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Your questions answered

Explore frequently asked questions

  • Why should I choose health insurance?

  • What is health insurance and how does it work?

  • What to consider before buying health insurance

  • How much does it cost and how do I get it?

How to claim on health insurance

Find out how to make a claim with our guide here

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.


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

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.

We’ll pay for any consultations and diagnostic tests to find out the cause of your symptoms, providing your plan covers them. We’ll also pay for any initial hospital treatment you need to stabilise your condition. Later, if the treatment you’re receiving seems only to be monitoring your state of health or keeping the symptoms of your condition in check, rather than actively curing it, we’ll talk to you and your GP or consultant about your condition and treatment. In those circumstances, we’ll ask for your consent first. If we decide to withdraw cover, we’ll always take your current circumstances into account. We’ll never withdraw cover without giving you a reasonable amount of time to make alternative arrangements.

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.


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