I have had my health insurance for 5 years with The Exeter. Never made one claim. Not even any advice sought from them. I was 54 years old when I started my cover. I’m ultra healthy and exercise... Toon meer
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My experience of having treatment authorised and payment for treatment is excellent. The reason I cannot give five stars is the increase in premium having utilised the service. Mine went up almost 100... Toon meer
Bedrijf heeft geantwoord
My Husband & I have been members of "The Exeter" for over 40 years.My Husband died in 2020, I decided to renew my membership. Whenever I phone for a claim, advice or information your staff membrr... Toon meer
Bedrijf heeft geantwoord
Amazing service, amazing staff with so much care and knowledge, I feel really valued and cared for at a very vulnerable part of my life, after a severe health scare, being part of the Exeter really he... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Welcome to The Exeter. We're an award-winning healthcare and protection insurance provider with over 100 years of experience supporting our members when they need us most. Your feedback allows us to evaluate our performance and provide you with the best possible products and services.
Free access to HealthWise, our member benefits app.
As a member of The Exeter, you and your family have access to HealthWise, helping to keep you healthy and happy every day.
Contactgegevens
Emperor Way, EX1 3FD, Exeter, Verenigd Koninkrijk
- 0300 123 3201
- member@the-exeter.com
- www.the-exeter.com
4,0
Goed
1K reviews
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Excellent treatment
My experience of having treatment authorised and payment for treatment is excellent. The reason I cannot give five stars is the increase in premium having utilised the service. Mine went up almost 100!pound per month. I doubled my excess to 500 and it came down to around 50 a month. I find this practise of raising premiums because you use the service despicable, you make enough profit overall to be able to absorb these rises.
8 april 2026
Antwoord van The Exeter
Hi Ian,
Thank you for taking the time to share your feedback. We're delighted to hear that your experience with treatment authorisation and claims payment was excellent.
We also appreciate your comments regarding your premium increase. We understand how frustrating premium changes can be, particularly after using your cover. Premiums are calculated using a range of factors, which can include claims history, age, medical inflation, and the increasing cost of healthcare services. However, we recognise that any increase can have a significant impact on household budgets.
We're pleased that adjusting your excess helped reduce your monthly premium, but we're sorry to hear you feel disappointed by the pricing changes. Your feedback is valuable and will be shared with the relevant teams as we continually review our products and customer experience.
If you would like to discuss this in any further detail, please contact the Member Support team on 0300 123 3201, option 2 (open Monday- Friday, 8 am - 6 pm)
Thank you again for your review and for choosing us.
Kind regards, Ruby - Member Support Specialist
Easy to talk to Steve explained…
Easy to talk to Steve explained everything to me and sorted out the initial problem accessing the portal
9 juni 2026
Antwoord van The Exeter
Good morning Shaun,
Thank you for taking the time to leave a positive review. Your kind words have been passed along to Steve; I am delighted to hear that he was able to resolve your problem accessing the portal. Thank you again- Kayley, Member Servicing Consultant
Efficient, professional and very helpful
I have been with them for many years and every encounter has been professional, friendly, and very helpful!
17 april 2026
Antwoord van The Exeter
Hi Sarah, thank you for taking the time to leave us a review. I am happy to hear you have found my colleagues to be professional, friendly and helpful. Many thanks – Nala, Member Servicing Consultant.
Antwoord van The Exeter
Good morning John,
Thank you for taking the time to leave a review. I am glad that you found our reply prompt and helpful with clear instructions. Kind regards, Kayley- Member Servicing Consultant.
Everyone is so knowledgeable
Everyone is so knowledgeable, friendly and professional.
19 augustus 2026
Antwoord van The Exeter
Good morning Christina,
Thank you for your kind review. I'm thrilled to hear you found our team knowledgeable, friendly, and professional. Kind regards, Kayley- Member Servicing Consultant.
Income protection has helped me a great deal!
I have been very ill for a long time. The Exeter have to date been very supportive, shown compassion and assisted me whilst I have been unable to work and still remain so . I never thought that I would ever have to use the income protection i put in place with them. This has enabled me to not worry about money too much whilst I undergo treatment.
I cannot stress how important it is to have this type of cover in place as I would have really struggled without it.
19 augustus 2026
Antwoord van The Exeter
Hi Sharon, I'm sorry to hear you have been unwell. Thank you for taking the time to leave us a review. I'm very glad to hear that my colleagues have provided you with support and compassion throughout this time when you needed us most and your policy has enabled you not worry about money within this difficult time. Many thanks – Nala, Member Servicing Consultant.
Absolutely faultless in every way
Absolutely faultless in every way. Staff are incredible as well. Highly recommended.
19 augustus 2026
Antwoord van The Exeter
Good Afternoon Sheldon,
Thank you for taking the time to leave a review. I'm delighted to hear that you found the service faultless and our staff incredible. Many thanks - Kayley, Member Servicing Consultant.
