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... See more
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See what reviewers are saying
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... See more
Unfortunately when my wife needed to access private health our health on line insurance fell well short of our expectations. Due to COVID we were unable to get access to see a consultant and thus rece... See more
Company replied
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 tha... See more
Company details
Information provided by various external sources
Health-on-Line is one of the UK's leading Private Medical Insurance providers, owned by AXA PPP healthcare. Offering both individual and corporate policies, Health-on-Line allows customers to tailor their cover, selecting the relevant modules for them - meaning you don't pay for any cover you don't need.
Contact info
80 Holdenhurst Road, BH8 8AQ, Bournemouth, United Kingdom
- 01202 057374
- marketing@health-on-line.co.uk
- health-on-line.co.uk
2.5
Poor
612 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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VERY HELPFUL
VERY HELPFUL, VERY FRIENDLY AGENT, THEY HELPED MYSELF DURING A VERY DIFFICULT TIME. THANK YOU.
June 20, 2020
Unprompted review
Reply from Health-on-Line
Thank you for your kind words! We are really pleased to hear our agent was able to help at a time when you needed us, and if we can be of any further help please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team
I have been with the company for 10…
I have been with the company for 10 years and I am impressed with the professionalism of the staff.
Always listening to you, helpful and responding on time.
Is the second year I speak to the advisor Louise and before that to Nikolai. Both very good at their job.
Well done health on line.
June 17, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving us with this lovely review. We are delighted to hear that you have had such helpful service over the last 10 years from us, and long may it continue! Please feel free to get back in touch with us if we can be of any further help!
Kind Regards
Tom
The Health-on-Line Team
Excellent Service once again.
Excellent Service once again.
Always very helpful, courteous and sympathetic staff on the phone.
June 16, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review! We are really happy to hear our staff were able to be so helpful during your recent call with us. If you do have any further queries or questions at all, then please don't hesitate to get back in touch with us and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
Seeking assistance the support…
When I needed assistance the support team were first class and I was up and running online within moments. Friendly & helpful despite having the complication of having to work remotely.
June 12, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your kind words. We are really pleased to hear our team were able to get you set up online, and if you have any further questions, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team
Couldn't fault anything about them
Couldn't fault anything about them, helpful from the start and going the extra mile in helping me get an appointment to see a specialist, can't thank them enough, Annette.
June 5, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving us with your kind words. We are delighted to hear that we were able to be such a help for you in getting to see a specialist. Please don't hesitate to get back in touch with us if we can be of any further help at all!
Kind Regards
Tom
The Health-on-Line Team
Excellent service from knowledgeable…
Excellent service from knowledgeable staff. Marianne answered all my queries In a very clear and competent manner and was happy to take the time to make sure that I had all the information needed.
May 29, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us your kind words for Marianne. I will pass on your comments to her and we are delighted to hear she was able to be such a help. If you do have any queries or questions at all moving forward, please do not hesitate to get back in touch and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
This company is one big joke.
This company is one big joke.
After trying for 7 weeks, SEVEN, I still can get all the family registered.
After calls, emails, nobody can assist, or knows how to assist.
I have taken out a policy for the year that up to now I wont be able to use as we need to be fully registered.
Portals are a joke, not user friendly, even when trying to verify with a passport, etc, still doesn't work.
Complete incompetence, people working there need training as they are clueless!
And yes I am annoyed, in case this hasn't been noticed...
May 27, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are really sorry to hear this, and we believe you are referring to our partners for the Doctor Care Anywhere registration process - I have escalated this to the relevant team for you, who are looking into this as we speak and we hope to have a solution for this as soon as possible for you. We apologise for this inconvenience and we will be in touch soon to let you know the next steps you need to take. If you would like to speak to us in the mean time, please don't hesitate to get back in touch with us on 01202 544 444 and we will be happy to help.
Kind Regards
Tom
The Health-on-Line Team
I have been very impressed with the…
I have been very impressed with the staff and the policies of Health on Line and would recommend them without hesitation to prospective private health families.
May 27, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving us with your kind words. We are really happy to hear you have been impressed with our service and delighted to hear you would recommend us! Please feel free to get back in touch with us if we can be of any further help.
