My experience of having treatment authorised and payment for treatment is excellent. The reason I cannot give five stars is the increase in premium having utilised the service. Mine went up almost 100... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
So glad i took out private health care with The Exeter. I was recently diagnosed with cateracts in both eyes and have had them both operated on in a matter of 3 months. The only thing i found wa... See more
Company replied
I’ve been a member for some years and have reached my mid-eighties. Needless to say, age brings health flaws and it is so very reassuring that The Exeter is always behind me. 6 years of (managed) c... See more
Company replied
My Husband & I have been members of "The Exeter" for over 40 years.My Husband died in 2020, I decided to renew my membership. Whenever I phone for a claim, advice or information your staff membrr... See more
Company replied
Company details
Written by the company
Welcome to The Exeter. We're an award-winning healthcare and protection insurance provider with over 100 years of experience supporting our members when they need us most. Your feedback allows us to evaluate our performance and provide you with the best possible products and services.
Free access to HealthWise, our member benefits app.
As a member of The Exeter, you and your family have access to HealthWise, helping to keep you healthy and happy every day.
Contact info
Emperor Way, EX1 3FD, Exeter, United Kingdom
- 0300 123 3201
- member@the-exeter.com
- www.the-exeter.com
4.0
Great
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Too costly at renewal
1 April 2026
Reply from The Exeter
Hi William, thank you for taking the time to leave a review. You do have the option to amend the cover under your policy to reduce your premium. If you would like any quotes, please call us on 0300 123 3201, option 2. Our hours are 8am - 6pm Monday to Friday. Many thanks Denise, Member Servicing Specialist.
Reply from The Exeter
Good afternoon, Cecile,
Thank you for taking a moment to leave us a review. I am delighted to hear that you have found our staff efficient when you have contacted us.
Kind regards, Ruby - Member Support Specialist.
Reply from The Exeter
Hi Ian, thank you for taking the time to share your experience. I'm delighted that you found our service to be efficient, speedy and that my colleagues were excellent and helpful. Many thanks Jessica, Member Servicing Specialist.
Grace was a legend
Grace was a legend, helped me with my policy address change and answered my questions! Would recommend!
11 June 2026
Unprompted review
Reply from The Exeter
Hi Kowin, thanks so much for sharing your experience. I'm delighted that my colleague Grace was able to help you with your policy address change and other questions. Glad you would be happy to recommend us. Many thanks Jessica, Member Servicing Specialist.
Might be OK for more serious conditions.
I’ve not had to make any claims yet, but I have used the online/video GP consultation. 90% of the time they’ve just sent me back to my NHS GP so totally pointless.
11 June 2026
Unprompted review
Reply from The Exeter
Good morning Lou,
Thank you for taking the time to leave us a review and share your experience with us.
I’m really sorry to hear that the HealthWise app hasn’t been as helpful as you’d hoped, particularly when using the online GP service. I can understand how frustrating it must be to not get the outcome you were expecting.
The online GPs are only able to see the information entered into the app, so in some cases they may need to refer you back to your NHS GP, who has full access to your medical history. This is to make sure you receive the most appropriate and safe care, especially when it comes to treatment or medication.
If you’d like to talk this through further or provide more detailed feedback, the team at Square Health who administer the HealthWise app would be happy to help. You can reach them on 0330 822 1776 (9am-5pm, Monday to Friday) or by email at customerservice@squarehealth.com.
We really appreciate you sharing your feedback with us, as it helps us continue to improve our service.
Kind regards, Ruby - Member Support Specialist
Truly awful company to deal with
Truly awful company to deal with! The process for health insurance claims is liking pulling teeth, screwing them back in and then pulling them again. If I could give them a minus rating I would! PLEASE AVOID!!!!!
5 June 2026
Unprompted review
Reply from The Exeter
Good afternoon, Jonathan,
Thank you for taking the time to share your feedback regarding your claim. I am very sorry to hear that your experience has been disappointing, and I completely understand how frustrating this must feel. This is certainly not the standard of service we aim to provide to our members.
We would appreciate the opportunity to look into this matter further and better understand what has happened.
If you are willing to discuss your experience in more detail or have any specific concerns you would like us to address, please feel free to contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 – Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Kind regards, Ruby - Member Support Specialist
Reply from The Exeter
Good afternoon, James,
Thank you for taking the time to share your feedback. I am very sorry to hear that you have not yet received a response from our claims team following your recent period of poor health. I appreciate how important timely communication is, particularly in these circumstances, and I can understand how disappointing this must be.
