This company is a complete scam. I was issued a policy with William Russell due to working abroad. While I was insured i had a scooter incident which required surgery. I couldn't wait to get approval... Voir plus
L'entreprise a répondu
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
To every inquiry, I receive a very prompt and helpful reply. Arrangements for care are made that consider, or even anticipate, my concerns. When I hear stories from friends about problems with insurer... Voir plus
L'entreprise a répondu
The health insurer that changed everything I ever worried about with health insurers: having been William Russell (WR) clients for decades, I can wholeheartedly say that WR has never let us down. Not... Voir plus
L'entreprise a répondu
William Russell issued Letter of Guarantee to cover an urgent medical procedure in Asia extremely rapidly. There was not a lot of bureaucracy, I had one single main point of contact in their UK claims... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Mutuelle de santé
- Compagnie d'assurance invalidité
- Assurance de protection des revenus
- Agence d'assurance
- Courtier d'assurances
- Compagnie d'assurance vie
Écrit par l'entreprise
William Russell provides international health insurance, life insurance, and income protection to individuals and families living and working abroad. We have thousands of members across Latin America, Europe, Africa, the Middle East, and Asia. Please note that reviews on Trustpilot are unverified. To see verified reviews from our customers, please search 'William Russell Feefo reviews'.
Coordonnées de contact
William Russell House, The Square, GU18 5SS, Lightwater, Royaume-Uni
- +44 1276 486 477
- contact@william-russell.com
- william-russell.com
4,1
Bien
66 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 85 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
William Russel - Peace of Mind
William Russel were prompt with their approval response, and guarantees were issued petty quick in order that i could commence treatment on time. This gave me peace on mind and let me focus on what was going on. They we very informative and the service provider was very happy.
17 septembre 2025
Avis spontané
Réponse de William Russell
Thank you very much for your 5-star review. We’re very pleased to read you’re happy with the service you’ve received as a valued member. We understand when seeking medical treatment, having the right process and the people there to support is paramount so you can focus on what matters most. Thank you again for taking the time to review your experience with us.
Smooth processes
Everything is processed quite quickly. All information is clear and understandable.
15 septembre 2025
Avis spontané
Réponse de William Russell
Thank you for taking the time to contact us with your positive feedback. We’re very pleased to hear that you’re happy with the service you’ve received and it’s great to hear the information provided was clear and useful. Thank you
Réponse de William Russell
We're really pleased to receive your 5* review, thank you for taking time to share this - our teams continue to be here to support you, thank you.
Best insurance experience
Im impressed! My experience with any kind of insurance had never been very positive, until now. Great communication and service (huge thanks to Josephine!! 🙏), and great coverage. Could not ask for more. Thank you!
15 septembre 2025
Avis spontané
Réponse de William Russell
Thank you for sharing your experience with us and 5* review! We're so pleased to read you've had a positive experience and we've passed your thanks onto Josephine. As with all of our teams, we're passionate in providing a professional yet caring service for our members. Thank you again for taking the time to review your experience with us.
Helpful and Professional Staff
Excellent experience with William Russell. Very transparent, clear and helpful. Mandy (Claims Executive) & Angela (Policy Services Executive) are particularly great to deal with- very professional.
11 septembre 2025
Avis spontané
Réponse de William Russell
Thank you for taking time to provide a 5* review of your experience with us and notably, for both Angela and Mandy in our Policy and Claims teams – we’ve passed your comments on to them both. We're really pleased to hear you're happy with the service and support you’ve been receiving. It really means a lot to have loyal members like you and we continue to be here when you need us, thank you.
Thanks William Russell
Everyone at William Russell has been fantastic. Going through medical treatment is stressful enough without the added worry of whether or when the insurance company will pay. With William Russell, that worry simply wasn’t there. Their claims team felt more like friends and family—supportive, reassuring, and genuinely caring. Payments were quick and straightforward, arriving directly in our bank account without hassle. Their support made a difficult time so much easier, and I can’t recommend them highly enough.
1 août 2025
Avis spontané
Réponse de William Russell
Thank you for your comments and positive 5* review! We’re all really very pleased to hear that you’re happy with the service you’ve received, especially at a time which can be stressful enough. Our claims team take much pride in supporting our members at every stage of their treatment and claim. Your feedback reflects what we strive for at William Russell, not just providing expert service, but a genuinely a human and empathetic experience at all times.
We're happy to have you with us and it’s great to know you feel supported, thank you again for taking the time to share your experience.
I always have an excellent and…
I always have an excellent and professional assistance.
3 septembre 2025
Avis spontané
Réponse de William Russell
Thank you for your comment and 5* positive review! We’re so pleased to hear you continue to be happy with the service and assistance received. All of our teams are passionate in providing a professional yet caring service at all times. Thanks again for taking the time to leave us your feedback.
