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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Contacted them to check something
Contacted them to check something. Sorted in 5 mins. Great service
November 16, 2020
Reply from Health-on-Line
Thank you very much for taking the time to leave us such a kind review. We are really pleased to hear that we were able to provide such great service, and if we can be of any further help, please don't hesitate to get back in touch!
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Quick and easy and efficient service…
Quick and easy and efficient service and straightforward to deal with.
November 13, 2020
Reply from Health-on-Line
Thank you for taking the time to leave us a review, we really appreciate your feedback and are happy to hear we have been able provide such an efficient and straightforward service for you. 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 - Part of the AXA Health Group
Always ready to help and do there…
Always ready to help and do there upmost to complete your wishes for your health
May be it insurance quote or find hospitals or consultations ect
And I thank you
November 9, 2020
Reply from Health-on-Line
Thank you very much for your kind words, we are delighted to hear we have been ale to be such a help, and 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
Don't waste your money
Again, HOL have found a loop hole not to honour the same claim I made in September. The purpose of health insurance is to protect your customers and my experience thus far is HOL continually find loop holes to make a claim ineligible and then send letter, after letter, from the complaints department.
November 5, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear of this and I can confirm our Customer Relations team are aware of your concerns, and are in touch with you regarding this. If you would like to speak to us about this matter on the phone, or for anything else then please don't hesitate to contact 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
Reply from Health-on-Line
Thank you very much for your review, we are delighted to hear we have been 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
Better than average but RESULT not great (no fault of Agent)
Better than average - but RESULT not great Huge increase in renewal price! Not the fault of Agent I suppose but disappointed since I've not claimed for 10 years
November 4, 2020
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear of this, and there are a wide range of factors that we take into account regarding renewals. If you would like to discuss this further, then please don't hesitate to give us a call on 01202 544 444 and we will be happy to talk through this with you.
Kind Regards
Tom
The Health-on-Line Team - Part of the AXA Health Group
Not good experience at all.
November 4, 2020
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear of this, and I believe our Customer Relations Team have already been made aware of your concerns and will be in touch shortly. If you would like to speak to us about this or anything else, then please don't hesitate to give us a call on 01202 544 444.
Kind Regards
Tom
The health-on-Line Team - Part of the AXA Health Group
My Review of my Health For You Policy with AXA PPP Healthcare
A very good Private Healthcare Company offering an excellent product and real value for money. I have had several years insurance with this Company and recommend them but do use an independent Specialist Healthcare Consultant to compare Policies on the open market so you get the Policy that is best suited for you and your family and is the right price. I highly recommend Tobias Britton of Globacare in Ferndown near Bournemouth. I found the AXA PPP Healthcare very efficient and polite to deal with both in terms of paying your annual policy upfront in advance for 12 months for the best price deal and also in a claim I had for a minor operation 2 years ago.
November 3, 2020
Reply from Health-on-Line
Thank you very much for your kind words, we are really happy to hear this and also that you are able to find the right cover to best suit your needs. If you do have any further queries or questions at all then 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
Louise at Axa was very helpful
Louise at Axa was very helpful, friendly and efficient. She went the extra mile in helping me change health insurance provider, and has saved me and my husband a lot of money! Thank you.
October 31, 2020
Reply from Health-on-Line
Thank you for your kind words for Louise, we are really pleased to hear she was able to be so helpful for you and provide such an efficient service! If you have any further queries at all then 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
Excellent service
October 30, 2020
Reply from Health-on-Line
Thank you very much for your kind words, we are really pleased to hear our agent was able to provide such excellent service for you. 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 - part of the AXA Health group
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 agent was able to provide such a smooth process for you. 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’d highly recommend health on line
I have been with health on line for many years for my 3 children and every time I’ve claimed, the process has been very easy and straightforward. They are very helpful with any questions I have and I highly recommend them!
October 26, 2020
Reply from Health-on-Line
Thank you so much for your really kind review, we are really pleased to hear this and delighted that you would recommend us! 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
Richard Lee, Cataract Surgeon
You paid two claims for Richard Lee, my Cataract Surgeon for which I am grateful. Charmian Connell
October 25, 2020
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review. We are really pleased to hear that you are happy with the process of your claims, and if you have any further queries regarding this at all then please don't hesitate to get back in touch with us!
