Managing your plan

Your plan is ready to use as soon as you join. Please note that some of our plans do have a qualifying period, which is explained in your Terms and Conditions. To find out more, see our Claiming section.

You can find your important policy dates under ‘My Policies’ in your online account:

• Policy start date - The date you joined Simplyhealth

• Claiming year start date - The date your entitlements refreshed

• Renewal date - The date your policy is due to be renewed

If you haven't registered for an online account yet, you can find out how to do so here.

Your benefits and entitlements reset at your renewal date. You can check when your renewal date is in your online account, or for future reference, sign in and go to ‘My Policies’. Your renewal date is shown at the top of the page.

If you haven't registered for an online account yet, you can do so here.

We also have a helpful guide providing step-by-step instructions on registering and using your online account.

All of our health plans work by providing each person named on the plan with a maximum amount they can claim back for each benefit during the claiming year. If the full amount they're entitled to isn't claimed back, the unused entitlement can’t be transferred to another person on the plan.

We’ll contact you by email when we have a new update or information to share about your plan. If we can’t contact you by email, we’ll write to you.

If you’re not able to receive information about your plan by email, get in touch using our contact us form to see how we can help.

All your important documents are available to access under the ‘My documents’ page in your online account. Your Renewal Document will also be added to this page under the ‘Other documents’ section at least 30 days before your renewal date.

If you haven’t registered your online account yet, it’s easy to get started. We've created a guide to registering, signing in, and managing your Simplyhealth online account.

We want every customer experience to feel comfortable and inclusive. We respect the fact our customers are individuals, and they may not fit easily into one category regarding gender and other aspects of their identity.

We know we have work to do for our systems to reflect this in every customer interaction. This is an immediate priority for us as a business. Please bear with us while we implement change, and accept our apologies for any upset or offence caused by the limitations of our current provision.

We may not always get it right, but we're determined to improve.

In order to make sure we can provide you with the right information and resolve your issue as quickly as possible, please take a look at our complaints process and use the relevant contact details.

Our complaints process

Make sure you tell us if there are any changes at your end, we need to make sure we hold the right details for you so you don't miss updates about your plan or receive communications that may no longer be appropriate.

It’s easy to check if your personal information is up-to-date through your online account.

To get started, sign in to your online account by clicking 'My Account' at the top of this page, and entering your details. Then select 'Personal Details' when the dashboard comes up. This will bring up your personal information, which you can edit by clicking the 'Edit these details' button. Once you've finished editing your details, click 'Save all settings'.

If your email address is missing or needs updating, please add it when editing your personal information. It's our favourite way of keeping in touch because it's faster for you, and means less paper for us!

IMPORTANT – if you change your email in Personal Details, this will only update where we send communications to. This won’t change the email you use to sign in. If you want to update your login details, do that here.

When you confirm your new email address, we’ll send you a verification email with the subject ‘Simplyhealth Change of Email Address'. Within this email will be a code that you will need to copy, then click ‘Confirm email verification code’. Enter the code into the field on the screen and click 'verify code'.

If entered correctly, you'll see an on-screen prompt saying: "Success - Email Address has been verified."

You can change the bank details you have registered with us through your online account.

Just follow this link to your Bank and Payment Details or click Sign in from the My Account button at the top of this page, then enter your details. Once you've signed in and on the dashboard, click the silhouette (with your name next to it) in the top right corner and select 'Bank details' from the dropdown.

To update your details, click 'Change bank details' and fill in the fields. This change will update both how you pay for your plan and where we pay your claims into.

Please note: If you've changed your Direct Debit details, please be aware that if your next payment date is due within three working days, this will be collected from your previous details.

If we're unable to collect your premium, we'll collect any outstanding premiums the following month. We'll let you know before we do this.

You can update your sign-in details and change your password within your online account.

If you've forgotten your password, you can reset it here or click 'Forgot your password?' on the login page.

To update the email you use to sign in to your online account or SimplyPlan app, follow this security settings link within your account and scroll down to the Change my email section. For future reference, sign in to your online account and find Security Settings by clicking on the icon at the top right of the screen.

When you confirm your new email address, we’ll send you a verification email with the subject ‘Simplyhealth Change of Email Address'. Within this email, there'll be a code that you will need to copy, then click ‘Confirm email verification code’. Enter the code into the field on the screen and click 'verify code'.

If entered correctly, you'll see an on-screen prompt saying: "Success - Email Address has been verified."

You can change your marketing preferences in the personal details section of your online account. You can access your personal details section through this link.

If you're using the SimplyPlan app, once you're signed in, click the icon in the top right corner and select personal details.

To make changes, simply click 'edit details' and then ‘Save all changes’ when you’re finished.

A change to your level of cover means you move to a higher or lower monthly premium, and the amount you can claim back for each benefit goes up or down. This comes in handy if your budget changes or if you think you’ll need to claim back more treatment and services in the next 12 months.

