How to make a claim
The claims portal
What you can do online
Send a medical claim
Tell us about a medical condition you would like to claim for.
Claim back costs
Send us a receipt for costs such as dental and optical, under your reimbursement benefits.
Check your cover
See your policy details, your benefits and your policy documents.
Update your details
Ask us to change your name, address, email address or phone number.
View your submissions
Keep track of everything you have sent us, all in one place.
Before you start
Have these ready
It only takes a few minutes if you have everything to hand.
- Who can sign up
- At the moment, only the main policyholder can use the portal. They can send claims for anyone covered by the policy. Other adults on the policy can also contact the claims team directly, in confidence.
- Entering amounts
- Enter the total exactly as shown on your receipt. Limits are shown in your policy’s currency.
Tick off each item when you have it ready.
0 of 5 ready
Step by step
How to use the claims portal
Choose what you would like to do. These steps are for UK policies.
You only need to do this once. After that, you log in with a link we email to you.
Enter your details
Open the sign-up page and enter your policy number, your surname, your date of birth and your email address.
Verify
Press Verify and create account.
Open the email
We email you a secure login link. Open the email and click the link to log in.
If we cannot set up your account automatically, we will ask you to contact us. We will confirm your identity and set up your account for you.
After you submit
What happens next
Your reference
You will see a reference, such as L1‑000028, on the confirmation page. It is also in your confirmation email and under Your submissions on your dashboard. Quote it if you contact us.
A confirmation email
We email you a copy of what you sent. It comes from a no-reply address, so please do not reply to it.
We review your submission
Our claims team checks your documents and details. If we need anything else, we will email you.
We get back to you
We aim to reply to a medical claim within two working days, and to pay an eligible reimbursement within 15 days once we have everything we need.
Your product
How claims work for your product
The claims process depends on your product.
If you are feeling unwell or have been injured, see your GP first. If your GP refers you to a specialist for private treatment, call the claims team before treatment starts so we can confirm whether the claim is covered, tell you about any limits that apply, and authorise it.
The hospitals available to you depend on the cover you hold. We will usually settle eligible treatment costs directly with the provider. You will not normally need to complete a claim form, although we may ask you for medical information or for your consent to obtain it.
If you receive eligible inpatient or day-patient treatment through the NHS instead, you may be able to claim an NHS cash benefit.
Cover, limits and exclusions vary by product and, where applicable, the cover options or level selected. Please refer to your certificate of insurance for the details of the cover provided by your own policy. Your policy documents are in the claims portal.
Help
If something goes wrong
The portal works on phones and tablets as well as computers. If you have a problem using it, call or email the claims team for your product. Tell us the page you were on and what you saw. A screenshot helps.
The login email has not arrived
Wait a few minutes and check your junk or spam folder. Make sure you used the email address you signed up with, then ask for a new link on the log-in page.
The login link does not work
Each link works once and expires after a short time. Ask for a new one on the log-in page.
Sign-up says I am already registered, or asks me to contact you
Please contact us. We will confirm your identity and set up your account for you.
I am covered on someone else’s policy
At the moment, only the main policyholder can use the portal. They can send claims for anyone on the policy and choose who each one is for. If you are an adult on the policy, you do not have to claim through the main policyholder. You can call or email the claims team yourself to discuss or make a claim in confidence.
How do I know a file has uploaded?
A green box with a tick and the file name appears. If you do not see it, the file has not been added. We accept PDF, JPG, JPEG, PNG and Word files.
My bank details are not accepted
Check the sort code is 6 digits and the account number is 8 digits.
My details on the dashboard are incorrect
Please contact us and we will check your policy record. These details cannot be changed in the portal.
How do I change my details?
Press Update your details on your dashboard and choose what you would like to change. Our team will update your details for you, so the change will not appear immediately. Changing the email address on your policy does not change the email address you log in with. To log in with a different email address, contact us.
My cover has ended
You can still log in and send a claim, but a claim for treatment outside your period of cover may not be payable.
I sent something by mistake
Contact us as soon as you can and quote your reference.
Contact
Prefer to speak to someone?
Contact the claims team for the product you hold, and we can confirm what your policy covers and explain what happens next. Not every claim needs to be authorised before treatment starts, and the claims team will tell you what applies to your policy.
Freedom Elite and Freedom Essentials claims
For claims under a Freedom Elite or Freedom Essentials policy. Lines are open Monday to Friday, 9am to 6pm.
Freedom Worldwide claims
For claims under a Freedom Worldwide UK or Freedom Worldwide Non-EEA policy. Lines are open Monday to Friday, 9am to 6pm UK time.
When you contact us, please have your policy number to hand, and your claim reference if you already have one.
The Private Healthcare Information Network
You can find independent information about the quality and the cost of private treatment available from doctors and hospitals from the Private Healthcare Information Network.
Visit PHIN (the Private Healthcare Information Network). Opens in a new tab.This page is a summary of how claims work. Your policy documents and certificate of insurance set out the full terms, limits and exclusions that apply to your cover.
Calls may be recorded and monitored for training and quality purposes.