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Our service to you doesn’t end when you buy health insurance – it begins. We’re always here to help, including ensuring that if you need to make a claim it is dealt with fairly, sympathetically and swiftly.

Unless otherwise instructed by your insurer, please follow the process below which is designed to make your life as easy as possible. If at any time you require our advice or our assistance then please call our claims team on 0800 018 3633.


1. Contact your GP

Unless you have been admitted as an emergency case to an NHS hospital you should first contact your GP. When doing so please advise he or she that you have private medical insurance. If your GP provides you with a referral to a specialist you must then contact your insurer.


2. Gain Authorisation

Before you receive a private consultation or treatment you must gain authorisation from your insurer. Contact them on the claims number detailed in your policy document and advise them of your referral. Your insurer will then confirm if you are covered and, if so, provide you with a pre-authorisation number which you will need show to the consultant or clinician to whom you’ve been referred.  This will ensure that fees are charged direct to your insurer.


3. Securing a Diagnosis

If your consultant or specialist makes a diagnosis which means you require further treatment it is important you again contact your insurer to confirm that treatment is covered. This is because different policies offer different levels of cover. For example in-patient tests and treatments are included with most policies but the more comprehensive will also include out-patient care. A quick phone call will confirm your status.


4. Getting Treatment

When your insurer confirms that your treatment is covered they will again provide you with a pre-authorisation number. Present this to the hospital or clinic treating you to ensure fees are billed directly to your insurer.


5. Additional Treatment & Follow Ups

It’s important to keep your insurer informed if you are required to undergo follow-up treatment or appointments.

If, whilst following this process you have any concerns or encounter problems, remember you can call us on 0800 018 3633. We’re here to help, here to give you the personal approach to health insurance.