Frequently Asked Questions - Simply Personal Accident Plan

Your questions answered

We've answered some common questions about the Personal Accident Plan for individuals.

If you're an existing customer please refer to your policy documents for more information. If you still can't find what you're looking for, please call our customer services team on 0370 908 3481.


Contacting us


How do I claim?

If you need to make a claim call us on 0370 908 3481 as soon as possible, to submit your claim information. If you are unable to make the call yourself, someone else can contact us on your behalf.

Any delay in reporting a claim will affect how quickly we can deal with your claim, so please contact us as soon as possible.

Full details about claiming can be found in your policy documents.

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How much am I entitled to claim?

This will depend on your level of cover and the nature of your injury. Children are covered for half the benefit amount of adults (except in case of the accidental death benefit, dental accident and funeral benefit where specific child limits apply as set out in the table of cover).

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Are there any restrictions in relation to my age?

No benefit will be payable for permanent total disablement if you are aged 65 or over and not in paid employment or aged 75 or over and in paid employment.

If you are aged 65 or over, other benefits will be paid at 50% of the amount shown in the table of cover, except funeral and dental accident benefit which will be paid in full.

Cover will automatically end when you reach age 85.

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Can I cancel my plan at any time?

You can cancel your plan by writing to us, providing one month's notice.

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Contacting us

How can I contact you?

Contacting our UK call centre by phone:

Our Customer Services team is available on 0370 908 3481 Monday to Friday 8am to 8pm Saturday 8am to 5pm.

Contacting us by email

Please email us at: [email protected]

For existing customers: To be able to answer your query we need the following information for data protection purposes: your full name, date of birth, first line of address, postcode, policy number (if you know it) and daytime contact number.

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How do I make a complaint?

FirstAssist Insurance Services, a trading style of Cigna Insurance Services (Europe) Limited, is responsible for complaints arising out of sections A to E of the policy and the administration of claims under that part of the policy. If your complaint is in connection with sections A to E of the policy and it is not resolved or if you are unhappy with our response, then you can progress your complaint with FirstAssist Customer Relations Department by calling 0330 102 6558 (Monday to Friday 9am-5pm. For your protection calls may be recorded and may be monitored. Calls to 03 numbers cost no more than calls to geographic numbers (01 or 02) from both landlines and mobiles), via email at [email protected] or in writing to: FirstAssist, Customer Relations Department, 1 Drake Circus, Plymouth PL1 1QH. They will carry out a separate investigation and full review that will be concluded by FirstAssist issuing a final response letter. FirstAssist will issue its final response letter within eight weeks of your original complaint. If it is not possible to issue the response within this timescale FirstAssist will write to you explaining why.

If your complaint is regarding section F within the policy document or the sale or administration of your policy you should contact Customer Services on 0300 100 1169 or write to Simplyhealth Customer Services, at our registered office address of Hambleden House, Waterloo Court, Andover, Hampshire SP10 1LQ.

We will investigate any complaint and issue a final response. If you are not satisfied with our response, or we have not replied within eight weeks, you have the right to refer your complaint to:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]


The Financial Ombudsman Service will only consider your complaint if you have given us the opportunity to resolve the matter first. Making a complaint to the Ombudsman will not affect any legal rights that you may have. We will send you full details of our complaints procedure if you ask us for them.

If you bought the policy online and you wish to make a complaint, you can use which is the European Commission's Online Dispute Resolution (ODR) platform. The ODR platform will not resolve your compliant, but provides an alternative way to access the Financial Ombudsman Service.

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Need help?

Existing Customers:

0300 100 1169  

Mon to Fri: 8am to 5pm

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