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
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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
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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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Nuffield experience…
I had an operation today at the Nuffield hospital all went without a hitch all thanks to the Exeter.
22 April 2026
Reply from The Exeter
Hi Autoscene, thanks for leaving a review, I am so glad that your operation went well, wishing you all the best for your recovery. Many thanks Jessica, Member Servicing Specialist.
Efficient request process
My medical request was processed very efficiently from start to the conclusion of the process
18 March 2026
Reply from The Exeter
Good afternoon, Richard,
Thank you for taking the time to leave us a review. I am very pleased to hear your request was processed quickly from start to finish and thank you for rating us 5 stars!
Kind regards, Ruby- Member Support Specialist.
Always very helpful when you need them…
Always very helpful when you need them & make the process easy.
6 March 2026
Reply from The Exeter
Hi Helene, I am delighted that you have found my colleagues to be helpful and that they have made the process easy for you. Thanks for taking time to leave a review. Many thanks Jessica, Member Servicing Specialist.
I found the billing was very difficult…
I found the billing was very difficult but I had complicated matters by paying myself for the first consultation. As I have a £1000 excess I needed to at that to you.
10 April 2026
Reply from The Exeter
Good afternoon, Miss Woolley,
Thank you for taking the time to leave us a review and for sharing your feedback. I’m sorry to hear that the payment process wasn’t as clear as it could have been and that this caused some confusion. While we’re glad this was a small issue, we really appreciate you bringing it to our attention as it helps us continue to improve and make things clearer for all of our members.
Your comments have been shared with the relevant team, and we’ll keep them in mind as we review our processes going forward.
If you would like to discuss this further, please feel free to contact our Member Support Team on 0300 123 3201 (option 2), Monday to Friday, 8am–6pm.
Kind regards, Ruby - Member Support Specialist
Reply from The Exeter
Hi V Dyson, thank you for taking the time to leave a review, I am glad that you found my colleagues to be knowledgeable and helpful. Many thanks Jessica, Member Servicing Specialist.
Communication.
My claim was complicated, not due to the Exeter, my only complaint was communication could be improved between the Exeter and myself.
8 December 2025
Reply from The Exeter
Good morning, Mr Sands,
Thank you for taking the time to leave us a review. We always welcome feedback and will ensure that our communication during the claim process is reviewed with a view to improving this aspect of the claims journey based on the experience you have shared.
If you would like to progress this matter further, you always have the option to open a complaint and can do so by contacting our Claims teams using the details below:
IP Claims: 0300 123 3201 (Option 1) Monday to Friday, 8am–6pm
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
Hideous insurer...
EDIT: How dare you put me through this hell over the past month all whilst trying to navigate serious health battles including a broken dominant arm. Really, how dare you. I suggest you direct your dedication towards your customers and doing the right thing, instead of misleading review activity!! You are as bad as insurers get and rest assured, I will be proceeding with the action you have been notified of. A month of constant errors, bad faith, neglect and refusal to process the claim etc etc. I have zero trust or confidence in you and I urge anyone considering taking a policy out with this insurer to seriously reconsider - you really do NOT need this battle on top.
Totally void of ethics. 12 years I have trustingly paid premiums for an IPI policy never having to claim until now when it is simply unavoidable. I couldn't be more appalled at how obstructive and badly they are handling the claim and if I could go back 12 years I would go with another provider in a heartbeat. They are doing everything possible to delay, obstruct and cause problems.. forcing me to raise a complaint which they are now using as an excuse to not progress the claim by 8 weeks. Repeatedly refusing to answer the most basic questions about the claim for a month now and counting. Even after making it clear to the CEO that the complaint is no excuse not to correct their errors, conduct and progress the claim, she has replied to a pre-legal action notice referencing only that the complaint will be dealt with. As bad faith as it gets! Avoid like the plague!! They cannot be trusted at all!!
20 April 2026
Unprompted review
Reply from The Exeter
Good afternoon,
I’m really sorry to hear how frustrating this has been for you, and I want you to know that your concerns are being taken seriously.
Our complaints process does not pause the claim process, it works as an independent reviewer of the member experience, which means any claim will continue to move forward as normal while we review a complaint. Although we have up to eight weeks to complete a full investigation, we always aim to respond sooner wherever possible.
