written by Srooged on 29/11/2016
I was diagnosed with arthritis of the left knee beginning of this year 2016, by September I had a total knee replacement,so before my operation I phoned the Exeter on numerous occasions to verify I was covered by my insurance,there reply ( yes you are no problem), after the first month of my claim I received a letter stating that the previous year I had seen the GP about my left knee and not disclosed this on the form, my explanation was that I twisted my left knee and and went to my GP for some pain killers/ibuprofen at no time was I diagnosed with arthritis, but because I didn't disclose this on the form I was refused payment, when I phoned the company to explain they told me I should have disclosed this on the form,I explained that I also had a bad back the same year and went to see my GP, only to be told that I should had disclosed this on the form as it would have voided my claim,what a bad back and arthritis of the left have in common I'm not sure?, but the ironic thing is when I phoned them to explain why they rejected my claim they gave me an alternative, stay with the Exeter and carry on paying or cancel my subscriptions and pay the monies back they paid me,but they told me they would refund my previous payments to them of £120.00 a month still leaving me out of pocket. The moral of this story is....... do not join the Exeter Family if you have EVER been to the doctors for ANYTHING as they will find a way of trying to get out of paying YOU!!!
written by Keithdr65 on 02/10/2016
roen dealing with this Exeter/fos for over a year , re a claim , had the policy for 20 years no claim, had a sick note provided form my doctor, cause I did light work for a few days when my doctor has provided provided proof that I could work and understood I could not close my business down this would cause more illness, Exeter have refused claim sent a private investigator into my business who has no medical experience nor told truths. The FINANCIAL OMBUDSMAN SERVICE (FOS) have been awful their adjudicators and ombudsmen and the independent assessor who is not to be trusted have allowed a false misleding and complete failure to agree any remedy to the issues. As a result of the distress caused by Exeter unbeknown at the time the claim was made It has now been highlighted that I have a 3 blocked arteries the LAD was 100% blocked and tests over several months identified that this added to the illness reported which was genuine I April 2015, the FOS have concluded an investigation never involved me not waitied for evidence from my doctor to disprove Exeters claims that with a sick note I am not allowed to work, which is nonsense. I agreed with my doctor I needed rest which I would have been able to take as the policy covered an amount of money for this situation if illness ever was encountered. The FOS have now forwarded the complaint I have made regarding the adjudicator to an ombudsman and I would appreciate hearing from any person who has experienced similar tactics, this firm is not to be trusted and evidence supports that they have caused my heart attack via needless distress and anxiety causing blocked arteries, I have since suffered a massive heart attack and had several stents fitted in one artery. It is clear that this is a sham and a complete scheme to avoid paying for treatment and so I may recover , do not use this firm I have been in business for 35 years and this firm are one of the worst I have ever come across, they will be taken to a court de jure by me when all evidence is gathered to make sure other people are never abused by this firm ever again, they need shutting down, the FOS are clearly protectors of the system , funded by the crown corporation of London and like all government departments they are corrupt as we hear daily the disservice of the corporation. The courts judges should not be trusted and make sure you do not employ an solicitor as they are officers working for the corporation courts not for your benefit. make sure you claim a criminal tort against your common law rights as this has affected your flesh and blood health and is criminal action displayed by Exeter. Make sure a jury hearing therefore takes command of a hearing not a pretend judge as there have been no real judges in this country since 1889, I also state that you need to be wary of a star chamber court/admiralty court (magistrates court) as they are dealing with cestui que vie trust law and you need to be aware of the deception to swap roles with you to be beneficiary of the trust that was created by the corporation and held at the treasury, totally in deception from what you believe your birth certificate to mean and the game the courts play, look at how they deceive you carefully to get you to agree you are this fictional person to swap roles and you condone a commercial law when the country is governed by common law , the rules of law. You need to establish who are the administrator, adjudicator, remember you will always be the beneficiary, make only a special appearance and always have a jury trial and do it yourself a solicitor is not to be trusted. I will respond again to let you know more of the outcome of Exeter and the fraudulent deceitful FOS CORPORATION BODY PROTECTOR. I simply cannot sit back and understand the law, common law not statutes and acts of parliament which only hold the force of law if you tacitly agree to the legalease language used by the courts to deceive you from realising your common law rights which is what brexit is really about, thank god were out and if the public knew the real truth there would be an uprising.
