Who to contact

If you have arranged your scheme via an intermediary please contact them in the first instance.

Schemes with Age Rated underwriting (predominantly schemes with 2-99 members)

Our direct customers have access to the customer management team (CMT), who are here to make things as easy as possible for you —from answering any questions you may have, to making sure your company’s scheme is running smoothly and that you’re in possession of all the facts you need.

The team:

  • Answers any queries you might have regarding your company’s policy, cover or premium
  • Makes sure you know about all the additional benefits contained in the policy
  • Reminds you when it’s time to renew — and checks all your details are still correct
  • Looks at ways we can keep premiums competitive
  • Helps you add any new starters to your policy
  • Informs you of any important policy changes

Customer management team on 0800 015 1080

Calls may be monitored and/or recorded

8.30am - 5.00pm Monday to Thursday
8.30am - 4.00pm Friday

Making a claim

If one of your members needs to make a claim they should contact our customer services team.

Customer services team on 0800 158 3333

Calls may be monitored and/or recorded

8.00am – 7.00pm Monday to Friday
8.00am – 1.00pm Saturday

Remember we are here to help. If you or any of your members have a query, just pick up the phone and call us.

Schemes with Experience Rated underwriting (predominantly schemes with 100 or more members)

The corporate relationship management (CRM) team is our customer service based team supporting group administrators. They deal with your intermediary, sales consultant and our claims team to ensure you and your members receive the best possible service.

The team:

  • Assists with the smooth management of new or ongoing claims
  • Ensures that new members are added correctly and any changes are accurate. Changes requested by either your intermediary or yourself will be actioned within five days of the request
  • Owns member audits, and liaises with relevant departments to ensure the data is accurate
  • Discusses key policy details and resolves any queries
  • Builds and maintains a relationship with you.

Corporate relationship management

Tel: +44 (0) 845 300 4894
Fax: +44 (0) 2380 378 197

Calls may be monitored and/or recorded

Remember we are here to help. If you have a query, just pick up the phone or email us.

Continued cover for members leaving your company scheme

If a member leaves your company, they may wish to continue cover on an individual basis. If so, please print off these details of who to contact and ask them to contact the customer management team to discuss their options. This highly experienced team has a wealth of knowledge ensuring expert advice is on hand.

The customer management team can:

  • Talk through the alternatives available and explain things in simple terms
  • Explain any differences between hospital facilities
  • Discuss any queries regarding premiums.

We recommend all scheme leavers take advantage of this excellent service.

Customer management team - 0800 015 1080

Calls may be monitored and/or recorded

8.30am - 5.00pm Monday to Thursday
8.30am - 4.00pm Friday

Cause for complaint

Details for if you have cause for complaint.

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