We are here to help!

Managing an existing claim
I'd like an update on my claim

We'll be in touch as soon as we've finished looking at your claim.  It might take a little longer than usual because of the high number of claims we're receiving right now.

How will my claim be paid and when?

Once we've reviewed your claim, we'll be in touch straightaway with our decision. If a claims payment is due, we'll use BACS to send the settlement to the bank account you gave us, which can take between 1-5 working days.

What is an excess and how do I pay it?

What is an excess?

An excess is the first part of a claim that you have to pay yourself.   

For example, if your policy has an excess of £100, and you have a claim worth £300, we'll pay £200.

How much is the excess?

You'll find your excess amount in your policy terms and conditions.  

Some policies have an option that you can buy so you don't have to pay the excess when you claim from your insurance. This is called an excess waiver

How do I pay the excess? 

Often, there's nothing for you to do - we'll take the excess before paying your claim.

If we're paying a medical provider directly, we'll be in touch to talk through how you can pay the excess.

Your claim and next steps

Your claim and next steps

We've received your claim and we're currently reviewing all the information you've provided us with. There is no need to create additional claims for the same event as this can lead to confusion and delays with your claim assessment. 

Don't worry if you can't see this claim in the 'Your Claims' section, we're still working on that but rest assured your claim has been received. 

Just a heads up that our response times are a bit longer than usual right now. So, please don't worry if you don't hear from us right away. 

If you have any questions about your claim then you can contact us here.

We promise we'll be in touch as soon as we've had a chance to go through everything. 

Thanks for your patience!