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Frequently asked questions – new product

 

Below, we've aimed to answer all your questions about our new product. We want you to have a policy that meets your needs, so we recommend that you review your cover on a regular basis to make sure that it does. 

I’ve had this policy for a long time, why are you changing it now?

We’re continuously looking at the healthcare market to ensure that our products meet the needs of the many, for the long term. We’ve analysed the typical claim that is made against our policies and feel that providing cover in different areas would provide better value for the majority of our customers. Our decision making isn’t based on any individual’s use of our plan or claiming history.

What happens if I don’t want the new plan?

Should you not want the new plan you can call our Customer Options team on 0370 908 3304, available 8am till 6pm. They will be able to discuss potential alternative options that may be of interest to you before you decide to cancel your Simplyhealth plan.

With my new policy number, I’m confused about how to make claims online now, which plan do I use to make a claim?

From your renewal date, any new claims will need to be made under your new policy number. For claims prior to your renewal. You need to log into your online account and select your previous policy to then submit your claims.

For any claims where you received the treatment over 2 years ago, these will need to be sent to us via a paper claim form. Just get in touch and we will be able to send one out to you.

Do I have to re-register for an online self-serve account?

NO - you can continue to log into your online account in the normal way. Your account will show your new plan information as well as your previous policy.

You've taken away a benefit I really value, I am not sure I want to continue with Simplyhealth?

We're really sorry you feel this way. When reviewing your product, we have tried our best to move you onto a plan that you will see the most value from based off your previous cover. However, we may have better options available to you, so please call our Customer Options team on 0370 908 3304, available 8am till 6pm. They will be able to discuss with you potential alternative options that may be of interest to you before you decide to cancel with Simplyhealth.

Do I have to re-serve my Qualifying periods again?

No - Any benefits that you previously had cover for, you will not need to re-serve any qualifying periods. However, should you have any new benefits that you were not previously covered for that requires you to serve a qualifying period, you will need to serve this.

Some of the new benefits you've given me I do not see value in, why have you done this?

We're really sorry you feel this way. When reviewing your product, we have tried our best to move you onto a plan that you will see the most value from based off your previous cover. However, we may have better options available to you, so please call our Customer Options team on 0370 908 3304, available 8am till 6pm. They will be able to discuss with you potential alternative options that may be of interest to you before you decide to cancel with Simplyhealth.

What happens if I cancel my Direct Debit as I don't want to accept these changes?

We're really sorry you feel this way. When reviewing your product, we have tried our best to move you onto a plan that you will see the most value from based off your previous cover. However, we may have better options available to you, so please call our Customer Options team on 0370 908 3304, available 8am till 6pm. They will be able to discuss with you potential alternative options that may be of interest to you before you decide to cancel with Simplyhealth.

Why is my policy changing but my partner/family member/friend’s plan is not?

Not all our plans are changing so it's possible that their plan is a different one to yours and is unaffected.

Do I have a choice about this change?

We have selected the product we feel best suits your needs when comparing it to your previous plan. However, if you would like to see if there is an alternative option available to you. You can call our Customer Options team on 0370 908 3304.

I’m not happy about the change, how can I complain?

We’re sorry you are not happy with Simplyhealth. Should you feel that a complaint is necessary our Customer Relations team are here to discuss and investigate your concerns and, if we’ve done something wrong, we’ll do everything we can to put it right. To get in touch, you can:

  • Call: 0370 908 3481
  • Send an email to: [email protected]
  • Start Livechat on our website
  • Write to: Simplyhealth Customer Relations, Hambleden House, Waterloo Court, Andover, Hampshire, SP10 1LQ

We can send full details of our complaint’s procedure upon request.

I haven't really used my plan, why are you making changes?

We’re continuously looking at the healthcare market and ensuring that our products meet the needs of the many, for the long term. We’ve analysed the typical claim that is made against our policies and feel that providing cover in different areas would provide better value for the majority of our customers. Our decision making isn’t based on any individual’s use of our plan or claiming history.

This plan should have been cancelled, why have you continued it?

We're sorry to hear this. We may not have received your request. Please contact us and we will try to resolve this as quickly as possible for you.

You’ve written to me about one of my plans, but I have another plan, is this one being changed too?

If we are making changes to any of your other plans, we will write to you about this separately.

Are you doing this to force customers onto online products?

No, as a Simplyhealth customer you still have a choice on how to use your plan whether that is via online or virtual services, or through physically visiting a health practitioner. The coronavirus (COVID-19) outbreak has significantly changed the healthcare landscape including the frequency and ways our customers access help when they need it. Simplyhealth customers have increasingly been using all the video services available through their health plan – GP appointments, counselling sessions and virtual physiotherapy assessment – all proving to be a vital support during these uncertain times. We’ve introduced more virtual support through our SimplyMe app, helping you to enjoy a happy, healthy lifestyle every day. We have found that many customers have really valued the choice and convenience that online services give them.

I’ve previously told you I’d like communication via email, why have you sent this by letter?

When we asked for your preferred communication method it states that where we can, we will communicate to you via email. This specific communication is important, and we wanted to ensure that you received it. If you have chosen email as your preferred communication choice the majority of our communications to you will be in this format. We’re working hard to ensure all our communications can be sent via email.

It may be worth checking your online communication preferences to ensure that you have selected email as your preference as well as check all your other personal information is up to date. Use our SimplyPlan app or visit Simplyhealth.co.uk/login.

You’ve written to me about a policy I pay for, for my partner/child/family member but I don’t want to pay any more for the cover, how can I stop this?

You will need to get in touch with us to stop your payments. Please call our Customer Options team on 0370 908 3304.

I've been a long-standing customer because I value my plan and services, I feel like you've made unnecessary changes?

We’re continuously looking at the healthcare market and ensuring that our products meet the needs of the many, for the long term. We’ve analysed the typical claim that is made against our policies and feel that providing cover in different areas would provide better value for the majority of our customers. Our decision making isn’t based on any individual’s use of our plan or claiming history.

I continued my payments throughout lockdowns because I wanted to keep my cover, but now you’ve changed it, can I have a refund?

COVID-19 has changed the way our customers work, connect and access healthcare. Our response to these changes has been rapid, putting our customers front and centre, ensuring that they continued to access healthcare with digital launches, were well supported and cared for. We also ensured the costs of these innovations and improvements were not passed on to our customers. 

We continue to see an increase in the use of online assessments, consultations and appointments and we are encouraging claims from virtual sessions which are being settled in line with policy limits. Our health plan continued to offer reimbursement for hospital in-stay, optical wearables such as glasses, prescription sunglasses and contact lenses throughout the pandemic.  Many of our customers used their optical benefit to receive their monthly contact prescription which continued to be fulfilled.  Additionally, the Simplyhealth health plan provides an EAP service, Virtual Physio service and Virtual GP which were all utilised during this period.