Access Fertility Reviews 1,258

Access Fertility has made our journey much easier than we expected. They made our IVF treatment affordable with their programme. Thank you for your help in making our dream come true.

Access made the process simple and easy to follow. Everyone I spoke with was incredibly friendly and helpful, and it really made an emotionally tough process much easier to handle.

Great experience: fast response, supportive approach, and very straightforward.

All the agents I spoke to were warm, friendly, patient and genuinely felt like they cared.

The process was straightforward. The team provided me and my partner with all required information and they were very responsive. We had gone for multicycle programme with no refund and no finance so didn’t have to wait for any reviews or anything like that.

This is our first IVF journey and with already feeling apprehensive knowing we are going on an emotional journey, Access Fertility have been nothing but supportive and have made the financial process as easy and smooth as they can.

After suffering with unexplained infertility for a few years we decided to go for IVF. I was worried as they say it can take a few tries so when I came across AF I was over the moon to learn that they have several cycle packages and refund options too. We went for the 3 cycle 50% refund option. The best part is that a successful cycle is defined as a live birth so if you get pregnant but miscarry it wont affect your package. We went for the medication inclusive package. The whole process was easy and efficient and the team were great. The only downside which we weren't told was that after our 7 week pregnancy scan, we would have to pay for the rest of our progesterone pessaries. This was around 150 pounds I believe but I felt a bit cheated considering we went for medication inclusive cycle.

Apart from that great experience.

Using access has been super easy and taken away the financial pressure aspect of treatments. We opted for the 50% refund cycle package and having had our first transfer yesterday it’s a relief knowing we won’t have to pay out any more (except medication) if it doesn’t work. Once the agreement was in place Access communicated directly with our clinic and needed no input from us which has also been lovely. Well worth the money and would 100% recommend to anyone going through fertility treatment privately.

Easy and straightforward process, making payment using online system was easy has taken stress away a bit would Easy

We have completed one round of egg collection and one transfer that was unsuccessful. Having chosen access fertility has taken the pressure off of the process as we know we have more chances without the financial burden. We have also not had to liaise at all with AF since getting the agreement in place and everything has been done through the clinic.

Had no issues with Access Fertility, on the initial call everything was explained well and I was made aware which programme would be suitable for my circumstances. Helped to take the stress out of paying everything in one go to my clinic, the 12 month interest free payment plan was ideal for me.

I think most people will use Access Fertility to take advantage of the refund scheme they offer. On the face of it, it looks fantastic and was certainly the reason we opted to use them.
However, the experience of trying to utilise the refund option is not as advertised. We were offered a 3 cycle/50% refund agreement. We underwent one cycle and decided to withdraw from the programme due to my wife’s deteriorating health. Clause 2 of the refund schedule states “withdrawal DURING 1st cycle” and clause 3 states “withdrawal during subsequent umbrella cycles”. Our circumstances did not fit either of these two scenarios. Access then decided to invoke a clause that was not relevant to our situation - clause 2. This did not apply as we withdrew AFTER the first cycle not DURING. The impact of this was that Access offered us a very low refund offer and placed reliance on a clause that did not fit our situation. Due to the vulnerable situation we were in we had no choice but to accept it. I have requested that Access update their contract wording to ensure that it is not misleading for future applicants. The take away here is to be very careful if you use the refund scheme - you may want to have a legal professional review the contract before you sign - we wish we had.

Based on other reviews, I’ve no doubt Access will direct us to their customer service team (been there, done that, made the complaint and got nowhere!), hide behind misleading terminology in their contracts or continue to apply contract clauses that do not apply to the circumstances.

Of course you can never “win” against companies once they have your money, so all I can do is spread awareness of our situation in public review forums. I have also written separately to their CEO (Ash Miller) to make him aware of the conduct and operational practices being used by his company. I have also made the following organisations aware of the questionable practices operated by Access Fertility:

1. Financial Conduct Authority
2. Care Quality Commission
3. The Human Fertilisation and Embryology Authority

We feel very let down and financially taken advantage of at a very vulnerable time in our life. If we weren’t in such mentally stressful circumstances, we may have challenged further but we had to walk away in the end for the good of our health. Please be careful with the refund scheme if you decide to go ahead.

Amazing service

Excellent service

Wonderful service. The advisors I spoke with were so kind and helpful throughout what was a very sensitive process.

Customer service, feedback always resolved fully. All questions (and repeated questions!) answered in depth.
Made to feel Valued and important.

Their customer service was really bad. The staff needs to learn urgency and clarity with the process. We had a massive delay of our treatment while we’re on a very time-sensitive situation because they were not clear with the documents. When you chase them, their staff is the most unhelpful. They just insist that things were in placed but took another month before things get going, which pushed everything 3 months later because of our personal circumstances. Also, staff needs to learn how to handle calls professionally and have empathy because their clients are mostly (if not all) emotionally and mentally distressed. It just doesn’t match the business they’re in.

Easy and straightforward. Funding dreams :)

We received awful customer service from Access Fertility that only added to a very distressing time.

The website is hard to navigate, slow and outdated. Their phone lines were always quiet and unclear. They spout figures saying they accept 90% of people but this is somewhat misleading when not properly contextualised. This gives false hope with their advertising which is morally questionable.

The care and customer service we received was sub par. We were rejected for a refund programme and whilst I understand they are a business and this is possible, the way it was handled was very distressing. We got a quick call from a bored, disinterested woman to explain that they thought my AMH level was too low- even though it is still within normal range according to the NHS. No support was offered, she couldn't get off the phone quick enough. I'm sure I dont have to explain how distressing it can be to get a 2 minute insensitive rushed call telling you your chances of now having a child are severely reduced (due to their opinion on your medical records and rejection). Essentially they told me in one of the most horrible times of my life that they wouldn't take me on as their algorithms thought I would never be successful.

Our clinic were equally confused and contacted Access on our behalf. A different staff member on the phone was again really rude to our clinics staff, and then again to us.

Again I understand that they are a business but if staff can't even have some compassion at one of the most stressful times of your life what does that say about them?

We were since accepted for a 3 cycle full refund programme at Gaia and the experience was so much more streamlined and supportive. No issues at all and we were signed up with them within days. We were successful in our first round with them so I guess Access lost a lot of money from rejecting us, but in the end we went with the better, more compassionate company.

My advice if you're looking into using Access is not to get your hopes up, be wary, and explore all your options beforehand.

Have been a great help , have answered all our questions. Ana was brilliant and the whole team. So far so good.