The Exeter Reviews 1,150

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 excellent service. Thank you :)

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 diagnostics were covered,

Competitive and there for security.

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 and quickly with wonderful friendly staff in a clean and comfortable environment. The after procedure was equally efficient and the whole process was stress free and comfortable.
I highly recommend Exeter Medical and if I ever need private medical care I will go back to them.

DEVASTATED
Sadly a breach of trust, a lack of fairness and multiple issues as the Exeter chose to give notice to terminate a selected swathe of policies within one Plan.
This ethical situation riding on legal complexity may impact all members . We need transparency, mutual support and to help the Exeter recover its pride.
Request to ID Contact with others affected has been ignored.
John Felton

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 does not admit that they have cut their staff - which is obvious to its members who have called on previous occasions. Be upfront about it Exeter,

We transferred our private healthcare insurance policy of 30+ years from Vitality to The Exeter 2 years ago, having been disappointed with the add-on ‘non-medical’ benefits Vitality kept introducing such as discounted Apple Watches, free Coffee, Cinema tickets etc, which impacts premiums and that we weren’t interested in benefiting from. When the expensive/fancy TV commercial campaign Vitality introduced, it was time to look for an alternative insurer to facilitate JUST our healthcare insurance needs, without the unnecessary fringe benefits.

We chose The Exeter on the understanding they were a ‘friendly society’ who reinvested profits to their customers and/or the business, rather than paying extortionate shareholders dividends. We were assured this new insurance provider would not continue to increase our annual premiums excessively, albeit aside from annnual inflationary increases.

Year 1 we benefited from a lower annual premium for the same level of cover as with Vitality, all was good.

Year 2 saw a substantial increase in premium levied & only by negotiation we reduced our level of cover to counter this increase and continued with a far lesser product for a slightly increased annual premium.

Now after 2 ‘claim free’ years, our 3rd years premium has increased by an extortionate 19.2%.

Having written to The Exeter expressing our concern and disappointment, the only justification for the hike is due to …” A change due to medical inflation, that reflects hospital treatment costs and due to the claims experience of the whole book of business, which reflects trends in hospital utilisation of customers”.

No alternative option, no apology or small concession for a further term, hence it’s now time for us to cease paying for private healthcare insurance due to rising costs pricing us out of the market. We shall instead put a couple of thousand pounds a year away in an account for emergencies.

In 38 years of having the benefit of private health insurance we have submitted but one claim, for a low grade cancer diagnosis in 2013, which, fortunately, has not recurred.

Being a couple in our late 60’s, we regard ourselves in very good health, non drinkers/non smokers/never having taken an illegal drug, both very active, both Pescatarian and Vegetarian respectively.

Our need for specialist healthcare insurance would ONLY be required for the serious business similar to what was experienced 12 years ago when the speed and quality of the cancer diagnosis and subsequent treatment was exemplary.

Sadly now at this point in our lives, having reached retirement and a now living stress free, we feel we have been subjected to, and included in, the overall mass of potentially unfit and unhealthy individuals whose more than likely avoidable claims on private healthcare have increased our premiums beyond our affordability. Why, we ask, don’t insurers take a more stringent and detailed look into their potential clients lifestyle, background and general health condition before either insuring them or paying claims that could be avoided should they have more regard and responsibility for their precious lives? A more stringent interview pre-policy cover process and more exemptions and excesses for unfit/unhealthy clients may well reduce claimants and encourage healthy, fit persons to maintain their cover without excessive annual premium increases.

When we left Vitality, two years ago, The Exeter’s TrustPilot rating was, I recall 4.9 / 5, whereas Vitality’s was then much lower. I’ve noted some recent other disgruntled reviews left by disappointed Exeter customers and see now that Exeter’s rating has dropped to 4.0 / 5, below the current Vitality rating. A coincidence maybe to my present unsettling situation with this company, but the facts and figures don’t lie.

A final disgruntled mention too about greedy consultants who continue to increase their treatment fees hence pushing insurers costs up further.