Excellent Service/High Premium Renewal
I am writing this review to express my sincere gratitude for the exceptional service provided by William Russell over the past 12 months. The support we have received throughout my wife's serious health condition has been truly excellent. Navigating a serious illness is challenging, but your company has made the insurance process seamless and stress-free.
However, the only disappointment we experienced was the 29% premium increase for 2025/26, which we felt was significantly higher than a standard rate adjustment. I worry this may set a precedent for future renewals, making the premiums difficult to manage in the long term. I hope this will not be the case as we move forward.
Despite this, I would also like to extend a personal and heartfelt thank you to Cosmina Gradinaru "International Claims Executive" She has been a constant source of support, making every interaction easy and personal. Cosmina's professionalism and empathy are a credit to your company, and her dedication has made a significant difference to our family during a difficult time.
11 août 2025
Avis spontané
Réponse de William Russell
Thank you so much for submitting for your 5 star review, we’re delighted to hear how pleased you are with the service that you and your wife have received. We understand the complexities experienced when dealing with a serious illness and we know the importance of having a dedicated claims expert, there to support and help navigate you and your family with any concerns at a challenging time. We’ve passed your gratitude and thanks to Cosmina who was thrilled to receive this and as always, she and the team continue to be here to support you all.
We understand your concerns with regards to your premium increase. We’re experiencing higher claims costs in a number of countries as the cost of health care continues to grow and alongside this, the increasing demand for international quality private care, ever increasing advances in technologies as well as the types of treatments available being contributing factors.
Again we sincerely thank you again for taking the time to review your experience which means a lot to us - we continue to be here for you and your family.
Always so helpful
I've been navigating a really difficult situation regarding my brother's various medical issues and his disability insurance. Maggie has been so supportive and helpful throughout the whole process, guiding me when I've faced issues that are completely out of my comfort zone. I would wholeheartedly recommend.
8 août 2025
Avis spontané
Réponse de William Russell
Thank you so much for your kind words and for taking the time to share your experience. We're truly sorry to hear about the difficult situation you've been facing with your brother's health, and we're grateful that we could support you both during such a challenging time. We genuinely care about the people behind every policy and it's incredibly important to us that you feel supported and guided, especially when dealing with complex and emotional situations and we're so pleased that Maggie was able to be a steady and helpful presence for you throughout this process.
Your recommendation means a great deal to us. Thank you again for your trust, we're here whenever you need us.
The information about the hospital with…
The information about the hospital with cashless options are not up to date. I ended up arguing with the hospital staff.
5 août 2025
Avis spontané
Réponse de William Russell
Thank you for your review and we apologise for this error and the inconvenience caused. We maintain a database of several thousand hospitals monthly, and on occasion, we have changes to our service in between updates. We have since corrected the error and are reviewing all other records in the database.
Transparency and Efficiency
William Russell is our Insurance Company since many years. We had our ups and downs like everyone but overall we have found a competent, efficient and transparent team of professionals that do not leave you alone.
1 janvier 2025
Avis spontané
Réponse de William Russell
Thank you for your positive feedback. We're very pleased to hear that you're satisfied with the ongoing service you receive as a loyal member of William Russell. We appreciate you taking the time to share your experience with us.
Outstanding customer service
Highly professional and empathetic staff has been the factor that has kept us loyal customers for years. Where other organisations are investing in chatbots and AI automation to know doubt cut costs, WR have continued to invest in a team of genuine experts who make you feel like they're working with you and not against you during what is always a stressful situation.
31 juillet 2025
Avis spontané
Réponse de William Russell
Thank you so much for your 5-star review and your continued loyalty over the years. We're truly grateful for your kind words about our team and your feedback perfectly reflects what we strive for at William Russell, providing not just expert service, but a genuinely human and empathetic experience during what can often be a stressful time.
In an era where many are turning to automation, we’re proud that our teams commitments continue to make a meaningful difference. Knowing that this approach has earned your trust and loyalty over the years means the world to us.
Thank you again for taking the time to share your experience, we’re here whenever you need us.
Excellent Service
The William Russell team handles claims very quickly and efficiently and responds promptly to inquiries. The service is excellent.
29 juillet 2025
Avis spontané
Réponse de William Russell
Thank you very much for your 5 star review! We're very pleased to hear you're happy with the service you've received as a valued member of William Russell. Our claims team are always on hand to assist to ensure you receive a professional, yet caring and personal service at all times. Thank you again for taking the time to comment and review your experience with us.
Bad insurance company
I’ve been using the insurance for years, even though the increase of 25% yearly. When I needed to use it, they decided that the small surgery that I made was not covered. I don’t recommend at all.
12 février 2025
Avis spontané
Réponse de William Russell
Thank you for submitting your review and we’re sorry you initially experienced an error in the payment of a recent claim. Following our correspondence with you the same day, we’re pleased that this has now been resolved to your satisfaction and you’re happy with the outcome. We strive to offer outstanding customer care at all times as our members expect. Thank you again for getting in touch with us, we appreciate your feedback.
