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COVID-19 FAQs

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;

  1. 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.
  2. Urgent private treatments for life-threatening conditions will continue where facilities are available.
  3. Private Cancer treatments will continue where facilities are available
  4. Treatments for other or minor medical conditions may be available depending on the availability of facilities.
  5. 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 without the risk of re-underwriting if the policy is cancelled.

Supporting Our Customers

24-Hour GP Advice Line

Our 24-Hour GP Advice Line is available across our Lifestyle and Elite policies. This helpline operates 24 hours a day, 7 days a week. If you have any health concerns or can’t see your own GP at the moment, you’ll be able to speak directly to one of our GPs or specialist doctor from the comfort of your own home. Our doctors, where applicable, can also send prescriptions* to your local pharmacy and provide sick notes for when you are not well enough to work.

24/7 Health & Wellbeing Services

We are pleased to include 24/7 Health and Wellbeing Support within all of our Private Health Insurance policies, offering additional reassurance to you and your family. You’ll be able to access a number of 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.

Medical help

If you need to contact a GP, do not go into the surgery in person.

You can:

  • Visit the GP surgery's website, or use an online service to contact your GP – find your GP surgery to get its website details
  • Call your GP surgery

Your GP surgery will then give you advice about what to do. You'll only be asked to visit the surgery if absolutely necessary.

If you're advised to go to hospital, it's important to go. Keep going to any appointments you usually have, unless you're told not to.

  • If you need urgent medical help, use the regular NHS 111 online service.
  • For life-threatening emergencies, call 999 for an ambulance.
  • Try to avoid going straight to A&E instead of calling an ambulance.

If you have symptoms of coronavirus (high temperature or a new, continuous cough), use the 111 coronavirus service.

If you have any other questions, please contact us.

*Charges may apply.

What's next?

Our Private Health Insurance has been designed to suit all needs and budgets, take a look to see what covers we have available. You can also enhance your private healthcare cover to include pre-existing conditions, include in-patient mental health treatment and more.

Get a quote Find out more

Contact us

To find out more about how we can help you then give us a call and a member of our friendly team will be on hand to help out.

Request a callback