Benenden Healthcare Health Insurance

After 3 years of membership I applied for treatment for a minor ailment.

Due to the distance that I was expected to travel for treatment that I was offered was totally unsuitable to me.

Therefore, I complained to Benenden regarding my situation.

In response I received the following information from Benenden (verbatim below)

"Most of the services we offer are not guaranteed as with an insurer but provided on a discretionary basis. This means that with the exception of treatment for tuberculosis, which is our only non-discretionary service, we can choose which services we are prepared to offer our members; how these services will be delivered and in what circumstances it is

appropriate for us to authorise our assistance."

"Regarding your request for a refund of all the contributions you have paid to Benenden Health, I would like to clarify that your membership contributions have paid for your eligibility to request support from our services throughout the period of your membership and once the cooling off period has closed after joining, these are non-refundable"

So, in summary, Benenden Health is NOT an insurer and payments are for the eligibility to request support, not to necessarily receive them.

I was waiting for a knee operation at Benenden hospital I finally received my operation date in December after going for two preoperation assessments. On the morning of the proposed operation I was contacted by a staff member saying they could not carry on with my procedure due to a concern with my blood results.As I had a blood test on the 29th of August and one on the 2nd of November

I could not understand why this problem with my blood was not picked up before an operation date was issued I've been asked to attend further tests this January.The date for my operation coincided with the funeral of a very dear friend which I had to decline as I had been waiting a good time for my operation in the first place.The worst thing is I could have attended the funeral as I Googled it this morning and it was at 13.30 at Charing,at the time I did not ask for any details of where the funeral was to take place due to my proposed operation.

I had been a member for nearly 30 yrs with cover for my wife and two sons. I'd only used their serives on three occasions.

A few years ago, I was referred to an NHS consultant by my GP. As there was a lengthy wait for the NHS, Benenden agreed for me to use a local private third-party consultant. After the first consultation, it was obvious that the consultant was attempting to get as much money out of Benenden as the system would allow. He asked me what the maximum amount would be and then proceeded to suggest tests and treatment up to this amount. My wife, who is a specialist nurse, confirmed my fears that mutch to the tests and treatment were not necessary, and some was even contradictory!

I reported this all to Benenden and also informed them that I was uncomfortable seeing this consultant again. To my amazement I was told that if I stopped seeing him, I would not be eligible for any other service for the same condition, even if I chose to attend their hospital! I argued that this was wrong as I was not only safeguarding myself by exposing this consultant but also protecting Benenden from a clear fiddle.

As others have already said, Benenden investigated my case further when I complained but upheld the original decison.

As a result, I have since cancelled my membership.

Don’t bother with Benendan! Save your money in a Bank Account

Don’t bother with Benendan! Save your money in a BANK ACCOUNT

As a family we have been members of benendan since February 2011. Me and my wife and four children at the time.

On the 1st May 2019, my wife had the lump on the side of her stomach which was causing her pain and discomfort. She went to the local Doctors and they said they didn’t like the look of it.

The next day I had to take my wife for blood tests at Gloucester Hospital. My wife rang her work to say that she was sick and wouldn’t be coming in.

On Tuesday the 7th May 2019 my wife went to the Doctors again, this time to have an Ultra Sound. The Doctor told my wife she a growth on her liver. The Doctor would arrange a CT scan.

I rang Benendan to see if they could help my wife. She had to wait 2 weeks and 6 days for a CT scan. Benendan told me that it has changed its policy and its now 3 weeks for a Hospital appointment before they would use there, “Discretion Policy”. They say it fell within the 3 weeks. My wife CT scan was cancelled and put back another week. So this would have been now over 3 weeks, but Benendan still didn’t want to know.

I put a complaint in writing about how poor their service is. I received a phone call from their Customer Service Team explaining their policies. The problem with Benendan is, if you do have a complaint, they deal with it themselves, so they are always going to be the right!

On the 24rd May 2019 my wife had her CT scan. On the 30th May my wife saw a Consultant. He said at this time he could not be sure exactly, but said the growth was bigger than first thought. He said he would arrange a Biopsy for the following week.

I had been paying Benendan since February 2011 for six people and then when my daughters moved out, just the 4 of us. I would have paid out over £5,000 in contributions for what, simple answer is NOTHING.

This has been the biggest waste of money I have paid to an organisation in good faith of a service in my life, I am now 52. The only thing you can do is stop paying the direct debit. I said they would never get another penny out of me. As soon as I cancelled the direct debit, the next day I had letters to say what going on with direct debit. I cancelled 4 members. My youngest daughter cancelled her membership. My oldest daughter cancelled her membership plus her 2 son’s. Benedan has lost 7 members because we all know now if they have problems with their health, we feel probably nothing will happen going on this experience.

My wife operation for her Biopsy was on the 5th June 2019. It was then on the 12th June my wife saw the Consultant. The Consultant told her that she has got STAGE 3 LIVER CANCER. She might have a life expectancy to this Christmas 2019 of next Christmas if she lucky, depending on how the Chemo Therapy will go.

