The Exeter Anmeldelser 1.339

I had an operation today at the Nuffield hospital all went without a hitch all thanks to the Exeter.

My medical request was processed very efficiently from start to the conclusion of the process

Always very helpful when you need them & make the process easy.

I found the billing was very difficult but I had complicated matters by paying myself for the first consultation. As I have a £1000 excess I needed to at that to you.

To speak to knowledgeable and very helpful people

My claim was complicated, not due to the Exeter, my only complaint was communication could be improved between the Exeter and myself.

Totally void of ethics. 12 years I have trustingly paid premiums for an IPI policy never having to claim until now when it is simply unavoidable. I couldn't be more appalled at how obstructive and badly they are handling the claim and if I could go back 12 years I would go with another provider in a heartbeat. They are doing everything possible to delay, obstruct and cause problems.. forcing me to raise a complaint which they are now using as an excuse to not progress the claim by 8 weeks. Repeatedly refusing to answer the most basic questions about the claim for a month now and counting. Even after making it clear to the CEO that the complaint is no excuse not to correct their errors, conduct and progress the claim, she has replied to a pre-legal action notice referencing only that the complaint will be dealt with. As bad faith as it gets! Avoid like the plague!! They cannot be trusted at all!!

First of all they take an age to answer the phone and require copious paperwork to process every claim
More importantly they refused to authorise 2 specialists recommended because they were not on their approved list
With the first specialist I had to delay my procedure for 4 months until he got back on their list
The second specialist had over 30 years experience in the field and they told me that the Exeter will only pay the standard fee for a student newly qualified dermatologist. The fee was only £260 and £230 for a follow up appointment which is not extortionate. They also refused to pay the difference in what they would fund which seems very inflexible.
Overall I would not recommend their service, my previous experience with BUPA was much better
Dear Ruby
Thank you for responding so quickly and I have already made a formal complaint to The Exeter which took a few weeks to respond to and they did not address the reasons for rejecting the highly qualified and experienced dermatologist that I was referred to who has cured my skin complaint. The Exeter has previously approved specialists that charge more, also I would have been prepared to pay the difference to over and above what you were prepared to pay
I am further disappointed to receive a standard response from you following the same from your complaints department, I had hoped you would both look into the matter in more detail and provide explanations.

VG communications with the Exeter team & they’re very efficient

Firstly your staff are knowledgeable, empathetic and answer tge telephone.

The Exeter have excellent throughout my claim, the staff & service have been very professional & compassionate.

I have been diagnosed with a tumour in my colon by my local NHS hospital. Exeter have refused to expedite the analysis of the biopsy in the absence of a referral letter from my GP. This despite the fact that I have provided them with a copy of the correspondence sent to me by COLORECTALCANCERCNS (ROYAL CORNWALL HOSPITALS NHS TRUST) which confirms that I have been examined and confirms the tumour. This unreasonable delay invevitably reduces the probability of my survival.

Had a simple request..to get authorisation for some surgeon-recommended physio, post-operatively. I got the authorisation

It took over a month to get an open referral letter from my GP which is a must to start a claim. Exeter staff were very helpful and sent a list of consultants to choose from. When the Consultant wanted extra tests these were included. There was only a short wait on the phone to speak to a member of staff.

At a time of great concern the team were quick, sympathetic and efficient in dealing with my issue.

I had to pay myself for my oral surgery even though the surgeon said this was not an dental procedure.

Mostly I have experienced brilliant service from this company, making fast decisions and being helpful when I needed guidance. One process was very slow though, perhaps overly complicated and it is taking too much time to receive payment. I would recommend them, but some improvements could be made to achieve the 5 stars

I RECEIVED AN EXCELLENT/OUTSTANDING EXPERIENCE FROM START TO FINISH.
Amazing, helpfull, knowledgeable, efficient, sympathetic, caring staff. I was treated with respect and as a person and not as a number.
All bills have been paid without any hassle whatsoever.
I have been paying my medical insurance since 1980 and have rarely used it and when I have it was for minimal consultations or tests.
Exeter have always paid the bills with no problems.
In my opinion they are an outstanding company.
I do not have a computer and don't do anything online and Exeter didn't discriminate me for this like other various companies have done when I try to explain to them that I don't have a computer!.
Many Thanks for an outstanding level of service. Its nice and took the pressure off me during a worrying time. I have no family or relatives which impacted on my concerns for my health issue.

Making appointments and referrals very quickly

So much pushback on helping with claims. We have had private insurance for years and never had issues like this on a simple emergency injury