My experience of having treatment authorised and payment for treatment is excellent. The reason I cannot give five stars is the increase in premium having utilised the service. Mine went up almost 100... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
So glad i took out private health care with The Exeter. I was recently diagnosed with cateracts in both eyes and have had them both operated on in a matter of 3 months. The only thing i found wa... See more
Company replied
I’ve been a member for some years and have reached my mid-eighties. Needless to say, age brings health flaws and it is so very reassuring that The Exeter is always behind me. 6 years of (managed) c... See more
Company replied
My Husband & I have been members of "The Exeter" for over 40 years.My Husband died in 2020, I decided to renew my membership. Whenever I phone for a claim, advice or information your staff membrr... See more
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Company details
Written by the company
Welcome to The Exeter. We're an award-winning healthcare and protection insurance provider with over 100 years of experience supporting our members when they need us most. Your feedback allows us to evaluate our performance and provide you with the best possible products and services.
Free access to HealthWise, our member benefits app.
As a member of The Exeter, you and your family have access to HealthWise, helping to keep you healthy and happy every day.
Contact info
Emperor Way, EX1 3FD, Exeter, United Kingdom
- 0300 123 3201
- member@the-exeter.com
- www.the-exeter.com
4.0
Great
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Good health insurance provider.
The Exeter have been great. The premiums were reasonable, especially given my existing health conditions. They have also handled a recent claim with efficiency. A minor complaint was quickly investigated and upheld. So overall very satisfied.
1 May 2026
Reply from The Exeter
Hi Shaun, thank you for taking the time to leave a review. I'm glad to hear our claims team were efficient and our premiums are reasonable. Many thanks Denise, Member Servicing Specialist.
The income protection claim took almost…
The income protection claim took almost 6 months to come through. I had to go back to work because I ran out of money before I got the payout.
20 April 2026
Reply from The Exeter
Hi Nikodem, I'm sorry to hear of your experience. If you would like to discuss this further with our claims team, please call them on 0300 123 3201 , option 1. Their hours are 9am to 5pm Monday to Friday. Many thanks Denise, Member Servicing Specialist.
Reply from The Exeter
Hi Marta, thank you for leaving a 5 star review. I'm happy to hear that you would recommend us. Many thanks Denise, Member Servicing Specialist.
Policy is due for renewal
Policy is due for renewal, I've been trying for the last 2 weeks to get through to customer service to ask for some amendments in my cover from renewal. Ive also sent emails. So far I've waited up to 45 mins before hanging up. I must have called every day for the last 2 weeks waited 25-40min each time waisting my life away! Im now looking elsewhere, Ive never had a claim so this is probably the first time I've called them since I took the policy out 3 years ago.
How on earth can I have faith in a company insuring my health to which I am paying a hefty direct debit to each month if I cant even speak to them. Very Poor service, but after reading the reviews, it seems I'm not the only one. Very disappointed, The Exeter came highly recommend to me as well, time to move on to another insurer I think
7 May 2026
Unprompted review
Reply from The Exeter
Hi JOH, thank you for taking the time to leave a review. I'm really sorry for the experience that you have had recently whilst trying to reach us by telephone. We have experienced an unprecedented number of phone calls over the last few weeks due to an IT issue that has now been resolved. I sincerely apologise that we have not been able to answer your call in a timely manner. I would be happy to arrange a callback so that we can help you with the amendments that you would like to make at renewal. If you would like me to arrange this for you, please email member@the-exeter.com with your policy information. Many thanks Jessica, Member Servicing Specialist.
Really slow response to emails
Really slow response to emails, Really disappointing. Took 2 weeks to approve initial appointment or even respond by email.
Not sure whether I will continue after my first year.
