Laya Healthcare Reviews 

I have had high level Laya insurance for 5 years through my employer but when I was made redundant I had to pay myself. As I was unemployed I reduced the cover to the basic while I was out of work 5 months but as soon as I got a job I raised it back again to the full cover. Unfortunately 4 months later I was diagnosed with an illness requiring surgery and Laya refused to cover because I had only recently raised the cover from the lower level and I had to have 2 years wait completely ignoring the 5 years full cover previously when I had never made a single claim. To go through the public system would take approx 2 years or more due to covid of me waiting in pain so I got a credit union loan and I will self fund, but I am very angry at this. What happened to keeping loyal customers and looking at the bigger picture. I have asked for an appeal but I am not hopeful after seeing the other responses on here. Time to try another company :-(

Three attempts to ring main Cork no., no response lost close to 40 minutes of my time waiting. Query paying premium cannot get operation as a semi-private patient in a Public Hispital.
The Beacon and Blackrock all full steam ahead on private patients wanting any surgery. Semi-private in Public Hospital cannot get surgery as Theatres closed but thankfully oncology patients hopefully getting care.
Essentially, if you require elective surgery for a serious condition then you are on a train to nowhere unless you are financially able to pay top Tier Premia,

Advised me I was covered for a CT Angiogram but failed to advise me that they don't cover it if done on the heart. I am €450 put of pocket and despite numerous requests for a manager to call me back, not one manager has contacted me. They did however contact me by email one day after I made the complaint to say I had 14 days to pay €330 or my policy would be cancelled. I contacted them and was told the premium related to the previous years policy 2020. The agent told me I had requested payments to be suspended on the policy. This absolutely never happened, I was furious because I distinctly remembered calling them March 2020 and asking what they were planning on doing cause Covid had just been declared a a pandemic and the private hospitals were being used for covid patients. The agent told me that they would not be taking any payments that month and the management team were currently deciding what they would be doing in regards to premium during that period. This company is a joke, they appear to be constantly advising people on cover incorrectly. The Irish Times wrote an article in Feb 2020 about this happening with Laya. Shocking they continue to advise people incorrectly and get away with it.

My insurance was up for renewal, I was checking out some options and one of Laya policy came to my attention. I wrote in the contact us and after two days I got a quote, I agreed for the price and for the payment some was suppose to call me. I told them my existing policy is expiring and I need this to be done asap. I waited almost 2 weeks and no call yet. I am not sure if they are interested any more. May be Laya is making too much profit and don't want more customers. I wish I had a business like this. The government should open-up a bit more and give customers a better choice. I remember 18 years back when I first took my health insurance, they where calling me every second day to check if I was ready.
Any way good luck Laya.

I will be leaving Laya as soon as possible. They will cite anything they can to try and avoid paying for procedures. They then put you on the long finger in appeals processes. My appeal took 1 year and 6 days to be resolved constantly receiving letters that "we hope to have your appeal resolved in the next month" I have dozens of these letters now. I assume they just hoped I would go away.

If you call their support line you cannot speak to anyone but someone who can be replaced with a computer program in terms of their responses. All you hear is "I am not a medical professional I cant say" you ask to speak to someone who is and you cant apparently, cant even speak to a manager.

I've worked for an insurance company for 5 years recently and let me tell you they are not all like this. So as I said as soon as I can I will be cancelling my policy with them.

This used to be a brilliant company but they are all working from home,so if they have bad broadband they can't really do their job, I paid my renewal last week,I got no receipt email or letter, so called today, and they say they know it's paid but it hasn't come up on the system yet. Plus their computer froze for a while on the line talking to me.

Just spoke to Sarah in Laya about renewing my policy. I have to say I was very impressed with her knowledge and I even managed to get a more comprehensive policy at a better price. Thanks for making it so easy. A+ Sarah, thanks again.

I rang customer service yesterday and spoke to a girl called Aimee i think it was , to be honest i had been with laya for a while and was contemplating leaving, but after speaking to her i am staying and see there is alot more use to be got out of health insurance with laya

horrendous claiming process, they apply the "reasonable amount" explanation to all claims, what is reasonable for them is not reasonable for us as customers!

Brutal customer service, weeks to process a postal claim, couldn’t get thru by phone, online chat didn't work and customer advisors email responses kept referring to other claims (no effort made by them to do proper checks). Only got it sorted when asked to make a complaint to a manager

Disgraceful customer service. 1h wait time, hung up on you without hesitation... Never honor the callbacks they promise, and that is just the beginning of the list if I start going into the detail of how they "cover" you. Theirs hands cover your wallet that is for sure, but if you really need something from them they are nowhere. "Looking foryour money always" should be their moto.

Terrible Health insurance, I get my premium paid by work and im still going to cancel the service has been so bad.

My company unfortunately switched to Laya for helth insurance plan. Coverage is very poor and they also appeal to everything they can to not pay.
Very bad service and there is no even a number to call to complain or simply talk.

I called today to take out a new policy and I Was told though he didn't know me he thought I was the type would want to claim back from doctors appointments etc I took major offence and the rest of the call was lost on me

My experience with Laya has always been fantastic.
Myself and my wife have essential health 300 and we find It both high in cover and affordable.
Their App is fantastic too, however in the unlikely event of you having to phone them directly, their staff are very knowledgeable and friendly too.
I Would highly recommend them.

They insist to do everything via their worthless app, and do not have online PC forms to submit a claim.

Waiting on hold 20 + minutes and still had not got through to customer care team. COVID or no COVID that is disgraceful, company using the virus as an excuse to leave people waiting. If the lines are so busy recruit temporary staff to handle it.

They find every trick in the book to not pay out. They have zero interest in health care. Avoid at all costs.

Simple fact is that health insurance companies in Ireland they know it’s almost impossible to switch so they can treat their customers as they please. Laya’s complaints handling process is a killing joke. The people who work there do try to help you but they are constrained by the company processes. The only way to escalate any issue is a laborious route to the ombudsman and guess who pays for the Ombudsman- an Irish solution to an Irish problem.

I have a renewal coming up shortly, and I am currently shopping around.• LAYA say "Please contact us before your renewal date to discuss your health insurance needs as we may have a more suitable scheme for you". One of the recommended options is to discuss the renewal with them. There chat line is not available. There are high call volumes so I left my number on 3 occasions. They rang back later on 2 of the occasions and immediately hung up on both occasions. Poor customer service for a customer of 8 years.