: 22/03/2019
And again, doesn't paint a fair picture at all... Insurance companies have strategies in place so they don't go bust, think of it in terms of your home insurance; your house burns down and you subsequently call an insurance company to try and cover your loss. It is not an indemnifiable loss.
Written on: 19/12/2023
You are obviously affiliated with them as you are a doctor who tries to excuse every criticism of them, however valid. PCOS and colonoscopy are totally different issues.
Written on: 03/03/2022
Oh look another bad review about WPA, what a surprise! I suppose that is what happens when you are AWFUL. No Stars for WPA.
written by qfCooper267 on 07/04/2017
They don't send emails. No, they send 'confidential communication' that requires you to spend the next hour resetting all sort of username, passwords, getting your customer number, blah blah blah, mainly to let you know that they won't give you any money back. Customer service is roughly the same: unhelpful. And if you think investing in a dental insurrance is a good thing if you need treatment, well,, you'd be better off paying yourself, you'd save money. Stay away!!!
Written on: 22/03/2019
So would you rather an unknown hacker in Senegal stole your personal medical history and distribute it globally?
Written on: 19/12/2023
You claim to be a GP. You are either affiliated with them or you are a member of staff there or have a business interest as you dismiss every criticism. Samshelly people reading this across every criticism know no impartial GP would be writing this against comments from people whose cases they don't know, not least because it goes against medical ethics.
Written on: 03/03/2022
Oh here we go again, another bad review about WPA. Of course it isn't their fault, it must be ours because we didn't read the small print you need a magnifying glass for!! They were happy to sign me up 30+ years ago but now that I need them they can tell me I only have a tiny amount of cover for my condition.
written by Hutchison107 on 17/03/2017
Have a policy with WPA, my wife developed pain in her back was diagnosed with Gall bladder problems and consultant advised, that it be removed. Placed a call with WPA who said yes that's covered. We arranged the operation and the day before WPA called and said its not covered due to the fact she had gone to the Dr with indigestion a year before which to them meant it was a pre-existing condition??? The consultant even called and explained how on earth could it be considered a pre existing condition as the outcome from that visit to the Drs was that my wife was gluten intolerant. They refused and said that it was a similar symptom so it would now not cover. So we ended up paying 5k of our own money to have the op as was to late to cancel!!!!!! DO NOT WASTE YOUR TIME AND MONEY ON THIS COMPANY
Written on: 03/03/2022
Yes, it's another bad review for WPA. Surely they can't be that thick skinned, can they? Perhaps they should listen to some of the complaints and understand their policies are the problem, not the poor disappointed customers left out in the cold at 72 years of age. Appalling.
written by Hutchison107 on 17/03/2017
Have a policy with WPA, my wife developed pain in her back was diagnosed with Gall bladder problems and consultant advised, that it be removed. Placed a call with WPA who said yes that's covered. We arranged the operation and the day before WPA called and said its not covered due to the fact she had gone to the Dr with indigestion a year before which to them meant it was a pre-existing condition??? The consultant even called and explained how on earth could it be considered a pre existing condition as the outcome from that visit to the Drs was that my wife was gluten intolerant. They refused and said that it was a similar symptom so it would now not cover. So we ended up paying 5k of our own money to have the op as was to late to cancel!!!!!! DO NOT WASTE YOUR TIME AND MONEY ON THIS COMPANY
written by Kemprb175 on 01/04/2016
This company happily takes your money. However when you submit a claim that's when the shutters come down. They don't want to know and put everything in the way to make a claim. Save your money from them. Find another company but spend time looking at reviews.
Written on: 22/03/2019
Clearly because you signed up moratorium underwriting, you were probably made fully aware of what you were getting yourself into and signed underneath. I'm a doctor and this is another one of the most commonly misunderstood parts of medical insurance, WPA made it clear cut to me when I signed up.
Written on: 03/03/2022
And another bad one. When will you start listening WPA?
written by on 08/02/2016
Possibly the worst service I have ever received in the UK. Over four years I had been a member (I have now switched to another provider), ever claim I have to make resulted in an initial rejection. The first rejection, I was pre-approved, once I made the claim I was asked to provide 5 years of medical history from my GP (they said they'd pay for this, I was never re-imbursed). My medical history showed no pre-existing conditions, however the claim was still rejected. My daughter was on the same policy, a claim for her treatment was rejected because we did not get a referral from an NHS GP, it was a private GP, even though this was explained at the time the pre-authorisation was given. I have since joined another provider, have raised 1 claim, not an issue at all, was pre-authorised and paid promptly and without question.
Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
As rated by our community of reviewers
Ralphisspecific's Comment
Written on: 19/12/2023
I had the same experience. I think they have been getting away with this for years and am keen to speak re. a class action claim