Secure Login Help

At General and Medical we are committed to delivering a high quality service to our clients. We understand that at the time of claiming it may be a stressful time for you. With that in mind we would like to offer you a choice of how to make a healthcare claim.

The claiming options you can choose from are:

• Online Claims

  After you have visited your GP, and your GP has advised that you need to be referred to a consultant, you will need to contact your Client Relations Co-ordinator who will clarify some details with you over the phone and if appropriate, direct you to your secure login area on our website. You can complete a claim form online and submit it to our Client Relations Department along with your GP referral. We will then submit your claim to our underwriters for their consideration.

• Traditional Paper Based Claim Forms

  After you have visited your GP, and your GP has advised that you need to be referred to a consultant, you will need to contact your Client Relations Co-ordinator for a claim form. When completed you simply return the form to General and Medical, along with your GP referral letter. We will then submit your claim to our underwriters for their consideration.

• Telephone Claims

  After you have visited your GP, and your GP has advised that you need to be referred to a consultant, you will need to telephone your Client Relations Co-ordinator who will guide you through the claims process.

No matter which method you decide to choose, you can be confident that your claim will receive individual attention from your Client Relations Co-ordinator who will keep you fully informed throughout.

You are displaying symptoms, which are out of the ordinary for you.

You make an appointment to see your GP.

Your GP advises that you need to see a consultant/specialist.

You can

• Telephone General and Medical and speak to your Client Relations Co-ordinator who will clarify some details with you over the phone and if appropriate, direct you to your secure login area on our website.
• Log onto the secure area of our website and complete a claim form online and submit it to our Client Relations Department along with your GP referral (your user name and password will have been sent to you when you took your cover out with us). Completing a claim form is easy, just follow the instructions on screen.

The online claim form needs to be completed by you. We also need to see a copy of your GP referral letter as without sight of your referral letter, our underwriters are unable to consider your claim.

After you have completed the form, we will then submit your claim to our underwriters. Your Client Relations Co-ordinator will contact you to confirm whether your claim is eligible under the terms of your cover.

Should you have any query in relation to your claim at any time, please do not hesitate to contact your Client Relations Co-ordinator, who will be happy to assist you.

You are displaying symptoms, which are out of the ordinary for you.

You make an appointment to see your GP.

Your GP advises that you need to see a consultant/specialist.

You can

• Telephone General and Medical and speak to your Client Relations Co-ordinator who will send you a claim form.
• Log onto the secure area of our website and download a claim form (your user name and password will have been sent to you when you took your cover out with us). Downloading a claim form is easy, just follow the step by step instructions on screen.

The claim form you receive either through the post or via our website will need to be completed by you. We will also need to see a copy of your GP referral letter as without sight of your referral letter, our underwriters are unable to consider your claim.

After you have completed your claim form, please return it to us for submission to our underwriters. Your Client Relations Co-ordinator will contact you to confirm whether your claim is eligible under the terms of your cover.

Should you have any query in relation to your claim at any time, please do not hesitate to contact your Client Relations Co-ordinator, who will be happy to assist you.

You are displaying symptoms, which are out of the ordinary for you.

You make an appointment to see your GP.

Your GP advises that you need to see a consultant/specialist.

You can

Telephone General and Medical to speak with your Client Relations Co-ordinator. Please make sure that you have the following information to hand to answer the following questions:

• What symptoms are you experiencing/What condition do you wish to claim for?
• How long have you been experiencing symptoms?
• Has your GP referred you to a consultant/specialist?
• Do you know the name of the consultant/specialist you have been referred to? If in doubt, you should be able to find this information on the referral letter from your GP. Or you can telephone your GP’s surgery and they will be able to advise you.
• Do you know your consultants General Medical Council Number? (GMC No:)

Your Client Relations Co-ordinator will also ask to post to us a copy of your GP referral letter.

The information you give to the above questions will help determine whether you can proceed with your initial consultation and diagnostic procedure, under the terms of your cover.

Your Client Relations Co-ordinator will be able to tell you over the phone if you can proceed. A letter will also be sent to you as confirmation.

If you are given authorisation to proceed you will be given an authorisation number. This number relates to your initial consultation and diagnostic treatments only.

After you have seen your consultant in respect of your initial consultation and diagnostic procedures and a course of treatment is recommended by your consultant, you will need to contact us again for the second stage of your claim to be authorised.