written by Dean347 on 28/07/2016
I have had medical insurance with this company for 2 years without any kind of claim. I had to make a claim for a hernia repair and was referred by my GP. The day before my operation, having called the company 5 times, I was told my claim had been denied due to undisclosed medical condition. This was and angiogram I had 2 years prior which proved my heart was fit and well and I have never has any kind of medication or treatment before or since for heart problems. I had a scan prior to this which showed possible heart problems but the angiogram cleared me in all respects The Exeter is saying they are basing the decline on the fact my scan showed a potential problem NOT the angiogram. I have been fighting them on this for weeks, I contacted the Chief exec and three weeks later I am still waiting. I was seen by Heart specialists at Basildon, the UKS most advanced heart unit as I live close by. This Company is truly dreadful in every respect, they have been polite on the phone but that's all/. I was told to cancel my operation or self fund. Having been in contact they are refusing my claim but have offered ALL my premium's back, very odd as they say they have done nothing wrong. I am appalled by them, the way they treat people and the lack of caring, despite paying £180.00 per month to them. AVOID AT ALL COST OR YOU WILL BE SORRY,As I write I am still waiting for a letter, three weeks after my latest phone call to them, and there have been many as thy never ring back. What a sad way to run a company is all I can say
written by Parsons387 on 29/06/2016
I took out health insurance with this company as I thought I was purchasing a comprehensive package with excellent customer service. The cost of the policy was far higher than other companies but I though it was worth paying the extra just in case I ever did need to make a claim as I want to feel that we would be looked after. Unfortunately I did have to make a claim. The response time is extremely slow. They quote 5 working days to tell you if they will provide cover, they often exceed this. Other health insurance I have had give approval there and then on the phone. I am surprised they quote working days as when someone had a health concern surely every day counts. Some health insurance companies work 7 days a week. I needed a scan and follow up appointment, by the time the letter came though authorising this, I had had the scan and the follow up appointment. I felt so ill at the time that I though even if they will not cover it I need to have it done. It look 17 WORKING days for them to write to me with the approval. Another thing they did; they told me to go to a first consultation and then they would see if they would cover me! They did end up covering me but I then had to wait a further 5 working days to see if they would cover the additional follow up that I needed. It took longer than the 5 working days to get in touch with me. This company really do not understand that this is peoples lives they are messing with. They should be ashamed of themselves. I have already moved the rest of my families health insurance to another company as this company can not be trusted. I would strongly recommend using a different health insurance company and specifically one who work 7 days a week, who will give approval quickly, who do not make you wait an excessive amount of time when you need a new consultation / treatment for the same problem. This company are playing at providing health insurance, they are a small, inexperienced, incompetent company, please avoid at all cots. If I could give them zero stars I would.
written by SusanBarry on 28/06/2016
This company is an utter waste of your time and money. They are only friendly when you initially contact them to discuss taking out a policy. And a very expensive one at that. My mother and I recently secured a mortgage, and as terms of that mortgage we had to take out an insurance policy. We contacted Exeter and set up a basic policy so the mortgage would go through, though this still cost just short of £100 per month. And what did we get in return, when she needed it most? NOTHING. She was later diagnosed with lung cancer, and as a result was granted sick leave from work to go through treatment and recover. Her wonderfully supportive employer paid her in full for 6 months, hence it was only month 7 she tried to claim, a measley £700 per month (just about enough to cover the mortgage). They DECLINED. Accusing her of knowing she was ill when she took out the policy. If this was the case, SURELY she would have got insured through the nose, not for a poxy £700 which doesn't even cover half the bills, let alone enough money to live. Absolute disgrace. As if she has not been through enough already, they have caused her, and the family, so much stress, after probably the worst year of her life. And ours. We are taking this further, and hopefully they will be investigated. Up until that point, I am warning you to stay away..