The delays you have described are not reflective of the level of service we aim to provide to our members, and I would like to reassure you that your experience is being taken seriously. We would very much welcome the opportunity to investigate this further and support you in resolving any outstanding concerns.
If you are happy for us to do so, please contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 – Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints
Email: customercomplaints@the-exeter.com
Once again, please accept my sincere apologies for your experience. We hope to have the opportunity to assist you further and restore your confidence in our service.
Kind regards, Ruby - Member Support Specialist
unresponsive company at time of need
This is our first year, and I am trying to make our first claim. Website will not send email to reset password. Phone lines not asnwered. three emails ignored, not even a holding answer. I now understand why they are so much cheaper than our previous health care insurance.
4 June 2026
Unprompted review
Reply from The Exeter
Good afternoon, Viv,
Thank you for taking the time to share your feedback. I am truly sorry to hear about your experience when trying to contact us, and I understand how frustrating this must have been.
While we have experienced higher-than-usual call volumes recently, resulting in longer waiting times, it is certainly not the level of service we strive to provide. In particular, I am very concerned to hear that your emails may have gone unanswered, as this is not something we would ever expect.
We would very much appreciate the opportunity to look into this matter further and work towards resolving any outstanding concerns. If you would be happy for us to do so, please contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 – Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints
Email: customercomplaints@the-exeter.com
Once again, please accept our sincere apologies for your experience, and we hope to have the opportunity to assist you further.
Kind regards, Ruby - Member Support Specialist
Reply from The Exeter
Good morning, Louis,
Thank you for taking the time to share your feedback with us. I’m really sorry to hear about the delay to your recent payment - I understand how concerning and frustrating this must have been for you.
We recently experienced an issue affecting some claim payments, which has now been fully resolved. As this was an error on our part, we’re proactively contacting all affected members, and payments have now been issued.
If you’d like to talk this through or need any further support, our claims team would be very happy to help using the details below:
IP Claims: 0300 123 3201 (Option 1), Monday to Friday, 8am–5pm
Email: ipclaims@the-exeter.com
PMI Claims: 0300 123 3253, Monday to Friday, 8am–8pm, Saturday, 8am–1pm
Email: pmi-claims@the-exeter.com
Kind regards, Ruby - Member Servicing Specialist.
Evasive and unhelpful
OMade a simple enquiry about a potential claim...actually aimed at saving them money.Received an obstructive and unhelpful response. Asked again..just got a meaningless obfuscatory answer. Still avoid giving a useful answer.
Bit surprised at positive reviews here...some might feel not all genuine.
Meaningless response here..they have full details.
7 April 2026
Unprompted review
Reply from The Exeter
Hi, thank you for taking the time to leave us a review, I am sorry to hear of the experience that you have had when speaking to us about a potential claim. We would appreciate the opportunity to provide further clarity regarding your query. If you are happy to contact us with your policy information, our claims team can be contacted on 0300 123 3253 and they are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm. Alternatively they can be emailed at pmi-claims@the-exeter.com. If you would prefer to speak to our Member Servicing Team, we can assist you with any policy specific queries. Our telephone number is 0300 123 3201 and we are open Monday to Friday 8am to 6pm. Alternatively our email address is member@the-exeter.com. Many thanks Jessica, Member Servicing Specialist
Very empathic staff and rather can do…
Very empathic staff and rather can do then can’t do attitude. Telephone Waite a little bit too long.
7 May 2026
Reply from The Exeter
Hi Mrs Fine, thank you for taking the time to leave a review. I'm sorry you had to wait to speak to one of our agents but glad that they were empathetic and happy to help you. Many thanks Denise, Member Servicing Specialist.
Reply from The Exeter
Hi, thank you so much for your review. I am delighted that your experience with us was really good. Many thanks Jessica, Member Servicing Specialist.
Poor Service
Poor Service
I was signed off work in February with a 4 week delay period it’s now nearing the end of May……still no payment.
This was sold as protection if you are ill your costs would be covered whilst not working, a safety net. 3 months and still not a penny I was off for 6 weeks but could only claim for 2. I had to return to work as no payments were forthcoming but was still having the same effects.
I have now issued court proceedings against the Exeter to claim this money back.
20 May 2026
Unprompted review
Reply from The Exeter
Good afternoon, Ben,
Thank you for taking the time to share your feedback.
I’m sorry to hear that you’re unhappy with the service you’ve received. You do have the option to escalate your complaint to the Financial Ombudsman Service, free of charge, as outlined below. You can also find further information about their role on the Financial Ombudsman Service website -
www.financial-ombudsman.org.uk
Once again, I’m sorry that we haven’t been able to meet your expectations on this occasion.
