William Russell Reviews 

Im impressed! My experience with any kind of insurance had never been very positive, until now. Great communication and service (huge thanks to Josephine!! 🙏), and great coverage. Could not ask for more. Thank you!

Excellent experience with William Russell. Very transparent, clear and helpful. Mandy (Claims Executive) & Angela (Policy Services Executive) are particularly great to deal with- very professional.

Everyone at William Russell has been fantastic. Going through medical treatment is stressful enough without the added worry of whether or when the insurance company will pay. With William Russell, that worry simply wasn’t there. Their claims team felt more like friends and family—supportive, reassuring, and genuinely caring. Payments were quick and straightforward, arriving directly in our bank account without hassle. Their support made a difficult time so much easier, and I can’t recommend them highly enough.

I always have an excellent and professional assistance.

I am writing this review to express my sincere gratitude for the exceptional service provided by William Russell over the past 12 months. The support we have received throughout my wife's serious health condition has been truly excellent. Navigating a serious illness is challenging, but your company has made the insurance process seamless and stress-free.

However, the only disappointment we experienced was the 29% premium increase for 2025/26, which we felt was significantly higher than a standard rate adjustment. I worry this may set a precedent for future renewals, making the premiums difficult to manage in the long term. I hope this will not be the case as we move forward.

Despite this, I would also like to extend a personal and heartfelt thank you to Cosmina Gradinaru "International Claims Executive" She has been a constant source of support, making every interaction easy and personal. Cosmina's professionalism and empathy are a credit to your company, and her dedication has made a significant difference to our family during a difficult time.

I've been navigating a really difficult situation regarding my brother's various medical issues and his disability insurance. Maggie has been so supportive and helpful throughout the whole process, guiding me when I've faced issues that are completely out of my comfort zone. I would wholeheartedly recommend.

The information about the hospital with cashless options are not up to date. I ended up arguing with the hospital staff.

William Russell is our Insurance Company since many years. We had our ups and downs like everyone but overall we have found a competent, efficient and transparent team of professionals that do not leave you alone.

Highly professional and empathetic staff has been the factor that has kept us loyal customers for years. Where other organisations are investing in chatbots and AI automation to know doubt cut costs, WR have continued to invest in a team of genuine experts who make you feel like they're working with you and not against you during what is always a stressful situation.

The William Russell team handles claims very quickly and efficiently and responds promptly to inquiries. The service is excellent.

I’ve been using the insurance for years, even though the increase of 25% yearly. When I needed to use it, they decided that the small surgery that I made was not covered. I don’t recommend at all.

I was a customer for a year. I never filed a claim so I am not judging on that. Yet the company increased my premium by +25% from one year to another on the basis of inflation and Covid. I am 32 years old, not a single pre existing condition nor claim in the past. Either the company is ripping off their customers, or it's a predatory pricing strategy for people who don't look too much into it (or care). Some competitors provide better coverage for a better price.

This is, without a doubt, the worst insurance company I’ve ever encountered—it was unfortunate to interact with them at all.

The agent who contacted me was incredibly insincere and came across as uneducated. When I disclosed that I have a common, non-threatening autoimmune condition, his entire demeanor shifted dramatically, as though I had revealed some unheard-of, highly contagious space HIV. Despite already securing coverage from another insurance provider, I sensed his unprofessionalism and decided to feign interest in proceeding just so I could document my experience here.

To make matters worse, the agent attempted to justify his behavior with what was clearly a fabricated sob story about his mother allegedly being unable to get insured for the same reason (If it wasn’t fabricated, I sincerely hope he isn’t using such a personal matter for manipulative sales tactics).

Seems like the company is slowly but surely going down the drain....

I am insured with them since 5-6 years and had 1-2 claims in the first year.

Since then the prices increased yearly by 15-20% telling me the inflation rate (of actual 5-7%) would be the reason.

I contacted them as a new customer and see there... If I am new I would get a 20% lower price. This clearly shows the company is not in a healthy state when ripping off existing clients which on top did not have any claim for 2-3 years!!

Will be using a more expensive company that gives you a fair pricing and service instead of using ridiculous dodgy marketing methods and ripping off existing customer.

Thanks for nothing!

WR simply load premiums for pre existing conditions without asking whether you wish to have the PEC covered or not - most insurers offer PEC cover as an option. When asked the reason they say due to the chief medical officer - so in effect the customer gets what the customer does not necessarily want - strange customer service strategy - this inflexibility sends a huge red flag for future claims

If you are looking for a reliable, straightforward, effortless and trustworthy health insurance, just WALK AWAY from WR (aka William Russel). They have been asking for many documents from the doctors, doubting about their existence, doubting about the consultations our child had. Months later they still didn't reimburse us the few hundreds of dollars we paid from our pocket. I am talking about normal pediatrician consultation. I can't imagine the damage if it was more serious and more expensive. in a nutshell, don't rely or trust them at all !!!

I have been a customer of William-Russell from 2012 onwards for whole family of 6. Until perhaps 2019 everything was fine and every claim (we had very few) was processed and settled very fast. Unfortunately, since about 3 years things have changed to the worse and they come up with ridiculous reasons why they can't cover this or that. I recently broke my ankle in an accident and couldn't walk anymore and was in severe pain, and they came up that this is not an emergency and therefore not covered!!! Most annoying is, that there customer service will just ignore you and don't even answer e-mails! They send you an e-mail why this or that can't be covered and then this is final - they don't even want to communicate or explain anymore afterwards! Finally I had no other choice to bring this to my lawyer which is very annoying. So avoid at all cost if you want.

Had nothing but a great service from these guys.

Awful miss leading company that do not answer direct straight questions about being covered for taking the covid 19 emergency approved vaccine. The words used was "Shouldn't affect your cover" which isn't a professional answer. When i asked if i was to have an adverse reaction and to pass would i be covered Yes? or No? then we can talk. I was then completely ignored.

I can only give them 5 stars I've used them for about 10 claims for my family. I think the big issue when people complain is that they don't read their policies properly you get what you pay for. William Russell is in the more expensive scale but they are there when you need them. Their emergency line is there on the spot to help you and make sure everything is send to the hospital so that they are ready for you and you don't have to think about paperwork only about getting well. They will always be my first choice for my family.