General & Medical  Avis 

Clarity of explanations provided.

Thank you, Michael.

We went through our medical advisor Jason Foley at Healthcare FM. Who recommended you to us.
All of our dealings with Gen & Med have been excellent.
I recently spoke to Sanum in your credit control who was a fantasy ambassador for your company.

It is such a joy to be able to actually speak to someone when contacting General & Medical. My issues have been dealt with highly professionally and unlike other private health providers, in a far less stressful manner. I have also spoken with the same young woman every time I needed to and she has been outstanding in her attention to my issues. I would not hesitate to recommend G&M and particularly the team I deal with.

Very clear and easy to set up. Michael was very very good at explaining the policy

My experience with General and Medical has been frustrating. The policy terms are overly strict compared to other providers. Having been with AXA PPP before, I found them far more responsive and reliable. General and Medical takes much longer to respond to claim queries and is more likely to decline them.

Their exclusions for pre-existing conditions are excessive - something you won’t find with reputable providers like AXA or BUPA. Paying for a year in advance feels like a waste of money. It’s as frustrating as dealing with the NHS, except you’re paying for it in addition to the taxes that already go towards NHS care.

My advice: choose BUPA or AXA instead. Avoid the hassle, don’t just look at the monthly premium.

I made an enquiry and arranged a call back to book. When the call back finally happened, it was 30 minutes late, and by then I had to return to work. I called again during my break but was told no one was available to speak with me, though I was promised an immediate callback. That call never came. After following up again, I experienced yet another broken promise. If your customer service is this unreliable, it leaves me wondering how claims are handled.

I don't think words could do justice to what an awful customer experience I've received from day one with this insurer. In a few words: inefficient, unhelpful, unclear, jumbled, distressing.

It takes an absolute minimum of 3 days and usually more to receive a response to email queries, the phone isn't much better as the customer representatives are rude, passive aggressive and unhelpful coming out with phraes like 'riiiight....' or saying they don't know much about your query and their colleague isn't around... so 'I'm sure they'll be in touch'. Promises that invoices will be processed by the end of the week - 8+ days later and nothing... it's exhausting having to chase every little detail then receiving absolute nonsense garbled responses back filled with passive aggressive or downright abrasive comments. It's like they are telling you off or angry at you from day one.

The policies are unclear and at every turn you hit another loophole that they pull out of the fine print of their policy that adds on other £100, £200, £300.... so you're almost paying the entire costs in the end.

They began by authorising cover of my medical condition after checking my medical records, only to change their mind mid way through once they'd re-reviewed, once I had racked up all the costs and invested time and stress in diagnosis. Why would you authorise a medical condition, then suddenly the underwriters decide to re-check the medical records at the point they have to pay out.... it is a total scam.

In the end it's so stressful, you'd just prefer to pay the entire private costs yourself. I'm glad to have found people with similar experiences on here as I thought it might just me

Awesome 10/10 service by Micheal Sherman

Very knowledgeable and extremely helpful

No pressure great customer service experience

Very well explain it Insurance, clear text very pleased with. Thank you so much.

We've recently had to make a claim for the first time with General and Medical and were very impressed with the level of service provided. Staff were polite, understanding and helpful at all times, and always available to respond to queries. Excellent levels of communication and clarity. The cover was just as promised so we felt we could rely on the policy we had taken. I have had to deal with other insurers in the past and was astonished at the difference. We would strongly recommend.

Matters brought to the attention of client relations were not resolved to my satisfaction, this includes paying for an additional service a client cannot access until they’ve been with the health insurers for 12 months, there has been no refund or explanation as to why when buying the insurance directly through the website not via a broker, it allows you to purchase the add-on as a new client. Client relations team very unhelpful and fail to directly address the matter. Secondly, a claim was accepted on the condition six years of medical history was disclosed (no change in premium of underwriting) - a consultation was subsequently arranged by client relations who confirmed the date and time excluding the total cost of the consultation, which exceeded the contribution they had stated they would pay. G&M are refusing to pay an invoice covering NHS prescriptions costs because of a change in payment method and because I have put my foot down and stated, again, that the issues raised at the start of this review remain unresolved. I’m classed as an elite client who pays for no excess, two pre-existing conditions and an add on that I cannot use and the experience (other than therapy through Health Assured - see previous review) has been appalling. Now, I’m in a position to escalate a compliant and they do not have a dedicated team, I have to go through the client relations team which part of the complaint relates to which in my view is inappropriate.

helpful clear and concise my premiums went down on renewal

Michael was great, he sorted all my problems and answered all questions I had.

Nothing was a problem for him. Was happy to help.

Professional, helpful and knowledgeable.Thanks to Tom and Michael

The response and help from my personal Client Relations Co-ordinator at General and Medical, with regard to my medical consultations and treatment, have been prompt, efficient and reassuring. Just what has been needed. Thank you.

Moved from Aviva but wish I hadn't. Its communication - always via email / portal, won't speak to people and make decisions that are based on small print to get out of their obligations.

I don't recommend, 0 stars! I tried to cancel the insurance without benefiting from the claim, but they rejected it because they said that I tried to make a claim and that if I cancel it, I have to pay the rest. Now they don't answer when I try to ask for explanations.

I've now been with General and Medical for a couple of years and have made several claims so I feel able to write a review!

I haven't ever had health insurance before so I don't have anything to compare it to, however having done a lot of research before choosing to go with G&M I can honestly say I highly recommend them.

When I have had to pay upfront for a claim, refunds are made really quickly when I send in the receipt, and those that aren't covered are clear on the policy. I have had a couple of times when I wasn't sure and needed to check, and every time the response was fast and really helpful.

Anytime I have had a question, whether over email or phone, someone has answered promptly and really kindly, they really take the time to explain the answer to the question and make it clear that they are there to help.

This is just what you need when dealing with this kind of thing, especially when you are new to private health insurance and a little nervous about it all, as I am!

Even when I have forgotten to provide the information needed (such as asking my GP to provide details to them), someone at G&M has chased me gently and reminded me what I need to do.

The access to the 24 GP line has been invaluable, and has allowed me and my kids to access the care we need without having to wait weeks to see our NHS GP.

When I signed up it was made very clear what wouldn't be covered (existing conditions etc), and I have been lucky so far that most claims we've needed to make are for small things. But having that peace of mind that we are covered is worth its weight in gold.

All in all, General and Medical have exceeded my expectations in what private health insurance would be. Paying privately and not getting this benefit through an employer was a huge decision for me, and very much considered a luxury in this country. However the support and care we have had has made the cost more than worth it for me and my two boys.

I honestly cannot recommend General and Medical more highly, I will be sticking with them!

Special mention to the few people I can think of who have been so helpful on the emails... Ellie-Mai, Jose, Kelly, James, Audrey and Will (sorry if I forgot anyone!). Thanks everyone, keep up the great work!