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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See how their reviews and ratings are sourced, scored, and moderated.
Great insurance company
Needed advice on how to claim on my insurance. The customer care assistant was extremely helpful and made the process very straightforward and easy.
July 28, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your kind words for our agent, we are delighted to hear they 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!
Kind Regards
Tom
The Health-on-Line Team
Really good Health Insurance with quick…
Really good Health Insurance with quick responses to questions. Doctors at hand is very good as well.
July 26, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for your kind words and the 5 star review. We are delighted to hear you are happy with the service you have received and great to hear that you have found Doctor at Hand a good benefit to use too. 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 good products and service.
Very good products and service.
A bit expensive but you get what you pay for.
July 25, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for taking the time to leave us a review, and we are really pleased to hear you are happy with our products and service! If we can be of any further help, 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
Very upset the way we where treated …
Very upset the way we where treated during the COVID-19 ,we found you very unhelpful
July 24, 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 you found our services unhelpful during the pandemic we currently find ourselves in. I have had a look into this for you and can see one of my colleagues in our Customer Relations department wrote to you in April after competing an investigation, however, I will look into this again to see if we could have done anything further to have prevented you feeling unsupported by us. Thank you for your feedback and please do not hesitate to speak to us on 01202 544 444 if you have any questions at all regarding your policy and we will be happy to help.
Kind Regards
Tom
The Health-on-Line Team
Really disappointed
Really disappointed. Was with AXA PPP for a long time under a company policy, when we contacted them for a private policy we were directed to Health On Line. A complaint was raised after some confusion over cover and I don’t feel like it was dealt with very well. I wish someone had picked up the phone to speak to me, it really would have helped. Have cancelled my policy and will be going to Aviva instead.
July 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 you were left disappointed with your level of cover, and are really appreciative of the feedback you have left us and will certainly look into your points raised to see if we can learn anything from this. We wish you all the best for the future and please don't hesitate to get back in touch with us on 01202 544 444 if we can be of any further help.
Kind Regards
Tom
The Health-on-Line Team
My request was carried out efficiently
July 20, 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 carry out your request efficiently, 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
Very efficient and pleasant so far.
July 20, 2020
Unprompted review
Reply from Health-on-Line
Thanks so much for the five star review. We are really glad to hear you have had a positive experience. 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
i cannot get into my on line account
i cannot get into my on line account
I have phoned twice and was promised a return call on thursday-it was never received Still cannot get into my account on line!!
July 19, 2020
Unprompted review
Reply from Health-on-Line
Thank you for taking the time to leave us a review. We are really sorry to hear this, I have spoken to our customer service team and someone will be in touch shortly. We apologise for any inconvenience caused and we will endeavour to get this issue resolved as soon as possible. If you would like to speak to us in the mean time, please don't hesitate to get back in touch with us on 01202 544 444 and we will be happy to help.
Kind Regards
Jayne
The Health-on-Line Team
My query was dealt with quickly .
July 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 deal with your query so swiftly, 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
Does what is says on the tin.
July 15, 2020
Unprompted review
Reply from Health-on-Line
Thanks so much for taking the time to leave us a review. We are really pleased you had a positive experience, if you do have any queries or questions at all relating to your policy please don't hesitate to give us a call!
Kind Regards
Jayne
The Health-on-Line Team
I cannot praise Axa more highly
I cannot praise Axa more highly. After waiting months for a referral on the NHS I rang Axa in despair. How wonderful that someone answered the phone, was sympathetic and understanding. I had a call from a consultant within 24 hours and then had an appointment in 2 weeks. In a time when the world is falling apart and our NHS is under such intense pressure, it’s a relief to know you can get help and support from someone.
July 14, 2020
Unprompted review
Reply from Health-on-Line
Thank you so much for your kind words, we really appreciate your feedback. It's great to hear that you received such good service, we're always glad to help and support our members in any way we can. If you have any queries or questions at all relating to your policy please don't hesitate to give us a call!
Kind Regards
Jayne
The Health-on-Line Team
Ticks all the boxes .
July 14, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for the five star review. We are really happy to have been able to meet all your needs, if you do have any queries or questions at all relating to your policy please don't hesitate to give us a call!
Kind Regards
Jayne
The Health-on-Line Team
Happy to help on the other end of the…
Happy to help on the other end of the phone is so reassuring
July 7, 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 be such a help during your recent query, 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 spoke to two agents and they were…
I spoke to two agents and they were helpful
and took time to explain things.
July 6, 2020
Unprompted review
Reply from Health-on-Line
Thank you very much for leaving us a 5 star review! We are delighted to hear our agents were able to be helpful and explain everything for you, 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
action required
Basic support through crisis, no real acknowledgement or reduction is cost even though not services not available
July 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 you feel this way, and we have been able to unlock a wide range of new benefits for our members. If you felt you needed to speak to someone during this time help was (and still is) only a phone call away, whether that be for physical or mental health queries whilst also having unlimited access to our Doctor@Hand service. All of the details for these can be found in your Customer Online account, or you can give us a call on 01202 544 444 and we will be happy to talk you through these services!
Kind Regards
Tom
The Health-on-Line Team
I have been a member for many years
I have been a member for many years. Fortunately it has not been necessaet to require to use your services for some time, several years in fact, Consequently I am not in a position to comment on your current capabilities or quality of service.
July 1, 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 have had you on board for a number of years, and if you do have any queries or questions at all relating to your policy please don't hesitate to give us a call!
Kind Regards
Tom
The Health-on-Line Team
Membership Renewal
The staff were very knowledgeable and informative about all aspects of the health plans and options available in order for me to make a decision on the price I wished to pay for this year's renewal. Phone calls were answered promptly and the staff were always very helpful on each occasion I spoke to them.
July 1, 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 team were able to be such a help with your renewal, 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
Lydia Macicar the person I spoke to
Lydia Macicar the person I spoke to, was very helpful.
Good to see when you speak to some organisations, they put helpful staff to talk to. This makes all the difference.
Kind Regards
Anthony Brittain
June 24, 2020
Unprompted review
Reply from Health-on-Line
Thank you for leaving us this lovely 5 star review. We are delighted to hear that Lydia was able to be so helpful for you, and if you 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
Very helpful
Very helpful. The person explained to me all my options and how the insurance works and what steps I have to take to make a claim
June 23, 2020
Unprompted review
Reply from Health-on-Line
Thank you very for much for leaving us with your kind words. We are really happy to hear our agent was able to explain how your your policy works for you, 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
Shocking experience with this company…
Shocking experience with this company stay well clear. I got refused twice from separate legitimate claims and had to pay privately to finally get things done. They are happy to take your money but always seem to find a way out of agreeing to your claim.
June 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 would like to look into this further to see what happened here. If you could politely send over your membership number and full name to feedback@health-on-line.co.uk, this will allow us to locate your policy on our systems and start to look into the issues you have addressed in your review. In the meantime, if you do have any questions 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
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