Your quick guide to claiming

Coronavirus (COVID-19) outbreak

If you need to book a specialist appointment or medical treatment we aim to keep things as hassle-free as possible to make a claim - simply use this quick guide.

If you're accessing emergency treatment, make sure you or someone you know lets us know as soon as possible.

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Contact us before booking an appointment or treatment

Firstly, contact us to check that you’re covered and to go through any questions you may have. Sometimes, we request more medical history and ask you and your medical practitioner to complete a Medical Information Form.

Send us a message via your online account – the easy way to manage your claim or, call us on +44 (0) 1892 556 274*

Our team are available 24/7, 365 days a year.

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Pre-authorise your claim

Our approval to cover your appointment or treatment is called pre-authorisation. Once you have pre-authorised your claim, we send your healthcare provider a guarantee of payment.

Take your claim pre-authorisation number with you to your appointment and ask the healthcare provider to send any invoices to us for payment.

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Relax and get better soon

The most important thing is for you to get well. After you've seen your healthcare provider, we arrange to pay them directly wherever possible for In-patient and Day-patient treatment. It’s that simple – and it means you can concentrate on getting better.

For Out-patient treatment you’ll usually need to pay your healthcare provider upfront and we reimburse you for eligible treatment. For example, you’ll normally pay on the day when you visit a medical practitioner.

Log in/register to your online account

Your online account is the easiest way to manage your plan, search healthcare providers, make claims and stay in touch.


Second medical opinion

The option of a second medical opinion when you're not sure about a complex or serious diagnosis can be invaluable. That's why we've teamed up with independent health consultants to provide a full review of your diagnosis and treatment plan, giving you extra reassurance when you need it most, wherever you are in the world.

Emergency Assistance

If you are injured or taken ill suddenly and the local medical facilities you’ve been admitted to are not adequate to treat you, then our evacuation and repatriation service will become available to you.

Call +44 (0) 1892 513 999*

*Lines are open 24 hours a day, seven days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.