When I finally got to see the GP it was excellent. The system was a bit clunky and had to repeat things three times. The video call wouldn’t work or my computer but did on my phone. The timing of rece... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Having had a problem uploading a document through their portal due to its format, Rachel was very helpful in finding a way round this so that a claim could proceed.
Company replied
I am not tech savvy and needed help to make a claim instead of doing it on line Sanam at general and medical could not have been kinder or more patient in arranging this for me .Sometimes a human to... See more
Company replied
Rachel was so helpful and not the least bit pushy. She was really personable and explained things very clearly, treating all questions as if they were the most insightful Qs in the world -- which the... See more
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Company details
Written by the company
Private Health Insurance Solutions.
Contact info
General & Medical House, Napier Place, PE2 6XN, Peterborough, United Kingdom
- 0800 980 4601
- sales@generalandmedical.com
- www.generalandmedical.com
4.3
Excellent
406 reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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A disappointment and a waste of time
I had the insurance with G&M for a while, when I put in a claim for the first and only time. It got refused despite the policy indicating the kind of emergency procedure I had had was covered. Wording used in the policy was generic; however I was told that the specific sub-category of the procedure was not covered - although there was no mention of precise criteria in the policy, and my requests for clarification via email were ignored. When I called an advisor on the phone, they could not tell me either why my claim was rejected and what specific category the procedure had to be to meet the criteria - the advisor said he ‘did not know.’
I felt misled by the policy and that the general approach of the company was to refuse to settle claims on some retrospective arbitrary grounds not mentioned in the documents. Ultimately it took several months to receive a letter with an explanation of how my claim was assessed.
While trying to get a clarification on my case, my policy came up for a renewal which I decided against. Despite emailing the G&M to advise I didn’t wish to renew, payment was taken from my account. I had then to contact them asking for a refund and was promised it would be processed which didn’t happen - a further email chasing this was simply ignored, so I had to go via my bank.
My overall experience was that of poor customer service and misleading practices.
10 September 2025
Unprompted review
Reply from General & Medical
Hi Victoria,
Thank you for taking the time to share your feedback with us.
We are sorry to hear that your experience with us hasn't been to our usual high standards, and we appreciate you bringing this to our attention.
We would love the opportunity to put things right, if you would like to discuss any of the points you have raised please let us know by calling 0800 970 9442 or by emailing info@generalandmedical.com
Kind Regards
Excellent customer service
20 November 2025
Reply from General & Medical
Hi,
Thank you for taking the time to share your feedback with us. It's great to hear that you had such a positive experience with our team!
If you have any questions or need any support, please don't hesitate to get in touch - we're always happy to help
Kind Regards
Very helpful staff
12 November 2025
Reply from General & Medical
Hi Mr Gupta,
Thank you for taking the time to share your experience with us. We are delighted to hear that you found our team to be very helpful.
If you have any question or need any further support, please don't hesitate to get in touch - we're always happy to help.
Kind Regards
I was struggling paying my monthly…
I was struggling paying my monthly premium which went up in costs the following year.
I needed help and support from there agent. He found a way of reducing my monthly premium without altering my pre-existing medical conditions which are in place.
Matt Dudhill the agent listened to me which made my experience great.
30 October 2025
Reply from General & Medical
Hi Miss Telesford,
Thank you for sharing your feedback with us! We're really pleased to hear that Matt was able to provide you with the help and understanding you needed. It's great to know that he was able to find a solution that worked for you and made your experience a positive one - we'll make sure to share your kind words with Matt
If you have any questions or need any further support, please don't hesitate to get in touch - Matt and the rest of the team are always happy to help.
Kind Regards
Nightmare experience with General and Medical
The whole experience of being with General and Medical has been nothing but a complete nightmare and has caused me unnecessary stress, anxiety and wasted time in trying to deal with issues. The service and support has never been there, they take far longer than any other company to settle invoices, calls not returned on a timely basis, communication with an individual, rather than a robot, is almost impossible and if they can get out of settling claims or dragging things out further, they will. I will never use this company again and would not recommend them under any circumstances. I would rather have no health insurance than use General and Medical again. I have since found that I am not the only person who has since recently left General and Medical due to not being satisfied with the level of service and professionalism.
29 October 2025
Unprompted review
Reply from General & Medical
Hi Mrs Smith,
Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience did not meet expectations.
We aim to provide a consistent and efficient service to all our members and we appreciate you highlighting your concerns. Your feedback has been noted and will be shared with the team.
We would love the opportunity to address the concerns raised in this review with you directly. If you would like to discuss this matter further, please don't hesitate to contact us on 0800 970 9442 or email us at info@generalandmedical.com
Kind Regards
They will scam you.
They will scam you.
Late review but that's what their response was to me.
1. They dont accept their own gp
2. What's the point getting referral from NHS if I paying private.
"In respect of making a new claim I must advise that as per your policy terms, the referral letter must be from your registered NHS GP. We are unable to accept referrals from Health Hero. The 24 hr GP service is a third party service where you are able to obtain advice but is not for the purposes of referrals to initiate claims under your healthcare policy"
18 June 2025
Unprompted review
Reply from General & Medical
Hi Satyam,
Thank you for taking the time to share your feedback with us, and we are sorry to hear about your negative experience.
