The Exeter Reviews 

The Exeter has walked me thru a very frightening experience with grace, empathy & thoughtfulness. Helping me to understand how private insurance works with our NHS. They have made the very complex case I've found myself in so much easier, less stressful with their guidance, their day-by-day in patient/outpatient pay but most of all their show of compassion when I called with not knowing how to handle an admission, and then when to transfer to private hospital. Exeter is far above & beyond any other. This is from one who knows insurance & knows it well. An insurance company who treats you right! The NHS is good but Exeter was treating me from the start, got me diagnosed quickly with my private doctors, preconceived notions are not preexisting "conditions"-you'd be surprised, I was. You should give a call. I'm so glad I did. I'm so glad I have The Exeter by my side! So reach out to them I've just re-upped my contract with very minimal increase even after all I've put on them. Thank you Exeter. Here's to another much less eventful year. Signed~An Former American in Wales

I have been paying for income protection since 2023. Unforunately this has been a waste of money. The product was sold as a 4 week waiting period which would then pay out. This has not been the case. A claim was submitted on 15th December due to sickness from work. 10 weeks later I’m still waiting and unfortunately have had to return to work sooner than consultant would advise due to this. From discussion with the case advisors who have been extremely friendly and helpful I believe have been missold this product. This was sold as a 4 week waiting period and then the cover would pay out. There was only one exception mentioned on my cover and this was not the reason I was off work. Unfortunately the peace of mind that a cover like this is supposed to provide had not materialised. Deeply disappointed and unhappy with the ‘product’. I have raised this as a complaint however have no faith this will be resolved to my satisfaction.

Really happy with our health insurance, so easy to deal with, claim process easy and quick great communication. Would not hesitate to recommend

I believe I was sold an income protection policy by The Exeter Friendly Society that was never suitable for my circumstances as a self-employed person.

For six years I paid monthly premiums between £38 and £60 for what I believed was peace of mind. The policy was quoted on the basis that it could pay up to £2,500 per month if I became unable to work. However, when I recently suffered a serious injury and was medically unable to walk, drive, or even carry out basic daily tasks, making a claim turned into a nightmare.

From the beginning the claims process was extremely difficult. I could not access my policy through their online portal despite entering the correct policy number and date of birth. I repeatedly reported this issue and even sent screenshots, but was told there was nothing they could do. This meant I could not check my details, update my address, or manage anything about my policy.

Communication with the claims team was also very poor. Medical documents I sent were said to be missing, emails often went unanswered, and I had to repeatedly chase updates. At times it felt as though the claim handler wasn’t even sure what evidence was required.

During one call, when I was already extremely stressed and close to tears trying to understand what was happening with my claim, the handler asked why I was “laughing.” I was completely shocked by this comment as there was nothing remotely funny about the situation. After weeks of trying to get answers and being unable to access my own policy information, I ended the call because I was becoming too upset.

I have been self-employed for seven years and, based on my tax returns, my income has never reached the level that appears to have been used when the policy was originally quoted. As a result, despite paying premiums for six years and never making a claim before, the amount they say they will pay is only £194.48 for two weeks.

I took out this policy in 2020 during the pandemic when my father, who worked in insurance for over 30 years, encouraged me to protect myself in case something went wrong. Sadly, when I finally needed the protection I thought I had paid for, it simply was not there.

Because of my injury and the lack of support from this policy, my business is now likely to close. Instead of the security I believed I had been paying for, the entire experience has been distressing, confusing and deeply disappointing.

If you are self-employed or run a small business, I would strongly advise you to carefully check whether this type of policy would actually cover your real income before purchasing.

Excellent service fantastic to deal with so helpful 10/10 service

I have recently made my first claim for medical treatment through The Exeter, and my treatment is ongoing.
The instructions on how to engage with the claims process was clear, and all communications were helpful and positive.
This was very reassuring. Thank you.

Request for over of my corneal transport refused for one year until I contacyed your chairman. Even ten it took 5 months after my claim to extract the money from you.
I guess all's well that ends well but...

Booking a procedure to remove a cataract. Super quick and easy through the Exeter.

Easy to deal with . Always act on requests quickly and accurately

In my interactions with the Company I have always found them to be empathetic and helpful.

Customer relations team are knowledgeable and helpful but not always easily available to get through on the telephone. Once contact made response time and accuracy is good.
Choice of three consultants at my chosen hospital worked well.

Very well looked after my needs referral and hospital and consultant’s choice

Fantastic service so easy to deal with

Your claims staff need a little of training

Prompt reply to queries

So far the experience has been excellent. Help when we were setting up the operation was friendly and appreciated.

They are staffed by extremely professional people for whom nothing is too much trouble and they share basically brilliant when you contact Exeter and have been over 25 years

We have been with The Exeter Health Insurance for over 35 years and have always received excellent support and advice when we have needed to claim for medical health treatment, be it consultants appointments, or medical or surgical procedures. In recent years my husband was diagnosed with stage four prostate cancer when he was 78. He is now almost 82 and the support we have received from the Exeter has been a real help. Whilst we know the cancer cannot be cured, thanks to the Exeter we have been able to have the drugs he needs to check the growth and spread of the cancer which has metastisised. And we live our lives to the best of our ability and give thanks for the lovely memories we are still able to make.