Tell us about yourself, so we can offer you the Health Insurance cover you need

Do you live an action packed life?

How do you feel about your health?

What's happening in your life?

Customer Complaints June 2012

We value the concerns of our members about us and take their complaints seriously. We look at each complaint in detail to help us understand what we need to do differently to improve the experience of our members.

1 January 2011 - 30 June 2011

About our complaints data

Table 1 shows a breakdown of the number of complaints closed by PruHealth between January 2011 to June 2011.

The data is shown in the way we report to the Financial Services Authority and it covers three firms;

  • Prudential Health Limited - the firm that underwrites the PruHealth insurance products.
  • Prudential Health Services Limited - this is the firm that services both the PruHealth & PruProtect products and the data in Table 2 shows the breakdown between the two brands.
  • Prudential Health Insurance Limited - this is the insurance company that was previously known as Standard Life Healthcare Limited.

Table 1

Complaint information for the period for 1 January 2011 - 30 June 2011

 

  Prudential Health Limited Prudential Health Insurance Limited Prudential Health Services Limited Overall
Number of complaints opened 777 283 800 1860
Total of complaints closed 805 289 815 1909
Number of complaints closed within 8 weeks 764 271 775 1810
Percentage closed within 8 weeks 95% 94% 95% 95%
Total upheld 207 121 624 952
Percentage upheld 26% 42% 77% 50%

 

Table 2

Breakdown of the Prudential Health Services Limited complaints data between PruHealth & PruProtect.

 

  PruHealth PruProtect
Number of complaints opened 620 180
Total of complaints closed 638 177
Number of complaints closed within 8 weeks 599 176
Percentage closed in 8 weeks 94% 99%
Total upheld 523 101
Percentage upheld 82% 57%

 

For PruProtect information please click here

Previous complaints publications

July 2010 - December 2010

January 2010 - June 2010

Why choose PruHealth

When we say 'Full Cover' we mean it. We'll always be open and honest about what our cover includes.

Find out more about our health insurance cover