I'm a person who likes to post positive reviews where due and almost never do the negative ones. Doubtless I am completely wasting my time posting this but such is our crushingly negative experience with this uncaring incompetent money-sucking parasitic organisation that I am happy to go out of my busy way to tell the world about their performance in the hope of even possibly saving another easily-fooled prospective customer (as I was 12+ years ago) from the utter waste of money and infuriating experience I have enjoyed at their mercy. For the avoidance of doubt, I can't urge anyone strongly enough to AVOID this company and can't speak criticizingly enough of them. I returned to the UK in 2010 with my young family having lived abroad for 10+ years where we'd been in the habit of having private healthcare. Hearing all those stories of woe in the NHS we decided to get insurance here and after shopping around settled on "Health On Line" who were subsequently acquired by AXA and incorporated into their PPP Healthcare "service". For 12 years we (as a family of 5) have happily paid our insurance premiums which have steadily risen, this year due to be around £3K. Happy customers. But then we can cause to contact them with a view to potentially (just an enquiry) making a claim to use the service. I'm struggling to not swear in describing the misery that followed. Let me briefly describe the very many attempts to make contact (web, email and phone) e.g. countless (20+) phone calls for 30+ mins waiting never once getting through to anyone, only hearing some utter BS message about long wait times, staff shortages and Covid working practices - come on, this is a private insurance company! Precisely the reason people pay for the membership is to avoid all those shortages and delays and problems. Where have all the thousands of pounds gone that I and countless others have paid them? Staff parties? Surely they could hire a couple more call centre people or just outsource to India or do something that will result in a customer experience better than a kettle full of warm vomit? Eventually we had a response after waiting more than a week via their online membership portal which when trying to complete the process resets after just a few moments 'inactivity' - basically their entire customer service system seems designed to discourage anyone from talking to them. But after persevering and waiting 7+ days for a response it was a piece of canned text basically saying bugger off. We cancelled our Direct Debits in disgust. Now if that happens with an organisation who even very slightly care about anything remotely relevant & important to standard business principles you'd expect them to write a letter (or even phone!) asking for feedback, making some vague attempt to understand the reason in the hope of retaining that customer... we're 5 members for 12+ years. After a wait we received an AXA branded standard letter saying membership will end but if we have financial problems we should contact some gvt help/advise sources. No attempt to retain our custom or understand the reason for leaving. Heaven forbid that we might have become discontented and/or they done something wrong. I really hope some customer service or quality training course content researcher find this and uses this as a stand out example of truly terrible disastrous service and an approach by a contemptable huge unwieldy uncaring organisation unfit to stew in their own juices. Well AXA we left not because we can't afford your membership fees but because you suck. And hey I'm just moving up the management level where I'll get to influence staff benefits and private insurance is on my list. Guess who I won't be using, so that's at least 20 customers you've lost from me alone - and with luck others will see this and be discouraged from going anywhere near you. All I can say is GOODBYE & GOOD RIDDANCE AXA PPP HEALTHCARE I wish I had never been your customer, let alone my whole family for 12 years. At least I will waste no more money.