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.
If Health Shield’s Head Office is closed, how do I post my paper claim?
All paper claims can now be scanned and emailed to email@example.com. To process your claim as quickly as possible, please put ‘PAPER CLAIM’ in the subject title. Paper claims can be submitted using this email address for the following benefits:
- 1. Maternity
- 2. Hospital
- 3. PMI excess claims being paid to a 3rd party
- 4. Critical illness
Please remember to refer to your Membership Plan to check you are eligible to claim before sending us your claim. Any receipt-based claims which are usually submitted via the Members’ Area must continue to be submitted in this way. These claims will NOT be accepted via email.
How long will it take to process my paper claim?
We’re dealing with all claims as quickly as possible but are unable to specify a definite length of time. Please be assured we’re doing our best for all our Members and your patience is much appreciated.
Can I get tested for Coronavirus privately on my health cash plan?
As Coronavirus is classed as a pandemic any treatment related to this, on or after 11th March 2020, is not covered by your health cash plan.
Can I still claim for cancelled appointments?
If treatments are cancelled for reasons relating to COVID-19, claims for rearranged treatments can still be submitted based on the date you received the treatment and from that relevant benefit year. Members will be able to claim for the treatment in that benefit year, previous benefit years are not eligible to claim for.
Is Health Shield still operating as normal?
The Customer Care team are taking calls from 8am to 4pm, Monday to Friday. All information relating to your health cash plan can be accessed 24/7 by logging into the Members’ Area. Claims can still be submitted online. Paper claims can be scanned and emailed to firstname.lastname@example.org. Please remember to add ‘PAPER CLAIM’ in the email subject title.
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