Your feedback is important to us and is always reviewed as part of how we improve the experience for our members. If you need to talk to us in the meantime or feel there’s anything else we should know, you’re always welcome to reach out.
You can contact the Member Support Team on 0300 123 3201 (Option 2) Mon- Fri, 8am-6pm
or our Claims teams using the information below:
IP Claims: 0300 123 3201 (Option 1) Monday to Friday, 8am–6pm
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.
Poor customer service and non approval of specialists
First of all they take an age to answer the phone and require copious paperwork to process every claim
More importantly they refused to authorise 2 specialists recommended because they were not on their approved list
With the first specialist I had to delay my procedure for 4 months until he got back on their list
The second specialist had over 30 years experience in the field and they told me that the Exeter will only pay the standard fee for a student newly qualified dermatologist. The fee was only £260 and £230 for a follow up appointment which is not extortionate. They also refused to pay the difference in what they would fund which seems very inflexible.
Overall I would not recommend their service, my previous experience with BUPA was much better
Dear Ruby
Thank you for responding so quickly and I have already made a formal complaint to The Exeter which took a few weeks to respond to and they did not address the reasons for rejecting the highly qualified and experienced dermatologist that I was referred to who has cured my skin complaint. The Exeter has previously approved specialists that charge more, also I would have been prepared to pay the difference to over and above what you were prepared to pay
I am further disappointed to receive a standard response from you following the same from your complaints department, I had hoped you would both look into the matter in more detail and provide explanations.
1 April 2026
Unprompted review
Reply from The Exeter
Good morning, Philip,
Thank you for taking the time to leave us a review. I am very sorry to hear that you have been left feeling unhappy following your recent claim. We always aim to ensure that the claims process is as smooth and stress-free as possible for our members, and I am sorry to learn that this was not your experience.
If you would like to discuss this further or wish to raise a formal complaint, our claims teams will be happy to assist you. Please find the relevant contact details below:
IP Claims: 0300 123 3201 (Option 1) Monday to Friday, 8am–6pm
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
VG communications with the Exeter team…
VG communications with the Exeter team & they’re very efficient
9 March 2026
Reply from The Exeter
Good morning, Kathy,
Thank you for taking the time to leave us a review. I am very pleased to hear you have found our team to be efficient and that your experience with the team has been 5 stars!
Kind regards, Ruby - Member Servicing Specialist.
Firstly your staff are knowledgeable
Firstly your staff are knowledgeable, empathetic and answer tge telephone.
27 March 2026
Reply from The Exeter
Good afternoon, Jeremy,
Thank you for taking a moment to leave us a review. I am very pleased you have found our staff knowledgeable, empathetic and prompt to answer the phone.
Kind regards, Ruby - Member Servicing Specialist.
Excellent Staff & service
The Exeter have excellent throughout my claim, the staff & service have been very professional & compassionate.
26 March 2026
Reply from The Exeter
Good afternoon, John,
Thank you for taking the time to leave us a review and I am delighted to hear you have been treated compassionately and professionally throughout your claim.
Kind regards, Ruby - Member Servicing Specialist
I have been diagnosed with a tumour in…
I have been diagnosed with a tumour in my colon by my local NHS hospital. Exeter have refused to expedite the analysis of the biopsy in the absence of a referral letter from my GP. This despite the fact that I have provided them with a copy of the correspondence sent to me by COLORECTALCANCERCNS (ROYAL CORNWALL HOSPITALS NHS TRUST) which confirms that I have been examined and confirms the tumour. This unreasonable delay invevitably reduces the probability of my survival.
24 March 2026
Unprompted review
Reply from The Exeter
Hi Chris, I am really sorry to hear about your situation. We have spoken to our claims team and understand that they now have received the information needed to validate your claim. If you have any further questions regarding this, please contact our claims team directly on 0300 123 3253. Alternatively you can reach them by email at pmi-claims@the-exeter.com. Wishing you all the very best with your treatment. Many thanks Jessica, Member Servicing Specialist.
Had a simple request..to get…
Had a simple request..to get authorisation for some surgeon-recommended physio, post-operatively. I got the authorisation
27 February 2026
Reply from The Exeter
Hi, thank you for taking the time to leave a review, I am really glad that we were able to get you the authorisation for your post-op physio. Wishing you the best for your recovery. Many thanks Jessica, Member Servicing Specialist.
