Invited
The experience was fine apart from waiting more than the stated 5 days for an answer to my initial contact to making a ckaim. I had to ring to chase and when I spoke about how long it took it was just... See more
Company replied
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Review summary
Based on reviews, created with AI
Based on these reviews
Invited
Rather vague initial contact with Exeter. Asked for letter from GP but later told everything was in order. But later asked for GP letter again. GP unclear what was needed. How about a standard for... See more
Company replied
Invited
Politeness of the telephone staff. No problems with claims. Various occasions over the years, no particular date
Company replied
Invited
My claim was settled quickly and smoothly without question although I did receive an email intended for someone else and I was asked to supply the same information more than once. The experience wit... See more
Company replied
I will shortly be moving my insurance as the service (apart from one call handler) is shocking. Unnecessary delays, questioning on why i used their own gp service rather than nhs, being told we are lu... See more
Company replied
Invited
I only took out private insurance in May. My right knee suddenly gave way in June. I was dreading a tussle. It never happened. I was given a procedure code immediately. My knee replacement happened on... See more
Company replied
Invited
My wife was given the go ahead to discuss a new hip with claim code number. She does not remember being told to phone again after consultation - Exeter did not email any confirmation/instructions OR... See more
Company replied
I wanted to take the time to really understand my policy. I should definitely done this at the point of renewal, but like a lot of people I am sure, I was bamboozled at the last minute by the broker,... See more
Company replied
Invited
Once the claim had been accepted, the whole system ran extremely smoothly. I would have preferred to have paid the policy excess in one go.. thus avoiding the need to small amounts of several accounts... See more
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Invited
The time wasted to be put through to someone is becoming unacceptable. Being told ‘we are very busy’ doesn’t ring true. They have clearly cut their staff so be honest about it. Their response doe... See more
Company replied
Invited
Always easy to contact. Requests for treatment through insurance are given very promptly. Never a problem in agreeing to treatment and bills paid through insurance are prompt. Excellent service.
Company replied
I needed a small procedure which the NHS wouldn`t do. Booked instead with Exeter Medical. The lead time was very quick and all communications were very helpful. The procedure was performed on time... See more
Company replied
Invited
Friendly and professional staff on the help line’. When I rang to inquire about a treatment the company was open about what and would not be covered and guided me through the process.
Company replied
Invited
Excellent customer service. But had to wait along time for my payment, where another policy I had with a different company paid me within 5 days.
Company replied
Invited
The Exeter are the best company you can deal with. They answer the phone, talk to you nicely, listen to what you need and arrange for it to happen. Never a fuss, never a problem. I can't think of any... See more
Company replied
Invited
A delightful advisor who gave me all the information that i needed . She was extremely helpful in so many ways.
Company replied
Ellie Collis at the Exeter is one of the most helpful and best advisers that I have had the pleasure to deal with. They are straightforward and helpful to work with, and along with Ellie, provide an... See more
Company replied
Invited
Once we had agreement to continue with a consultation it went very smoothly and would have scored 5. However the stress than both my husband and I encountered with the Exeter to prove it wasn’t an e... See more
Company replied
Invited
The staff always answered my phone calls promptly and were most helpful. The paperwork for paying for my operations was always processed efficiently.
