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COVID-19 FAQ
Your information hub about Coronavirus
In these unsettling times, we appreciate you may have some questions regarding COVID-19 and your health insurance policy. Your health and wellbeing is our top priority and we want to reassure you that we’re doing everything we can to support you. We have produced a useful guide including some FAQ’s in the hope it provides you with some peace of mind.
Yes, we are operating as normal to deal with your enquiries or claims. All the points of contact you would normally use are still available.
We are available as normal. If you wish to speak to someone please use our usual telephone number, during the hours 8.45am to 5.15pm Monday to Friday, however, you may find that between the hours of 9.30am to 4.30pm we are a little less busy. If however, you find the phone line busy please bear with us.
Yes, we offer a full range of policies in the usual way.
Yes, you are able to claim in the usual way.
Yes, but with some temporary restrictions or delays to some treatments;
- We are in daily contact with private facilities throughout the UK and have been notified that elective procedures will be suspended over the next few weeks as many beds are required to support the NHS to deal with the expected increase in patients requiring treatment for the virus. This will, of course, reverse once the virus is controlled.
- Urgent private treatments for life-threatening conditions will continue where facilities are available.
- Private Cancer treatments will continue where facilities are available
- Treatments for other or minor medical conditions may be available depending on the availability of facilities.
- All other benefits under your policy are available including 24/7 GP helpline services, Counselling Services and Cash Benefits etc. remain available and unaffected.
Please contact us so we can help to get things back on track with timescales etc.
Yes, we are supporting our members with a range of options to without the risk of re-underwriting if the policy is cancelled.
Supporting Our Customers
EAP
We’ve upgraded all our business health insurance products to include EAP (Employee Assistance Programme) EAP is an additional support programme for staff and members. Services include face to face counselling sessions, 24-hour HR and line manager helpline and critical incident support for traumatic experiences such as fire, theft and explosions.
24-Hour GP Advice Line
Our 24-Hour GP Advice Line is available across all our business health insurance products. This helpline operates 24 hours a day, 7 days a week. If your employees are experiencing health concerns or can’t their own GP, they’ll be able to speak directly to one of our GPs or specialist doctor from the comfort of their own homes. Our doctors can even send prescriptions directly to the door or a local pharmacy.
24/7 Health & Wellbeing Services
We are pleased to include 24/7 Health and Wellbeing Support within all of our business health insurance policies, offering additional reassurance to your members and their families. Complimentary services including telephone counselling, self-help programmes and medical information.
Where can I get updated information about Novel Coronavirus?
The World Health Organisation is providing regular updates about Novel Coronavirus.
National and regional health authorities are also publishing local guidance on their websites, including Public Health England.
Travel information
The Foreign and Commonwealth Office (FCO) advises British nationals against all but essential international travel.
- Any country or area may restrict travel without notice.
- If you live in the UK and are currently travelling abroad, you are strongly advised to return now, where and while there are still commercial routes available.
- Many airlines are suspending flights and many airports are closing, preventing flights from leaving.
If you’re worried about existing travel plans abroad, check with your airline or travel provider.
Visit Foreign Travel Advice to find out more.
Do not go to your GP surgery, pharmacy or a hospital
- If you need medical help for any reason, call 111
- If you have symptoms of coronavirus (high temperature or a new, continuous cough), use the 111 coronavirus service.
If you’re in Scotland, call your GP or 111 out of hours.
If you’re in Wales or Northern Ireland, call 111.
If you have any other questions please contact us.