Westfield Health Health Cash Plans

Westfield Health's customer service leaves much to be desired, particularly when it comes to submitting medical claims. The process is unnecessarily complicated and time-consuming, with unclear instructions that lead to frustration. Attempts to get assistance through their customer service are often met with long wait times and unhelpful responses, making it difficult to resolve issues quickly. Communication is poor, and customers are frequently left feeling unsupported. Overall, the inefficiency and lack of customer care create an unpleasant experience for those trying to make use of their health benefits.

Westfield would not pay my claim for spectacles because the receipt was dated two weeks before I was able to claim. This was because I had to pay in advance due to Covid. Normally I would order glasses and pay upon collection but because they had to post them out, I had to pay beforehand. Westfield have informed me that my claim had been cancelled because of the date !! what difference does it make. I rang and asked when I could claim and was given a date but not told that it had to be the receipt date. The customer service was unhelpful and rude. I have now cancelled any further subscriptions with them.

I recently subscribed via my Company's benefits scheme and moved to Westfield from another cash plan health provider.

Wrong choice! Submitting a claim is now 10 times harder with no ability to send a claim in electronically, their App simply doesn't (& hasn't) worked for sometime based on feedback on Google Play and they are only willing to accept claims via post which erodes the value of any benefits over the year !

Customer services don't seem to have a clue, one adviser say one thing then another does something else.

Based on my experiences I simply wouldn't recommend them.

I would not recommend Westfield from their appalling customer service. They claimed that a physiotherapy claim i submitted could not be fulfilled as it was a preexisting injury, there was no evidence to support this, including GP notes and medical records. They upped the prices midway through my contract, and now having cancelled have taken further payments and will not refund them.

sent in an optical receipt which they would not accept ... had to send one in with my name on it .... did this ... they said they ad not received it!!!! even though they sent me the pre paid envelope ... still waiting for my money back

This is a very professional company that operates a comprehensive service.

However, they are like most insurers in that you need to check the section about pre-existing conditions.

I am a student who needed health insurance for college , mainly to cover physiotherapy so I went with Westfield health insurance. I needed physio treatment 3 times at a cost of £34 per session (you have to pay for it then claim it back) so I sent off the claim form and waited and waited.... I then received a letter back saying the claim was put on hold as they would not pay out for any prior medical condition (which it wasn't ) a doctor would have to fill out a form they provided. The doctor filled out the form in retrospect - at a cost of £25 , which of course Westfield has said in the letter some doctors will charge for this ! I sent this off and waited and waited....... After 3 weeks I had to ring them to ask what was happening only to be told they are not going to pay out because I didn't go to the doctors before going for physiotherapy-as stated in the terms and conditions. If this claim was investigated properly the first letter should have said they were not going to pay out,not telling me to go to the doctors and pay more money out. I think this company does not value the customers who pay the basic cover , and does not evaluate each claim on its own merit. I have cancelled my cover and would not recommend Westfield health insurance to anyone.i have complained about this and got nowhere so I am writing to the financial ombudsman.

i would not recommend this company, great for basic ,claim back dental and optician costs of very little money,but once things go major this company will do its best to get out of paying

Beeen with Westfield for years and also have a private health insurance with employer. Have always found Westfield to offer excellent customer service, reasonable costs and never had any problems with claims. Great for everyday cover for optical, dental and physio etc. I would highly recommend as an affordable option and they also offer 24 hour access to a GP helpline as well as legal advice which is great.

Tried registering with this company twice online, no confirmation e-mail or phone call from company. Rang customer services and gave my customer reference numbers from online applications. Informed someone would get back to me ASAP, but this did not happen. Gave up trying to apply for a Health Cash Plan policy. Awful. Have lost qualifying time for alternative cash for health plan/company.