Health-on-Line Reviews 

I have been insurance with Health-on-line for a number of years now. My policy was up for renewal and I needed to ask a few questions and ask for some advice. I called today and spoke to Natalie who provided me with all the answers. Natalie gave me a 5 star customer service and she was extremely professional. I have claimed once with my policy and it was a simple, straightforward and without any issues. I will continue to be insured with Health on Line and thank you to Natalie for being so kind and helpful.

Having been a member for over 10 years this is the first time I have had to contact them for advise on my policy only to ring the number on the letter from them and after waiting 28 minutes I was told this is not the right number for Heath on Line customers and given another number but was put through and I am still waiting for someone to pick up the call after another 25 mintes so nearly an hour in total so far - if you are considering a company for cover then you need one with better customer service......

In excess of 7 hours on phone trying to get online issue resolved. Call center in India worse than useless. For example, they asked which browser I used and then advised me they could not help because they only had Safari and not microsoft edge or google Chrome. Unbelievable!!!!!

I had a health insurance with health on line since 2021. I had no issues in the past when I needed to contact them or make a claim. However, I am trying to cancel my policy before it auto renews and it is impossible. No way to cancel the policy via online account or live chat. They don't answer emails on the platform (wrote them twice in a month and no response) and the waits on the phone are so long it just disconnect. It is easy for them to auto-renew and they offer multiple options to upgrade your policy via the account but none to actually cancel. Not sure that is even legal... BTW the reason why I want to cancel is because they keep increasing the price of the premium YoY despite the fact that I haven't made any claims!

I am disappointed and ashamed to be an ex underwriting employee and AXA pensioner and now an ex-customer after paying my premiums for many years without incident I had to use my policy I tried the 24/7 Doctor -at-hand featured in the handbook and explained I was in pain and needed to talk to a doctor as my own GP had no appointments for a month. Apparently theirs didn't either. Their advice "Go to your local A&E"

Should have read reviews first. No way of contacting. Phones just cut out. No information sent to say how much payment goes up yearly. Cost thousands over past 6 years. Don’t go there

None of my documentation was available online, requests for copies have been met with bland assurances but no service. I’m glad I didn’t have to use the service in an emergency

wish I had read the reviews 7 years ago when signing up, need to make a claim, shocking service, trying to see a specialist looks like being longer than the NHS could be!

Considering i've paid thousands over the years shocking service for first experience, will be finding a new provider

Avoid unless you like chasing up very single claim and spend time on hold. They say it is AXA, but no... You message HOL through the message function and they do not seem to read the message and the reply is computer says no... Read the messages!!! Apparently, have 3 customer service teams: finance, email and telephone and seems they don't have access to the same information.

Examples:
- ask for a name of a specialist. Reply is "find a specialist and we can check if they are covered"
- no, you find me a MOHS specialist. Reply is here's 3 Dermatologists. None of them are MOHS specialist
- they find one eventually at the hospital that is 100% covered. I submit the details for approval including the clinic where the procedure takes place (needs special gear). They approve it. On the day I notice that they approved the wrong clinic, and that the actually clinic is only covered 60%. 30 mins on the phone and they agree this time only 100%.
- get a bill for the 40% excess! Message them, they ignore what I wrote and say it's only covered 60%
- 14 minutes wasted today one the phone and the lady instantly sees the notes and says 100%
- at least 4 times I've had to call to and correct mistakes by the message team.
- my dermatologist has left AXA because she couldn't put up with the mistakes and constant chasing up. I will do so too...

I provided Health Online with my full medical information and was given authorisation to go ahead with the procedure. Shortly before my procedure, they have called me to advise they have changed their mind and withdrawn the authorisation. My experience suggests that they CANNOT be trusted. I will not use them again - I dread to think about what would have happened if the surgery had just taken place, this could have left me in a difficult situation financially Surely, an authorisation to proceed, is an authorisation to proceed. Not a decision that can be retracted when they feel like it. Poor company - poor customer experience. There are plenty of other providers - this isn't a provider I will use again.

Dreadful health services!! I have been trying to find the right ENT to treat a condition that I developed after Covid. Its been long them one year and I haven’t been provided the right ENT that would treat me. The ENTs they provided keeps sending me away saying they wouldn’t treat it but do not recommend anyone else. And they even wouldn’t try to diagnose you. That’s is Awful!
I complained to Health online and they said that “ They don’t know for sure that Doctor will be the right one for patients. Hence they aren’t responsible for the Doctors’s conduct
The trouble is: I only have 3 consultations in my policy and every time I see someone that sends me away I ended up with no consultation left to see someone else and it’s causing me lots of stress and anxiety as you can even rely on the HNS any longer. I’m in despair right now.
The other issue is that: The most experienced doctors either the good ones , Health online doesn’t fully covered most the experienced and expensive doctors and you ended up with Doctors that you never heard of them which definitely will jeopardise your chances of getting the right treatment promptly or ever getting the right treatment in my case.
When I used to be with AXA I never had any issue. However went to abroad , came back and was offered Health online with the promise that would operate like AXA but it never did, in fact it’s been one complaint after the other and is getting worse as they don’t even answer the phone anymore.
I joined this policy in 2019 and never was told that I would have to pay 40% of consultations and Hospital treatments as they do not cover every doctor either hospital treatments as AXA DOES. In addition if I was clearly advised of the policy I never would have joined in the first place as I wouldn’t be so stupid to put myself in a such stressful and suffering situation as I’m now. And doesn’t matter how much you complain to them as they are not prepared to listen either resolve the issue on your favourite as it’s just about money for them.
Every time you speak with different people they will tell you different things as they make it as they go along.
PS. I do not have an online account with you as I never set up one , please could you delete that as I do not even know how to access it on your website.
I definitely wouldn’t recommend Heath online either any police like the one I’m currently on ; it makes your health condition worse than it’s.

cannot get any telephone support, put on hold endlessly, 45 minutes to get a conversation with a human.