Kind regards, Ruby - Member Support Specialist
Speaking for my husband he’s experience…
Speaking for my husband he’s experience has been first class , mine not so good , when I had issues and wanted to see a particular dr who had the Exeter on her list , I was given other options 2 were 15 miles away and the other was a dr I had already seen and didn’t like
18 May 2026
Reply from The Exeter
Good afternoon, Valerie,
Thank you for taking the time to leave your review.
I’m really sorry to hear that your recent experience hasn’t met the expectations you previously had with us. I completely understand how disappointing this must feel, especially if you were hoping to see a particular specialist.
We always aim to support our members in accessing the care they prefer. When a policy is on one of our hospital list options, and the specialist is appropriately registered, we will do our very best to accommodate requests for a specific doctor. However, if your policy is on our Guided Specialist option, referrals are arranged through our approved network. This means we aren’t always able to guarantee appointments with a named specialist, as the focus of this option is to ensure prompt access to appropriate care within the network we work with.
I appreciate that this may not have been clear or aligned with your expectations, and I’m sorry for any frustration this has caused. If you would like us to review your situation further or have any specific concerns you’d like to raise, please don’t hesitate to contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 - Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints: customercomplaints@the-exeter.com
Kind regards, Ruby - Member Support Specialist
No quibble assistance and polite staff
13 May 2026
Reply from The Exeter
Hi Mark, I'm delighted that we've been able to provide you with no quibble assistance and that my colleagues have provided you with a polite service. Many thanks for taking the time to leave a review, Jessica, Member Servicing Specialist.
I had a letter saying that my claim…
I had a letter saying that my claim could not be paid as I had not sought prior approval. This was incorrect as prior approval had been sought.
The lady I spoke to was very helpful and quickly sorted the problem.
14 May 2026
Reply from The Exeter
Good afternoon, Bob,
Thank you for taking the time to share your feedback with us.
I’m really sorry to hear about the miscommunication you’ve experienced recently in relation to your policy although glad to hear this has now been sorted. I understand how frustrating this must have been, particularly at a time when you need clear and timely information.
We would welcome the opportunity to look into this further for you and ensure your concerns are fully reviewed. If you’d like to discuss your experience in more detail or have any specific concerns you’d like to raise, please don’t hesitate to contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 - Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints: customercomplaints@the-exeter.com
Kind regards, Ruby - Member Support Specialist
Always helpful and informative
Always helpful and informative. So glad I choose Exeter over 20 years ago.
21 March 2026
Reply from The Exeter
Hi Barry, thanks so much for leaving a review. I am really pleased that you have found that my colleagues have provided you with a helpful and informative service during your longstanding membership with us. Many thanks Jessica, Member Servicing Specialist.
I have been with you for many years
I have been with you for many years. The staff are always polite and very helpful.
15 May 2026
Reply from The Exeter
Good afternoon, Mr Miller,
Thank you for taking the time to leave us a review. I am very pleased to hear you have found the staff to be polite and helpful and have retained your cover for a long time, too!
Kind regards, Ruby - Member Support Specialist.
Always someone knowledgeable and…
Always someone knowledgeable and friendly at the end of the phone.
15 May 2026
Reply from The Exeter
Good afternoon, Linda,
Thank you for your review. I am delighted to hear that you have found our staff to be knowledgeable and friendly on the phone. Thank you for the 5 star review!
Kind regards, Ruby - Member Support Specialist.
Having dealt with 2 or 3 health…
Having dealt with 2 or 3 health insurance companies over the past 45 years , I have NEVER come across one that is impossible to get a straight reply from nor any personal service. Different people all the time . It takes upwards of 5 days to receive a reply and I could go on. I will be cancelling this policy whenever I can
14 May 2026
Reply from The Exeter
Good afternoon, Jonathan,
Thank you for taking the time to provide your feedback.
I’m sorry to hear about the delays you’ve encountered while using your policy. Although we’ve recently experienced a higher-than-usual volume of enquiries, this is not the standard of service we aim to provide. Please accept my sincere apologies for any inconvenience caused.
We would welcome the chance to review this in more detail. If you would like to discuss your experience or raise any concerns, please don’t hesitate to contact the relevant team using the details below:
IP Claims: 0300 123 3201 (Option 1), Monday to Friday, 8am–5pm
Email: ipclaims@the-exeter.com
PMI Claims: 0300 123 3253, Monday to Friday, 8am–8pm, Saturday 8am–1pm
Email: pmi-claims@the-exeter.com
Complaints: customercomplaints@the-exeter.com
Kind regards, Ruby – Member Support Specialist
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.