Company replied
Invited
My husband and I have been with the Exeter for many years and have always had excellent service. Since my husbands death I have needed more help and advice. That is always given with care and kindnes... See more
Company replied
Another great review. The NHS kept saying there was nothing wrong with my daughter. A GP from the Exeter saw here, and it was an immediate "goto A&E, this is what you tell them". The A&E consultant ag... See more
Company replied
I am completely new to private health care and I had the pleasure of speaking to Ahmed Patel, who went through every detail with me and explained everything with great detail and understanding. Reall... See more
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Invited
Unbelievable care and service at a time that we needed it most. We did not have to deal with anything other than concentrating on getting the best medical advice and care. Exeter ensured this was pos... See more
Company replied
Invited
I have always found The Exeter very fair in its assessments. The staff have always been very accommodating and friendly. Living in Kenya, I wish that there were an agreement by which I could access... See more
Company replied
Invited
Polite, informative, fast service from advisors. Prompt payments to consultants and hospitals. Unfortunately I’ve had a run of health issues over the last few years but I’ve always been helped by hav... See more
Company replied
Invited
From initial telephone contact to final invoice payment every step of the way I was made to feel that my case mattered and that I was a human being. From experiences of friends with other insurers m... See more
Company replied
Invited
I’ve been with Exeter a little over 5 years now and had to make 2 claims in this period. My assigned agent has been brilliant, excellent customer service and very understanding with my out of work sit... See more
Company replied
I have been with The Exeter for a while and to start with was quite happy with the level of customer service (hence two, rather than one star). Unfortunately this has deteriorated significantly over... See more
Company replied
Invited
Brilliant I have unfortunately had to make a claim and found it easy to make and the staff have all been very easy and understanding
Company replied
Was on the website and cannot see anywhere about joining or getting a quote , easily the worst website. Why have u made it soooo hard for people to get a quote or actually join ? Whoever designed it n... See more
Company replied
Invited
Not easy to get authorisation for medical appointments . Everything is queried . Doctors have to send a letter and then after the Exeter has seen doctors referral they then send a form for the doctor... See more
Company replied
Invited
My experience was smooth, easy and the people who assisted me at every level were relaxed and gave me all the time I needed. Professional and personal care .
Company replied
Invited
I had to make a claim on my income protection policy. This was handled quickly, efficiently and without any fuss. Thank you for making it so straightforward and paying promptly too.
Company replied
Invited
For the last seven months I have been receiving out-patient treatment for a serious illness at the Great Western Hospital, Swindon. In addition to staff at the hospital, the treatment and support I ha... See more
Company replied
It wasn't until the last year that the app was brought to my attention so not having enough time to address the ADHD issue I have had since birth. Now, don't get me wrong the attention to other matter... See more
Company replied
Invited
It was hard to get the treatment my Mum needed for her terminal cancer diagnoses. After a long battle with the Exeter. they agreed to let Mum use the consultant that was recommended by her oncolog... See more
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I have always found the Exeter to offer excellent customer service and very little waiting time. This afternoon Christina has been professional, knowledgeable and helpful. Nothing was too much trouble... See more
Company replied
Invited
The way my issue was handled was over and beyond. Everything was done on time and in a professional way. I was kept informed of what was happening. Payments to my consultant was done immediately. I w... See more
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Invited
I was disappointed that I wasn't given the full information before getting outpatient diagnostics done. I ended up having to pay out £600 for an ultrasound despite having been told that all diagnostic... See more
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I really know a lot about insurance and The Exeter is amongst the best out there. I’ve had experience with a lot. Whenever I have had the misfortune of being ill, they’ve been there to help me in s... See more
Company replied
Invited
So far the communication with your company has been excellent quick response no excuses no BS, yeah well done pleased so far
Company replied
Invited
We always have real help in our enquiries from helpful, and supportive, staff. Claims paid in good time. Very happy with the service.
Company replied
After some time trying to get in touch with the company, I was finally contacted. The person who handled my case was very professional, explained everything clearly, and took my situation... See more
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Invited
Being able to talk to someone easily is no 1 requirement.
Company replied
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Easy to speak with someone and obtain the information required
Company replied
Invited
I have always found the staff very professional and helpful.
Company replied
Invited
Very good service. And you pay hospital quickly
Company replied
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Helpful when considering my wife’s claim
Company replied
Mike Tench, from the main switchboard, sorted everything out this morning for me. There was a technical problem with the phone line to the Claims line and he took over and sorted a way round the probl... See more
Company replied
Company details
Written by the company
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.
