What if the treatment I need is not available at a hospital on my list?
In the rare circumstances where eligible treatment is unavailable in a hospital on the list your company selected, you should
contact us so that we can make arrangements for treatment to take place at another convenient and appropriate hospital.
I want to upgrade my hospital list
Your company selected your current hospital list and so only they can request a change to it. Please refer your query to your company's plan administrator.
Will I have to pay the hospital bill and then claim it back?
Wherever possible we settle the bills direct with the hospital so that you don't have to worry about paying large amounts of money. Some hospitals may ask you to pay for out-patient treatment at the time of your consultation. If this happens, we have a simple procedure that means that you can reclaim these smaller amounts directly from us.
Can I be treated privately in an NHS hospital?
Yes. Your plan automatically covers you for eligible treatment at any NHS hospital anywhere in the UK, irrespective of whether it has been included on your hospital list. If you are admitted to an NHS hospital, but not as a private patient, then when admitted as either an in-patient or a day-patient, you will be entitled to receive a cash benefit. (These cash payments are not available if you have the NHS wait option where the NHS has provided treatment within the six-week wait period.)
If you prefer, you can arrange to be admitted to an NHS 'paybed' as a private patient, but availability is at the discretion of the NHS and you are not guaranteed a single room or facilities of a 'hotel' standard.
What if I have the moratorium underwriting method and am uncertain whether treatment I received before the start of my plan is related to the condition for which I now wish to claim?
Before undergoing any private treatment for which you wish to make a claim under your plan, you should
contact us to gain pre-authorisation for your claim. Wherever possible, we will assess your claim over the phone.
This way we will be able to establish the full facts about your condition and proposed course of treatment, and will confirm our decision to you before you incur any costs.
What is a related condition?
A related condition is defined as 'any symptom, disease, illness or injury which medical opinion considers to be associated with another symptom, disease, illness or injury'. For example, high blood pressure and heart disease are considered related, as are recurrent sore throats and tonsillitis.
How do we add our new baby to our plan?
You should inform your company's plan administrator, who will then contact us.
I've recently married and want my new wife/husband to be covered too?
You should inform your company's plan administrator, who will then contact us.
Can cover be continued for a child over 21?
Cover will continue until the renewal date following a dependant's 25th birthday. After that, he or she will have the opportunity to continue their cover with us on an individual basis provided they apply within 30 days. If they join within that period, then they can continue with the same medical underwriting terms that applied under the current plan. Cover must be continuous and any existing special terms will continue to apply. They must also meet the eligibility criteria of the new plan. If a dependant is approaching age 25, you should inform your company's plan administrator, who will then contact us.
How can I find out more about my cover?
Please refer to your plan documents for full details. If you need a new copy of your documents, please
contact us and we'll be happy to help.
I'm going on holiday and I need my insurance certificate as proof of my Travel Cover. How do I request one of these?
If your plan includes Travel Cover you will have received a travel certificate of insurance in your plan documents. If you require another copy, simply call us on 0845 602 3710 and we'll be pleased to send you one.
