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.

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.

The operators who assess the claim have very limited knowledge, make excuses when a claim is sent to them, and fail to respond in a sensible and timely fashion, ignoring communications. Do not waste your money with this insurer. Choose a flagship insurer instead that process claims quickly and can be relied upon I will now have to contact the financial ombudsman

First will not work with Safari. Then I can’t sign on with either mine or my wives account and it looks like I will have to get my credentials reset. Oh well. So not a good start as the service has been down for well over a week.

I took out a policy after comparing and stupidly went for the lowest price. Three months after, I made a claim against having abnormally high BP. The Gp decided to refer me for further tests to establish the cause. When I claimed, I was told it was exempt as BP can be treated by the Gp. I don't dispute this and once another cause was ruled out I was happy for the Gp to treat it. The whole point of having insurance is to skip NHS waiting times and get a diagnosis as quickly as possible. I now have to self fund £1500 worth or expolaotory procedures. I found that wine challenged no one there cared, it's all about trying to get out of paying. Rest assured they won't be getting any recommendations from me and even if they aren't mentioned I will still warn people of this. Awful!!

I have been insured with them for 8 years and made no claims. My GP referred me to see a specialist for which I tried to make a claim. It took 3 weeks until I received two letters to say my claim had been approved and recommending hospitals/specialists. I booked time off work, booked an appointment, only to find out there had been an admin error and my claim had not been approved. All they have done is cost time and money. I'm absolutely disgusted.

Well, were to begin ! From start to finish this has been a disaster. After three years with this company this was my first claim and to say I am disappointed is an understatement. I had a consultation for a suspect tumour on my eye rim. After the operation the aftercare appointment was to remove the stitches, apparently this is also a consultation too so that was entire allowance for the year. Unfortunately I had a inflammation and a infection which needed to be address. Now, that is also a "consultation " not aftercare. So despite the fortune that I pay every month and each monthly payment is more that the " consultation" fee I do qualify to have my after care paid as each visit whatever it is for is classed as a consultation and you are only allowed two !!!! That is not made clear . Well I am cancelling my policy and will put my monthly subscription towards my " consultations ". What a rip off.

When I took this policy I was told that pre-existing claims would be looked at on a case by case basis. This was just not the case and anything I rang up about trying to claim seemed to have a tentative link to some previous condition. This did not meet my needs and I feel was not sold as the right policy for me. I did make one successful claim, however would have been cheaper for me to pay the consultant directly taking into account all the premiums I paid. Then when I received my renewal, my premiums had increased by 36%. Very poor.

I joined Health on Line after receiving a call following a search on Money Supermarket. They talk a good game but when it comes to actually making a claim they have been very difficult to deal with. The process is extremely long winded and they ask YOU to go to your GP and request full medical reports for the last 5years. They should really be the ones doing this for you (like BUPA do). I needed to see a DR and managed to get an appointment the same day WITHOUT providing my full medical report to Health On Line in time. I called them to say my GP had confirmed there was no track record or any reasons why my insurer would not agree the claim. I called HOL to let them know this and they told me I should go ahead with the appointment "at my own risk, but it appears to be fine"...I then received a bill from the Dr saying the insurer would not pay the consultation fees because of this....terrible service. I've always taken policies directly with the healthcare providers like BUPA, AVIVA,AXA and now I know why everyone should avoid the 'smaller' insurers.

Right from the start they were awful. They take forever to respond when you want to make a claim then each time you think you have completed and submitted all the endless forms on line they ask for something else and you are then waiting longer for their decision. Eventually we got to see a consultant more than 5 weeks after making a claim! They then did not approve the only hospital we could get into to see the consultant because they are very restrictive on both consultants and hospitals. This means that the consultants and surgeons on their list have very long waiting lists and if you want an operation to get you out of pain it is somewhere that is on AXA list but not covered by them. They tell you at the last minute and you have to pay 40 per cent at least of your own costs! It's a joke. They cannot even tell you how much you have to contribute not even a ballpark figure. Definitely not a good company will never use again.