Contact info
Emperor Way, EX1 3FD, Exeter, United Kingdom
- 0300 123 3201
- member@the-exeter.com
- www.the-exeter.com
3.9
Great
1K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
Income Protection team awful
Awful experience with the income protection team, I got through to a ‘senior assessor’ who sounded like they hadn’t been there long and by their tone of voice, they weren’t happy to be there either! Spoke about helping out other team mates and rushing through work. Not reassuring at all
8 December 2025
Unprompted review
Very poor
Very poor. At a time of sickness when you need your health insurance company to provide quick answers and support - the Exeter fails miserably. Agrees to cover a new medical condition but then dallies over whether it is appropriate to cover the treatment. I would urge prospective clients to look elsewhere.
2 December 2025
Unprompted review
Reply from The Exeter
Hi Fiona, I am sorry to hear of your experience. I believe that our complaints team have acknowledged your complaint and they will provide you with a formal written response, once they have completed their investigation. The contact information for our complaints team is customercomplaints@the-exeter.com or you can write to them at: Customer Complaints Handler, The Exeter, Lakeside House, Emperor Way, Exeter, EX1 3FD. You may be able to refer the complaint to the independent Financial Ombudsman Service to investigate the matter on your behalf. For more information you can visit their website at:
http://financial-ombudsman.org.uk. Many thanks Jessica, Member Servicing Specialist.
Even they admit they have poor customer service
I have been with The Exeter for a while and to start with was quite happy with the level of customer service (hence two, rather than one star). Unfortunately this has deteriorated significantly over time, however. We claimed for something recently and the customer support was poor - quoting a magic exclusion clause that apparently they cant publish or make available in their terms and conditions - you just have to trust them. The customer service agents lacked empathy and failed to take the action they had promised to take - constantly having to be chased. I made an official complaint - which they upheld with regards to poor customer service, although their only recommended remedy was that they would share feedback internally - which I doubt will be of little effect if it happens at all. Their response was simply indicative of the lack of importance they attach to customer service. They have made me feel that as a company they are untrustworthy and that their customer service agents lack training as well as empathy and other basic customer service skills. Now it is time for renewal and, even though they have officially agreed that they have demonstrated poor levels of customer service - surely a key term in any healthcare insurance offering - they have suggested a 50% increase in premiums (notwithstanding they refused to cover the issue that lead to the complaint). Perhaps that is their way of dis-incentivizing negative feedback? Needless to say, I wont be renewing with them.
21 November 2025
Unprompted review
Reply from The Exeter
Hi TDT, I am really sorry to hear of your experience. I can see that you have not received the level of customer service that I would hope for on this occasion. I would like to reassure you that we do take feedback seriously and by having gone through the complaints process, where feedback can be given to individual agents or whole teams to improve service, this process will have been followed. Without your policy information, I am not able to investigate further the reasons behind why were not able to authorise your claim this time. If your policy was on Standard Moratorium terms, then you would be underwritten at the point of claim and pre-existing conditions would be classed as any symptoms, treatment, medication or advice in the 5 years prior to your policy start date. With this particular underwriting if you had a two year continuous trouble free period, after your policy start date where for that pre-existing condition you did not have symptoms, treatment, medication or advice, we would then look to cover you. If your policy was on full medical underwriting, any personal exclusions would have been advised on your policy certificate. General policy exclusions are always provided in your policy documentation at the start of your policy. If you did wish to discuss this further, Our Member Servicing Team is open Monday to Friday 8am to 6pm on 0300 123 3201 or alternatively you can email us at member@the-exeter.com. If you would prefer to contact the claims team directly, they are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm on 0300 123 3253 or you can email them at pmi-claims@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
Beware of difficulties accessing healthcare
I will shortly be moving my insurance as the service (apart from one call handler) is shocking. Unnecessary delays, questioning on why i used their own gp service rather than nhs, being told we are lucky to have nhs and I should use them in the interim of delays. Just shocking delays - been waiting a week for details of consultants approved whilst my daughter is in pain and still no response which is outside of their own timeframes. I would urge caution
21 November 2025
Unprompted review
Reply from The Exeter
Hi VM, I am really sorry to hear of your experience and for the delay in you receiving the details of the consultants that can be approved for your daughter’s claim. I appreciate you taking the time to share this as we value the opinions of all of our members. Without your policy information, I am unable to investigate this for you. If you are happy to contact us with your information, we can look into this further to try and reach a resolution. Our Member Servicing Team is open Monday to Friday 8am to 6pm on 0300 123 3201 or alternatively you can email us at member@the-exeter.com. If you would prefer to contact the claims team directly, they are open Monday to Friday 8am to 8pm on 0300 123 3253 or you can email them at pmi-claims@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
Invited
Poor administration & communication
My wife was given the go ahead to discuss a new hip with claim code number. She does not remember being told to phone again after consultation - Exeter did not email any confirmation/instructions OR contact her when accounts received for operation when they thought there was no authorisation for this. Complaint of bad handling of claim has not resulted in any answer, it has just been ignored!
