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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Helpful
Very helpful with my queries regarding my renewal and no more expensive than other medical insurers.
October 2, 2020
Unprompted review
Reply from Health-on-Line
Thank you for the five star review, we are pleased you found us helpful and competitively priced. 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
Alot to pay when you cant access treatment
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 receive any treatment. We have found ourselves having to rely almost entirely on the nhs. Our complaints to health on line were dismissed as being not their responsibility. It is an awful lot of money to pay when you are not able to receive the treatment you need.
September 29, 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. If you would be kind enough to provide us with your membership number and name as it appears on your policy by sending this in to feedback@health-on-line.co.uk , this will allow us to confirm your membership and look into what happened here. 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
First time making a claim
First time making a claim , easy to gain information and excellent customer service very helpful when unsure , so far very good.
September 27, 2020
Unprompted review
Reply from Health-on-Line
Thank you for the five star review, we are pleased you found it easy to make a claim and were happy with our customer service. 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
Having paid £525 per month this last…
Having paid £525 per month this last year, I was given the renewal date in August, the new price was £800 + per month, when I spoke to them in July having not been able to access the facilities since March due to Covid 19.
I asked about a refund and was told if there was one it would be in 2022,I pointed out I could be dead in 2022 I then managed to get a further two months out of them I am due to renew October 17th but at £800 + I don't think so, I am going to undergo a hammer toe operation on 5th October, but I find they haven't been very forthcoming in dealing with customers.
September 22, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are sorry to hear your disappointment regarding the cost of your renewal and I have informed our Customer Relations team of your dissatisfaction. We do take a number of factors into the cost of premiums at renewal, for example age and claims history being two of these which can unfortunately lead to higher premiums. If you would like to speak to us further about this or for anything else related to your policy then 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
Did what I would expect
Did what I would expect - nothing seems to be a problem.
September 18, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your kind words. We are really happy to hear this, 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
Our renewal was dealt with extremely…
Our renewal was dealt with extremely efficiently and required explanations were very clear and made easy to understand.
September 17, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your 5 star review! We are really pleased to hear your renewal went so smoothly, 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
Excellent staff
Excellent staff, helpful, nothing to much trouble, everything explained clearly, made to feel you are important to the person you are dealing with. Cover plus options not always the cheapest but all in all offers good value for money.
September 13, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review! We are really pleased to hear you have found our staff to be such a help to you, and that they are able to explain all the parts of your policy in detail. If you do have any further queries or questions at all please don't hesitate to ask and we will be more than happy to help!
Kind Regards
Tom
The Health-on-Line Team
Zainabou Safriwe handled our issue very…
Zainabou Safriwe handled our issue very efficiently!
September 10, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review! We are delighted to hear Zainabou was able to be such a help, and if you have any further questions at all please don't hesitate to get back in touch and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
My son needs an MRI
My son needs an MRI, he was told this on 16th July, we tried to get him an appointment at BMI, Nuffield and spire hospitals to be told sorry have you heard we’ve been bought out And the new owners have a contract with the NHS and all our appointments are allocated to NHS patients as priority and if we have one or two appointment left we slot in a couple of private patients!!! Hence my sons mri appointment is not until 25th september and he is in desperate need of one urgently. I rang health on line and they basically said you’ll have to take it up
With the hospital!!! I don’t feel I should have to do that, health on line should be ringing the hospital. So what am I paying for Health on line if you can’t get me an appointment when needed? Health on line just were brushing it under the carpet. They suggested I should go to the ombudsman so I am
September 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. If you could kindly send your full name (as it appears on your policy documents) along with your membership number to feedback@health-on-line.co.uk and we can start to look into what has happened here for you as soon as possible. Thank you and we look forward to speaking to you soon.
