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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Really good experience from on line GP…
Really good experience from on line GP appointment, tests, referral and consultation.
April 21, 2021
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 a pleasant experience with our AXA Doctor@Hand service, and if we can be of any further help 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 - Part of the AXA Health Group
Very helpful
April 21, 2021
Reply from Health-on-Line
Thank you for your kind words, we are really happy to hear we have been such a help, and if you have any questions at all please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Wasn't happy when trying to get through…
Wasn't happy when trying to get through to someone on the phone. I was passed from pillar to post in order to get through to the right department. Very frustrating to say the least.
April 21, 2021
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear you feel this way, I can assure you this was not our intention as we were just trying to get you put through to the correct department. We hope you were able to get the information you were looking for, and if we can be of any help at all, please don't hesitate to get back in touch with us and we will be happy to help.
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Excellent service
April 13, 2021
Reply from Health-on-Line
Thank you very much for your kind words! Please don't hesitate to get back in touch if we can be of any further help at all.
Kind Regards
Tom
The Health-on-Line Team -Part of the AXA Health Group
The renewal process
Renewal premium fair.
Refund promised re 2020-21 premium owing to Covid.
Payment process easy.
April 13, 2021
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 are satisfied with our renewal process. If we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
very useful esp during pandemic
my only problem is that the days of the availability of doctors are not shown , say in a calendar month. One have to enter a string of dates to hit the "jackpot". Dr Fung ,who saw me ,was really good.
April 13, 2021
Reply from Health-on-Line
Thank you very much for your review, and we are really pleased to hear you were able to make use of the AXA Doctor at Hand option. This service is ran by our partners Doctor Care Anywhere, but we appreciate your comments nonetheless, and we are very glad you were able to get the help you were after. If you have any queries at all, please don't hesitate to get back in touch and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
This was not a problem with the staff
This was not a problem with the staff. I was told I could not register for an online account as my policy was too old. This makes you feel you are receiving a sub standard service ....... something which is not reflected in the price of cover!
April 9, 2021
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review. We are really sorry to hear about you not being able to access your account online, and have raised your point to our digital team. If we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - part of the AXA Health Group
The team was very helpful as it is hard…
The team was very helpful as it is hard to find information when you are sick. and not feeling good. Thanks and keep it up.
March 15, 2021
Reply from Health-on-Line
Thank you very much for your kind words, we are really pleased to hear we were able to be such a help when you were not feeling well. If we can be of any further help at all, please don't hesitate to get back in touch with us and we will be happy to assist!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
I find the on-line system easy to use…
I find the on-line system easy to use and they are a very friendly and professional company to deal with.
March 14, 2021
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 found our system easy to use and found us a professional company to deal with. If we can be of any further help at all, please don't hesitate to get back in touch with us and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Excellent service for my telephone…
Excellent service for my telephone query. Negligible wait time for the phone to be answered and my question was answered straight away in a manner that was easy to understand.
March 9, 2021
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are really happy to hear you didn't have to wait long at all to speak to someone, and that you were able to get all the information you were looking for. If you have any further questions at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear of this, but glad to hear this has been rectified. If you would like to speak to us further about anything at all, 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 - Part of the AXA Health Group
People is very helpful and polite
People is very helpful and polite. My call was reply as soon as expected .
March 6, 2021
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review. We are really pleased to hear our agents were polite and helpful for you. If we can be of any further help at all, please don't hesitate to get back in touch!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Very helpful
March 6, 2021
Reply from Health-on-Line
Thank you for your review! We are glad to hear we were ale to be of help, and if you have any further questions at all, please feel free to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Well I have been with this company for…
Well I have been with this company for some time, my business due to covid has been closed this year for 37 weeks , the company very kindly gave me one month free which I so appreciated, it seems hard to get any rewards these days gor loyalty but that came up trumps , many thanks
March 2, 2021
Reply from Health-on-Line
Thank you very much for leaving us with your kind words. We are delighted we were able to be such a help during difficult times, and if we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA health Group
This was the first time I had needed to…
This was the first time I had needed to interact with HOL, I was surprised how friendly and helpful the two agents I spoke to were. Gave me confidence in the process.
March 2, 2021
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are really pleased to hear how friendly our agents were to you, and if we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-line Team - Part of the AXA Health Group
I am pleased with Health on Line
March 2, 2021
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 are pleased with us, and if we can be of any further help at all, please don't hesitate to get back in touch!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
No Longer 5 Star Service
Would have been 5 stars except for two issues. The first is that despite much of the private medical industry being closed down for the last year due to CoVid, so claims would generally be much lower than usual, the premium still increased.
The second point is that the premium payment process is more cumbersome than it needs to be. It’s not possible to simply pay on line and you have to call customer service (and listen to a long rambling recording), who then arrange for a ‘payment taker’ to eventually call you back. All a bit tedious!
February 26, 2021
Reply from Health-on-Line
Thank you for taking the time to leave us a review, and for raising a really valid point here regarding the cost of claims during the pandemic. Your are absolutely right, that we would expect to pay less in Claims during the course of the pandemic as private hospitals focus on helping the NHS during this time. Once the crisis has eased, we expect to pay higher claims due to a catch up in treatment. If there is a saving in claims once we have caught up with treatment, we will pass this back on to our members as part of our Customer Promise (please see full statement here: https://www.axahealth.co.uk/microsites-new/coronavirus/customer-promise/).
I completely understand your frustration regarding online payments, and I shall raise this with the relevant team and provide your feedback to them.
I hope this helps, and if you have any further queries at all, please don't hesitate to get in touch with us and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Professional and prompt service from…
Professional and prompt service from anyone I have had dealings with
February 24, 2021
Reply from Health-on-Line
Thank you very much for your kind review. We are really happy to hear you have had such professional and prompt service from our team, and if we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
So far so good!
The service I have received so far is both professional and very helpful. The responses are quick and efficient.
February 24, 2021
Reply from Health-on-Line
Thank you very much for you kind words. We are delighted to hear we have been able to provide such professional service, and respond to your queries in a timely manner. If we can be of any further help at all, please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Helpful staff in terms of communicating…
Helpful staff in terms of communicating and setting up a policy. Good value for money.
February 24, 2021
Reply from Health-on-Line
Thank you very much for leaving us a review, we are really pleased to hear we have been able to be such a help. If you have any further queries at all, please don't hesitate to get back in touch!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
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