Your questions answered
How to claim on health insurance
How do I make a claim?
Which hospitals can I use?
If you are a member, you can find your hospital and more information on your health section in the Member Zone.
Some consultants can send you for diagnostic tests and scans to a number of hospitals, so please always check that the hospital suggested by your consultant is available on your plan.
If you decide to go to a hospital that’s not on your hospital list, you’ll need to pay 40% of the cost of your treatment, excluding your consultants’ fees.
Do I need to pay anything towards my treatment?
In most cases we’ll pay the healthcare provider direct. If you have an excess on your plan, you’ll have to pay this directly to the provider. We’ll let you know exactly when you need to pay this.
How we deal with chronic conditions
What's a chronic condition?
A chronic condition is a disease, illness, or injury that has at least one or more of the following characteristics:
- Ongoing or long-term monitoring through consultations, examinations, check-ups, and/or tests
- Ongoing or long-term control or relief of symptoms
- Rehabilitation or for you to be specially trained to cope with it
- Continues indefinitely
- No known cure
- Comes back or is likely to come back.
However, cancer treatment is covered on our plans. See our terms and conditions.
What happens if I develop a chronic condition?
What happens if my condition gets worse?
Even if we withdraw cover for a chronic condition, it doesn’t mean we’ll withdraw cover forever. If your condition gets worse and it’s not part of the normal progress of the illness or a recurring relapse, we may cover the treatment you need to return you to your state of health before your condition worsened.