Health-on-Line Reviews 

I have spent half a day trying to log a claim, and I still have not managed it. I first tried it online, but after two days discovered that nothing was done.
I have now made six phone calls and Im still waiting. This is just adding to the stress, which is not what I want right now. If you looking for a responsive health insurer, try another company, I wish i did!!!

Their interpretation of my GP's notes is different from the truth and what the note actually stated. I was declined a simple physiotherapy session to see what was going on with my health issue. They state it's a pre-existing condition, I'm smart enough to not try and get treatment for something that's pre-existing. Takes ages to get replies, all they're after is your money. I'm now canceling my account with them, total waste of time and money. Avoid at all costs.

I have been a customer of HOL for many years. Had issues with claims previously, they just prefer to not pay or authorise a claim.

However I have just submitted a claim for a lump which needs scanning and NHS are 8 weeks. 3 days later no reply to my submitted claim???

After a 20 minutes wait to get through on the phone I’m advised by a totally dismissive and uncaring advisor that it takes 3 days to assess a claim!!!!! REALLY??

What sort of private healthcare is that?

My wife is with Nuffield Health and any claims she has made have been delt with within minutes and the service and aftercare superb!

I would not recommend Health on line from the experiences I have had over the years.

Note
As you can see by the reply they feel it’s ok to say they are very busy…… what a joke. You can answer a phone in 20 minutes but takes 3 days to agree a claim to begin treatment.

Been with health-on-line for 10years now they are now part of AXA health insurance - paying them £80 a month from the start slowly going up year by year to £98 a month - never made a claim in the 10yrs
Until now -
A small lump came up next to my left eye-brow above the bridge of my nose around november 2021 - slowly getting bigger in time - so decided in april to see my doctor - he advised it was probably a cyst- and would better to be removed by a cosmetic surgeon as it is on the face.
So i contacted Health-on-line thinking as this lump is still getting bigger, i need/want, this removed as soon as possible.
So i put the claim in on-line, got the referral letter from my GP as requested, waited for about a week and then received their reply from AXA ……… REJECTED - and was advised basically - You can live with it - due to it being a cosmetic issue.
Nothing about sending me to a consultant or someone to confirm it is just a cyst - i have obviously now cancelled the policy and saving that money to have it privately removed.
TYVM AXA for taking my money for 10yrs to be told - i can live with it

Absolutely no surprise here but this company is purely motivated by financial gain. It's almost impossible to actually talk to someone if there is any kind of issue. I had one claim after having been a private customer since 2015 and my premium doubled. They tried to avoid paying medical fees at every stage in the process and I had to query the payment shortfall on numerous occasions. Even the Consultant said administration errors were a common occurrence with this provider. I am really disappointed and ofcourse am no longer a custom! Good luck if you have cover with these guys and you need anything other than a minor/routine procedure!

Been with AXA through this company for several years. Now need a hip replacement and am having it done in London (for which I paid extra on my policy). They told me at the time of taking out the policy that they did not cover all of the Consultants costs, so I was prepared for that. They NOW tell me that they will only cover 60% of the AXA agreed rate (whatever that is) for the hospital costs!!

Just be very careful! Needless to say they won't be my brokers come next renewal!

The only bad part is when you try to reach them. You have this terrible message" Sorry we are terribly busy" and then you wait for about 5 minutes before they finally offer the call back service, which works very well. Why are they not offering this right away... ?

On 08/13/2021 I quit my job to get a better one then on 08/17/2021 I got injured in my house moving furniture the following day of 08/18/2021 i went to a Chiropractor in so much pain to find out that i injured my back spasm waist syndrome and inflammation on my knee that same day my physician put me on Disability i wasn't aware of Lineco weekly income benefits pay i provided the forms they needed to receive weekly income benefits and just to be denied because I quit my last employer before my claim which I wasn't told in the first place which I was planning on working but I got injured bills keep stacking up and yes I was going to receive back pay which it was going to be alot of help but no even though I met plenty of people before in the same position as my self and they were approved

The worst insurance providers I’ve ever had.
Absolute nightmare to deal with. Never ever will go any where near it.

AVOID AT ALL COST. My husband and myself have been with Health on Line for many years and they used to be great. My daughter recently joined (30years old) and paid for the full year up front. Several weeks later she woke up one morning and could not move as she had a problem with her back. Today 3 months later we have not seen anyone, Health on Line blame her gp for not sending a form back, so she gave them permission to speak to her GP and we were told yeaterday that no one at the office followed it up. Today an agumentative young man has phone me (her mum) who says hes phone the gp and they have not to the form. (They have twice)!! When I asked about speaking to the GP to get the information which was the permission my daughter gate and why this was not done. He just overspoke me and kept saying they have done nothing wrong. So she has been left for nearly 3 months with a spinal problem (not sure what it is yet as cannot get any sense outof anyone) with two yound children (8months & 6 years), she cannot pick the baby up, cannot do housework, cook, work and is in horrendous pain and now they say they want this form filling in from the doctor again (3 months later). She had not got this problem when she signed on to Health on line, it is not on her records and wants it sorting she is very worried which is not helping her mental health. I was under the impression the Private Health took over when the NHS could'nt. Well if you expect this which we did DO NOT GO TO HEALTH ON LINE. THEY ARE CHEAP FOR A REASON, THEY DO NOT DO WHAT YOU PAY FOR.

Last year our policy with Health on Line cost £4700. We had one minor claim during this period. The renewal policy is is now £8850.
Compkete and utter robbery!
My advice; look elsewhere.

When I left my company AXA scheme I was offered to continue it privately, which I did - stupidly. Three years and more than £3,000 later I find out that they in fact quietly downgraded my cover to this Health On Line bunch, a subsidiary of AXA apparently run by cowboys. Now I can only claim 60% of the fees of the the consultant I've been with via AXA for years. I feel absolutely conned. Read this and don't touch them - other reviews slate them too for the same thing and for not paying up for months. And yes I'm lodging a complaint and yes I'll talk to Trading Standards about breach of contract.

Little to no correspondence from company, missed notes on file and called me the night before a surgery to tell me the hospital I was going to wasn’t 100% covered. No empathy for customers, customer service is very polite but missing vital notes etc is just an unforgivable admin mistake. Avoid.

Lack of obviose next steps for first time user of this service. You have not processed my claim with any receipt or confirmation of action etc.

Impossible to get through by phone.
Very stressful lack of staffing for phone systems.

the lady i dealt with was always kind and ensured i had the very best treatment

HOL provided competitive quotes for my health insurance and my recent claim was dealt with efficiently without any problems. Can't ask for more!

Very quick response to my email enquiry. Good communication on the steps to be taken.

Currently, my experience is very average as there appears to be a lot of backwards and forwards just to get a consultation agreed. I hope that that my view will change once I get the latest form back. First I was asked for a copy of the referral letter and then the response was to send a further form. what could both not come together?

OK as long you don't get ill. They make you do the running round yourself: getting referral letters and treatment codes off your GP when the GPs don't know what the codes are that they're asking for, make your own appointments, don't give you a list of consultants they cover and then refuse to pay if you use the wrong one.