As a modern mutual our aim is to ensure we put our members’ interests at the heart of everything we do. This applies equally to the way in which we handle any claims you may need to make.

Our objective is to make your claim as simple, straightforward and pain-free as possible and, in order to help achieve this, we regularly ask for feedback from our members, should they need to contact us to make a claim.

Make a claim

Our promise to you should you need to make a claim is that, whether you choose to contact us by phone, email or post, the matter will be dealt with directly by a trained claims handler who will maintain contact with you throughout the process.

Our claims handling team is made up of trained specialists with an average of 10 years or more experience, so you can rest assured that they will look to make the process as smooth and efficient as possible.

All of your correspondence with us and any documents required to handle your claim will normally be processed within 48 hours however, due to the current situation surrounding COVID-19, we may take up to five working days to process your submission. A member of the claims team will ensure that you are kept up to date with the progress of your claim, and provided with guidance and information as and when you need it.

  • Contact us as soon as possible

    You can do this easily by submitting your claim online. If you need to contact us by phone or email to discuss your claim, you will need to provide your name, address, postcode and plan number.

  • Complete and submit your claim form

    Please complete the online claim form. If you are unable to complete this yourself, you can ask a member of our claims team for help, who will complete the form with you over the phone. Please submit your form online as soon as possible along with any other essential paperwork to support your claim. This will help us to deal with your claim promptly.

    Make a claim

  • Essential paperwork

    Once you have submitted your claim form, the team will be in touch via email to request any essential paperwork needed to support your claim. These documents are listed on the first page of the claims form. Please ensure that you have the documents available, this will help us to deal with your claim promptly.

  • Assessing your claim

    When we have received your claim form and all of the supporting documents required, we will then assess your claim. This may include writing to your GP, employer or any involved parties to help us process all your information.

  • Keeping you up to date

    Once your claim has been assessed you will be informed promptly of the outcome and all approved claims will be paid on the next available payment date, which is ordinarily the 5th or 20th of each month.