Please Note: Within the time frame of your initial consultation and diagnostic procedure taking place and any further treatment you may require, General and Medical will require a copy of your referral letter, without this we are unable to take your claim any further.

To enable us to authorise any further treatment, you will need to telephone your Client Relations Co-ordinator and answer the following questions:

• Will your treatment relate to an out-patient/in-patient/or day-case procedure?
• In which facility will your treatment take place? Please ensure that any hospital chosen is within the level of cover you have purchased or there may be a shortfall to you.
• What is the procedure code for the treatment required? Your consultant/specialist will be able to give you this.

Your Client Relations Co-ordinator will be able to tell you over the phone if you can proceed. This will also be sent to you in writing.

If you require any further treatment after your procedure you will need to telephone your Client Relations Co-ordinator and they will be able to tell you if this is covered under the terms and conditions of your policy with us.

To sign up for a General and Medical Member account, you will need to take out one of the General and Medical insurance policies. Your member account will then be automatically created and an ID will be sent to you along with details of how to set up your account password.

Please Note: Your General and Medical password should be at least eight characters long and should contain mixed case alphabetical and numerical characters.

A cookie is a small amount of data, which often includes an anonymous unique identifier, that is sent to your browser from a website's computers and stored on your computer's hard drive.

Each website can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other sites.

Choices about Cookies

• You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is set. (Each browser is different, so check the “Help” menu of your browser to learn how to change your cookie preferences.)
• If you reject all cookies, you will not be able to use our members services that require you to “sign in,” and you may not be able to take full advantage of all facilities.

General and Medical Practices Regarding Cookies

We use our own cookies for a number of purposes, including to:

• Access your information when you “sign in”, so that we can provide you with customized content, such as the members area.
• Keep track of preferences you specify while you are using our services.
• Require you to re-enter your ID and password after a certain period of time has elapsed to protect you against others accidentally accessing your account contents.

For further information, please read our full cookie policy.

Accurate information is important in case you ever forget your ID or password. We will need to confirm your identity using for example, your postal code that you provided when you took out our insurance.

Once we've confirmed your identity, we'll send your ID to the email address listed on your account. If you need a new password, you can also have this sent to your email account that we hold on record by answering some questions.

If you have entered any of this information incorrectly, we will not be able to remind you of your password.

You can reset your password by clicking on the Forgot Password link. You will be asked for the email address or mobile phone number registered on your account.

We will then send you a password reset code. If you have changed your email address and/or mobile phone number details or they are incorrect, we would ask you to telephone 0800 970 9442 to speak to your Client Relations Co-ordinator to assist you further.

Similarly, if you have forgotten your reference/registration, please contact us on the above number.

There are several reasons you may be getting the “Invalid Password” error message:

• Set your CAPS LOCK key correctly. Passwords are case sensitive, (meaning that “PASSWORD”, “PaSsWoRd”, and “password” are not equivalent), so be sure to keep this in mind when entering your password.
• Wait up to 24 hours. If you recently took out one of our insurance policies, this will allow your account to update.
• Delete your cookie files. A cookie is a small piece of information stored by your browser that helps identify you. If your cookie is not being accepted correctly, you will be logged out of your account as soon as you move to a different page. This may be blocking your current ability to log in or stay logged in.
• To delete your cookies, close all browser windows, find the “cookies” directory, and delete the cookie files inside. As always, make sure that you have selected the proper files before deleting. Further help is available in your browsers help section
• Clear your browser's cache. At times it's necessary to clear your browser's cache. The cache is the memory your browser uses to store content of the web pages that you visit. Storing that content lets your browser load those same pages more quickly the next time you visit them.

If you're still having problems, please read 'How do I change my password?' below.

If you would like to change your password, just log in to members area with your current password. Then:

• Click on the “Change Password” link.
• Enter your current password in the first box.
• Enter your new password (as you would like it to be) in the second box.
• Confirm your new password in the third box.
• Click the “submit” button.

Please Note: To better protect your account, make sure that your password is memorable for you but difficult for others to guess. For security purposes, your new password should be at least eight characters long, contain mixed case alphabetical and numerical characters (remember that your password is case sensitive) and special characters such as +, ?, and *.

Your General and Medical account is active all the time that you hold an insurance policy with us. If you cancel your insurance policy or your policy expires then your General and Medical account will automatically be deactivated and after a certain period deleted from our servers.