Our ‘friendly society’ proved not so friendly after all.
Goodbye Private Healthcare Insurance….”It was good…(for you)…while it lasted”.
….having received the somewhat lame excuse response via Google reviews from The Exeter, it is clear to me that the way Health Insurance Policies are set up, “Due to moratorium underwriting, medical details are only reviewed at the point of claim”, we, the paying customers are therefore more than likely duped into taking on policies, without the due diligence of exploration of general health history, then at point of claim are refused cover of treatment. Another disappointment which confirms our decision to self insure our own health needs.
I see since my damming review that The Exeter’s score has dropped further to 3.9/5.0.
Goodbye Forever to The Exeter!

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 seeking a diagnosis and the customer service has always been excellent. Kindness goes such a long way and praise is due. Their app is very helpful - I really love being able to see a GP soooo QUICKLY! That in itself is worth so much.

I think some people who are new to health insurance don’t understand how it works. It isn’t there to replace the NHS but to work alongside it. You wouldn’t claim on car insurance and expect next year not to see an increase, so it would be no shock to see an increase if you make use of it. They really are very fair how they go about it though. Fairer than elsewhere I’ve been. You can have a chat with them about your cover and they are very knowledgable and genuinely interested to see how they can help. Can’t ask for more than that in my opinion.

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.

I have had a terrible experience with this company from start to finish.

The issue began when my direct debit was cancelled (likely due to the confusing use of multiple company names for payments). I immediately apologised and spent around 40 minutes on the phone to set up a new direct debit and make the missed payment.

Despite resolving this, my account was inexplicably closed three months later due to an earlier missed payment, one that I had not been made aware of. I then spent another 30 minutes on the phone with a customer service representative who appeared unable to clearly interpret the notes on the system, still at this stage I am unsure what was missed

The end result: hours of my time wasted, hundreds of pounds lost, and my policy cancelled.

If this is the level of customer service customers receive simply when trying to pay, I dread to imagine the experience if you ever had to make a claim.

Lots of other reputable health insurance companies out their that provide a good professional service unfortunately on this occasion I was recommended by a broker and chose Exeter around the level of cover, which is irrelevant if this is the service they provide

I have previously been covered by Axa and Vitality without any problems, but thought I would give the Exeter a chance as they sounded like a good company.

After suffering from an inner ear dysfunction, I was referred to an ENT, it turned out the consultant didn’t have the specialisation I required but it didn’t stop him from booking 3 consultations to absolutely no avail or relief of my symptoms, (including one time, in which I called them to chase documents they said they would send but didn’t, I was charged thst as a consultation!)

this ate through my allowance leaving me with no further covered treatment, when I made a complaint about it I’ve bow been put into appeals process which takes 3 months to conclude and in the mean time have been blocked from getting further treatment while still paying my monthly fees, add to that the fact that every referral has to be chased well after the stated 5 working days they suggest it takes,

Update 28/10/25

After trying to call several times to the dispute / complaints team, I finally got through only to be out on hold while someone checked with a colleague, they said they would call me back…. No call ever came.

An email then arrived today requiring “more information to confirm eligibility” this is for a claim that has already been approved by the team months in advance and is now being brought into question retroactively.

I have never had this kind of experience with a health insurer before, truly the stuff of nightmares!

I tried to call again to get more clarity from the claims team. They put me on hold, and then after 20 mins waiting cut me off again… another hour spent getting nowhere.

Poor communication during phone call.
Demand for copy of doctors referral before authorisation which causes distress and delay when users are very ill.

Medical Insurance with 'care' at it's heart.

So far the communication with your company has been excellent quick response no excuses no BS, yeah well done pleased so far

When faced with sickness the Exeter personal care advisory service is absolutely excellent and gives great support when you need it the most.

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 .

Always available on the phone. No waiting time and excellent customer service

I spoke with the most helpful staff on the phone straight forward claim which was such a relief

Excellent fast accurate communication

Good service