Having had a problem uploading a document through their portal due to its format, Rachel was very helpful in finding a way round this so that a claim could proceed.
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Review summary
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What people talk about most
Reviews shaping this summary
When I finally got to see the GP it was excellent. The system was a bit clunky and had to repeat things three times. The video call wouldn’t work or my computer but did on my phone. The timing of rece... See more
Company replied
I am not tech savvy and needed help to make a claim instead of doing it on line Sanam at general and medical could not have been kinder or more patient in arranging this for me .Sometimes a human to... See more
Dealing with health insurance companies can be more painful than whatever condition sent you to the doctor in the first place! One standout exception to the rule is Chelsea-Anne Walker, a wonderful... See more
Company replied
Company details
- #23 of 27 best companies in Health insurance agency
Written by the company
Private Health Insurance Solutions.
Contact info
General & Medical House, Napier Place, PE2 6XN, Peterborough, United Kingdom
- 0800 980 4601
- sales@generalandmedical.com
- www.generalandmedical.com
4.3
Excellent
401 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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They will scam you.
They will scam you.
Late review but that's what their response was to me.
1. They dont accept their own gp
2. What's the point getting referral from NHS if I paying private.
"In respect of making a new claim I must advise that as per your policy terms, the referral letter must be from your registered NHS GP. We are unable to accept referrals from Health Hero. The 24 hr GP service is a third party service where you are able to obtain advice but is not for the purposes of referrals to initiate claims under your healthcare policy"
18 June 2025
Unprompted review
Reply from General & Medical
Hi Satyam,
Thank you for taking the time to share your feedback with us, and we are sorry to hear about your negative experience.
We would love the opportunity to address the concerns raised in this review with you directly. If you would like to discuss this matter further, please don't hesitate to contact us on 0800 970 9442 or email us at info@generalandmedical.com
Kind Regards
I wish I could give 0 stars
I’m absolutely devastated by our experience with General & Medical. We took out a policy for my son because he was starting a two-year football college course, and I made it crystal clear from the very beginning that sports injury cover was essential. It was the main reason we chose this policy and trusted this company.
Now, when we actually need the policy, they’ve refused to help. My son suffered a knee injury, and his GP referred him for a scan — but the claim was declined because “sports cover isn’t included.”
To make matters worse, when we asked them to provide evidence or documentation showing that this cover was excluded, we were ignored several times. No explanation, no clarification — just silence. For a company dealing with people’s health and wellbeing, this lack of communication is unacceptable.
We feel completely misled. I was very clear that we needed sports cover, and I would never have taken out this policy had I been told otherwise. My son is now unable to attend college because of his injury, and what should have been an exciting new chapter for him has turned into months of pain, stress, and disappointment.
We trusted Howdens General & Medical to be there when it mattered, but instead we’ve been left feeling abandoned and ignored. If you’re considering a policy with them DON'T. Sadly, when we needed support the most, we were left on our own.
No point trying to speak with their customer service teams or call, they all say the same and its a complete waste of time to resolve. This really is a typical insurance company where they avoid paying a claim no matter what.
17 October 2025
Unprompted review
Reply from General & Medical
Hi Darcey,
Thank you for taking the time to share your feedback with us, and we are sorry to hear about your negative experience.
We would love the opportunity to address the concerns raised in this review with you directly. If you would like to discuss this matter further, please don't hesitate to contact us on 0800 970 9442 or email us at info@generalandmedical.com.
Kind Regards
Ethan is very helpful knowledgeable and…
Ethan is very helpful knowledgeable and friendly
15 October 2025
Unprompted review
Reply from General & Medical
HI Beverly,
Thank you for taking the time to share your experience with us! We really appreciate your lovely feedback and Ethan will be so pleased to know he made such a positive impression.
If you need any support or have any questions, please don't hesitate to get in touch - Ethan and the rest of the team are always happy to help.
Kind Regards
Providing comprehensive and timely…
Providing comprehensive and timely upgrade information; friendly client care.
23 September 2025
Unprompted review
Reply from General & Medical
Hi Denis,
Thank you for taking the time to share your feedback! We're pleased to hear that your experience was such a positive one, and we truly appreciate your kind words.
Providing helpful information and friendly support is always our aim, and it's great to know this came through.
If you have any questions or need any further support, please don't hesitate to get in touch.
Kind Regards
Renewal of policy
Really helpful information provided to tailor make the renewal process.
12 September 2025
Reply from General & Medical
Hi J,
Thank you for your kind words! We're so pleased to hear that you found the information helpful and that we could tailor the renewal process to your needs.
If you need any further support or have any questions, please don't hesitate to get in touch.
Kind Regards
Extremely helpful advice with my…
Extremely helpful advice with my renewal to keep the cost affordable which I have accepted!
12 September 2025
Reply from General & Medical
Hi Sonia,
Thank you for taking the time to share your feedback with us! We're really pleased to hear that we were able to help you during the renewal process and keep things affordable for you.
If you have any questions or need further support, please don't hesitate to get in touch!