written by Conway210 on 06/04/2016
Are we surprised that Exeter Family Friendly, have now dropped the 'Family Friendly' section to their name? Once their expensive premiums were matched by their brilliant customer service…….the last Exeter person that I spoke with practically barked at me down the phone Having been told that A Manager would call me back in response to a complaint….some 4 days have gone by and no one has contacted me Is it not possible that when Exeter's customers are calling them, it is because some of those customers may have been given bad news by their doctor???? Can the people manning their call centers not be a little kinder and less defensive Go elsewhere ….those high premiums are now not worth it
written by on 15/03/2015
I understood I was authorized for a consultation and diagnostics and went ahead. They then refused to pay siting pre-existing condition as an excuse when in fact I couldn't have associated the symptoms with a pre existing condition. On a separate occasion they decided that osteopathy which is "unlimited" was treating a chronic condition which it was NOT. and did not want to authorize any further sessions KEEP WELL AWAY FROM EXETER FAMILY FRIENDLY They are devious unaccommodating and unhelpful
written by Davidy204 on 04/03/2015
Please do not go with Exeter Family Friendly. The excess that you pay comes out of your amount of claim and that reduces what was £1000 for Outpatients to £750. Could be clearer on the certificate of cover. You will then get error after error on any paperwork. I was quoted £300 for blood tests and charged £905 by the hospital and that was paid without speaking to me first. In fact I was faced with the £450 outstanding to pay as there was only £450 left on my claim. The hospital let me off the £450 as they couldn't find the paperwork they insisted I had signed to agree to the test. However, because the insurance company paid the amount I was left with no money left on my claim. I now have to wait for the NHS to treat me. The only diagnosis that has been any good to me was a scan that showed I had Osteopenia. The insurance company refused to pay for that as it is considered Preventative and not Diagnostic. Read the small print. Read the small print. Read the small print.
Written on: 13/03/2015
Hi,
We are very sorry to hear about your experience. We try to make our literature as clear as possible and avoid using small print, so we’re concerned to hear about your problems.
Please contact us and we will do everything we can to help.
Exeter Family Friendly.
written by 400Fowler on 07/02/2015
Trying to make a claim for a small surgical procedure that I am fully entitled to have was one of the most stressful experiences imaginable. At a time when you are unwell and need help and support - you will be dealing with astoundingly uncaring people who appear to be deliberately making it very awkward to make even the smallest claim but for surgery that for me is life changing. I am dumbfounded that this can be allowed to happen as over the years I have struggled less with the NHS!! I have never heard of a company that has a name less well suited to them than 'family friendly' This is the first time I have ever felt it nessecary to go the the internet and write a bad review about anything......but then I have never been this upset by the way I have been treated and I feel I need to warn people and let them who or what they will be dealing with at a time when they need and HAVE PAID for much more.
Written on: 09/02/2015
Hi,
We are very sorry to hear that you have had a bad experience and are not satisfied with the level of service we have provided.
Please contact us and we will help you resolve your query.
Kind Regards,
Exeter Family Friendly
written by NolanAlexander290 on 07/02/2015
Special terms and conditions I didn't know about, when I was sold the cover by a financial management company. My terms &condions ruled out about 70 percent of my body. To my astonishment the 3rd party signed for this on my behalf with out mentioning this to me and Exeter are ok with this! Joke.
Written on: 09/02/2015
Hi,
We are very sorry to hear that you have had a bad experience and are not satisfied with the level of service we have provided.
Please contact us and we will help you resolve your query.
Kind Regards,
Exeter Family Friendly
written by jcmbooth on 29/11/2013
This company is brilliant at two things: Increasing their charges endlessly at 10% a year, and making sure their conditions avoid them having to pay up on claims for most of the time,.. Don't consider dealing with them.
Written on: 08/01/2014
Dear jcmbooth,
We are very sorry to hear about your experience and are disappointed that you feel this strongly.
As a mutual friendly society with over 85 years of experience we take pride in the high standard of service offered to both members and financial advisers.
During 2012 we paid 95% of the claims we received across our UK private medical insurance products and we are fully committed to treating members fairly when they claim on their policies.
We were also named the Best Individual Private Medical Insurance Provider at the Cover Excellence Awards 2013 for the third consecutive year.
Regarding increasing charges, we review premium rates annually to reflect the overall cost of providing cover, including claims and medical inflation. It is very important that we continue to provide worthwhile insurance cover whilst protecting our members from unacceptable financial risks.
Exeter Family Friendly.
Written on: 08/01/2014
Exeter friendly haven't looked up the facts in my case. I was a longtime 35 year member with almost no claims until, aged 92 and a war-disabled war veteran, realising that the time was approaching when I was likely to have claims, they conveniently raised the charged to make it impossible for me to continue - Jim Booth
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.
Written on: 06/02/2013
Dear tomby1,
We are very sorry to hear about your experience and are disappointed that you feel this strongly.
