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

I have been a customer of HOL for many years. Had issues with claims previously, they just prefer to not pay or authorise a claim.

However I have just submitted a claim for a lump which needs scanning and NHS are 8 weeks. 3 days later no reply to my submitted claim???

After a 20 minutes wait to get through on the phone I’m advised by a totally dismissive and uncaring advisor that it takes 3 days to assess a claim!!!!! REALLY??

What sort of private healthcare is that?

My wife is with Nuffield Health and any claims she has made have been delt with within minutes and the service and aftercare superb!

I would not recommend Health on line from the experiences I have had over the years.

Had the policy a few years and then had to make a claim. Well, they would only pay 60% of my gp's recommended surgeon. Then it took them a month to process my claim despite numerous phone calls from me. Then they refused to cover the surgery. Please be careful of this company.

Been insured with them and no problem until I required a new hip. Although they claim to be associated with AXA, they are not in the same league. I wished to choose my surgeon and hospital preferring the anterior method and was advised that although my choice of both surgeon and hospital are AXA approved they would only pay 60%. Worse was to come, in that they claimed that the costs exceeded their standard rate, and they only picked up a small amount of the actual claim, leaving me with costs that exceeded some 70% of the billing to pay. I could not know when making this claim that they would act in this arbitrary manner, and when I complained and wrote to them, they very artfully constructed a lengthy response that let them completely off the hook, leaving me again with some bills were simply dismissed out of hand for no given reason. Because my original claim started in the year before, and was ongoing in the following year, they stung me for two excess fees, even though it was the same issue, ie one claim.

Would I recommend them , never, they are not truly medical but a bunch of get rich quick insurers

I joined this insurance company more than a year ago and it is probably the worst insurance company you can deal with. Went to see a consultant for an ear problem and he recommended a set of medical treatments that took over 5 sessions. The insurance company did not accept these as medical treatment sessions as they did not take place in hospital. I call 10 times, talked to 10 different people with 10 different attitudes and no record of any previous conversations could be found in their system. All in all, everything is counted as consultation and that is their strategy to see. Finally with lots of frustration I decided to cut my losses short by paying the extra treatment sessions myself and cancelling the policy. Do not waste your money on this insurance company.

Efficient! Professional. At what was a very stressful time the whole team all were calming and reassuring.

Having to complete numerous forms with a very inefficient GP proved difficult!

Fillant service and help from all the staff on the phone nothing was to much trouble made it very easy for me

Lovely lady - and very efficient!!

Excellent service, efficient and helpful.

I am already a member and just added on Travel Insurance to my policy..

Other large organisations could improve by your example.

Professionnel.... knowledgeable service . Caring and supportive with my claim and your representative personally remembered my initial call and was genuine. I have never had to make a claim before but this process felt seamless. I was impressed by the level of information on the website too.

Friendly, concise, helpful, would recommend.