I rang up as after two payments I had not received a policy number or full details of my insurance. I was told that I would receive all documents by e mail. After a week nothing had happened.So I cancelled my policy. If this is how you treat your customers I think it is shocking.

First of all the good things. Health-on-line are very good at taking your monthly fees with no pain whatsoever. First time I have called upon the service to allow me a fast consultation (NHS were talking 8 to 10 weeks) for a skin lesion on my forehead. Following was the sequence of events: 1. On line claim entry system did not work - could not recognise it's own date entry. 2. Made call directly, my claim was set up and was requested to provide copy of Doctors Referral letter. Having been in private medical insurance for some 30 years, first time I've ever had to do this for a £100 - £200 consolation - and a £100 excess in any case. 3. Took two more phone calls to get authorisation number, which was not recognised by BMI in any case. 4. BMI sent me invoice for £120, and based on HOL instructions I paid in full and posted invoice on website as requested. 5. Communication from website said I would have to pay £100 to BMI (being may excess) and they would pay them £20. 6. Requested that they send £20 to me to then receive a letter through the post requesting me to do exactly as requested before. Still waiting on the £20 after 4 weeks.

Extremley SLOW, SHOCKING COMMUNICATION. I had to chase all the time. Put claim in 18th of the month, took a month following emails and phonecalls +++ by me to eventually be told my child's claim would be covered. Then FOLOWING his first appointment I received a letter informing me the claim would not be covered. I queried this as I was told over the phone it was covered but this was denied. Now I have to pay for my child's treatmen!! I was with AXA previously and I never had any problems. I feel cheated and very upset! My advice is STAY WELL CLEAR of this INCOMPETENT, UNPROFESSIONAL organisation. I've cancelled my policy.

When I needed to make a claim, I found the whole process to be very slow. Accepting the claim took about 5 days. Now I have to wait 2-3 days just for health-on-line to approve a GP referral letter. If I'd have known that HOL need so much time to process even the simplest of procedures, I would have chosen a different healthcare provider.

If you have a rash and you need a dermatologist appointment you are not likely to be covered if you have had a rash in the past. Who has not had crashed in the pas? Did you know whether it is the same or a different rash? Health-on-line are cheaper than AXA. They explain this is because of the reduced hospital choice. But in fact they just do not pay out! Of course if they would not cancel and refund policies paid annually either. I would seriously caution anyone looking at the cheaper option, it would be best not to need them at all! Their customer support is well trained to argue and not pay! Cheap could be non-existent!

Was diagnosed with Cancer and was very scared! I called my private health care insurance(HEALTH ONLINE...AXA)and told them my condition and would like to see a consultant. They said I would need to send in my medical records so I had to wait 4 days to order them, 2 days for them to receive them and 3 days to confirm I was covered!!! I did not wait and paid personally to get the treatment and surgery done!! Health Online told me they would pay back 60 per cent of the surgeon fees which was £1600 they paid back only £300. I am still waiting on another bill to be approved but I am not holding much hope to them paying it. The time it has taken them to confirm cover, I had surgery at my own expense. The point of having private health cover is so you can get treated fast without worrying or having to cover the bill yourself. My cover per month is in excess of £30.00!! The customer service was ok although their promise to look after me when I most needed and the amount of money that they would re-imburse me was false.

Generally the reason why people join a private health service is to get away from the long waiting periods representative of the standard NHS offerings. Amazingly rather than shortening the process, now I have an additional step to complete and an entire new carousel of bureaucratic nonsense to complete which includes unbelievably getting my records from my NHS GP before I can proceed with treatment under the banner of "private" medical care. Avoid the frustration completely by piling up all of the money that you would have given to them into a pile and setting lite to it. It won't cure you but at least you will have a momentary period of warmth not offered by Health on-line.