Trying to speak to someone is proving to be a nightmare & I have to agree with others, it’s an additional stress & inconvenience to be honest.

Looking to move when I’m due to renew!!

Don’t answer the phones and don’t respond to messages quickly. I really needed to speak to someone about my policy and didn’t answer for 29 mins. Gave up in the end

The second time I have needed to call the claims line and I am still on hold after nearly an hour yet again. Health issues are stressful enough which is why I pay for private health care, not to receive 3rd world service! Phone a sales line and you will get through to someone immediately, require the service and this is what you get. I would not recommend!

It would be really appreciated if we could actually speak to someone instead of waiting over an hour on the phone! Really not acceptable as this call started at 3.45pm! Personally it made me feel that overall promises on cover were not guaranteed.

I'm a person who likes to post positive reviews where due and almost never do the negative ones. Doubtless I am completely wasting my time posting this but such is our crushingly negative experience with this uncaring incompetent money-sucking parasitic organisation that I am happy to go out of my busy way to tell the world about their performance in the hope of even possibly saving another easily-fooled prospective customer (as I was 12+ years ago) from the utter waste of money and infuriating experience I have enjoyed at their mercy.
For the avoidance of doubt, I can't urge anyone strongly enough to AVOID this company and can't speak criticizingly enough of them.
I returned to the UK in 2010 with my young family having lived abroad for 10+ years where we'd been in the habit of having private healthcare. Hearing all those stories of woe in the NHS we decided to get insurance here and after shopping around settled on "Health On Line" who were subsequently acquired by AXA and incorporated into their PPP Healthcare "service". For 12 years we (as a family of 5) have happily paid our insurance premiums which have steadily risen, this year due to be around £3K. Happy customers. But then we can cause to contact them with a view to potentially (just an enquiry) making a claim to use the service. I'm struggling to not swear in describing the misery that followed. Let me briefly describe the very many attempts to make contact (web, email and phone) e.g. countless (20+) phone calls for 30+ mins waiting never once getting through to anyone, only hearing some utter BS message about long wait times, staff shortages and Covid working practices - come on, this is a private insurance company! Precisely the reason people pay for the membership is to avoid all those shortages and delays and problems. Where have all the thousands of pounds gone that I and countless others have paid them? Staff parties? Surely they could hire a couple more call centre people or just outsource to India or do something that will result in a customer experience better than a kettle full of warm vomit? Eventually we had a response after waiting more than a week via their online membership portal which when trying to complete the process resets after just a few moments 'inactivity' - basically their entire customer service system seems designed to discourage anyone from talking to them. But after persevering and waiting 7+ days for a response it was a piece of canned text basically saying bugger off.
We cancelled our Direct Debits in disgust.
Now if that happens with an organisation who even very slightly care about anything remotely relevant & important to standard business principles you'd expect them to write a letter (or even phone!) asking for feedback, making some vague attempt to understand the reason in the hope of retaining that customer... we're 5 members for 12+ years. After a wait we received an AXA branded standard letter saying membership will end but if we have financial problems we should contact some gvt help/advise sources. No attempt to retain our custom or understand the reason for leaving. Heaven forbid that we might have become discontented and/or they done something wrong. I really hope some customer service or quality training course content researcher find this and uses this as a stand out example of truly terrible disastrous service and an approach by a contemptable huge unwieldy uncaring organisation unfit to stew in their own juices.
Well AXA we left not because we can't afford your membership fees but because you suck. And hey I'm just moving up the management level where I'll get to influence staff benefits and private insurance is on my list. Guess who I won't be using, so that's at least 20 customers you've lost from me alone - and with luck others will see this and be discouraged from going anywhere near you.
All I can say is GOODBYE & GOOD RIDDANCE AXA PPP HEALTHCARE I wish I had never been your customer, let alone my whole family for 12 years. At least I will waste no more money.

Been a customer for several years - overall positive experience except for:

- they are slow to reimburse you and send you cheques!!! Who uses cheques these days?
- my premium has risen by 50% this year, so will be looking for a new provider

I was advised by the ombudsman. To mail health online to make a complain officially. Made a complaint I was told to take 8 weeks! I received a phone call from one of the representatives. She only had one question for me when you wrote your trustpilot review did we get back to you? The company is dodgy it's been more than 8-weeks I haven't had anything. I'm struggling to pay my bills and this company doesn't want to pay my money back! How is it this big company to get away with it?
If was the other way around the bailiff would come to my house.
And the interest would go up this is been going on over a year now!!
I wrote an email on thursday I haven't had anything..

Absolutely appalled by Health-on-Line. Referred to a surgeon by HOL own GP, the pathway of care was agreed and appointments all authorised by HOL. After attending the consultant appointment where a plan for surgery was agreed as the best treatment for my condition, HOL then advised that they had ‘made an error’ and they would not be prepared to cover the recommended medical treatment. There is no option to discuss this with them, the adviser ‘spoke with her manager’ but it was a flat no. I have been left devastated by this decision and realise this is a company driven by profit alone with no thought or empathy for their customers who were led to believe that they care.