You can not personally delete you account whilst you have one of our policies.

To view your information from a different location or a different computer, log in with the same General and Medical ID and password that were supplied to you. You don't need to re-register.

Be aware that when you log in a cookie is set on your computer. Once the cookie is set, you don't need to log in again.

If you do not want a cookie stored on this computer, just click “Sign Out” at the end of your session to clear the login cookie from the computer's hard drive.

General and Medical takes your privacy seriously.

Our privacy policy covers how General and Medical treats personal information that General and Medical collects and receives. Personal information is information about you that is personally identifiable like your name, address, email address, or phone number, and that is not otherwise publicly available. This policy does not apply to the practices of companies that General and Medical does not own or control, or to people that General and Medical does not employ or manage.

For further information, please read our full privacy policy.

General and Medical collects personal information when you register with General and Medical, when you use General and Medical products or services, when you visit General and Medical's internet pages or the pages of certain General and Medical partners. General and Medical may combine information about you that we have with information we obtain from business partners or other companies. Once you sign in to our services, you are not anonymous to us. General and Medical may collect information about your transactions with us and with some of our business partners, including information about your use of our website. General and Medical automatically receives and records information on our server logs from your browser, including your IP address, General and Medical cookie information, and the page you request. General and Medical uses information for the following general purposes: to customise the advertising and content you see if any, fulfill your requests for products and services, improve our services, contact you, conduct research, and provide anonymous reporting for internal clients.

General and Medical does not rent, sell, or share personal information about you with other people or nonaffiliated companies except to provide products or services you've requested, when we have your permission, or under the following circumstances:

We provide the information to trusted partners who work on behalf of or with General and Medical under confidentiality agreements. These companies may use your personal information to help General and Medical communicate with you about offers from General and Medical and our marketing partners. However, these companies do not have any independent right to share this information.

General and Medical does not provide any personal information to the advertiser when you interact with or view a targeted ad. However, by interacting with or viewing an ad you are consenting to the possibility that the advertiser will make the assumption that you meet the targeting criteria used to display the ad.

You can edit your General and Medical Account Information, at any time.

We reserve the right to send you certain communications relating to the General and Medical service, such as service announcements, administrative messages and a General and Medical Newsletter, that are considered part of your General and Medical account, whilst offering you the opportunity to opt-out of receiving them.

We limit access to personal information about you to employees who we believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs.

Your General and Medical Account Information is password-protected.

In certain areas General and Medical uses industry-standard SSL-encryption to protect data transmissions.

To further safeguard the privacy and security of your General and Medical account, please refer to the following guidelines:

• Choose your password wisely. Choose a password that you will remember but that cannot be easily guessed, even by those who know you. Passwords are case sensitive and can include numbers and special characters in any combination. You can use these combinations to make your password more difficult for others to guess (example: bullfrogs becomes Bu!!frog$). Do not share your password with anyone.
• Change your password when necessary. If at any time you become concerned about the security of your password, you can always change it online. For more information on how to change your password, please read 'How do I change my password?' above.
• Always sign out completely. If you use a public or shared computer, it's important that you always sign out completely at the end of each General and Medical session by clicking the “Sign Out” link. Make sure to clear the browser's cache and then re-start the browser at the end of each session. Doing this will remove the possibility that another person could use the same computer to view any of the contents of your account.
• Clear your browser's cache. Your browser's cache contains copies of the web pages you have recently visited and stores these files on your hard drive. To learn how to clear your browser's cache, please read How do I clear my browser's cache?

Please Note: Your General and Medical ID and password are your own confidential information. No General and Medical employee will ever ask you for your password in an unsolicited phone call or email message. Do not share your password if you are ever asked for it.

General and Medical uses Industry-standard SSL encryption, a technology created for managing the security of message transmissions on the Internet that protects the data you transmit. Secure connections to the General and Medical website are denoted by a padlock icon, normally found at the top of your browser window.

If you receive browser warnings when going from secure mode pages to non-SSL General and Medical sites, it is most likely a warning that you are switching servers. As long as your data is entered on a secure mode page, it will only be transmitted to a General and Medical SSL server.

Secure mode is not supported by all browsers. You may need to download the latest version or upgrade your browser to take advantage of secure sign-in.