Kind Regards
Tom
The Health-on-Line Team
Very good response to a query about my…
Very good response to a query about my cover. Could have been improved by a confirmation email.
May 25, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your kind words on your review, and we are really pleased to hear one of our agents was able to be such a help and we really value all of your feedback! Please don't hesitate to get back in touch if we can of any further help at all.
Kind Regards
Tom
The Health-on-Line Team
LIMITED COVER AND POOR CUSTOMER SERVICE
In my opinion you should avoid this company at all costs. Please do your research and compare cover with other companies.
My experiences with Health-on-line:
Limited hospital choices - unhappy with my closest hospital would have to travel approx 70 miles for the next closest.
Poor customer service - staff raised tone, continuously mis-spells name.
Refuses to confirm what is covered via hypothetical scenarios to ensure the policy is still correct for you. Told will review once claim is registered - this is unhelpful as insurance is based around risk and hypothetical anyway?
I have now left this company and insured with a company that offers more for less
May 22, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are really sorry to hear of this, and although you have already moved on we would like to see what we could have done better here. If you are able to, we would really appreciate it if you were able to email us with your full name and membership number to feedback@health-on-line.co.uk and we will look into the points you have raised in your review.
Thank you again for your feedback, and we wish you all the best for the future.
Kind Regards
Tom
The Health-on-Line Team
Typical insurance company, takes premiums then wriggles to avoid payout
I have paid my premiums for years in the knowledge that when I need medical treatment I would be covered. But when I came to need treatment, they wriggled and wriggled to avoid covering me. I planned to use one of the (few) hospitals permitted by them, and then by chance discovered that even within those hospitals only certain consultants are covered. Despite my consultant charging within the acceptable charging structure using standard rates. They said they would only cover 60% even though using one of their consultants would result in the same cost to them. It could set me back £1000’s. After months of struggling, they eventually agreed to cover my consultant but only until the renewal of my policy. Just as I was arranging treatment, Covid-19 kicked in and stopped all procedures. Now they won’t honour my treatment, won’t refund the part of the year where I couldn’t get treatment, won’t allow me to suspend my policy until private treatments start again, whenever that might be. They just want your money, but when it comes to payouts, they just aren’t interested.
Addendum. Following the above review, and the subsequent response from HOL below, i was contacted within an hour or so. Very helpful man, has clarified matters, has promised to email me with answers and assuming he does, i am happy with the outcome. Well done Health Online (in advance), if you do as promised you have recovered very well, shame it took a Trustpilot review to get action. Changing my rating in anticipation from 1* to 3*
May 19, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review. We are really sorry to hear of this and I have been in touch with one of my colleagues as a matter of urgency, and someone should be in touch shortly to address your concerns. We really value your feedback and apologise that no one has yet been able to provide you with an update on this. If you would like to speak to us in the mean time about any of this then please don't hesitate to give us a call on 01202 544 444 and we will be happy more than happy to help. We hope this helps and that we will be able to get to the bottom of this as soon as possible.
Kind Regards
Tom
The Health-on-Line Team
Desperate Bad brokers!
They sold me a misleading medical insurance. They say one thing and the policy written says something else.
Bought a medical insurance for my child. They advised on the telephone pre-existing condition is covered. Making a claim, they advised pre-condition is not covered. Now i have a hefty bill to pay. I am so disgusted how they do business. I spoke to the person who sold me, they said, 'Don't take my word read the policy!'
Would not recommend and avoid any telephone sales !
May 6, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are really sorry to hear that the brokers who sold you this policy on behalf of us gave you this impression, and I can confirm that private medical insurance generally does not cover pre-existing conditions. I would suggest getting back in touch with the company who sold you the policy, as they will be able to open an investigation into how the policy was sold to you, especially if you were made to feel that pre-existing conditions would be covered. If you would like to speak to us about any of this at all then please don't hesitate to give us a call on 01202 544 444 and we will be happy to help and answer any questions you may have.
Kind Regards
Tom
The Health-on-Line Team
Reply from Health-on-Line
Thank you very much for sharing your kind words with us, we are delighted to hear we were able to help and if you do have any queries at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team
Thank you Alison Harvey
Steve Williamson
I would like to say that the service, care and consideration I have received on two occasions from your representative Alison Harvey was exceptional, I cannot remember when I last received such professionalism and empathy during a telephone call.
