The Exeter Reviews 

I had an operation a few months ago and am getting legal letters now for things that The Exeter should have covered. It's stressful enough having the procedure; if you can't take the stress out of covering the expenses, then what's the point of your organisation?

Awful company, service and complete waste of money.

Efficient responses to guide me through the consultation and treatment processes.

Not good. I pay for private health care because I have been poorly not because i want to be ill. I resent being messed around with two youngish people messing me around for several weeks. The Exeter are normally extremely good and thank you for being back to normal,

As a self-employed professional psychotherapist I had hoped to find an income protection cover that would be a supportive thing. I would avoid this company at all costs. I have paid premiums to The Exeter for years, believing I had meaningful income protection should I become unable to work through illness. My experience of making a claim has been deeply disappointing, exhausting and, at times, distressing.

Despite repeated requests, I have yet to receive a satisfactory explanation of the contractual basis for reinstating this exclusion, when it supposedly took effect, or what this means for the cover I believed I had been paying for.

I have also been extremely concerned by the handling of my medical evidence. Historical prescriptions, situational experiences and terminology used to describe unfamiliar physical symptoms appear to have been interpreted in ways I dispute. My repeated attempts to provide context and correct factual inaccuracies have left me feeling unheard.

An independent assessment was arranged, but I have encountered further difficulties obtaining the full report and understanding how my requested factual corrections were handled.

Perhaps most disappointing has been the communication from my claims assessor. I have found aspects of the correspondence dismissive and lacking in sensitivity in their language used in correspondence, including suggestions that I wanted to participate in the insurer's decision-making process when I was simply trying to ensure my medical history was accurately represented.

My claim has now been declined, and I am pursuing a formal complaint, with the intention of referring the matter to the Financial Ombudsman Service and taking legal advice. I plan to raise awareness by other means, too, including this platform, as it feels important that insurers like this shouldn't be permitted to behave in this way.

I appreciate that insurers must assess claims carefully and cannot approve every application. However, I would expect an insurer providing financial protection during illness to communicate with transparency, compassion and professionalism, particularly when the policyholder is already experiencing ill health and financial uncertainty.

My experience has left me questioning the protection I believed I had purchased and deeply disappointed in the way I have been treated.

I would urge anyone considering income protection insurance to examine exclusions carefully, retain copies of every policy schedule and seek written clarification of exactly what is covered, particularly if an exclusion is subsequently removed.

I am the sort of person who writes only good reviews as I believe people should be applauded for their effort and support. When I don't have a good experience (which is usually quite rare) I don't often feel mobalised to take action. This time is different! I've written probably three negative reviews on here and a travel website in my entire lifetime. Hopefully this context shows just how disappointing my experience has been of The Exeter. I don't very often warn people off brands / organisations / companies, but in this instance it's absolutely warranted.

Every thing ran like clockwork from start to finish, very satisfied Thank-you

Very swift, professional and considerate. Excellent service, than you.

The limits on payments. Time to responde to question. The lack of clarity

Helpful and clear knowledge of the situation

It was a great experience at the Maridan hospital through my Insurence Exiter.

I took out my income protection policy through an intermediary. By mistake, he typed the wrong job title into one form. On another form, he typed the correct job title. The Exeter didn't query this, and opened my policy with the incorrect job title without my awareness. I was never sent a welcome pack or email with my policy, and was never told there was confusion around my job title. On investigation, they said the pack was posted out to me, but I don't believe it was because it did not arrive.

I paid all premiums each month as I should. When it came to claiming on the policy due to being off work very unwell, they said the job title was wrong, so would only pay half of my benefit. This was not enough to cover my bills, but they said it was all my premiums would cover me for. They could have charged me additional premiums and then paid the full benefit due to this not being my fault, but they halved the benefit regardless. This put me in financial difficulty through no fault of my own.

I was off work for 3 months in total, during which time I sent every bit of evidence to them and gave full access to my medical records, yet I received no payment. My claim was being reviewed for the whole time I was off. They kept saying I was in a queue and they were busy, and kept saying they needed more information, despite having access to my medical records saying why I was off work. I had not yet got a diagnosis, I was awaiting tests and scans, so they left my claim on review. I could no longer afford my mortgage so I had to go back to work whilst still sick and awaiting scans. They then accepted the claim, even though nothing had changed and no diagnosis was given, and sent the money AFTER I went back to work. I had told them I was out of money and needed to return unless they accepted my valid claim and they delayed further until I went back still poorly, then sent the money

The stress this all caused me was horrendous. I told them on the phone I was stressed with the process and they tried to use this to avoid accepting the claim because I am not covered for "stress". I was not off work with stress, it was the claim process that caused me stress. They said they needed to make sure stress was not the cause of illness, despite having all GP notes with no mention of stress. So be careful what you say to their advisors because they will latch onto it to delay paying your valid claim.

I paid for my policy for peace of mind that I could pay my bills if I was sick, and they delayed so long that I bounced on some bills and had to lend from family. If I did not have family to help, this would have impacted my credit rating and health.

After they accepted the claim and paid out, my intermediary contacted me to ask why I had cancelled my life insurance policy with them. This was a separate policy to my income protection. Life insurance is vitally important to my family. They had cancelled my policy and told my intermediary it was due to non-payment. I sent him screenshots of my monthly payments up to date. They had cancelled my policy, leaving me unprotected, without informing me. They told my intermediary I hadn't paid when I had paid each month. He reinstated my policy, I have had no apology for their error. When they investigated my claim delay, they concluded that I was treated fairly. I am now preparing to take this to the ombudsman.

This company is disgusting. They breach FCA Regulations and treat customers unfairly. Please do not trust them to protect you. I am currently looking around to move to another company

Easy and quick to make contact with a human being. Authorisation quickly given and confirmed.

Quick positive reponses for urgent cardio treatment required

We got a fairly quick response to our query which was very helpful.

The company provides a friendly and efficient service. I was very pleased with the professional and polite telephone advice and the information provided was extremely helpful.

seamless experience when made a claim.
good communication

very good to work with,
they listen to you.
Service is excellent.
Payment set up with no problems.

Easy to contact - excellent responses and good communicators each time who show care and empathy. Efficient system when you need it at difficult times