Kind Regards
Tom
The Health-on-Line Team
When I rang the team they were…
When I rang the team they were brilliant very helpful and made thing's very clear i would recommend them to anyone
August 27, 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 we were able to make things clear for you and delighted you would recommend us! 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
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 have spoken with the agent who you spoke to a few days ago. They are happy to give you another call to discuss your options in further detail once again, and look at some options that can help to adjust your premium. If you would like me to arrange this call back please let me know by emailing into feedback@health-on-line.co.uk and we can get this set up. If you would like to speak to us about any of this or for anything else 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
easy to use
easy to use, though should make it clearer they are not the same as AXA PPP health cover which they are part of but not the same as.
August 21, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are glad to hear you found our service easy to use, although we would love to hear more about your comments regarding us being part of the AXA Group and how you think we could make this clearer. We would be extremely grateful if you could provide this feedback for us by sending your thoughts to feedback@health-on-line.co.uk which would allow us to fully look into the points you have raised. Thank you 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
Quit servce and good service
August 19, 2020
Unprompted review
Reply from Health-on-Line
Thank you for the five star review, we are pleased you were happy with our service. 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
Online chat was quick and efficient
Online chat was quick and efficient. Avoided hanging on the phone.
August 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 pleased to hear our agent was able to deal with your query quickly and efficiently. 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
Impressed
Very impressed with how swiftly correspondence is dealt with. Thank you.
August 16, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for the five star review. We are really pleased we were able to assist you in a timely manor, if you do have any further queries or questions please don't hesitate to give us a call!
Kind Regards
Jayne
The Health-on-Line Team
You have made it far more complicated…
You have made it far more complicated to make a claim.
August 11, 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 spoken with our Claims team and they have suggested to give them a call on 0345 600 1292 and they can help explain why they have needed to ask for more information here. We hope this helps and look forward to speaking with you shortly.
Kind Regards
Tom
The Health-on-Line Team
Changed from BUPA to Axa last year
Changed from BUPA to Axa last year. They are much more professional compassionate and better value for money. Each phone call Was straightforward and reassuring. Their online system lets you look at claims and invoices and easy to attach medical forms to etc. All in all highly recommend wish we as a family had made the switch earlier . Thanks Axa.
August 5, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us such a kind review. We are really pleased you have been able to find your Customer Online account useful and a good place to view all the parts of your policy. If you have any further queries or questions at all, please feel free to get in touch with us and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
I have been paying them for years and…
I have been paying them for years and never used the insurance. But always wantrd to make sure i have one for the worse case. We didn't even complain for the fact that they made us pay during covid when there was no service. My little boy is 6 and is developing health issues and the gp did everything tgat they asked but they refuse to accept the claim. Looking at the letter they decided the child is fine and no treatment is needed. We paid them thousand of pounds and yet we are not allowed to use the service for a child. They didn't even offer one appointment to diagnose the child. We as parent wanted peace of mind and we ended up with a nightmare. If only they knew how hard it is for a parent.
August 3, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review, and we are really sorry to hear of this. We would like to look into this for you to see what happened here, and would be extremely grateful if you could politely send over your full name as it appears on your handbook and membership number over to feedback@health-on-line.co.uk, and this will allow us to investigate things. In the meantime, if you would like to speak to us please don't hesitate to call us on 01202 544 444 and we will be happy to help.
***update 06/08/20***
Thank you for providing us with further information to allow us to locate your policy. I can confirm that our Customer Relations Team are investigating the issues you have raised, and will be in touch about this in due course. If you would like to speak to anyone about this then please feel free to get in touch with us on the above number, and we will be happy to help.
Kind Regards
Tom
The Health-on-Line Team
2020/2021 Renewal.
When I phoned HOL the personI talked to about my renewal for 2020/2021 was very helpful and was prepared to take time to answer my questions properly. I have always had good service from HOL and consequently am happy to carry on with HOL for another years cover.
August 3, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review! We are delighted to hear you have had such good service from us and are continuing with your policy. Please don't hesitate to get back in touch if you have any further queries or questions at all and we will be happy to help!
Kind Regards
Tom
The Health-on-Line Team
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review. We are delighted you had such friendly and professional service, 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
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