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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I broke my leg and they have been just…
I broke my leg and they have been just fantastic. Easy to deal with, polite and haven't turned down a claim yet!
February 24, 2021
Reply from Health-on-Line
Thank you very much for your kind words! We are really pleased to hear you have had such a positive claims experience and we have been able to help. 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
At this time it is important to have…
At this time it is important to have private medical but it is expensive when you have not claimed for several years and the cost still goes up.
You don’t have any options particularly if you have any previous conditions that you want to be covered.
Overall it is important to have, more so with the current NHS waiting list.
When I last claimed several years ago the service was very good.
February 23, 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 had good service when you made a claim in the past, and we really value your feedback around the cost of having a policy. As I am sure you are aware, over time, the risk of claiming increases with age which is one of the factors in determining the price of your policy. I hope this helps, and if you have any further queries or questions at all, please don't hesitate to give us a call and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Had a medical query concern and was…
Had a medical query concern and was directed to Doctor Care. An online GP meeting was held two days later which gave me everything I needed. Good service
February 20, 2021
Reply from Health-on-Line
Thank you very much for your kind words here. We are delighted to hear you were able to get all the support you needed from our AXA Dr@Hand service, 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
AVOID AT ALL COSTS
Worst experience ever, any excuse for not paying for therapy.
Have been paying every month for many years without a single claim just to have that peace of mind but in the first instance I had an injury and needed therapy they started fabricating some really strange rules and technicalities to avoid paying for the claim which is not even a fraction of what I’ve paying for over the years.
This doesn’t give you a peace of mind, it’ll give you NIGHTMARES.
AVOID AT ALL COSTS
February 16, 2021
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review and we are sorry to hear of this. I asked one of my colleagues, Holly, to get in touch with you and I hope she was able to help and provide some clarity for you here. If you would like to speak to us further, please don't hesitate to give us a call on 01202 544 444 and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Easy to reach people to speak with
Easy to reach people to speak with. Good cover, very helpful staff.
February 14, 2021
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are really pleased to hear we were able to be such a help, and if you have any further queries 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 lady on the phone was helpful with…
The lady on the phone was helpful with the information I wanted but Iam unable to log in.
I have given the date of birth on the policy numerous times but it is always listed as wrong and in turn I am unable to log on to the system
February 9, 2021
Reply from Health-on-Line
Thank you for taking the time to leave us a review and we are sorry to hear of this. I have asked our Customer Service team to get in touch with you, and we hope you are able to get this sorted. If you have any questions at all in the meantime, 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
Good service.
Never had any problems.
If I need advice they’re always pleasant & happy to help, over the telephone.
This’ll be my fourth year of being with Health on Line.
Glad I’ve changed health care providers. Fairly competitive.
So far so good.
February 8, 2021
Reply from Health-on-Line
Thank you very much for your kind words, we are really pleased to hear that we have always been able to be such a help to you, and if you have any further queries 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
Brilliant service
Appointment arranged very quickly. The confirmation of the appointment and reminders were all very useful. Doctor was incredibly punctual and efficient. Follow up documents available almost immediately.
February 2, 2021
Reply from Health-on-Line
Thank you for your kind words, we are really happy to hear you were able to have such brilliant service, 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
Very helpful customer service
Very helpful customer service. However, the computer systems between Health on line and Axa needs to be sorted out.
February 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 were able to receive such helpful service, and sorry to hear you feel that way about our systems. If we can help clear anything up here, please don't hesitate to give us a call on 01202 544 444 and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
excellent service
your colleagues were excellent at describing the different options available to us. No hard sell nd we decided to renew again because of the previous service we have enjoyed. Regards Ian
January 30, 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 staff were able to be such a help for you and provide such a helpful service for you. 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
A great service I would highly recommend
A great service from beginning to end . I asked for an appt and I was talking to a Dr on zoom 25 minutes later . A thorough 15 minute consultation and a prescription delivered to my door the next day . Fantastic
January 29, 2021
Reply from Health-on-Line
Thank you very much for leaving us this review, it is really great to hear you were able to get the service you needed so promptly and make good use of of our AXA Doctor at Hand service. If you have any further queries 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
Responded very quickly to my query and…
Responded very quickly to my query and resolved immediately.
January 27, 2021
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review! We are really pleased our team were able to be such a help, and 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
Very helpful
Very helpful. Prompt at answering call and answered all questions clearly.
January 26, 2021
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are delighted to hear we were able to help with any queries you had, 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 have not had any problems and have…
I have not had any problems and have always found the staff very helpful.
January 25, 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 found our staff helpful, 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
Always good pleasant help
January 17, 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 we were able to be such a help for you, and if you have any further queries 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
Efficient service and friendly staff
January 13, 2021
Reply from Health-on-Line
Thank you for taking the time to leave us a review! We are really pleased to hear of this, 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
Given the current situation with COVID
Given the current situation with COVID. I requested a face to face appointment with a Doctor, and was given within a matter of days. I was treated with respect and empathy by the Doctor and staff,
January 13, 2021
Reply from Health-on-Line
Thank you very much for your kind words, we are really pleased to hear you were able to get the service that you needed, 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
Spoke to a real person very quickly and…
Spoke to a real person very quickly and she managed my call/query excellently.
January 10, 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 we were able to be such a help, and if you have any further queries 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
AXa or HOL, all very confusing
Very helpful when you get through to someone after interminable recorded messages that you don't suffer with BUPA.
The biggests problem is that they do not know if they are Health on Line or AXA and they really do need to sort this out. Links in their marketing emails take you off on magical mystery tour around the AXA empire, but do not get you to anywhere that you can access your policy. There is a real branding issue here,I guess they are trying to change it, but pleas get the back room sorted before you start to re-brand.
Access to a GP is a great idea, a laudable benefit, well done AXA or H-o-L or whoever you are, but your web set up is a complete nightmare.
Looks like it is being sorted out!
January 6, 2021
Reply from Health-on-Line
Thank you for taking the time to leave us a review and we are glad to hear we were able to be helpful. We’re bringing our AXA PPP healthcare and Health-on-Line health brands together under one name – AXA Health. We’ll be working hard over the coming months to make this transition, and unfortunately this isn't something we can change straight away as this is a huge undertaking. Please rest assured that we are working behind the scenes as quickly as possible to make this happen and completely understand the points you have raised, which I have already bought to the attention to the relevant people in the AXA Health Group. 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
Helpful and Professional phonecall regarding Therapies Cover
I had a long but very helpful phonecall with Health -on-Line recently regarding my level of cover and whether or not it would be useful for me to add Therapies Cover. Nothing was too much trouble and if the team member dealing with my questions was unsure of the answer she always referred to a colleague rather than just saying what she thought I wanted to hear. Very professional and polite throughout.
January 4, 2021
Reply from Health-on-Line
Thank you very much for taking the time to leave us this kind review. We really appreciate your words and are really glad our agent was able to be such a help and offer a professional and polite service. 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
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