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
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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
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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
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Very friendly and efficient
Very friendly and efficient. Phone calls have been quick and helpful. Dealings with claim has been problem-free. Staff always friendly & helpful. Excellent overall service.
6 March 2026
Reply from The Exeter
Good afternoon, Dixon,
Thank you for taking the time to leave us feedback. I am very happy to hear that you have had a helpful and prompt experience with our staff when contacting us on the phone and that service has been excellent overall!
Kind regards, Ruby - Member Support Specialist
Average so far
Having been with AXA PPP for years we changed to The Exeter due to cost. The old saying you get what you pay for is true.
Dealings so far are long winded and take time. Not what you expect going privately.
14 May 2026
Reply from The Exeter
Good morning Mike,
Thank you for taking the time to share your feedback with us.
I’m very sorry to hear about the delays you’ve experienced while using your policy. While we’ve recently had a higher volume of enquiries than usual, this does not reflect the level of service we strive to deliver. Please accept my sincere apologies for any inconvenience this has caused.
We would appreciate the opportunity to look into this further for you. If you would like to discuss your experience or raise any concerns, please feel free 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
Reply from The Exeter
Good morning, Kevin,
Thank you for taking a moment to leave us a review. I am very pleased to hear that we came through when you needed us most! Thank you for your 5 star review!
Kind regards, Ruby - Member Support Specialist.
Communication
I was unable to talk with an agent to resolve an issue:
Exeter could not give me a phone appointment to discuss
13 May 2026
Reply from The Exeter
Good afternoon,
Thank you for sharing your feedback with us.
I am very sorry to hear that you have had difficulty getting in touch and arranging a phone appointment to discuss your concerns. I fully appreciate how disappointing and frustrating this experience must have been.
Although we have recently seen an increase in enquiry volumes, this is not the standard of service we aim to provide, and I sincerely apologise for any inconvenience caused.
We would value the opportunity to review this matter for you. Should you wish to discuss your experience further or raise your concerns, please contact the appropriate 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
Excellent service
Been with the Exeter for 2 years now for the whole family
Had to make a couple of claims and every time all quickly dealt with.
Cannot fault them at all
3 May 2026
Reply from The Exeter
Good morning, Michael,
Thank you for leaving us a review. I am very pleased that you and your family have been with us for 2 years and are happy with the service we have provided.
Kind regards, Ruby - Member Support Specialist.
the Exeter
the Exeter, very helpful and very cooperative and completely professional I will recommend them to anybody great Health company to belong to
13 May 2026
Reply from The Exeter
Good morning, Dave,
Thank you for taking a moment to leave us a review. I am delighted to hear that you are pleased with the service at The Exeter and would recommend us to others.
Kind regards, Ruby - Member Support Specialist.
Lack of urgency or customer centric behaviour
Communication is very slow, when medical intervention is required 5 days to read and respond to an email. Wow. Your peers are so much better and clearer to work with.
5 May 2026
Reply from The Exeter
Good afternoon, Daniel,
Thank you for your review. I am very sorry to hear of the issues you have experienced with delays in contacting us and receiving a timely response, and I appreciate how frustrating this must have been.
While we have experienced high contact volumes recently, this is not the level of service we aim to provide, and I apologise for the impact on you.
We would welcome the opportunity to investigate this further for you, should you wish to discuss this further or escalate your concerns, please contact the relevant team below:
IP Claims: 0300 123 3201 (Option 1), Mon–Fri 8am–5pm, ipclaims@the-exeter.com
PMI Claims: 0300 123 3253, Mon–Fri 8am–8pm, Sat 8am–1pm, pmi-claims@the-exeter.com
Complaints: customercomplaints@the-exeter.com
Kind regards,
Ruby – Member Support Specialist.
The Exeter have done me proud
The Exeter have done me proud! Great communication and great care and attention.
12 May 2026
Reply from The Exeter
Good afternoon, John,
Thank you for taking a moment to leave us a review. I am very happy to hear that you have experienced excellent care, attention and communication when contacting us at The Exeter.
Kind regards, Ruby - Member Support Specialist.
They take a very long time to pay out…
They take a very long time to pay out for NHS treatment. Over 3 months and only paid when I made a complaint. Even though I had messaged them number if times.
If you email them they take a long time to get back to you tends just to be thank you for your email. Difficult to get through to Customer Services.
13 May 2026
Reply from The Exeter
Good afternoon, Susan,
Thank you for taking the time to share your feedback. I am sorry to hear about the difficulties you’ve experienced with payment and the delays in getting through to us. I understand how frustrating this must have been.
We have been experiencing particularly high volumes of contact over the past few months, but this does not lessen the impact on you, and I sincerely apologise for any inconvenience or stress this has caused.