To get to this point has taken 6 weeks and 2 days.

The news shocked us all because earlier my wife was told they were 99% certain she didn’t have Cancer after looking at her blood results, weeks before.

It took me a long time to write this after the event, but I wished that somebody like myself took the trouble to write about their bad experience of Benendan, as I would never have become a member.

What everybody should do is put their money that you would be paying Benendan in a separate Bank Account, so when you need to go Private and try to get an earlier appointment than the NHS is offering you, the money has already been set aside in a Bank Account to pay for this. There is no discretion involved, it’s your money.

I really wished I knew this is 2011 as I would have had over £5,000 in a Bank Account for Medical Emergencies like this.

I did know that when you get diagnosed with Cancer that you are on the NHS Pathway and even if you are a Benendan member that they can’t help. While my wife was in Pain and Discomfort to have all her test done to have her final diagnosis, it shouldn’t take 6

WEEKS and 2 DAYS.

What worst about all of this is when I made my complaint? Their response was they offered me an appointment. This is not so. If they offered me an earlier appointment, I would have took it. This is the organisation you are dealing with. Their telephone staff are not trained medical experts trained for years on medical conditions. They are people just answering the phone and going by a given script!!!

Please don’t join and keep your own Money!!!

Save your Money in your BANK ACCOUNT!!!

Been a member for over 30 years and used to work for me fine.Used the hospital twice in the the last couple of years and they have changed their policy and I am unhappy that they now require me to attend the hospital instead of using a local consultant and claiming money back because I live within 2 hours of the hospital (71 miles away and supposedly 1hour 35 mins to get there by car ,if you have one that is),they don’t mention how long it takes by train!Both journeys were a nightmare there and back and took a lot longer than the 2 hours they state it should take.the last one took nearly 3 hours for a 10 minute appointment,at least 20 minutes are gone on the dart ford crossing.Been trying to challenge the time it takes from home with no luck. Feel hard done by and people who live nearer have an unfair advantage.My wife refuses to use the hospital because of the journey. Very disappointed as the hospital facilities look great.I imagine there are many in my position who are paying for this service without knowing about this and will be bringing this up to all members of Bt who I work for. Not happy!!!!

Customer service were very efficient and provided me with the guidance I required and said rehab work would contact me. This they did at the correct time on the right day. Spoke to a very pleasant lady who asked a number of question and told me that the local service would be in touch. This was correct also at the right time and day. I have be4en given my first appointment which is only just over a weeks time. It was a pleasure to speak to those that I have had contact with who were very helpful and kept to their promises. Thank You.

My husband and I have been members of Benenden for four years. In that time he has used them for Physiotherapy because of an 18 week waiting list on the NHS. He saw a physio the next week and with further treatment a very positive result.

Another incident was a fall at a museum, where paramedics checked him and decided no bones broken. After about six months he was still having pain in his elbow so went for an xray. This turned out to be a break but was told by the NHS it had started to heal and nothing could be done. We asked for a second opinion and was given an appointment for 10 weeks. We then contacted Benenden who gained us an appointment for the following week.The consultant told us not only was it broken, the tendons had become detached as well. All the scans , physio and consultant fees where paid by benenden up to a value of £1500. The rest which was a very small amount we paid ourselves. All this was made very clear to us and we would always be very grateful to Benenden for their prompt and efficient help.

Having read a lot of the reviews on this site I felt that a positive review was needed. Some people seem to have the wrong idea as to what is covered by their £10.25 a month.

I have been a member for over 30 years and have benefited from help on a few occasions. It’s true not everything is covered but for £10 a month it’s worth every penny and of course you always hope that you stay healthy and never need to make a claim.

I have been a member of Benenden actually since Childhood, and my parents have also been members for many years. Unfortunately due to ill health I have had to use Benenden’s services probably about 10 times in my life, and they have been nothing short of fantastic. I can’t express how much I value my membership as I have been unlucky enough to have experienced some pretty serious illnesses in my course of my adult life and have had them treated quickly thanks to having this membership. I was shocked to see some of the other reviews on here, mostly generated by people who clearly don’t read the letters when they come through. As long as you keep on top of the cost of all your treatment and ask all the relevant questions as the advisor asks you to do when you make your claim, then you can’t go wrong. How hard is it to ask your GP for the NHS waiting time?! It’s only when you fail to keep yourself in the loop that you may go over your £1800 limit. I have recommended Benenden to so many of my friends who have signed up. I recently used Benenden for a neurological complaint and I had my MRI and EEG test completed within a week and my diagnosis within 14 days. At one point, for a gynaecological complaint in 2010, the consultant actually gave me her mobile number for any questions after my operation! You don’t get that on the NHS! It’s a first class service. Anyone who thinks otherwise is misinformed and needs to read their paperwork.

It is worse than terrible. This company takes the money - but doesn't want to help. Please don't waste money like I have. I do hope the BBC you and yours receive the complaint - and hope that everyone who feels failed by this company joins in a campaign to warn others.