Well I can actually it was when you could phone directory enquiries and ask a very pleasant lady someone’s phone number and she would do all she could to help.
All at a time when pressure with the Covid-19 crisis and working from home must add to everyone’s work load.
I cannot say enough to express my thanks and appreciation for the care and attention I received.
The lady is a legend!
I would also like to express my thanks to Lee, a senior agent in the claims team, who went out of his way to help.
Steve Williamson
Steve Williamson
Policy No. HOL/L8227306
I would like to say that the service, care and consideration I have received on two occasions from your representative Alison Harvey was exceptional, I cannot remember when I last received such professionalism and empathy during a telephone call.
Well I can actually it was when you could phone directory enquiries and ask a very pleasant lady someone’s phone number and she would do all she could to help.
All at a time when pressure with the Covid-19 crisis and working from home must add to everyone’s work load.
I cannot say enough to express my thanks and appreciation for the care and attention I received.
The lady is a legend!
I would also like to express my thanks to Lee, a senior agent in the claims team, who went out of his way to help.
Steve Williamson
would like to say that the service, care and consideration I have received on two occasions from your representative Alison Harvey was exceptional, I cannot remember when I last received such professionalism and empathy during a telephone call.
Well I can actually it was when you could phone directory enquiries and ask a very pleasant lady someone’s phone number and she would do all she could to help.
All at a time when pressure with the Covid-19 crisis and working from home must add to everyone’s work load.
I cannot say enough to express my thanks and appreciation for the care and attention I received.
The lady is a legend!
I would also like to express my thanks to Lee, a senior agent in the claims team, who went out of his way to help.
Steve Williamson
April 30, 2020
Unprompted review
Reply from Health-on-Line
Wow - thank you so much for your really kind words! We are absolutely blown away by receiving such a nice compliment and are absolutely delighted to hear Alison was able to be so helpful, in what is strange and uncertain times for everyone and glad Lee was also able to provide such a high level of service for you to get the attention required. I would highly recommend editing your post on the other hand and here, and just remove your membership number as it is something you probably shouldn't display in the public domain!
I will make sure Alison and Lee see your kind review and thank you so much again for leaving us something so positive to read in such a sea of negativity in the world right now!
Kind Regards
Tom
The Health-on-Line Team
Reply from Health-on-Line
Thank you very much for taking the time to leave us such kind words. We are delighted to hear we have been such a help, and if you do have any further queries or questions at all then please don't hesitate to get back in touch with us and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
Excellent Customer Service
The service support I received from Anthony Bowers was outstanding. We pay for service with our premiums. It is refreshing to find a company that strives to provide it by hiring quality staff like Mr Bowers.
April 28, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving some kind words for Anthony, I will make sure I pass them to him. We are delighted to hear Anthony was able to provide such a high level of service for your recent enquiry, and if you do have any further queries or questions at all please don't hesitate to get back in touch with us and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
Very pleased with health on line as I…
Very pleased with health on line as I have been from first becoming a member always there to help , making everything so easy for us , & stress free thank you very much. Regards Dean Acres
April 24, 2020
Unprompted review
Reply from Health-on-Line
Thank you so much for taking the time to leave us a review, and we are really pleased to hear we have been able to be such a help. If you have any further queries at all then please don't hesitate to get back in touch with us and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
Very helpful conversation thank you 👍
April 17, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review! We are really happy to hear you had such a helpful conversation with our agent, and if you have any further queries at all please don't hesitate to give us another call and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
I have phoned a couple of times since…
I have phoned a couple of times since being a member of Health-on-Line and have been impressed by the speed of "getting through", the friendliness and professionalism of the staff and the accuracy of the answers I have received.
April 14, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review! We are really pleased to hear you have had such good service when you have spoken to us on the phone. If we can be of any further help please don't hesitate to give us another call and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
All the dealings with the company have…
All the dealings with the company have been easy to deal with and the service has been very good.
April 8, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are really pleased to hear you have been satisfied with the service you received, and if you have any further queries or questions at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team
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