27 September 2025
Reply from The Exeter
Hi KC, thank you for taking the time to leave a review, as a mutual society we value the opinions of all of our members. I have spoken with the claims team, and they have confirmed that they had previously issued a response to your complaint. I’m sorry that you hadn’t received this, they have reissued this to you today and they have confirmed that the authorisation issue has been resolved. I apologise for the delay in this information reaching you. If you have any questions regarding this, please contact the claims team directly on 0300 123 3253. They are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm and they will be happy to discuss this further with you. Alternatively, you can email them at pmi-claims@the-exeter.com Many thanks Jessica, Member Servicing Specialist.
The Exeter are beyond a joke steer…
The Exeter are beyond a joke steer clear they have taken over 12 months worth of payments & now wont pay out on a claim crooks
21 November 2025
Unprompted review
Reply from The Exeter
Hi Steve, I’m sorry to hear of your experience. Without your policy information I am unable to investigate this further for you. If you would like this to be looked into, please contact our claims team on 0300 123 3253. They are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm and they will be happy to discuss this further with you. Alternatively you can email them at pmi-claims@the-exeter.com Many thanks Jessica, Member Servicing Specialist.
Invited
Reply from The Exeter
Good afternoon, Dominique,
Thank you so much for taking the time to share your review. I’m delighted to hear that our team was able to assist you and that your experience was positive. If there’s anything else we can help with, please don’t hesitate to reach out.
Many thanks, Ruby - Member Servicing Specialist
Invited
Reply from The Exeter
Hi Roy, thank you for sharing your experience and leaving a review. I'm delighted to hear we provided good customer service and the hospital was paid quickly. Many thanks Denise, Member Servicing Specialist
Bad customer service
Out first effort to make a claim was met with appalling customer service that seemed right from the get go to seek to avoid paying
Have never had this experience with suppliers I have used historically
I called to discuss this as requested and the call merely served to make matters worse
Oh and btw when you sign up you are told you get some free physio appointments
After you have joined you find out this is just on line
The app is awful and this has been by some margin the worst private health insurance experience of my life
19 November 2025
Unprompted review
Reply from The Exeter
Hi Andrew, I am truly sorry to hear of your experience, if you would be happy to provide your policy information so we can investigate this more fully for you, we would be glad of the opportunity to look into this further. If your claim was for Private Medical Insurance, then the contact information for our claims team is 0300 123 3253. They are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm. Alternatively, you can email them at pmi-claims@the-exeter.com. If your claim was for Income Protection then the contact information is 0300 123 3201 (option one) and they are open Monday to Friday 9am to 5pm. Alternatively their email address is ipclaims@the-exeter.com . Many thanks Jessica, Member Servicing Specialist.
Invited
An excellent company
Always easy to contact. Requests for treatment through insurance are given very promptly. Never a problem in agreeing to treatment and bills paid through insurance are prompt. Excellent service.