We would love the opportunity to address the concerns raised in this review with you directly. If you would like to discuss this matter further, please don't hesitate to contact us on 0800 970 9442 or email us at info@generalandmedical.com
Kind Regards
I wish I could give 0 stars
I’m absolutely devastated by our experience with General & Medical. We took out a policy for my son because he was starting a two-year football college course, and I made it crystal clear from the very beginning that sports injury cover was essential. It was the main reason we chose this policy and trusted this company.
Now, when we actually need the policy, they’ve refused to help. My son suffered a knee injury, and his GP referred him for a scan — but the claim was declined because “sports cover isn’t included.”
To make matters worse, when we asked them to provide evidence or documentation showing that this cover was excluded, we were ignored several times. No explanation, no clarification — just silence. For a company dealing with people’s health and wellbeing, this lack of communication is unacceptable.
We feel completely misled. I was very clear that we needed sports cover, and I would never have taken out this policy had I been told otherwise. My son is now unable to attend college because of his injury, and what should have been an exciting new chapter for him has turned into months of pain, stress, and disappointment.
We trusted Howdens General & Medical to be there when it mattered, but instead we’ve been left feeling abandoned and ignored. If you’re considering a policy with them DON'T. Sadly, when we needed support the most, we were left on our own.
No point trying to speak with their customer service teams or call, they all say the same and its a complete waste of time to resolve. This really is a typical insurance company where they avoid paying a claim no matter what.
17 October 2025
Unprompted review
Reply from General & Medical
Hi Darcey,
Thank you for taking the time to share your feedback with us, and we are sorry to hear about your negative experience.
We would love the opportunity to address the concerns raised in this review with you directly. If you would like to discuss this matter further, please don't hesitate to contact us on 0800 970 9442 or email us at info@generalandmedical.com.
Kind Regards
Ethan is very helpful knowledgeable and…
Ethan is very helpful knowledgeable and friendly
15 October 2025
Unprompted review
Reply from General & Medical
HI Beverly,
Thank you for taking the time to share your experience with us! We really appreciate your lovely feedback and Ethan will be so pleased to know he made such a positive impression.
If you need any support or have any questions, please don't hesitate to get in touch - Ethan and the rest of the team are always happy to help.
Kind Regards
Providing comprehensive and timely…
Providing comprehensive and timely upgrade information; friendly client care.
23 September 2025
Unprompted review
Reply from General & Medical
Hi Denis,
Thank you for taking the time to share your feedback! We're pleased to hear that your experience was such a positive one, and we truly appreciate your kind words.
Providing helpful information and friendly support is always our aim, and it's great to know this came through.
If you have any questions or need any further support, please don't hesitate to get in touch.
Kind Regards
Renewal of policy
Really helpful information provided to tailor make the renewal process.
12 September 2025
Reply from General & Medical
Hi J,
Thank you for your kind words! We're so pleased to hear that you found the information helpful and that we could tailor the renewal process to your needs.
If you need any further support or have any questions, please don't hesitate to get in touch.
Kind Regards
Extremely helpful advice with my…
Extremely helpful advice with my renewal to keep the cost affordable which I have accepted!
12 September 2025
Reply from General & Medical
Hi Sonia,
Thank you for taking the time to share your feedback with us! We're really pleased to hear that we were able to help you during the renewal process and keep things affordable for you.
If you have any questions or need further support, please don't hesitate to get in touch!
Kind Regards
Efficient and effective
4 September 2025
Unprompted review
Reply from General & Medical
Hi Richard,
Thank you for taking the time to share your feedback with us! We are delighted to hear you found our service efficient and effective - that's exactly what we strive for.
If you have any questions or need any further support, please don't hesitate to get in touch - we're always happy to help
Kind Regards
Still awaiting reimbursement after 2…
Still awaiting reimbursement after 2 months!
16 July 2025
Unprompted review
Reply from General & Medical
Hi Customer Ray,
Thank you for taking the time to leave us a review. We're sorry to hear that your experience with us hasn't been a positive one. We would love the opportunity to put things right, if you would like to discuss this further, please don't hesitate to contact us on 0800 970 9442 or via email at info@generalandmedical.com.
Kind Regards
Great to being provided with an update…
Great to being provided with an update however not given a 5 star as today I received an email chasing me to provide the information Carole has requested and my GP has confirmed was sent
5 September 2025
Unprompted review
Reply from General & Medical
Hi Ann,
Thank you for taking the time to share your feedback with us!
We are pleased to hear that you valued the update, and we regret any inconvenience caused by the follow-up request for information that had already been provided.
Please be assured that we will review this matter to minimise the likelihood of similar occurrences in the future.
If you need any further support or assistance, please don't hesitate to get in touch - we're always happy to help.
