Simple to navigate the site. Good choice of hospitals near to where I live. Online face to face appointment with doctor, who then sanction my consultation. The appointment took approximately 1 week,... See more
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Review summary
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Based on these reviews
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
I am happy with the service of the Exeter. However there were lots of miscommunications between the Exeter and the clinic that I used their services which were mainly related to the clinic not The Ex... See more
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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 appo... See more
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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
4.1
Great
1K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Simple to navigate the site
Simple to navigate the site. Good choice of hospitals near to where I live. Online face to face appointment with doctor, who then sanction my consultation. The appointment took approximately 1 week, then my treatment followed on.
What's not to like.
November 28, 2025
Reply from The Exeter
Good afternoon, Ivor,
Thank you for your review. I am delighted to hear that you found our member benefits app, HealthWise, easy to use and helpful when attaining a referral. I am also pleased to hear that the claims process after your online consultation was prompt and that you have a good choice of hospitals to use that are close to you when claiming.
Kind regards, Ruby - Member Servicing Specialist.
Great experienceregards my new claims
Great experienceregards my new claims
Very helpful staff ready to give Advil as needed
October 16, 2025
Reply from The Exeter
Good afternoon, Annie,
Thank you for leaving us a review. I am very pleased to hear that you have had a great experience with our claims team and found their advice helpful.
Kind regards, Ruby- Member Servicing Specialist.
Quick to react and answer the phone…
Quick to react and answer the phone when contacting them. All issues sorted out immediately.
December 19, 2025
Reply from The Exeter
Good afternoon, Brian,
Thank you for taking a moment to leave us a review. I am very glad to hear your call was answered promptly by our team and that your issue was sorted out immediately.
Kind regards, Ruby- Member Servicing Specialist.
Dealt with my problem quickly and with…
Dealt with my problem quickly and with little fuss once I spoke to the right person
December 9, 2025
Reply from The Exeter
Good afternoon, Kevin,
Thank you for taking the time to leave us a review. I am delighted to hear that the team dealt with your problem quickly and that the process was fuss-free.
Kind regards, Ruby- Member Servicing Specialist.
Reacted without delay so placed my mind…
Reacted without delay so placed my mind at ease for whatever was head8ing my way
November 6, 2025
Reply from The Exeter
Good afternoon, David,
Thank you for leaving us some feedback. I am very pleased to hear that the team were quick to act when it was needed most and that this put your mind at ease.
Kind regards, Ruby- Member Servicing Specialist.
The staff are helpful and prepared to…
The staff are helpful and prepared to explain anything I ask
December 1, 2025
Reply from The Exeter
Good afternoon, Mrs Meaden,
Thank you for taking a moment to leave us a review. I am very happy to hear our staff were helpful and knowledgeable when needed.
Kind regards, Ruby- Member Servicing Specialist.
So professional throughout
So professional throughout. Very helpful, kind and caring. Would highly recommend them 😊
September 29, 2025
Reply from The Exeter
Good afternoon, Caroline,
Thank you for taking the time to share your review. I’m very glad to hear that you found our team helpful and compassionate during your recent contact with us.
Kind regards, Ruby - Member Servicing Specialist.
Reply from The Exeter
Good morning,
Thank you for taking the time to leave us a review. I am delighted to hear that your query was handled promptly by our team.
Kind regards, Ruby- Member Servicing Specialist.
Please don’t use this insurance
Please don’t use this insurance. They are not straightforward with their insurance policies.
I had surgery in dec 2024 , unfortunately the Doctor sent some paperwork to the insurance in jan 2025 so they decided to increase my policy for 2026 for something I did in 2024. Im going to terminate my contract and move to BUPA.
December 19, 2025
Unprompted review
Reply from The Exeter
Good morning, Sandra,
Thank you for taking the time to share your review with us. I’m very sorry to hear that you’ll be leaving The Exeter and would welcome the opportunity to look into this in more detail for you and possibly open a formal complaint for you. If you’re happy for us to do so, you can reach us by phone at 0300 123 3201 (Mon–Fri: 8am–6pm, Christmas Eve: 8am–1pm, closed Christmas Day and Boxing Day) or by email at member@the-exeter.com.
Kind regards, Ruby - Member Servicing Specialist.
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
December 8, 2025
Unprompted review
Reply from The Exeter
Good afternoon, Lucy,
Thank you for sharing your feedback. I’m very sorry to hear about your experience with our Income Protection Claims Team and would like to assure you we will do all we can to investigate this matter for you if you would like to open a formal complaint. Please contact our Member Support team at 0300 123 3201 (option 1 for the IP claims team or option 2 for Member Support) or email ipclaims@the-exeter.com.
Kind regards, Ruby - Member Servicing Specialist
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.
December 2, 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.
November 21, 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
November 21, 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.
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!
September 27, 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
November 21, 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.
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
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
November 19, 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.
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.
November 19, 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
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.
August 5, 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.
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