Laya Healthcare Reviews 

I just emailed Laya Healthcare with a query about the policy and got a response saying they will "aim to reply within the next 4 working days" - seriously?

30 minutes waiting. No answer. Changed provider to vhi.

Have tried calling Laya customer service twice and being told there’s a 30 minute wait time. Extremely poor customer service. It’s impossible to get through to a customer service representative. I don’t plan to renew my health insurance with Laya as the customer service is just so bad. They obviously need a better system and more staff.

WORST INSURANCE HERE IN IRELAND……SCAMMERS!!!

Not that Laya cares about bad reviews as reading these they just seem to haven gotten worse.

I called Laya to make sure I was covered for a scope in my throat was told yes. Had this done only to find out that because I went to my GP first for the referral for a sore throat (thinking it was allergy related) this was considered a Pre existing condition!!!! So because I went to GP for a sore throat, was referred to a specialist this was a pre existing condition. First scope I’ve ever had. Laya refused to pay for this so out of pocket €600. Find out I need to have a procedure on my vocal chords (with out the scope never would have known about) paid out of pocket for this also €2,200.

Called the Health Insurance Authority was told to talk to a supervisor at Laya to get this worked out. Called Laya was told that it was a pre existing condition and won’t be reimbursed. I asked how can this be pre existing if I only just found out about it. Was told because I went to the doctor for a sore throat it was considered as pre existing.

So incredibly angry about this. All I can say is thankfully I had this in savings.

LAYA YOU ARE A DISGRACE! You should be ashamed.

paying 3k a year policy with them. Almost impossible to get through to them for anything and when you do the person on the other end is a minimum wage phone operator who hates their job and will be moving on to greener pastures within a few weeks. In short they dont know or care about your issues. Several hours wasted trying to get through over last few weeks. Covid excuses getting very old at this stage

I have been a customer of Laya since its inception and before that, Quinn and BUPA.
Over the years I have been reasonably happy with most aspects of Laya. However in more recent times I have become very unhappy and disapointed with the service, its almost impossible to get information unless covered by the FAQ page which is fine for routine information. I had a simple query earlier in the week I went through all the contact hoops without sucess and was told I would be contacted by telephone in 24 hours I am still waiting I tried the email talk suggestion this morning and am now told that I should get a reply in upto 5 days. Obviously this leaves me very concerned should one have an emergency to wait 5 days for help.
This is all very disapointing and not what one would expect from an established company . The management need to get a grip on the situation or they will be loseing customers

Spoke to Kyle yesterday evening, very helpful and straight talking man. Lovely to deal with. First time having to sign up for healthcare and he was very straight to the point, there was no beating around the bush which i actually appreciate more than people trying to sweet talk you into a more expensive deal. Thank you, Kyle.

I see many poor reviews for Laya Healthcare experiences and I suppose we are all more likely to go to the trouble of leaving a poor review after a bad experience than a good one after a positive experience. I had a major issue with cover for an expensive procedure, which I thought I was covered for in a certain premises- turned out I wasn’t, but following a query, the issue was speedily resolved.
Thanks Willie

Poor value for money, very limited procedure cover ( cataract repair for a 71 year old declined without explanation) for my €1400 per annum plus government €€€ contribution for a single adult.

A percentage of employees are 'incompetent characters'employed with this outfit you phone customer services they tell you it will be 20 minutes before someone answers you'they finally answer then the 'character' that is speaking to you presses the wrong button and hangs up by mistake? And could not be bothered to phone you back after waiting 20 minutes to get through. 😆

I have been here a few times with the kids and myself. The staff are very friendly and helpful. A particular gentleman at admissions is exceptional, wonderful manner and so helpful

I brought my son to the clinic in a bit of a paniced state as he had a bleeding issue. The nurse taking our details was lovely and asked a bunch of questions. The doctor unfortunately was just awful! Made no effort whatsoever to check my son out and spent perhaps half a minute with us and then said he would give a referral letter as he had no experience with the particular issue. He just couldn't be bothered! Fair enough he didn't know what to do but surely he could have asked another doc in the clinic for advice. Still charged €130! Ridiculous! Should have just gone straight to a hospital. Very disappointed and will be avoiding that place in the future.

The customer service provided by Laya is exceptionally poor. All the company is interested in is collecting payments. Not being the main account holder, you are treated as irrelevant - even when trying to change payment. Being a loyal customer for over ten years, with essentially zero claims they didn't provide us with any of the customer service you would expect from a valued customer. They have left our account go dormant and have not informed us of this action. If you are switching banks and you are a Laya customer, please expect alot of frustration dealing with Laya. Once your account is categorised as dormant, they do not want to know your grievances. Please escalate all your issues with Laya to the Health Insurance Authority, and Competition and Consumer Protection Commission. They should not be allowed to treat consumers like this.

Laya was once a fantastic Health Insurance. Now they are all about avoiding paying claims through whatever means possible. I have just cancelled my son's policy and downgraded mine to the minimum with a note in the diary to cancel at renewal. I have saved the money and more between now and renewal.. Well played Laya.

I sought information online in the members' section regarding an aspect of my cover but to no avail, so I tried ringing instead. After ten minutes of pre-recorded music and useless information I gave up. My second attempt succeeded after the same length of time. The helpful lady who answered put me on hold while she searched for an answer to my query. The call lasted 17 minutes 36 seconds in total - most of it spent on hold. Considering the amount of money one pays Laya for private health care I feel this is dreadful service.

I was thinking of switching from my current provider to Laya. I went online for a quote which was emailed to me, then decided to call the "dedicated switching team" with a few questions. Firstly, it took me 3 attempts to get through and each time I had to endure several minutes of pre-recorded waffle telling me that it's better to go online. Then the phone simply went dead. On the 3rd attempt, I finally got through. The person I spoke to insisted that she needed the quotation number which was not on any emailed quote. When I didn't have it, she put me on hold for 4 minutes. In the meantime, I pressed the "buy now" option on the email which gave me my quotation number. When the person finally returned, I gave it to her. She insisted that she couldn't find it, then proceeded to try with my DOB, then my email. She still couldn't find any record of it. She suggested she call me back "later". At that stage, I quit the call. This is supposed to be a sales team. I was ready to switch and spend €1,500 on a policy today, but having sampled the customer service firsthand before switching, I'm relieved now that I didn't go through with it.

The claim process is fantastic, it takes a maximum of 2 days to be approved. Email response is also very fast. It was the first time I used the online GP consultations service and I received a very quick response to my call, but unfortunately they couldn't help me and advised me to call my own GP about my problem. I'm not sure if I'll use this service again.

I've been trying to cancel my membership for 6 weeks now. Not a single word back from them, to acknowledge my request. Instead I get automatically generated emails reminding me that my plan is about to auto-renew. I spoke to an (admittedly friendly, hence a second star) agent on the phone who informed me that cancellations can only be done via email. Funny, when apparently they can't read emails. Cancelled my Direct Debit and spammed their inbox telling them not to renew. Wouldn't get back on Laya if they were the last provider on Earth. Eat a bag of ducks, Laya.

Edit: after 3 years of contract I had no problems except the accounting part there is slow and messy. OLD: I have been trying to contact laya for two months to tell me how much I overpaid on my policy . Every time i manage to call support and tell them my problem , they tell me sure , "I will put you on hold " or "I cannot hear you " and hung up. Total lack of transparency in any financial issue. No invoices or financial reports ever sent.

Incredibly slow claims process. If any additional information is required for the claim they close the original claim and process goes back to the start.