13 April 2026
Unprompted review
Reply from The Exeter
Hi Charlotte, I really appreciate you taking the time to leave a review. I am sorry to hear that this experience has not provided you with the level of service that we aim to achieve. If you wish to discuss options for your policy, you can contact our Member Servicing team on 0300 123 3201 and they are open Monday to Friday 8am to 6pm. You can also email them at member@the-exeter.com. Alternatively if you would like this issue to be investigated further, please contact our claims directly on 0300 132 3253. They are open Monday to Friday 8am to 8pm and Saturday 8am to 1pm. You can email them at pmi-claims@the-exeter.com. Many thanks Jessica, Member Servicing Specialist.
Seem to be reluctant to transact new business direct.
Telephoned today to try and take out new policy, suggested I should work through a broker or go on web site, they do not seem interested in new business, very disappointing.
30 April 2026
Unprompted review
Reply from The Exeter
Hi Paul, I’m sorry to hear about your experience and appreciate you taking the time to share your feedback.
While we are providers of Income Protection, Private Medical, and Life cover, the Financial Conduct Authority (FCA) does not allow us to provide personalised advice about policies. This means we’re unable to advise on what cover would be most suitable for your individual circumstances.
For this reason, we recommend speaking with a financial adviser, as they’re able to provide advice and arrange a policy tailored to your needs. Many thanks Denise, Member Servicing Specialist.
Sick pay after hip replacement
I have been with The Exeter for many years with an income protection scheme. I had to use it recently after having a hip replacement. Angela was really helpful as we're the rest of the staff I spoke to. They were very quick to deal with my claim which was really useful during my time off work. Thanks again, Martin Newman.
23 April 2026
Reply from The Exeter
Good morning. Newman1,
Thank you for taking the time to leave us a review. I am very please to hear you have found your policy useful when it was needed most, and that your claim was dealt with promptly. I have also passed your kind words onto Angela and the team.
Kind regard, Ruby - Member Support Specialist.
Reply from The Exeter
Good morning, HR1,
Thank you for taking a moment to leave us a review. I am very happy to hear that you have had an excellent experience so far!
Kind regards, Ruby - Member Support Specialist.
You refused to cover a condition I had…
You refused to cover a condition I had no knowledge of prior to my taking out the policy
23 December 2025
Reply from The Exeter
Hi Fiona, I'm sorry to hear of your experience. If you would like to discuss this further with our claims team, your can call our Private Medical team on 0300 123 3253, their hours are 8am to 8pm Monday to Friday & 8am to 1pm Saturday. If it is an Income Protection claim, please call 0300 123 3201, option 1 . Their hours are 9am to 5pm Monday to Friday. Many thanks Denise Member Servicing Specialist.
very easy nd mostly prompt answers
23 April 2026
Reply from The Exeter
Hi Steve, thank you for taking the time to leave a review. I'm glad to hear you found our process very easy and received prompt answers from my colleagues. Many thanks Denise Member Servicing Specialist.
Positive experience….
We are extremely happy with the uncomplicated service we receive with Exeter. It usually takes them 2-4 days for them to get back to us after emailing them but the response is good and clearly explained, usually with a confirmation of coverage and a claim number.
We found it’s always better to contact them just to “tick all the boxes”.
Booking an initial online appointment on the App with a GP is easy, resulting in clear advice and an accompanying referral.
It’s best if you do your own homework regarding your choice of consultant and hospital which needs to be covered by your plan. Our experience is that they can’t really advise on individual consultants with the best references…..maybe data-protection.
We have found that some consultants have different invoice rates to what Exeter accept which can sometimes cause unwanted discussion with the consultant.
If arranging an online consultant or hospital from an external website, choose AXA from the list of insurers as Exeter is not always listed….which we did not know at the time.
19 March 2026
Reply from The Exeter
Hi Neil , thankyou for leaving a 4 star review. I'm happy that your queries are clearly explained by our claims team. Many thanks Denise Member Servicing Specialist.
My life made easy
Your staff have made every step of my treatment so easy and worry free. From January through to March consultant seen operation done, just a follow up in May to come
Thank you.
