COVID 19 - Update
The prolonged period of home working has resulted in us making more permanent changes to the way we service our Policyholders.
All of our staff are now based at home
As a result of home working, we are unable to post any policy packs including member cards to you. Some Policyholders may also experience a delay in our response time to written communications delivered to our Offices.
We know that maintaining open and effective communication channels is critical for our Policyholder's, especially when urgent advice or support might be required, such as at the point of Claim.
To ensure we are able to respond to our Policyholder's needs as quickly as possible, we are asking that wherever possible, communications are made with us by email, this might include scanning and sending us images of:
- Application Forms, Questionnaires or Consent Forms
- Change of Address or Contact Details
- Identity Documents
- Pre-Authorisation and Claims Forms
- Receipts and Proofs of Payment
- Medical reports
Policy Administration and general enquiries
For policy related matters and general enquiries, please contact us via firstname.lastname@example.org with immediate effect.
This mailbox is monitored during office hours and you can be assured that we will acknowledge your communication by the next working day and seek to respond in detail within 2 working days.
The Policy Administration team can be contacted on +44 (0) 20 7590 8800 between 0900 – 1700 (GMT) Monday – Friday.
For claims related matters, please contact us via email@example.com with immediate effect.
This mailbox is monitored in real-time and you can be assured that we will acknowledge your communication within 6 hours and seek to respond in detail within 1 working day.
Should you require urgent assistance, please call our 24 hour Claims number + 44 (0) 20 7590 8816. Outside of our office hours your call will be answered by our medical assistance partner, Euro-Center.
We are making this change to deliver the fastest possible and secure outcome for our Policyholder's.
The mailboxes that receive your communication are encrypted, secure and protected by sophisticated systems and controls that ensure you can continue to communicate with us with confidence.
If you'd like to discuss this message, or learn more about how we are helping our Policyholder's through these difficult times, please email firstname.lastname@example.org or call +44 (0) 20 7590 8800.
HCI Covid 19 Update