Kind Regards
Efficient and effective
4 September 2025
Unprompted review
Reply from General & Medical
Hi Richard,
Thank you for taking the time to share your feedback with us! We are delighted to hear you found our service efficient and effective - that's exactly what we strive for.
If you have any questions or need any further support, please don't hesitate to get in touch - we're always happy to help
Kind Regards
Still awaiting reimbursement after 2…
Still awaiting reimbursement after 2 months!
16 July 2025
Unprompted review
Reply from General & Medical
Hi Customer Ray,
Thank you for taking the time to leave us a review. We're sorry to hear that your experience with us hasn't been a positive one. We would love the opportunity to put things right, if you would like to discuss this further, please don't hesitate to contact us on 0800 970 9442 or via email at info@generalandmedical.com.
Kind Regards
Great to being provided with an update…
Great to being provided with an update however not given a 5 star as today I received an email chasing me to provide the information Carole has requested and my GP has confirmed was sent
5 September 2025
Unprompted review
Reply from General & Medical
Hi Ann,
Thank you for taking the time to share your feedback with us!
We are pleased to hear that you valued the update, and we regret any inconvenience caused by the follow-up request for information that had already been provided.
Please be assured that we will review this matter to minimise the likelihood of similar occurrences in the future.
If you need any further support or assistance, please don't hesitate to get in touch - we're always happy to help.
I will never ever go with them again
I will never ever go with them again. One missed payment that they tried to take out which was OVER my actual monthly payment, second them they tried to take out double my monthly payment, then they've taken 3 times my monthly payment, I was never told that if I missed a payment they would take double next time and a £20 late fee charge which has now left me with £16 for 2 weeks. I am livid that it was never disclosed to me that late fees and extra months would be taken out, they have no care for people with learning difficulties, I even explained that reading the policy would be very difficult for me, I'll never use them again. Absolutely devastated they have done this, especially as a disabled single mother of 4 children who originally joined G&M because of my disabilities. Highly not recommended.
1 September 2025
Unprompted review
Reply from General & Medical
Hi Tamika,
Thank you for taking the time to share your feedback with us. We're sorry to hear about your experience and the distress this has caused. We take feedback like this very seriously, especially when it relates to payment communication and the impact it may have on our customers.
We'd welcome the opportunity to put things right and address the concerns you've raised. We do send communications out to our customers to keep them informed, but we'd be happy to review this with you to ensure everything was as clear and accessible as possible. If you would like to discuss this further, please don't hesitate to contact us on 0800 970 9442 or via email at info@generalandmedical.com
Kind Regards
Yet another woeful experience with…
Yet another woeful experience with General and Medical. The old adage of you pay your money and take your choice clearly applies here.
I have had PMI for more than 30 years and made the mistake of swapping to GandM on advice of a broker who said, although cheaper than some providers, they offer a reasonable service: they don’t.
Claim process is archaic and appears designed to make claiming so slow and difficult some people will give up.
All other PMIs I have used have medically trained staff on their claims lines who are able to give rapid decisions on claims; G&M has claims advisors who pass on claims (once extensive tick box forms and referrals have been processed) to their underwriters for a slow decision. I know all insurers go out of their way not to pay claims; G&M have turned this into a slow, low tech art form.
Suffice to say if you want something slick, efficient and professional go to Bupa et al. If you are happy with a pseudo NHS experience G&M is ideal.
4 August 2025
Unprompted review
Reply from General & Medical
Hi Trevor,
Thank you for leaving us a review and taking the time to share to share your feedback with us.
We understand how important a clear, efficient and responsive claims process is - especially when your health is involved.
We would love the opportunity to put things right and address the concerns raised in this review. If you would like to discuss this matter further, please don't hesitate to contact us by phone on 0800 970 9442 or via email at info@generalandmedical.com
Kind Regards
Ethan was friendly and knowledgeable…
Ethan was friendly and knowledgeable and, from the outset, he made what could have been a difficult subject (my not wanting to renew) very easy to discuss. He made me almost feel like signng up again!
30 July 2025
Unprompted review
Reply from General & Medical
Hi Stephen,
Thank you so much for your kind words! We are delighted to hear that Ethan made a potentially difficult conversation feel comfortable and respectful. It's wonderful to know his friendly and knowledgeable approach helped make the experience a positive one!
We'll be sure to pass along your feedback to him - he will be delighted to hear your kind words!
If there's anything else we can do to help, Ethan and the rest of the team are here to help, so please don't hesitate to get in touch.
Kind Regards
Prompt response
Prompt response, issue resolved first time round. Really pleased with service.
15 July 2025
Unprompted review
Reply from General & Medical
Hi Tasalla,
Thank you for taking the time to share your experience with us! We're thrilled to hear that your issue could be resolved promptly, and that you were really pleased with the level of service you received.
If you require any further assistance, please don't hesitate to get in touch - we are always happy to help.
Kind Regards
Poor Response, not what we're paying for, a third rate service
Here I am on day 8 after submitting my request to see a specialist via the claims portal and it still hasnt had a decision.