I will never ever go with them again
I will never ever go with them again. One missed payment that they tried to take out which was OVER my actual monthly payment, second them they tried to take out double my monthly payment, then they've taken 3 times my monthly payment, I was never told that if I missed a payment they would take double next time and a £20 late fee charge which has now left me with £16 for 2 weeks. I am livid that it was never disclosed to me that late fees and extra months would be taken out, they have no care for people with learning difficulties, I even explained that reading the policy would be very difficult for me, I'll never use them again. Absolutely devastated they have done this, especially as a disabled single mother of 4 children who originally joined G&M because of my disabilities. Highly not recommended.
1 September 2025
Unprompted review
Reply from General & Medical
Hi Tamika,
Thank you for taking the time to share your feedback with us. We're sorry to hear about your experience and the distress this has caused. We take feedback like this very seriously, especially when it relates to payment communication and the impact it may have on our customers.
We'd welcome the opportunity to put things right and address the concerns you've raised. We do send communications out to our customers to keep them informed, but we'd be happy to review this with you to ensure everything was as clear and accessible as possible. If you would like to discuss this further, please don't hesitate to contact us on 0800 970 9442 or via email at info@generalandmedical.com
Kind Regards
Yet another woeful experience with…
Yet another woeful experience with General and Medical. The old adage of you pay your money and take your choice clearly applies here.
I have had PMI for more than 30 years and made the mistake of swapping to GandM on advice of a broker who said, although cheaper than some providers, they offer a reasonable service: they don’t.
Claim process is archaic and appears designed to make claiming so slow and difficult some people will give up.
All other PMIs I have used have medically trained staff on their claims lines who are able to give rapid decisions on claims; G&M has claims advisors who pass on claims (once extensive tick box forms and referrals have been processed) to their underwriters for a slow decision. I know all insurers go out of their way not to pay claims; G&M have turned this into a slow, low tech art form.
Suffice to say if you want something slick, efficient and professional go to Bupa et al. If you are happy with a pseudo NHS experience G&M is ideal.
4 August 2025
Unprompted review
Reply from General & Medical
Hi Trevor,
Thank you for leaving us a review and taking the time to share to share your feedback with us.
We understand how important a clear, efficient and responsive claims process is - especially when your health is involved.
We would love the opportunity to put things right and address the concerns raised in this review. If you would like to discuss this matter further, please don't hesitate to contact us by phone on 0800 970 9442 or via email at info@generalandmedical.com
Kind Regards
Ethan was friendly and knowledgeable…
Ethan was friendly and knowledgeable and, from the outset, he made what could have been a difficult subject (my not wanting to renew) very easy to discuss. He made me almost feel like signng up again!
30 July 2025
Unprompted review
Reply from General & Medical
Hi Stephen,
Thank you so much for your kind words! We are delighted to hear that Ethan made a potentially difficult conversation feel comfortable and respectful. It's wonderful to know his friendly and knowledgeable approach helped make the experience a positive one!
We'll be sure to pass along your feedback to him - he will be delighted to hear your kind words!
If there's anything else we can do to help, Ethan and the rest of the team are here to help, so please don't hesitate to get in touch.
Kind Regards
Prompt response
Prompt response, issue resolved first time round. Really pleased with service.
15 July 2025
Unprompted review
Reply from General & Medical
Hi Tasalla,
Thank you for taking the time to share your experience with us! We're thrilled to hear that your issue could be resolved promptly, and that you were really pleased with the level of service you received.
If you require any further assistance, please don't hesitate to get in touch - we are always happy to help.
Kind Regards
Poor Response, not what we're paying for, a third rate service
Here I am on day 8 after submitting my request to see a specialist via the claims portal and it still hasnt had a decision.
G&M advise it might take 5 working days to have your claim processed... NOTHING takes 5 working days in the digital age.
That harks back to postal mail .
Imagine , if you were diagnosed with something really worrying, but believed your premium private health insurance would get you a scan or to see a Consultant within a week.
Well it might do , but it won't be with General & Medical .
Buck up your ideas General & Medical. If only you were as efficient in actually delivering your service as you are taking the money for it .
(Late edit) after posting this review they responded at 17.15....funny that .
7 July 2025
Unprompted review
Reply from General & Medical
Hi Phil,
Thank you for your feedback. We appreciate you taking the time to share your experience.
We understand your frustration regarding the time taken to process your claim. While we always aim to assess claims as promptly and efficiently as possible, we recognise how important timely communication is - especially when it concerns your health.
We'd welcome the opportunity to discuss this with you directly and address any remaining concerns. If you'd like to speak with us further, please don't hesitate to get in touch on 0800 970 9442 or email info@generalandmedical.com
Kind Regards
Good service from General & Medical
My call was answered promptly
Sanum, who answered the phone, was very helpful. She quickly understood the query and was able to provide answers and direct me onward to further useful sources of information.
Overall, an unrushed, efficient service from a kind and pleasant person.
30 June 2025
Unprompted review
Reply from General & Medical
Hi Ken,
Thank you for taking the time to share your feedback with us! We're delighted to hear that Sanum was able to assist you promptly and efficiently. We'll be sure to pass along your kind words with Sanum - she'll be thrilled to hear that she could make your experience such a positive one.
If you need any further assistance in the future, please don't hesitate to get in touch - Sanum and the rest of the team are always happy to help.
Kind regards
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