You can’t make these changes online at the moment, but we’re working on getting this ready for you soon. Until then, we’re here to help. Just send us a message here confirming what level of cover you’d like to move to, and we’ll get back to you by email.

Not sure what level is the right one for you? No problem. Call our Customer Options team today on 0300 100 1194, and they can help you review your plan.

Important - If the company you work for pays for your plan for you, you'll need to contact your HR department to make the change

You can make a change to your level of cover at your renewal date, and we’ll remind you to think about any changes you want to make in your renewal document at least 30 days before your plan renews. We know things change, so you can also make an additional change to your plan after your renewal date.

Please check your Terms and Conditions for further information. Click here to find your policy documents, or go to 'My Documents' once you’ve signed in to your online account.

You can’t make these changes online at the moment, but we’re working on getting this ready for you soon. Until then, we’re here to help. Just leave us a message here, letting us know the name and date of birth of the person you’d like to add or remove, and we’ll get back to you by email.

Important - If the company you work for pays for your plan for you, you'll need to contact your HR department to make the change.

A renewal is the date at which your current terms of cover end and your new terms of cover begin. This is the point at which you decide if you want to continue with your plan or make any changes to it.

We’ll contact you by email at least 30 days before your renewal date to tell you about the terms of the policy for the next 12 months. This email will contain a link to the ‘My documents’ page of your online account. You will need to sign in or register before you can view your policy documents. Your Renewal Letter will be under the 'Other documents' section of this page.

If we are unable to contact you by email, or we can see you didn’t receive our message, we’ll send you the information by post.

When you receive our email to let you know your renewal documents are ready to view, you’ll need to follow the link in the email and sign in or register to view these.

Your Renewal Letter will tell you about the terms of your policy for the next 12 months (including any changes to the policy rules, benefit levels, or premiums). Make sure you take the time to read them, giving careful consideration to any significant differences or limitations. Remember, this is your opportunity to check what is and isn’t covered and how to make the most out of your plan.

In addition to your Renewal Letter, please review your other Policy Documents, including your Terms and Conditions to help you fully understand the cover you have with Simplyhealth.

If you’re happy with the information we’ve sent, we will automatically renew the policy at the renewal date. The policyholder does not need to do anything.

If you want to talk to us about your renewal or make any changes to your plan, you can message us, and we’ll get back to you shortly.

Yes, your plan will auto-renew if no action is taken.

We’ll contact you by email at least 30 days before your renewal date to tell you about the terms of the plan for the next 12 months. If you’re happy with the information we’ve sent, you don't need to do anything.

If you want to talk to us about your renewal or make any changes to your plan, you can message us, and we’ll get back to you shortly.

Your renewal documents can be found through your online account. Sign in and go to the ‘My documents’ section.

We’ll send you an email once your renewal documents are ready to view, along with a link to take you straight to them.

If we are unable to contact you by email, or we can see you didn’t receive our message, we’ll send you the information by post.

A link to your renewal documents will be sent to the email address we have registered in your contact details and will also be accessible through your online account.

To access the documents through your online account, sign in and go to the ‘My documents’ section at least 30 days before your renewal date.

We’ll send you an email once your renewal documents are ready to view, along with a link to take you straight to them.

If we are unable to contact you by email, or we can see you didn’t receive our message, we’ll send you the information by post.

We review our products, services, and the premiums we charge every 12 months.

Whilst we try to keep increases to the cost of our products manageable, there are a number of factors that contribute to increased premiums outside of our control, including:

• The rising cost of healthcare, which results in an increase in the average cost of claims that we pay out

• The cost to procure third-party services

We’re sorry to hear you’re thinking of leaving us. Most of our plans are 12-month contracts that renew each year on the date you signed up or any other agreed renewal date. If you have a 12-month plan, you can cancel in the 14-day ‘cooling off’ period when you first join or the day that you receive your policy documents if that is late, or within 14 days of the renewal date

If you're worried or facing financial difficulties, we’re here to support you. Please give us a call on 0370 908 3304, Monday to Friday 9am-6pm (but not bank holidays). Our team of experts are on hand to discuss alternative options and may be able to reduce the cost of your monthly payments.

Alternatively, you can complete our contact form to tell us why you are thinking of leaving, we can then provide some alternative options via email within 3 working days (please check your junk emails for any replies in case they our response lands in the wrong folder).

Yes, there is. You can cancel your policy for any reason by notifying us during the 14-day ‘cooling off’ period, which begins on the start date or the next renewal date, or the day that you receive your policy documents if that is later.

You can find the start date and the renewal date under 'My Policies' at the top of the page.

We can help you stay covered. We’d love to have a chat with you to see what we can offer. Give our team a call on 0370 908 3304 (Mon to Fri, 9am - 6pm).

Alternatively, you can send us a message with a full description of your query, and we’ll get back to you by email.