Kind Regards
Tom
The Health-on-Line Team
Worst service ever I would call them…
Worst service ever I would call them scams planning on taking my grievances to court soon!!!
REPLY to the response below...I have been patiently going in circles with you guys in last 8 months this response is just a hoax!!! I will get in touch legally now.
October 23, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear of this, and to allow us to locate your policy, we politely ask if you can send your membership number and full name across to feedback@health-on-line.co.uk and we would like to look into this for you. If you did want to speak to us about this on the phone then please don't hesitate to give us a call on 01202 544 444 and we will be happy to help.
***Edit to response***
Thank you for your update. We ask for the above information to allow us to locate your policy, as we are unable to without any further details at this time. Please feel free to get in touch with us on the above contact number if you would like us to help any further on this.
Kind Regards
Tom
The Health-on-Line Team
Reply from Health-on-Line
Thank you for the five star review, we are really happy to hear you found us helpful and prompt. If we can be of any further help, please don't hesitate to get back in touch with us!
Kind Regards
Jayne
The Health-on-Line Team
Good information and easy to join
Good information and easy to join. Friendly staff with good knowledge. Happy to go through options. Nothing was too much trouble. The only downside was the prices were more than I was expecting. You can always upgrade if required.
October 20, 2020
Reply from Health-on-Line
Thank you for taking the time to leave us a review! We are really pleased to hear our staff were able to provide all the information needed needed for you to take out the right policy to suit your needs. 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
Very happy with the service.
October 20, 2020
Reply from Health-on-Line
Thank you very much for your kind words, we are really pleased to hear you have been happy with the service our agent provided , 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 had a corporate AXA PPP policy…
I had a corporate AXA PPP policy through the company I worked through, when I left to get another job I continued the AXA PPP cover with a private policy. The welcome letter is from AXA PPP healthcare and my direct debit says AXA PPP re HOL. It turns out my policy is with Health online, this is very confusing and feels like I have been deceived. I raised a case in September for my son and am still waiting to have it approved as HOL want a doctors medical information form as my son had a knee injury on the same knee in the past. The medical form has been with the doctor for two weeks, they are very busy and this is not a priority for them. This should be irrelevant anyway as I have continued the cover through AXA PPP. Very bad experience from both companies.
October 19, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear you have been confused by our branding and our link to AXA PPP healthcare, and we are working very hard behind the scenes to bring our health brands under one name: AXA Health, which would hopefully prevent this from happening in the near future. To allow us to locate your policy we politely ask if you could send your membership number and full name as it appears on your policy to feedback@health-on-line.co.uk, which will allow us to look into this for you. Alternatively, if you would like to speak to us please don't hesitate to give us a call on 01202 544 444 and we will be happy to help.
Kind Regards
Tom
The Health-on-Line Team
Have an outstanding back claim with HOL…
Have an outstanding back claim with HOL which has gone to underwriting re coverage over 2 weeks ago. After calling them back a few weeks ago and being promised a call back, still nothing. In the meantime, I cant sleep and have booked and paid for scans etc myself. I transferred from AXA to HOL which underwrite using AXA with no changes to my policy except a cheaper price. AXA covered my lower back in the past and HOL say they won't??? If they stand by my AXA experience then it should be covered. But no response for over 2 weeks is not the service I expect especially given the fact that I pay £200 per month.
Many thanks for your response Health On line, yes the issue has been resolved which is good. Shame that I had to follow up so hard. But all good now
October 9, 2020
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 have asked our Claims Team to get in touch with you and can see they have already spoken to you regarding this. I hope this has been able to provide some clarity here for you, and if you would like to speak to us about this then please don't hesitate to give us a call on 0345 600 1292 and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
We negotiated the fee and various…
We negotiated the fee and various alternatives and arrived at an acceptable fee level and cover.
We discussed the possibility of my Wife having some medical treatment in the not too distant future and the pro and cons for claiming against the policy or NHS.
You clarified the moratorium associated with my A F and as the A F has not changed since we originally took out the policy that is now longer an exclusion on my cover.
I queried why the cost for my cover [several times]is not proportionate compared with that of my Wife`s. I did not receive a satisfactory answer to this.
October 8, 2020
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