G&M advise it might take 5 working days to have your claim processed... NOTHING takes 5 working days in the digital age.
That harks back to postal mail .
Imagine , if you were diagnosed with something really worrying, but believed your premium private health insurance would get you a scan or to see a Consultant within a week.
Well it might do , but it won't be with General & Medical .
Buck up your ideas General & Medical. If only you were as efficient in actually delivering your service as you are taking the money for it .
(Late edit) after posting this review they responded at 17.15....funny that .
7 July 2025
Unprompted review
Reply from General & Medical
Hi Phil,
Thank you for your feedback. We appreciate you taking the time to share your experience.
We understand your frustration regarding the time taken to process your claim. While we always aim to assess claims as promptly and efficiently as possible, we recognise how important timely communication is - especially when it concerns your health.
We'd welcome the opportunity to discuss this with you directly and address any remaining concerns. If you'd like to speak with us further, please don't hesitate to get in touch on 0800 970 9442 or email info@generalandmedical.com
Kind Regards
Good service from General & Medical
My call was answered promptly
Sanum, who answered the phone, was very helpful. She quickly understood the query and was able to provide answers and direct me onward to further useful sources of information.
Overall, an unrushed, efficient service from a kind and pleasant person.
30 June 2025
Unprompted review
Reply from General & Medical
Hi Ken,
Thank you for taking the time to share your feedback with us! We're delighted to hear that Sanum was able to assist you promptly and efficiently. We'll be sure to pass along your kind words with Sanum - she'll be thrilled to hear that she could make your experience such a positive one.
If you need any further assistance in the future, please don't hesitate to get in touch - Sanum and the rest of the team are always happy to help.
Kind regards
Excellent Solution Offered
Excellent service from Matt after an initially very slow response from the company to my original email. Matt took care to ensure he understood my needs and responded promptly to further emails. The solution offered was outstanding and very much appreciated.
20 June 2025
Unprompted review
Reply from General & Medical
Hi Ian,
Thank you for taking the time to share your feedback with us! We're really pleased that you had a positive experience with Matt and he was able to provide you with great customer service.
It's great to know that he took the time to understand your needs and deliver a solution that worked well for you.
We appreciate your patience and your kind words about Matt - we'll be sure to share your feedback with him!
Kind Regards
Excellent telephone assistance!
Ethan guided me through all the options and was extremely courteous and helpful!
13 June 2025
Unprompted review
Reply from General & Medical
Hi Alisa,
Thank you for your kind words about Ethan! We're delighted to hear that he provided such helpful and courteous service - we'll be sure to pass along your feedback.
If you need any assistance in the future, please don't hesitate to get in touch with us, Ethan and the rest of the team are always happy to help.
Kind regards
I have had quite bad and difficult…
I have had quite bad and difficult experiences with General and Medical previously. Today I have dealt with Ellie Grigas who has been very helpful and has followed up on the enquiry herself which I really appreciate. Hopefully this will now lead to the invoice being paid.
best Miranda
4 June 2025
Unprompted review
Reply from General & Medical
Hi Miranda,
We appreciate you sharing your experience, both past and present!
We are sorry to hear about the difficulties you've experienced in the past - that's not the level of service we aim to provide.
However, we're really pleased to hear that Ellie was able to assist you and that her support made a positive difference. We'll be sure to pass on your kind words to her.
If you need any further assistance please don't hesitate to get back in contact with us, Ellie and the rest of the team are always happy to help!
Kind Regards
Moved from BUPA as their premiums are…
Moved from BUPA as their premiums are much cheaper. Wish I hadn't done it though! They are quick to sign you up and take your money, but when you make a claim they suddenly have to see your medical records and then start dragging their feet. A deceitful company that will quickly cash in, but leave you in the lurch when you need them.
26 May 2025
Unprompted review
Reply from General & Medical
Hi Mark,
Thank you for taking the time to share your experience with us. We value all feedback and we are truly sorry to hear that your experience wasn't a positive one.
We always strive to ensure a smooth claims process for our clients, so we are disheartened to hear that there's been a misunderstanding regarding your policy and how we process your claim.
We understand that this can be frustrating, and we would love the opportunity to put things right. If you would like to discuss the matter further, please don't hesitate to get in contact with us, either by calling 0800 970 9442 or by emailing info@generalandmedical.com
Kind regards
Absolutely fantastic customer service…
Absolutely fantastic customer service from Jessica today. My follow up consultation was easily authorised and the code sent. I contacted her on Friday and I have an appointment to see my consultant on Monday Thank you so much.
23 May 2025
Unprompted review
Reply from General & Medical
Hi Lyn,
Thank you for taking the time to share your feedback with us! We are thrilled to hear that your experience with Jess was so positive. We will make sure to share your kind words with her and we are sure she'll be delighted to hear that she could make your experience with us a good one.
If you require any further assistance please don't hesitate to get in contact with us, Jess and the rest of the team are here to help!
All the best for your appointment on Monday!
Kind regards
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