The Exeter
The Exeter, a trading name of Exeter Friendly Society Limited, offers a wide range of insurance products, including private health insurance, life insurance, and income protection. It is one of the largest friendly societies in the UK, with over 90,000 members and 200+ employees.
Let's look at The Exeter in more detail in MyHealthPal's latest guide.
Background and History
Established in 1927:
The Exeter, established in 1927 in Devon, England has a long-standing history of providing affordable health care to its members.
Because friendly societies are owned by their members (not stakeholders), The Exeter reinvests all its profits back into the business.
Evolution:
1927:
Founded as Exeter Family Friendly Society in Exeter, Devon, England.
2008:
Merged with Pioneer Friendly Society, adopting the Exeter Family Friendly name.
2015:
Rebranded to "The Exeter" to reflect its focus on member services rather than shareholder profits. This restructuring allowed the company to reinvest its profits into member benefits and services.
2015:
Expanded its product range by acquiring a portfolio of individual and corporate cash plan schemes from Engage Mutual Health.
2017:
Entered the Term Life Assurance market with the 'Managed Life' product, aimed at individuals with specific health conditions, such as type 2 diabetes. They further expanded their life insurance range with 'Impaired Lives'.
2018/9:
Became one of the key sponsors for the Exeter Chiefs Premiership rugby team in Devon, England.
2019:
Launched the HealthWise app - a digital health service app.
2022:
Launched a new private medical insurance (PMI) proposition, Paradigm Protect, to all member firms.
2022:
Paid out £9.9 million in claims to its health insurance members and launched the new Health+ Guided product.
Milestones:
1947 - Present:
Over 90,000 members with 207 employees.
2017:
The Exeter won the Most Innovative New Healthcare Product: Managed Life.
2022:
The HealthWise app usage increased by 131%.
The Exeter Reviews
The Exeter has an average 4.3/5 star rating on Trustpilot, based on 900+ reviews.
"Very helpful when I needed financial support during what was a difficult time with my health. There was no quibble I was paid no problem." - Mark, September 2024.
"I transferred from BUPA to The Exeter in August 2023 due to escalating premiums.
I have had a complicated combined series of dermatological and oculoplastic surgical claims since 14/6/24. The service has been excellent." - Linda, June 2024.
Health Insurance Plans
Health+ core cover
The Exeter's health insurance is a standard private health insurance policy that includes:
Unlimited inpatient and day-patient treatment: Receive any treatment for as long as you need it at eligible hospitals.
Complete cancer cover: Receive cover for all stages of cancer, including palliative and terminal treatment.
Outpatient surgery: Receive any specialist surgical procedure at eligible hospitals based on your treatment plan.
Private ambulance: If you need medical care while travelling to, from, or between hospitals, The Exteter can provide a private ambulance for both inpatient and day-patient treatments.
Home nursing: Access to a home nurse after inpatient and day-patient treatments.
Parental accommodation:
Stay with your children (under 18) during their entire hospital stay.
Post-operative physiotherapy:
Receive up to three physiotherapy sessions following inpatient, day-patient or outpatient treatments.
NHS cash benefit:
Receive up to £150 per night (up to 30 nights) if your inpatient treatment can be done at an NHS.
HealthWise digital app:
Unlimited access to UK-based healthcare professionals via virtual appointments, including mental health support, health MOTs, physiotherapy and dietitian consultations, as well as accessing second medical opinions.
Types of Health+ core cover:
Health+ Traditional - choose from three hospital lists (Essential, Standard and Extended), including London hospitals.
Health+ Guided - GP makes an open referral and The Exeter selects a shortlist of specialists based on your needs (i.e. a more affordable option).
Additional Health Benefits
The Exeter health insurance offers optional extras to boost your standard private medical insurance coverage:
Outpatient cover:
Covers specialist consultations and diagnostic tests (e.g. X-rays, ECGs, pathology tests, CT, MRI and PET scans) as well as all treatments related to diagnosed cancer.
Other therapies:
Access physiotherapists, chiropractors, osteopaths, acupuncturists, podiatrists, speech therapists, pain clinics and two dietitian sessions following a GP/specialist referral.
Unlimited outpatient diagnostics:
This covers unlimited outpatient diagnostic tests with only specialist consultations deducted from your outpatient limit.
No-claims discount:
Receive a sliding scale of 15 discount levels for each year you don't make a claim. Each member of the policy has their own no-claims discount.
