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 the hospital list you currently have access to, and so only they can request a change to it. Please refer your query to your company scheme administrator.
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 it is on your 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 and wherever possible we will give you an immediate decision.
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.
How do we add our new baby to our policy?
You should inform your scheme administrator, who will then contact us.
I've recently married and want my new wife/husband to be covered too?
You should inform your scheme 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 21st birthday. After that, he or she can only continue to be covered as a dependant if they remain in full time education. Otherwise, they can be covered by a new individual policy. You should inform your scheme administrator, who will then contact us.
How can I find out more about my cover?
Please refer to your Member Guide for full details. If you need a new copy please contact our
Customer care team.
I'm going on holiday and I need my insurance certificate as proof of my worldwide travel cover. How do I request one of these?
Our Travel Claims team will be pleased to issue you one if your policy covers you for worldwide travel. Call them on 0845 602 3710.
