Claims helpline

If you want to make a claim, you must call our claims helpline before arranging treatment. The line is open between 8am and 6pm Monday to Friday (except bank holidays).

Our claims helpline is here to help whenever you need to make a claim. We will always try to make the process as simple as possible and our team will guide you from start to finish, answering any questions you may have about the claim caringly, quickly and efficiently.

When you first ring the claims helpline to tell us about a new claim, we will ask you for the following information.

• Your name and policy number (We will also carry out a brief identity check by asking you to confirm random pieces of personal information we hold about you.)
• The name of the insured person who needs treatment
• The medical condition or symptoms the insured person is suffering from
• The date the insured person first visited their GP with this medical condition or symptoms
• The treatment plan their GP is recommending, including:
  • the name of the specialist or practitioner they are being referred to; and
  • the hospital or clinic they will be going to
• The GP?’s name, address and phone number

We will also ask for a current phone number and e-mail address in case we need to contact you during the claim.

We understand that it can be uncomfortable discussing medical problems with someone you don?’t know, so we will be as discreet as possible. However, the more information you can give, the easier it will be for us to assess your claim there and then, over the phone, and avoid us needing to get more information from the GP.

You may also find it useful to have your policy documents with you when talking to the claims helpline.
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