Managing your plan

This section covers questions about managing your plan, including updating details and changing your cover. 

To speed things up, we've included direct links within the FAQs so you'll be taken to the correct information within your account when you click them.

Plan details

When can I start using my plan?

When do my benefits reset?

Can I use my spouse or child's entitlement, if they don't use it?

How will you communicate with me about my plan?

What are we doing to deliver a gender-neutral customer experience?

How do I make a complaint?

Updating your information

What happens if my personal details change, and how do I update them? 

How do I update my bank details?

How do I update my sign-in details / change my password?

How do I update my marketing preferences?

Changing level of cover

Can I change my level of cover?

How often can I change my level of cover?

Can I add or remove someone from my plan?


What is a renewal?

When will you tell me about my renewal?

What do I need to do at my renewal?

Does my plan auto-renew?

Where will I find my renewal documents?

How will you send me my renewal documents?

Why has my premium changed at renewal?

Cancelling your plan

How do I cancel my plan?

Is there a 'cooling off' period?

I have a health plan through my employer. What do I need to do if I'm leaving my workplace?

You might also be interested in...

Man working at laptop from home


Covering how to make a claim, claim status, claim payment, etc.

Woman smiling and using a payment card


Covering what you can claim for, what entitlements you have left, where to find your Table of Cover, etc.

Can't find your answer?

Our Help and Support hub is always evolving and we know we may have missed a few questions. If you can't find what you need, please reach out and get in touch with our team.