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“Truly awful insurance company”

written by tomby1 on 03/02/2013

Please read this honest review if you are looking to go with this Exeter Family Friendly Insurance.

I had a specialist issue that required an operation and decided to claim through my insurance company. Unfortunately, this claim was denied due to a 'pre-existing' medical issue. Fine, I thought, they must have made a mistake. After a numver of weeks of back and forth trying to work out what was going on and resubmitting further information from my GP on my condition, I found out that my claim was still being rejected due to the fact I had pain in a similar part of my body in the past 2 years.
This would be understandable, if not for the fact I had a pre-existing benign condition that cause me pain in that part of my body. The pain I was seeing the doctor about was due to this and had been diagnosed as such - this was CONFIRMED to Exeter Family Friendly, who quite honestly didn't care.

So, here I am, 2 months down the line, going through the NHS instead because I can't get anywhere with the insurance company I pay for.

Some points to consider if you are considering Exeter Family Friendly;

1) I had my claim rejected by [name removed]. I spoke to 3 other GPs about the issue, providing the same information, who all said she clearly didn't know what she was doing if she was rejecting this claim. If you ever have your claim looked into by [name removed], please ask for an actually competent doctor.

2) I questioned the rejection of my claim and resubmitted further information. This was looked at by [name removed].. who rejected it again. Either Exeter Family Friendly only use one doctor or they don't understand what 2nd medical opinion means. Why would the same doctor accept a claim they have already rejected and are probably paid to do so?

3) I never actually got to speak to the doctor regarding my claim so I couldn't actually explain anything beyond putting it in writing. The complaints procedure was a complete joke and I was told there was basically no point complaining.

4) The call centre staff are fine - friendly and helpful, until you need to make a claim. Everything then becomes extremely slow and if you want to question a claim, they certainly lose their charming demeanor! I'm not the kind of person to get offended by a persons tone of voice but one particular woman I spoke to talked to me like a was dirt on the bottom of her shoe. Nice.

All in all, seriously unimpressed and probably the worst experience I have ever had with a company. I have been thoroughly reasonable through the past 2 months but have simply reached the point where I am completely fed up with this cowboy company.