23 March 2026
Reply from The Exeter
Good morning, Elizabeth,
Thank you for taking the time to leave us a review. I am delighted to hear that our staff have ensured that you have had a pleasant experience throughout and that your operation was successful. We wish you all the best for your upcoming check up.
Kind regards, Ruby - Member Support Specialist
Reply from The Exeter
Hi M A LEE, thank you for leaving a review, I am so glad that you have found us to be helpful and easy to deal with. Many thanks Jessica, Member Servicing Specialist.
One phone call and all done I continue…
One phone call and all done I continue receiving calls if I need any help as my treatment is ongoing
29 December 2025
Reply from The Exeter
Good afternoon, Miss Benjamin,
Thank you for taking a moment to leave us a review. I’m really pleased to hear that you’ve received ongoing contact throughout your treatment, and thank you very much for your 5‑star review.
Kind regards, Ruby - Member Support Specialist
Great service when calling to check…
Great service when calling to check things that I needed to know .
14 April 2026
Reply from The Exeter
Hi Colin, I'm delighted that my colleagues have provided you with great service when you have called. Thank you for taking the time to leave us a review. Many thanks Jessica, Member Servicing Specialist.
Reply from The Exeter
Good afternoon, Ms Henley,
Thank you for taking the time to leave us a review. I’m very pleased to hear that you’ve received all the information you needed and that you’re happy with the service provided.
Kind regards, Ruby - Member Support Specialist
Extremely slow and protracted authorisation process
Extremely slow response when asking for authorisation 10+ days and only progressed when I chased. Now requested doctor to confirm basic facts by form so now more delays and forms to go back to clinical team so more delays expected. Have had multiple other health plans and never had anything like these delays. Not impressed at all.
17 April 2026
Reply from The Exeter
Hi Consumer, I'm so sorry to hear that the process for obtaining authorisation has been extremely slow. There are occasions where our claims team will request more information, to ensure they have everything they need to be able to progress your claim. We always aim to ensure that the claims process is as smooth and stress-free as possible for our members, and I am sorry to learn that this was not your experience. If you would like to discuss this further or wish to raise a complaint, our claims teams will be happy to assist you. Please find the relevant contact details below:
PMI Claims: 0300 123 3253, Monday to Friday, 8am–8pm, Saturday, 8am–1pm
Email: pmi-claims@the-exeter.com
Many thanks Jessica, Member Servicing Specialist
Hip replacement
All bills for my hip replacement paid quickly and efficiently
Very happy with the service supplied
9 March 2026
Reply from The Exeter
Good afternoon, Matthew,
Thank you for taking the time to leave us a review. I am delighted to hear that your hip replacement fees were settled quickly and that you are pleased with the service you have experienced.
Kind regard, Ruby - Member Support Specialist.
So glad i took out private health care…
So glad i took out private health care with The Exeter. I was recently diagnosed with cateracts in both eyes and have had them both operated on in a matter of 3 months. The only thing i found was i was given misleading information by one adviser that i challanged and was told by another adviser that i had been given the wrong information. Also they dont always come back to you when they have requested some details by Email. Having a dedicated adviser would be do much easier
Having said all that i am very pleased with my recent dealings with them and the positive outcome.
22 April 2026
Reply from The Exeter
Good afternoon, Ap,
Thank you for taking the time to leave us a review. I’m really pleased to hear that overall you’ve been happy with your recent interactions with us. I also appreciate you sharing this small piece of feedback regarding some inconsistent information by phone and email.
I’m sorry for any confusion this may have caused and have shared your comments with the relevant team so we can continue to improve our service for our members.
If you’d like to discuss this further, please feel free to contact our Member Support Team on 0300 123 3201 (Option 2), Monday to Friday, 8am–6pm.
Kind regards, Ruby - Member Support Specialist
Reply from The Exeter
Hi Peter, I am so pleased that my colleagues have provided you with good communication via email and letter. Thank you for taking the time to leave a review. Many thanks Jessica, Member Servicing Specialist.
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