Antwoord van The Exeter
Hi Ian, I'm pleased to hear that you've found us to be a great company and that my colleagues have shown care throughout your experience. Thank you for taking the time to leave us a review. Many thanks – Nala, Member Servicing Consultant.
I'm very happy with Exeter service…
I'm very happy with Exeter service regarding my claim.
Very professional staff, they explained me everything about claim process even calling me.
So strongly recommend!!!
19 augustus 2026
Antwoord van The Exeter
Hi Daniel, thank you for taking the time to leave us a review. I am delighted to hear that you were happy with your experience throughout your claim journey and that my colleagues provided you with a professional service. I am glad that you would strongly recommend us. Many thanks – Nala, Member Servicing Consultant.
Waste of time - unprofessional employees
Awful experience with this company. When cancelling the insurance today the people couldn’t have sounded more unprofessional. Clearly aren’t bothered at all. If you have chosen this insurance provider make sure you get everything in writing as these people can give conflicting information over the phone. That being said, replies to emails will take weeks.
13 augustus 2026
Review zonder uitnodiging
Antwoord van The Exeter
Good morning, Z I,
Thank you for taking the time to leave a review. We're very sorry to hear that your experience has been disappointing. We appreciate how frustrating it can be when processes don't feel clear or easy to navigate, and we regret that this has affected your confidence in our service.
We would welcome the chance to look into your concerns and discuss them with you directly. Please contact us using the details below
IP Claims
Phone: 0300 123 3201 (Option 1 - Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints: customercomplaints@the-exeter.com
Kind regards, Ruby - Member Support Specialist
Angela foster is by far the nicest and…
Angela foster is by far the nicest and assertive representative I've ever had the pleasure to deal with ! She is a credit to Exeter ! I would recommend the company going forward ! 5 star
12 augustus 2026
Review zonder uitnodiging
Antwoord van The Exeter
Good morning, Toni,
Thank you for taking a moment to leave us a 5* review! Your kind words have been passed on to Angela - we are very happy to hear you had such a brilliant experience with her and would recommend us as a company going forwards.
Kind regards, Ruby - Member Support Specialist.
I had sinus surgery via the Exeter…
I had sinus surgery via the Exeter which lead to a blocked tear duct in my eye. The surgeon passed me onto a colleague which I assumed would be covered due to the fact it was the first surgery that caused it. The Exeter said they would not authorise the surgery needed as it “wasn’t an approved doctor on their list” I was told he was one of only a few that could perform this surgery. Fast forward to going through the NHS and guess who is seeing me “as he’s the only one that can do it” utterly ridiculous!! Pointless insurance company to use. Total waste of money and poor customer service
Edit**
Thank you for your reply but I have already raised a complaint with your team and nothing changed! They upheld their decision leaving me for another 4 months without treatment. It is a complex chain of events that were out of my hands but still leaves me with 9 months of eye issues by the time I see the SAME surgeon in Sept
18 juni 2026
Antwoord van The Exeter
Good afternoon, Linda,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and the frustration this situation has caused.
We appreciate how upsetting it must have been to require further treatment following your sinus surgery, particularly when you believed the specialist your surgeon referred you to would be covered. We understand why the subsequent authorisation decision, and the need to seek treatment through the NHS, has left you feeling disappointed.
We strive to provide a clear, supportive service to all of our members, and we regret that on this occasion we did not meet your expectations. We recognise that navigating treatment options and provider recognition can be complex, especially when specialist expertise is involved, and we apologise for any confusion or distress this may have caused.
We would welcome the opportunity to review your concerns in more detail and better understand the circumstances surrounding your claim. If you are willing, please feel free to contact us using the information below:
IP Claims
Phone: 0300 123 3201 (Option 1 - Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Thank you again for bringing your experience to our attention. We wish you all the best with your ongoing treatment and recovery.
Kind regards, Ruby - Member Support Specialist
Very poor
I’m still with the Exeter but very dissatisfied with the service you receive. They give you a list of consultants to see only for you to ring the consultants themselves and find that do not treat or are not recognised by The Exeter. You constantly have to ring them to find out what the latest is with your claim. They rarely ring you to inform you. I wanted a treatment which they classed as Cosmetic Surgery yet I’ve read that it’s not classed as a Cosmetic procedure. I’ve been pushed from pillar to post and acting as the mediator between them and the appropriate Surgery,s.
5 augustus 2026
Review zonder uitnodiging
Antwoord van The Exeter
Good afternoon, David,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience has not met your expectations. We understand how disappointing it can be when processes feel difficult to navigate, and we're sorry that this has left you feeling dissatisfied with the service you've received. This is not what we strive to offer our members.
We would welcome the opportunity to review your concerns in more detail and discuss your experience with you directly. Please contact us using the contact information below.
