Laya Healthcare Anmeldelser 

Horrible , dreadful service company . Sent me email to inform of 21% price increase from a no reply address . Telephone query gets standard polite replies from staff reading off computer screen . Had to dive through countless FAQs and web pages to find cancel policy option . Frequent problems over past 12 months . 20 minute phone waits , calls dropped , broken promises . AVOID .

Awful customer service, impossible to contact and had to chase several times. The responses are just 'copy-paste' and are not even to the point. It's unclear what is covered and what isn't. Have tried to ask, but have not received clear answer, so just went ahead and did the required scan. Then I was advised that I can't claim anything back, because the clinic was a not included in their 'list'. They were quick to reject my claim, but could not answer simple questions before the scan.
So they just advertise that it's covered, then wait until you fed up with not getting answers and just do the scan, just to tell that they will not pay anything back. Smart plan of fooling customers

Laya took €4053 out of our bank account instead of €368 - money we couldn't afford. This happened on the 4.4.25 and we were advised on 5.4.25 that we would get refund today 9.4.25. Today they are saying that they will only get to check their banking accounts on 14.5.25 and it will be several working days after that we get the money owed. This is not much help to us at present, with direct debits and mortgage due. UPDATE: 1 week after raising the issue that €3685 was taken from our bank account in error and we are still no further on. 15.04.25 - 11 days after taking an extra €3685 out of our bank account we still have not had a refund

I wasn't feeling well and decided I needed to see a doctor. As a Laya member the clinic used to be the obvious choice, to see a doctor would be €140 but my policy would cover €125 so I would only have to pay €15. If an x-ray was needed you would have to pay €100 extra.
However, since January 2025 they have changed this, it is now €100 including x-ray if needed. This is an 'excess' charge so you can't claim it from the insurance.
When I went it was a Sunday and unfortunately no other walk-in clinic was open because of ramadam so I went to briarhill in Galway.
I was seen quickly and the young lady doctor was very good and diagnosed me with a chest infection and gave me a prescription. So I had to pay €100 for that, which I couldn't claim any back.
By Wednesday I wasn't feeling any better so I went back. They don't charge if you go back in with the same problem within 72 hours. However, the 2nd doctor wanted to give me an x-ray, when I asked was that still covered as I had paid for everything including x-ray if needed, I was then told, no, I would have to pay for the x-ray. I could not afford to pay again so I did not get an x-ray.
I had no problem with the two doctors or the clinic staff but the charging is ridiculous. If I went to any other doctors it would have cost no more than €60 and I could claim half of that back. If I needed an x-ray I would have been sent to the hospital which would have been free.
The new charging system means it makes no sense at all to go to the Laya clinic even if you're a member.

Visited Laya Healthcare Cherrywood today. Great service from start to finish. In & out in 40mins. Nurse & doctor were fantastic.

People living outside of Dublin do not receive the same level of service. Recently found out that the local imaging center in Letterkenny is no longer contracted with Laya and we are expected to travel into the north of Ireland (over 1.5 hrs away) for care. As this is an NHS facility, instead of HSE, the information is not shared, so doctors in the area we live are not given the information - we have to request it and share ourselves. Wait times for appointments are ridiculous with this clinic in the north. 1 month v 1 day with the local clinic (who used to be contracted with Laya, affidea).

The clinic in the north charges £400 to Laya for an MRI, while affidea charge €330 for the same service.

Called Laya to speak with someone at 4.30pm. Was on hold and once it came to 5pm got cut off and told they are now closed.

Poor customer service along with sub par service for those not living in a city!

Paying the same price for cover, but not offered the same service.

I visited Laya in cherrywood earlier today. I was assigned a male doctor who had an awful manner and was very dismissive. I’ve been a member for 3 years and this is the first time this has happened.

Awful visit to Laya Clinic Limerick
My mother visited the clinic yesterday after a fall. She was in a lot of pain. For the x-rays, the radiographer needed her on her side, I had to bring in a friend to help move her. After all that, I was informed that there was a problem with the computer and so the trays were useless. After all the pain my mother went through. I had to tell the young female doctor to write a prescription for pain care. She referred my mum to a and e in UCH based on her suspicion of a fracture. She had no proof as the x-ray was not working. Displayed a stunning lack of empathy when I explained that the long wait in a and e would be too stressful for my mother. Won't be back and am considering my Laya membership.

Pointless! having this service i told them what was wrong with me that i needed a boost afterbeing sick. the doctor told me to go to A&E (and waste a resource and pay 100 euros) or go to my doctor who has not got an appointment until next week also 60 euros... why are we paying for this shoddy disgraceful service!????

Stay well away from this company and here’s why I say this , If you have a policy with them for a few years and you decide to move to a slightly cheaper or dearer policy they will REFUSE to tell you if by moving to this new policy if this will excluded you from making any claims over the next 2 years because you had a pre existing condition under the old policy they will only say that until such time as you make a claim will this be determined so in other words while if you stayed on your old policy you would of course be covered but the fact you moved policies this is now classed as a new policy so you now cannot make a claim for a period of 2 years because of your pre existing condition it’s a loop hole which they can use so go somewhere else I have sent 5 emails , made 2 phone calls and went down in person to there offices in Little Island and they REFUSE to answer this simple question make a claim and we will let you know then .

Disgrace of a place refused see my wife without a up front payment of 180 euro and was told to then clam back from my irish life. They wouldent invoice me the visit to pay in 2 days and point blank refused to help her and left her in pain unfortunately we dident have money for 2 days untill pay day

Tried to contact Laya at 9.30 by phone, didn't recognise my policy number or date of birth and all the team were on call and couldn't take my call. No mention of wait on hold or we will return a call. Just go away !

I checked cover on the app but it said it didn't have enough information so it gave me a reference number so the team could bring back up my query but .....

An unbelievable customer experience.

I see the office hours are 10 - 3 but I thought customer support was more hours than that.

Update:

After my detailed complaint I've received a sincere apology and the confirmation that all my claims were combined, processed and would be paid.
Unfortunately the info in the app is unchanged (still to be processed) and payment not received.

I don't understand why this seems to be so complicated.

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Laya taking a month and longer to review submitted claims.

They used to be prompt until November, not anymore now, claiming a peak of claims in December is the reason for delays. (Any proper management team prepares for the usual peaks in December).

Well, they sure have no delays in taking the monthly premiums in time.
They also have no problems spamming their customers with all types of offers and what not. (Maybe redirect the workforce would help - or use AI agents?)

I filed a complaint but only received a scripted useless reply.

Cannot get through and had to stay on hold for 35 mins to get a code.

Impossible to get hold of an actual real person. I have been trying for almost 2 weeks to get hold of someone and have been left with no other option but to choose a call back option. I have done this three times now, as the previous two times they called me back, it was some arbitrary time the next day and as I was in the middle of something both times, by the time I tried to answer they had already hung up after only 3 or 4 rings. Now waiting for the 3rd time for someone to call me back. Really appalling service!

Laya wont answer the phone. As i need to talk to someone about my cover.

I had to get a medical emergency overseas and it has been a month I submitted my claim and they still have not replied or assessed my request.

Visited Laya in Swords today ... It was a pleasure from start to finish ... So professional, kind, empathetic and friendly - best customer care I have experienced in very long time. A particular thank you to Nina. Thank you everyone ... I'm very grateful for the care you gave us.

Laya healthcare customer service is absolutely terrible ,if you cant do your service via the app forget it!!! phone number gets you to hang on the line several minutes pressing several options only to be told no agents are available ,I will 100% be switching providers in early 2025.

30 minute wait on Monday to speak to an advisor..55 minute wait today...not good enough.