We will do everything we can to rectify your situation; to help us do so please contact our Complaints Handler, on 0300 123 3200 or at [email protected].
We would like to emphasise that as a mutual friendly society with over 85 years of experience, it is very rare for us to receive feedback such as this. Over the last 2 years our customer satisfaction has been rated very highly by consumer group and magazine Which?, in their annual PMI Customer Satisfaction Survey.
We look forward to hearing from you.
Exeter Family Friendly.
Written on: 22/11/2013
Why did you not get a full understanding of the underwriting on your policy, It clearly states that you are not covered during the first two years for any pre-existing condition. Quite rightly too otherwise their customers would se increases in premiums to cover your treatments costs which are clearly not eligable for claim. Your complaint appears to be unjust and unfair.
Written on: 22/11/2013
Hi,
Unfortunately as you do not know any of the finer details of this particular case, it's difficult to comment on whether it is just or fair.
I actually went through the Appeals process with this and my complaint that my condition was not pre-existing was upheld. I found the lady that processed my case once it got to this point to be excellent and she took all of the documentation she received into account - the reason the issue went as far as it did in the first place was due to the fact Exeter's medical 'professional' (and I use that term loosely) assumed circumstance without seemingly looking at the documents I had provided.
I've actually renewed with Exeter for another year of cover as I was impressed with their higher level complaint handling and appeals procedure, which gives me confidence that in future, if I have to push for the right decision to be made, it will be.
written by disapointedleeds on 15/10/2011
My husband signed up with this company after going through endsliegh as a broker and both companies have given us the worst customer service that we have ever received, they dont call back, when they actually answer the phone, they try to avoid paying out (7 weeks in and we are still waiting for a decision). My husband has been through his condition and operation details about 100 times with different people. Its rediculous we have told them we are going to complain to the ombudsman when our claims is decided. We have also contacted watch dog to warn others about them. Maybe we were stupid to follow a insurance brokers advice but maybe we are old fashioned in our thoughts that these people give good advice to clients!
Written on: 25/10/2011
We are very sorry to hear about this. Please send more details to [email protected] and we will try and resolve your problems as soon as possible.
Exeter Family Friendly.
Written on: 22/11/2013
Were you trying to claim for a pre-existing condition? They are an insurance company, not a charity!
Written on: 10/05/2012
Hi there
Given that Exeter posted a comment asking you to contact them to resolve your issues, did you manage to resolve your issues with them?
Thanks in advance for your help.
Regards
Sam
written by Kiri260180 on 21/09/2011
There is a reason why this company are cheaper than the rest, they are absolutely awful. I was with bupa and I should have stayed with them and paid the extra rather than switch to this extremely shoddy outfit. Basically you can forget trying to claim in the first year they will deny every claim, why is that? They have not had enough money out of you to make it worth their while. If you are I'll the waiting for them to approve a claim can be so detrimental on your overall health that it makes you twice as I'll as before with the worry and anxiety of will they won't they cover you. Your insurance certificate is not worth the money it is written on. If you are thinking of changing over from a more reputable company to this one, PLEASE do not do it. Unless of course you are certain you will never be I'll in which case go for it!!!
Written on: 25/10/2011
We are very sorry to hear about this. We strive to offer the best service to all of our members and are disappointed to hear about your experience.
Please send more details to [email protected] and we will try and resolve your problems as soon as possible.
Exeter Family Friendly.
Written on: 22/11/2013
Why dont you look at the Which report PMI (private medical insurance) consumer survery. This is based on 3000 clients who have claimed for their private healthcare. BUPA are clearly not reputable, at the bottom half of the league table -Exeter have cosistently been in the two of all private healthcare companies.
Again perhaps you are trying to claim for an existing condition you had prior to joining??
written by cxt on 24/06/2009
Exeter Friendly Society's Low Cost plan isnt worth the money it took to print the policy.
They have a high excess and a low max payout for out patient diagnostics, tests and consults although this is per year not per case.
They do NOT pay for any emergency treatment NOR emergency admisson to the hospital, NOR for chronic conditions, like asthma. So if you have an asthma attack and you need to be admitted to hospital, you will pay, they don't. If however you are able to schedule you attack and prebook yourself in ,then they are happy to pay.
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Sammcglynn's Comment
Written on: 02/10/2016
factual and correct
lawyer