Income Protection Claims
Phone: 0300 123 3201 (Option 1, Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
Private Medical Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Thank you again for your feedback.
Kind regards, Ruby- Member Support Specialist
Supportive response to all my telephone…
Supportive response to all my telephone calls.
Reminders when appropriate regarding my entitlement. Clear confirmation of bills paid.
This applies to recent contact as an example of my
ongoing experience
15 juli 2026
Antwoord van The Exeter
Hi John, thank you for taking the time to leave us a review. I am pleased to hear that my colleagues have consistently provided support during your telephone conversations with us and that clear information has been provided regarding both your entitlements and bill payments. Many thanks – Nala, Member Servicing Consultant.
Antwoord van The Exeter
Hi Mr Matthews, thank you for taking the time to leave a review. I am really glad that the experience you had with us was simple, straightforward and stress free. Many thanks Jessica, Member Servicing Specialist.
Please read carefully
If I could give 0 star I would! I put in a claim on 1st June 2026. Had absolutely no correspondence or response unless I’ve chased it myself. My bills came out yesterday, I’m -£1100 and I have a 3 year old to support! You need to sort it out before this goes further. I have rang you probably 20 and the last time (today) I was on hold for 40 minutes then got cut off. Short staffed? Then employ more!!
Please note I’ve emailed you 5 times today, tomorrow will be 10 times the day after 15 times and so on.
I could go on and say that ‘I’ll cancel my policy etc etc’ but this company doesn’t care. I’ve payed on time every month for the last 4 years for it to just be a scam.
DO NOT BOTHER
29 juli 2026
Review zonder uitnodiging
Antwoord van The Exeter
Good morning, Tom,
We're very sorry to hear about your experience and understand how distressing and frustrating this situation has been, particularly given the financial pressures you've described and your responsibility to support your young family.
We recognise that situations involving claims can be particularly stressful, especially when there are delays beyond your own control, and communication is not as quick as expected. This is not the level of service we aim to provide for our members, and we're very sorry for the frustration and worry this has caused.
We would like the opportunity to investigate this situation for you, if you'd be happy to discuss your experience in more detail, please don't hesitate to contact the relevant team using the details below:
IP Claims
Phone: 0300 123 3201 (Option 1 - Monday to Friday, 8am–5pm)
Email: ipclaims@the-exeter.com
PMI Claims
Phone: 0300 123 3253 (Monday to Friday, 8am–8pm, Saturday 8am–1pm)
Email: pmi-claims@the-exeter.com
Complaints
Email: customercomplaints@the-exeter.com
We value all feedback and would welcome the opportunity to look into your concerns further.
Kind regards, Ruby - Member Support Specialist
Excellent service throughout
Despite initial delay in emails (which I can say was also due to my personal situation and stress), I can only say positive and kind words. My case and my claim was dealt consistently, positively, supportive throughout duration, and approach from all staff was nothing but kind and understanding. Income Protection Insurance turned out to be invaluable, and it helped me when my health did not allow me to continue working. Most importantly, the Exeter's support is also reaching out past my claim as they provided me with an app and contact to professionals should I require more assistance. Excellent service throughout (thank you Suzette).
1 juni 2026
Antwoord van The Exeter
Hi Matthew, thank you for taking the time to share your experience. I'm so glad that we were able to provide you with a supportive, kind and helpful experience when you needed it most. I'm delighted that my colleagues also offered you additional support through the app. Wishing you all the best, many thanks Jessica, Member Servicing Specialist.
Call answered promptly and…
Call answered promptly and professionally.
Process logical and well explained.
Some confusion that Exeter is AXA in terms of administration and billing by mri provider. I am still confused by this
27 maart 2026
Antwoord van The Exeter
Hi Guy, thank you for your review. I'm pleased to hear that my colleagues answered your call promptly and provided you with a professional service. Apologies for any confusion, AXA administers claims on our behalf, which is why correspondence about your MRI bill came from them. Many thanks Jessica, Member Servicing Specialist.
Response to emails takes up to 5 days…
Response to emails takes up to 5 days and still the question is not answered
21 juli 2026
Antwoord van The Exeter
Hi Barry, I am really sorry that we did not respond to your email in a more timely manner on this occasion and that you did not receive an answer to your question. I am uncertain from your review which team you were trying to contact, however, we would appreciate the opportunity to investigate this further for you. If you are happy to contact us with your policy information our Member Servicing Team are available Monday to Friday 8am - 6pm on 0300 123 3201. Alternatively our email address is member@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
Happy with overall service but…
Happy with overall service but processing was quite arduous at a stressful time and be careful of hospital choice included in policy
1 juni 2026
Antwoord van The Exeter
Hi Ann, I am glad that overall you were happy with the service that you received. I am sorry that your experience with the processing was arduous. We always aim to try and make the process as smooth as possible so I am sorry this did not happen for you on this occasion. Many thanks Jessica, Member Servicing Specialist.
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