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 we have issued you, please
contact us and we will make arrangements for it to take place at another convenient and appropriate hospital.
I want to upgrade my hospital list
You can upgrade lists only at annual renewal time. If you are moving house however, and require access to hospitals in a different area please
contact us for more information.
Will I have to pay the hospital bill and then claim it back?
Wherever possible we settle the bills direct so that you do not have to worry about paying large amounts of money. Some hospitals may ask you to pay for outpatient treatment at the time of your consultation. We have a simple procedure that means that you can reclaim these smaller amounts direct from us.
Can I be treated privately in an NHS hospital?
Yes. NHS Private Patient Units are included in your hospital list and you can also use a paybed at any NHS hospital. In fact, we will cover eligible treatment at any NHS hospital so long as they take private patients and are on your hospital list.
What if I have opted for the Moratorium Clause and am uncertain whether treatment I received before the start of my policy 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 policy, you must
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 any medical condition that is considered to be an underlying cause of, or directly caused by, another medical condition - for example high blood pressure and heart disease are considered related, as are recurrent sore throats and tonsillitis.
What if my claim is urgent?
We try wherever possible to assess claims over the phone. If you need to see a specialist or be admitted to hospital urgently you should call our
Customer Care team immediately.
Do I always have to write to you or complete a form?
No. We assess claims over the phone whenever we can. There are also a number of instructions we can take over the phone:
- Excess level changes
- Up or downgrade of product (where eligible)
- Change of hospital list (where eligible)
- Optional extras additions
- Change of address
- Change of name
- Adding or deleting dependants
- Cancellation of cover
- Payment method changes
- Confirmation that an over 21 dependant is still in full time education
You will need to complete a new application form if :
- You are over 21 and want to start your own policy
- You are leaving a group scheme and require individual cover
- You require single policies following separation or divorce
Contact our Customer Care team, who will forward you the correct form.