Mental health cover:
Covers inpatient and day-patient specialist fees, treatments, nursing and accommodation for up to 28 days. Consultations or treatment by outpatient psychologists and cognitive behavioural therapists are also covered.
Prescription And Hospital Stay Benefits
Prescriptions: Order your private and NHS repeat prescriptions through HealthWise, for free. This only applies to members residing in England.
Hospital Stays: Receive up to £150 per night (up to 30 nights) for NHS inpatient treatment.
The Exeter Claims
Claims process
The Exeter Health Insurance provides a streamlined claims process for its members, whereby claims can be submitted electronically, by post or over the phone.
1. Online
Complete an online claims notification form and the claims team will get back to you.
2. Post
The Exeter
Lakeside House
Emperor Way
Exeter
EX1 3FD
3. Phone
Contact The Exeter's claims team on 0300 123 3253 (or +44 1392 36 35 36 for overseas members). Lines are open Monday to Friday from 08:00 - 20:00 and Saturdays from 08:00 - 13:00.
Excess
- 1 year = 9% discount
- 2 years = 18% discount
- 5 years = 39% discount
- 10 years = 63% discount
- 15 years = 75% discount
Insurance claims
In 2023, The Exeter paid out a total of £41.2 million (in over 9,287 claims) across all insurance claims.
Income Protection Insurance
- Claims paid: 1,100 (96% of claims paid)
- Total payout: £11.3 million
Health Insurance
- Claims paid: 35 (90% of claims paid)
- Total payout: £1.5 million
Health Insurance
- Claims paid: 8,152 (92% of claims paid)
- Total payout: £28.4 million
Innovative Technology
HealthWise app:
This digital platform makes managing health benefits and consulting with medical professionals accessible from anywhere.
Awards And Recognitions
2024
UK Health & Protection Awards:
Cover Customer Care Awards 2024
- Best Health & Wellness Offering
2023
Cover Customer Care Awards
- Outstanding Business Development Team
The Right Mortgage Awards
- Best Customer Service Provider
Protection Guru Awards
- Best Insurer for Protecting the Income of People with Higher Risk Occupations
Protection Guru Awards
- Best Insurer for Protecting Hard-to-Cover Clients
Cover Excellence Awards
- Best Promotion of Protection
Cover Excellence Awards
- Outstanding Individual Life Insurance
Personal Finance Awards
- Best Income Protection Insurance
Protection Review Awards
- Best Care & Support Experience (HealthWise)
Protection Review Awards
- Best Adviser Marketing by an Insurer
2022
LifeSearch Awards
- Best Income Protection Provider
Cover Customer Care Awards 2022
- Best Health & Wellness Offering
Protection Guru Awards
- Best Insurer for Protecting the Income of People with Higher Risk Occupations
Cover Excellence Awards
- Outstanding Protection Product Innovation
2022/2023 Personal Finance Awards
- Best Income Protection Insurance
2021
Personal Finance Awards
- Best Income Protection Insurance
Awards for Marketing Effectiveness
- Most Effective Brand Strategy
2020
Cover Excellence Awards
- Best Individual Income Protection Insurance
Personal Finance Awards
- Best Income Protection Insurance
2019
Cover Excellence Awards
- Best Individual Life Insurance
Cover Customer Care Awards
- Best Private Medical Insurance
Paradigm Awards
- Best Income Protection Provider
Cover Customer Care Awards
- Customer Service ‘Above and Beyond’
Protection Review Awards
- 'Doing it Better'
Exeter Living Awards
- Legal & Financial
The Personal Finance Awards
- Income Protection Provider
Cover Customer Care Awards
- Claims Management Team
Cover Customer Care Awards
- Underwriting Team
Environmental And Social Contributions
Charitable Partnerships and Support: The Exeter raised £21,716.64 for Children’s Hospice South West (CHSW) in 2020.
Innovation In Healthcare
Health Insurance Innovation: In 2017, The Exeter won the Health Insurance Awards for Most Innovative New Product: Managed Life, highlighting their proactiveness in integrating technology.
Community Support
Exeter Chiefs: The Exeter Health Insurance was one of the key sponsors of the Premiership rugby club, The Exeter Chiefs for the 2018/9 season, promoting health and wellness within the community.
Vulnerable Customers Charter: The Exeter works closely with the Financial Vulnerability Taskforce (FVT) to ensure all members in vulnerable circumstances receive the necessary support.