Here are the answers to the most common questions we get asked by our customers, but if your question isn’t on the list please just contact us.
For Member Covid-19 FAQs, please click here.
General Customer FAQs
Where can I find my customer number?
You’ll find it in your welcome pack, on your last claims payment notification, or on any communications you’ve received from Health Shield. You can also get your customer number sent to your registered email address by clicking here. You can also contact our Customer Care team; you’ll just need to provide a few essential details such as your name, date of birth and postcode.
Where can I find a list of Accepted Qualifications?
With the exception of dentists and opticians, you should check that your health practitioner has the required qualifications accepted by Health Shield before you book your appointment. You can check out the list of accepted qualifications.
How can I add a partner or a child to my plan?
Simply refer to your Welcome letter that you would have received when you first became a customer, or contact your HR team.
If I leave my current job, can I continue with my membership plan?
You won’t be able to stay in your current scheme, but you can get in touch with our Customer Care team to find out the options available to you.
Is my family also covered?
Dependent children in full-time education are covered for free up to the age of 18, 21 or 24. The age they're covered up to depends on your plan. Please see your welcome pack for full details about their cover and entitlement. To make claims for your partner, you’ll need to be contributing at the ‘You and Your Partner’ level of cover.
Your partner and any dependent children must be registered with Health Shield. Please check your details within your personal profile on your Customer Area. If they’re not registered, simply refer to your welcome letter or contact your HR team to get them registered.
When will my claim be paid?
We aim to process valid claims within two working days of receiving them. Once you’ve received notification of a claim payment, please allow three working days for the BACS transfer to show as a credit in your account.
Why hasn’t my claim been paid?
If your claim hasn’t been paid, you may already have received your maximum annual entitlement. Alternatively, we might not have received all the information we needed to process it. If necessary, we’ll return the claim to you, advising you of the additional information we need to process your claim. You can check your benefits and maximum levels within your Customer Area.
How many times can I claim in one benefit year?
There's no limit to the number of claims you can submit. Benefits will be paid at the appropriate rate, up to your maximum entitlement in any one benefit year. We pay claims in the benefit year according to the date you received treatment or were admitted to hospital.
What are the benefits of going paperless?
You’ll receive your information faster by email rather than post, and there’s less chance of misplacing your documents as you can save them on your computer. So sign up to go paperless via your Customer Area.
Making a claim
The quickest and easiest way to claim is online via your Customer Area.
Once you’re registered, you’ll be able to view all your policy details and claim online. Plus, you’ll get access to your “MyWellness” benefits.
Customer LoginLogin / register
Prefer to claim by post?
Remember to include the original receipt or get your form stamped by the hospital (if claiming for hospital benefit).Download claims form