General & Medical  Reviews 

My first experience with Medical & General to making a claim so trying to negotiate what you have to do to make a claim and make sure you’re not exceeding their guidelines is a little stressful especially when you’re not well. After sending an email to G&M with questions Jose from customer service answered my email question quickly and even said I could contact him if I had any more questions he was happy to help me which settled my mind and also enabled me to contact my consultant’s secretary to make my appointment with the knowledge all was covered .. thank you Jose! So far so good with my new healthcare provider.. let’s see how it goes !

i needed advice reassurance help G M stood shoulder to shoulder with me . Chelsea is a credit to G M

Very helpful and quick to assist with our issue.
Carole was very efficient with an instant resolution to our requirements.

Fantastic trustworthy Company. I have been with them for at least 30 plus years.
Always there when you need them and a lovely family ownership!
No problems when you need them.
Mrs Alice Coaley

Chelsea was very helpful.

But I wish this company would notify me when a claim response is in my correspondence on the portal.

When your wife faces an eyesight issue out of the blue and she fears a loss of vision even with health cover the experience is traumatic in the extreme.

Immediately we contacted our health insurance company we were full of fear and worry of not knowing what the diagnosis could be.

We spoke to their representative Chelsea Walker and irrespective of our worry she listened to our difficult circumstances showed us from the outset an empathy for our predicament then she listened to our fears and then exuded both a calm and understanding manner throughout coupled with an exemplary and fully professional approach before She then began liaising with her underwriters to ensure we had the requisite cover to then grant authority to ensure we were able to see our consultant within hours.

Then she wished us well both before the first and all subsequent appointments to date and had the courtesy to contact us after every attendance to see if there was anything else we needed and reassured us that all we had to do was ask.

More recently we also spoke to her colleague Ethan Hogan who displayed the same consideration to our circumstances and listened to what we said and he again displayed the same professional approach and kindness to make us feel at ease

Truly we could not ask for anything more just to say thank you to all concerned for helping us whilst treatment for my wife remains ongoing.

We have no hesitation in recommending these insurers to anyone.and we do not believe you will find any better insurers anywhere else.

Steals clients from brokers with no warning. Shoul be illegal. Scammers.

Once I achieved contact with the renewals team, the service was very good but it took 4 phone calls and 2 emails before the issue of renewal was resolved.

first you have to submit a claim via the website
you then wait , make calls told it takes 5 working days to process the claim after 10 working days and further calls now being told their underwriters are very busy.I AM NOT INTERESTED IN YOUR ISSUES , just proves its a insurance business and not a company who deal with health care.
please do not reply with our standard contact the 0800 number total waste of my time

Really great support in understanding the different levels of medical cover..

Called G&M to make a claim, the person on the phone was no help whatsoever and I still needed to do everything online. You submit documents like the referral letter, but cannot verify anywhere if they went through, nor an acknowledgement email is sent either. Their website is stuck in the 80s, you go in circles trying to get basic stuff done.

It took several days to get back to me on my claim, when any other insurer would process it over the phone and give you an answer. And now G&M are using more delaying tactics to avoid processing my claim, asking me to fill out paper forms to get medical history released before allowing my son to see a paediatrician, as per the referral. In the meantime, he carries on with the persistent symptoms and no care. I couldn't recommend G&M any less. This is in fact the worst health insurance I ever had to deal with.

Everything about this company is slow,
To getting approvals for claims, to the their terrible customer service. Damian takes forever to reply to calls and emails, it's a one of the worst insurance companies to deal with.

The only thing they are quick on, is increasing the premium each year, by a riduclous amount too.

Generally I am really satisfied . My questions are always answered and the team are knowledgable and very professional. I just wish it was a little quicker to get an authorisation . Sometimes it can be incredibly quick and other times it’s takes too long especially if you really need to see a consultant or have some physio or osteo. The private GP access is fantastic. Almost instant.
The website is easy to use, emails are dealt with quickly and there is always a copy of the letter posted as well as accessing it online. In fact the posted letter may not even be necessary because you can print it off or download it yourself without extra paper waste

Sanum in Customer Relations processed 2 claims recently over Christmas despite dealing with underwriters and therefore G&M gave me a speedy and effective service at a worrying time.

Very pleasant and easy to understand .

Appreciated the help and assistance from Joanne. Very clear, patient and above all, kind and helpful. Their customer help do the job. Thanks!

Friendly and helpful staff, clearly UK based. Not the corporate feel that you can get with lots of companies. Happy to talk through alternative options.

Really disappointed and angry at the experience I am having with G&M.
I have been with them for a couple of years, and although they are extremely slow in refunds ( when I have had to pay upfront and claim back), they have, until recently been ok to use.
I am still waiting for a refund for an appointment for my Son since October! I have sent receipts and invoices, made calls and been assured that it is being dealt with which it never is, sent numerous emails and the last 4 or 5 phone calls and emails have blatantly been ignored. This is what I pay for? Absolutely awful customer service. In one of the email responses there persons who had emailed me couldn’t even spell properly.
I am now having to take more of my time to send an official complaint ( which you can only do by post?!, who does that these days?), and then if no response which I am
Expecting I will have to take it even further by contacting the financial Ombudsman. Why can’t companies just do what they are supposed to do?

Simple process, documents sent quickly, sales/customer service staff gave their contact details and names rather than hiding behind a corporate cloak. One error I made on start date was quickly sorted out without fuss.

I spent a lot of time, emotional energy and some money responding to a stream of requests for information after filing a claim with G & M earlier this year. The subsequent process was slow and unhelpful - it felt like the claim was delayed on any pretext. For instance, I was told that the data from my GP's records, provided by an independent body as requested by G & M, was unacceptable (that decision was reversed but only after protest).

My claim was eventually declined, and I asked why. Part of the evidence cited by G & M was a side comment I made to a physiotherapist in February 2026 that "I had difficulty putting my socks on". True, but not relevant to the decision and probably more reflective of G & M's mindset. I was also told I could re-apply 10 months after the policy started.

I did so and went through another drawn out process, which eventually ended with a second letter saying that the claim had been turned down, but for a different reason from the first time around. I had wasted more than six months, and been pulled from pillar to post along the way. It was no comfort to learn that I could re-apply in two years time.

I filed a formal complaint, not challenging why the claim was declined, but the delay in doing so. G & M could have given me that decision and its rationale up front with the first claim. If so, I would have had my operation at the beginning not the end of 2025. Either way I would have paid for it, but I would have improved my quality of life much sooner if G & M had been quicker and more professional.

Given the way that the claim was handled by G & M, I suppose it's unsurprising not only that my complaint was not accepted but also that it was done in an unsympathetic and bureaucratic manner. I am now considering a complaint to the Ombudsman, something that I believe the insurance broker involved has already made.