If you would like us to look into this further or if you wish to escalate your concerns, please don’t hesitate to get in touch with 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
Email: customercomplaints@the-exeter.com
We would really appreciate the opportunity to put this right for you.
Kind regards, Ruby – Member Support Specialist.
From start to finish handled superbly…
From start to finish handled superbly by your team
3 April 2026
Reply from The Exeter
Good afternoon, Rhian,
Thank you for taking a moment to leave us a review.
I am delighted to hear that your experience with us has been superb! Thank you for the 5 stars.
Kind regards, Ruby- Member Support Specialist.
You have turned down all my requests…
You have turned down all my requests for payment so far, so I can’t really give any sort of review
13 May 2026
Reply from The Exeter
Good afternoon, Anne,
Thank you for taking a moment to leave us a review, we really value all feedback from our members.
I am very sorry that you don't feel pleased with the experience you have had so far.
If you would like to discuss claims further or possibly make a complaint regarding your experience so far you can contact our teams using the information 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 Support Specialist.
Very helpful and understanding and…
Very helpful and understanding and sorted the claim out well. Keep me up to date and informed at all times.
23 April 2026
Reply from The Exeter
Good afternoon, Paul,
Thankyou for taking the time to leave us a review. I am delighted to hear that our staff were helpful, got your claim sorted and kept you informed throughout.
Kind regards, Ruby - Member Support Specialist.
Wonderful cover in the course of my indisposition
Wonderful cover in the course of my being treated for a fistula . I have had to have 4 operations and after the second onwards have had to have daily dressing appointments to dress a large surgical wound in my backside . All have had to be done by skilled nurses at the private hospital as there is a continual danger of infection . Recently we have moved to every other day and now once per week , .
I can understand the underwriters reluctance to give open ended cover but am a little disappointed at the apparent lack of understanding of my need to receive treatment to what is still an open wound . I am hopeful that a letter requested by the Exeter from my surgeon will enable continued cover for what is after all continued treatment /operations
( with application of anti-septic gel each time ) .
But, Whatever the insurance company has been truly wonderful
12 March 2026
Reply from The Exeter
Good afternoon, Simon,
Thank you for taking a moment to leave us a review.
I am very pleased to hear that overall you have found your insurance with us to be wonderful. You have also highlighted an ongoing conversation between yourself and our claims team, which we unfortunately cannot address on such a public platform, however if you would like to pursue this matter further you can contact our claims team using the information 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 Support Specialist.
Reply from The Exeter
Good afternoon, Keith,
Thank you for taking the time to leave us a 5 star review! We appreciate your feedback.
Kind regards, Ruby - Member Support Specialist.
The people that I have been lucky…
The people that I have been lucky enough to have dealt with have been very understanding and shown a great deal of empathy for me at a time when the need for a claim was distressing.
15 April 2026
Reply from The Exeter
Good afternoon, AC,
Thank you for taking the time to leave us a review. I am very pleased to hear that our staff have been compassionate, helpful and understanding at a time when it mattered most.
Kind regards, Ruby - Member Support Specialist.
When my wife needed to call you
When my wife needed to call you, because of a hip problem your organisation dealt with it very quickly and very professional. Great customer experience.
16 March 2026
Reply from The Exeter
Good afternoon, Paul,
Thank you for taking a moment to leave us a review.
I am very happy to hear that your call was handled promptly and professionally when it mattered most.
Kind regards, Ruby - Member Support Specialist.
Reply from The Exeter
Hi Irwin, thank you for your review. I am really pleased that you found our service speedy and with no fuss. Many thanks Denise, Member Servicing Specialist.
You have messed me around and I am…
You have messed me around and I am still waiting for a decision while in bad pain. I wouldn’t recommend you to anyone.
2 April 2026
Reply from The Exeter
Hi, I'm sorry to hear that you are currently in pain. Please feel free to speak to our claims team and they will be happy to look into the matter for you. The telephone number for private medical claims is 0300 123 3253 and their hours are 8am to 8pm Monday to Friday and Saturday 8am to 1pm. If it is an income protection claim, the number is 0300 123 3201, option 1 and their hours are 9am to 5pm. Many thanks Denise, Member Servicing Specialist. Monday to Friday.
Telephone always answered by helpful…
Telephone always answered by helpful staff, queries answered quickly. E mail confirmation helpful
13 May 2026
Reply from The Exeter
Hi Sheila thank you for taking the time to leave a review. I'm delighted to hear that were helpful and answered your queries quicky. Many thanks Denise, Member Servicing Specialist.
Very easy and helpful.very efficient…
Very easy and helpful.very efficient and informative.Thank you.
2 April 2026
Reply from The Exeter
Hi John, Thank you for sharing your experience & leaving a 5 start review. I'm happy we were helpful and efficient. Many thanks Denise, Member Servicing Specialist.
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