Comprehensive service from friendly staff
It took over a month to get an open referral letter from my GP which is a must to start a claim. Exeter staff were very helpful and sent a list of consultants to choose from. When the Consultant wanted extra tests these were included. There was only a short wait on the phone to speak to a member of staff.
17 March 2026
Reply from The Exeter
Hi Edith, thank you for taking the time share your experience, I'm so glad you found my colleagues to be helpful and that you were able to get through to us on the telephone in a short time. Many thanks Jessica, Member Servicing Specialist.
At a time of great concern the team…
At a time of great concern the team were quick, sympathetic and efficient in dealing with my issue.
16 February 2026
Reply from The Exeter
Good afternoon, Gary,
Thank you for taking a moment to leave us a review. I am very happy to learn that our service was prompt when needed most, and that the process was handled with care.
Kind regards, Ruby - Member Servicing Specialist.
I had to pay myself for my oral surgery…
I had to pay myself for my oral surgery even though the surgeon said this was not an dental procedure.
16 February 2026
Reply from The Exeter
Good afternoon, Owen,
Thank you for taking the time to share your review and I'm very sorry to hear about you are unhappy with the experience you have had and understand this can be frustrating when you believe this should have been covered. Ordinarily, only maxillofacial surgeries may be covered.
We’d really like to look into this further for you. Our claims team can review the details of your case and provide clarity on the decision made and can also start the complaints process for you if you feel this is necessary.
Please feel free to contact them directly at pmi-claims@the-exeter.com or by calling 0300 123 3253.
Kind regards, Ruby - Member Servicing Specialist.
Mostly I have experienced brilliant…
Mostly I have experienced brilliant service from this company, making fast decisions and being helpful when I needed guidance. One process was very slow though, perhaps overly complicated and it is taking too much time to receive payment. I would recommend them, but some improvements could be made to achieve the 5 stars
16 March 2026
Reply from The Exeter
Hi MJQ, thank you for sharing your experience, as a mutual society we value the opinions of all our members. I am really pleased that most of your experiences with us have been brilliant. However I am sorry that you have experienced a process which slowed down the payment for you. If you would be willing to provide further feedback on this so we can investigate in more detail, please contact our Member Servicing Team on 0300 123 3201 with your policy information. We are open Monday to Friday 8am to 6pm. Alternatively you can email us at member@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
I RECEIVED AN EXCELLENT/OUTSTANDING…
I RECEIVED AN EXCELLENT/OUTSTANDING EXPERIENCE FROM START TO FINISH.
Amazing, helpfull, knowledgeable, efficient, sympathetic, caring staff. I was treated with respect and as a person and not as a number.
All bills have been paid without any hassle whatsoever.
I have been paying my medical insurance since 1980 and have rarely used it and when I have it was for minimal consultations or tests.
Exeter have always paid the bills with no problems.
In my opinion they are an outstanding company.
I do not have a computer and don't do anything online and Exeter didn't discriminate me for this like other various companies have done when I try to explain to them that I don't have a computer!.
Many Thanks for an outstanding level of service. Its nice and took the pressure off me during a worrying time. I have no family or relatives which impacted on my concerns for my health issue.
6 February 2026
Reply from The Exeter
Hi Anne, I really appreciate you sharing your experience with us and I am delighted that my colleagues have provided you with such an outstanding level of service. I'm so glad that this took the pressure off you during a worrying time. Many thanks Jessica, Member Servicing Specialist.
Reply from The Exeter
Good morning, Steven,
Thank you for taking the time to leave us a review. I am delighted to hear that you found making appointments and attaining referrals a quick and easy process.
Kind regards, Ruby - Member Servicing Specialist.
So much pushback on helping with…
So much pushback on helping with claims. We have had private insurance for years and never had issues like this on a simple emergency injury
17 January 2026
Reply from The Exeter
Hi Katie, thank you for taking the time to leave a review. I am sorry to hear of your experience. Our policies do not cover emergency treatment and are designed to complement the NHS for planned treatment. If you wish to raise a complaint regarding your claim, please contact the claims team directly. Their telephone number is 0300 123 3253 and they are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm. Alternatively their email address is pmi-claims@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
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