19 November 2025
Reply from The Exeter
Hi M C Dice, Thank you for taking the time to leave a review. I am delighted that you have found us easy to contact and that your claims have been dealt with promptly. I am so glad that my colleagues have provided you with excellent service. Many thanks Jessica, Member Servicing Specialist
Invited
My last experience was a nightmare
My last experience was a nightmare. Highly unsatisfactory. Initially I had difficulties with the NHS and Exeter referred me to a helpline which was frankly useless and unapologetic over its failure to assist. My issue remains unresolved. I will have to pay to sort it out myself.
5 August 2025
Reply from The Exeter
Hi Duncan, I’m really sorry to hear of your experience. Usually our claims team will refer you to the HealthWise service if you need to obtain a GP referral letter to start your claim. This can be a useful option if you are experiencing a long waiting time through the NHS GP. The HealthWise app is a free member benefit that is available to all our members, and it is serviced through a third party provider company called Square Health. I am sorry that they have not provided you with the level of service that we would expect and we would really appreciate the opportunity to try and resolve this issue for you. If you are happy to do so, please could you contact our Member Servicing Team with your policy information on 0300 123 3201. We are open Monday to Friday 8am to 6pm. Alternatively you can email us at member@the-exeter.com. If you would prefer to contact the Square Health team directly, their contact information is 0330 8221776. Their email address is customerservice@squarehealth.com. Many thanks Jessica, Member Servicing Specialist.
Invited
Caring ,understanding and very helpful.
11 November 2025
Reply from The Exeter
Hi Alison, I am delighted that the service you have received from us has been caring, understanding and very helpful. Thank you very much for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
Invited
Reply from The Exeter
Hi Tony, I am delighted that the service you have received from my colleagues was quick and trouble free. Thank you for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
Invited
I have always found the staff very…
I have always found the staff very professional and helpful.
30 October 2025
Reply from The Exeter
Hi Anthony, I am delighted that you have found my colleagues have always provided you with a professional and helpful service. Thank you so much for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
Invited
A delightful advisor
A delightful advisor who gave me all the information that i needed .
She was extremely helpful in so many ways.
18 November 2025
Reply from The Exeter
Hi Mary, thank you so much for taking the time to leave a review. I'm really pleased to hear that my colleague ensured you had all the information that you needed and provided you with an extremely helpful level of service. Many thanks Jessica, Member Servicing Specialist.
Invited
Friendly and professional staff on the help line
Friendly and professional staff on the help line’. When I rang to inquire about a treatment the company was open about what and would not be covered and guided me through the process.
13 October 2025
Reply from The Exeter
Hi RC, I am delighted that my colleagues provided you with friendly and professional service and they ensured that you had clarity around what treatment could be provided under your policy. Thank you for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
Invited
Easy to speak with someone and obtain…
Easy to speak with someone and obtain the information required
7 November 2025
Reply from The Exeter
Hi Alan, I am so pleased to hear that it was easy to speak with my colleagues and they were able to provide the information that you required. Thank you for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
Invited
Efficient helpful service
The staff always answered my phone calls promptly and were most helpful. The paperwork for paying for my operations was always processed efficiently.
10 September 2025
Reply from The Exeter
Hi Anne, thank you for taking the time to leave a review. I am so pleased to hear that my colleagues have provided you with prompt and helpful service and that your claims were processed efficiently. Wishing you the best with your post-op recovery. Many thanks Jessica, Member Servicing Specialist.
Invited
I only took out private insurance in…
I only took out private insurance in May. My right knee suddenly gave way in June. I was dreading a tussle. It never happened. I was given a procedure code immediately. My knee replacement happened on the 6th of October. I'm slowly recovering. The Exeter stood up. Thank you.
6 October 2025
Reply from The Exeter
Hi John, I am delighted that we were able to help you get the knee replacement that you needed. Wishing you all the best with the rest of your recovery. Many thanks Jessica, Member Servicing Specialist.
Invited
Reply from The Exeter
Hi Stuart, thank you for taking the time to leave a review. I am really glad to hear that my colleagues were helpful in regards to your wife's claim. Many thanks Jessica, Member Servicing Specialist.
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