25% premium increase
I was a customer for a year. I never filed a claim so I am not judging on that. Yet the company increased my premium by +25% from one year to another on the basis of inflation and Covid. I am 32 years old, not a single pre existing condition nor claim in the past. Either the company is ripping off their customers, or it's a predatory pricing strategy for people who don't look too much into it (or care). Some competitors provide better coverage for a better price.
6 février 2025
Avis spontané
Réponse de William Russell
Thank you for taking the time to leave us your feedback. We do understand your concerns regarding increases in premiums. In many countries, the cost of health care continues to grow. It is not just the cost of health care that impacts on premiums, increased demand for international quality private care and advancement in technologies and wider treatments available are also contributing factors worldwide. We do work very closely with our insurers to ensure any increase in premiums that we may have to impose is reasonable and justified. We thank you again for getting in touch, your feedback is very valuable to us.
Avoid
This is, without a doubt, the worst insurance company I’ve ever encountered—it was unfortunate to interact with them at all.
The agent who contacted me was incredibly insincere and came across as uneducated. When I disclosed that I have a common, non-threatening autoimmune condition, his entire demeanor shifted dramatically, as though I had revealed some unheard-of, highly contagious space HIV. Despite already securing coverage from another insurance provider, I sensed his unprofessionalism and decided to feign interest in proceeding just so I could document my experience here.
To make matters worse, the agent attempted to justify his behavior with what was clearly a fabricated sob story about his mother allegedly being unable to get insured for the same reason (If it wasn’t fabricated, I sincerely hope he isn’t using such a personal matter for manipulative sales tactics).
20 janvier 2025
Avis spontané
going down the drain
Seems like the company is slowly but surely going down the drain....
I am insured with them since 5-6 years and had 1-2 claims in the first year.
Since then the prices increased yearly by 15-20% telling me the inflation rate (of actual 5-7%) would be the reason.
I contacted them as a new customer and see there... If I am new I would get a 20% lower price. This clearly shows the company is not in a healthy state when ripping off existing clients which on top did not have any claim for 2-3 years!!
Will be using a more expensive company that gives you a fair pricing and service instead of using ridiculous dodgy marketing methods and ripping off existing customer.
Thanks for nothing!
7 novembre 2024
Avis spontané
WR simply load premiums for pre…
WR simply load premiums for pre existing conditions without asking whether you wish to have the PEC covered or not - most insurers offer PEC cover as an option. When asked the reason they say due to the chief medical officer - so in effect the customer gets what the customer does not necessarily want - strange customer service strategy - this inflexibility sends a huge red flag for future claims
6 juin 2023
Avis spontané
Réponse de William Russell
Thanks for your review. We review each application on a case-by-case basis. Sometimes we may exclude cover for a pre-existing medical condition, sometimes we may increase your premium but include cover for a pre-existing medical condition. In either case, we make it clear in your acceptance invitation the terms on which we can provide you cover. If you'd like to discuss this further, please drop us an email at contact@william-russell.com.
WALK AWAY from WR (aka William Russel)
If you are looking for a reliable, straightforward, effortless and trustworthy health insurance, just WALK AWAY from WR (aka William Russel). They have been asking for many documents from the doctors, doubting about their existence, doubting about the consultations our child had. Months later they still didn't reimburse us the few hundreds of dollars we paid from our pocket. I am talking about normal pediatrician consultation. I can't imagine the damage if it was more serious and more expensive. in a nutshell, don't rely or trust them at all !!!
13 mai 2022
Avis spontané
Réponse de William Russell
Thanks for your review. I'm sorry you had a bad experience with us. I don't think there's much we can say that'll make you feel better about William Russell. We do require medical information from your treating doctor when we assess your claim, and there are sometimes reasons why we won't pay a claim. In your case, it sounds like we could have done better. Apologies again.
Avoid at all cost!!!
I have been a customer of William-Russell from 2012 onwards for whole family of 6. Until perhaps 2019 everything was fine and every claim (we had very few) was processed and settled very fast. Unfortunately, since about 3 years things have changed to the worse and they come up with ridiculous reasons why they can't cover this or that. I recently broke my ankle in an accident and couldn't walk anymore and was in severe pain, and they came up that this is not an emergency and therefore not covered!!! Most annoying is, that there customer service will just ignore you and don't even answer e-mails! They send you an e-mail why this or that can't be covered and then this is final - they don't even want to communicate or explain anymore afterwards! Finally I had no other choice to bring this to my lawyer which is very annoying. So avoid at all cost if you want.
22 août 2022
Avis spontané
Réponse de William Russell
Thanks for your review. Our health insurance policies do provide cover for accident & emergencies. We'll only organise a medical evacuation if the accident causes a life-threatening or limb-threatening condition that needs urgent hospital treatment. Still, I'm sorry you had a bad experience with us and we'll do better with our communications and explanations.
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.