- Q: Why are you making the changes?
A: We've been listening to our customers to understand what kind of benefits you'd like to see
and how you think your plan could be improved. Taking our findings on board, we've decided to
make some beneficial changes. We hope you like these changes - if you have any comments then please feel free to complete the feedback form enclosed with your letter.
- Q: When do the changes to my policy take effect?
A: We are currently writing to all of our customers and it might take a few months to reach everyone. This letter will tell you when these changes to the policy will be introduced for you. However, we have arranged that you receive all the additional new benefits of the product but none of the changes to the exclusions or limitations will be introduced until we have officially communicated these to you.
- Q: I can't find my existing policy document, how do I tell what changes have been made?
A: We have highlighted the main changes in the letter you received from us. But if you would like to find out more about your existing cover you can view or download the relevant policy document on this site by clicking here.
- Q: Will my premium increase with these changes?
A: No, absolutely not. All of the improvements are being introduced at no extra cost to you, so your
monthly premium will stay the same.
- Q: Can I take out more than one policy?
A: Yes you can. We have a range of complementary policies, plus a range of extra endorsements that can be added to your existing cover. You can view the policy documents detailing what is and isn't covered, along with details of the benefits payable and premiums. If you are interested in purchasing cover, you can complete the feedback form in the mailing pack.
- Q: How do I find out about other policies?
A: You can find out more about our product range on this site by clicking here. For an information pack, please return the feedback form enclosed with your letter.
- Q: I'm over 75. Is my policy still valid?
A: There is no age limit on our Disabling Injuries, Hospital Cash or Accidental Death Plans. If you are between 18 and 75 you now get 100% of the claim amount, while anyone over 75 can claim two thirds the benefits. You can continue these products however old you become.
The Cancer Care Plan has an age limit of 70 when cover automatically ceases.
- Q: Why are the policy benefits still reduced for under 18s and over at 75?
A: Our underwriters advise that there is a much increased risk of accidental injury and hospital admissions for children and for those over the age of 75. If the benefits were the same for all ages we would have to increase the premiums charged. We believe it is better to continue to offer cover for older customers with lower benefits than to increase premiums.
We will continue to monitor the data and we may be in a position to change the age limits again in the future.
- Q: Do I need to do anything to benefit from the changes?
A: No. If we haven't written to you already we will be writing soon. You will be advised of a date when your plan will change. We will take your next direct debit payment after that date as confirmation that you agree with the new policy terms and conditions.
- Q: My friend/relative has a policy with you - but has not received a letter?
A: It is likely to take some time to tell everyone the good news. But if you know anyone with a Hospital Plan Insurance Services Policy who has not received the pack by the end of the year please ask them to call us.
- Q: Not all of my policies have been updated?
A: The Everyday Health Benefits and Life Assurance policies are unaltered, so we have not included the policy documents in the pack. Download a copy of the Every Day Health Benefits Policy document. If you need another copy of your Life Assurance documents please contact us and we will arrange a replacement.
- Q: My details on the letter you sent are wrong - who do I inform?
A: Enclosed with your letter is a freepost form to let us know of any changes to your details. Alternatively you can email our administration team by clicking the link here - Info@HPIS.co.uk with your policy number and updated details. Please provide a daytime contact number as well in case we need to contact you.
- Q: I'd like to ask a question about my cover. Who should I contact?
A: You can email us by clicking the link here - Info@HPIS.co.uk. Please provide a daytime contact number just in case we need to call you back. Alternatively you can call us on 0845 075 6663 between 8.30am and 5.30pm Monday to Friday. Calls may be recorded for training and
monitoring purposes. Calls will be charged at local rate. You can also write to us at Hospital Plan Insurance Service 96 George Street, Croydon, CR9 1BU
- Q: Why can't I have the policy if I go to live abroad?
A: Our policies are underwritten for those people residing in the UK and we can not extend the terms to overseas residents. If you are going abroad for fewer than 180 continuous days, you can of course keep the policy and continue to benefit from cover
- Q: Who underwrites your policies?
A: The policy is underwritten by Chartis Insurance UK Limited.
Claims
- Q: I forgot to make a claim last year - is it too late?
A: No it's not, we will assess any claim request made by our customers, as long as we can still access the necessary medical information. Simply download a claim form and send it to us with any supporting documentation. Our claims payments will be based on the incident date, so any benefits paid for accidents or hospitalisation in the past will be based upon the old policy terms.
- Q: What can I claim for?
A: Your schedule and policy document will explain what you are covered for but if you have any doubts about cover then please contact our customer services team and they can answer your query.
- Q: How do I fill in the form?
A: Please FULLY COMPLETE 'Part A' of the Claim Form and 'Part C' on the reverse of the form and arrange for the Hospital Medical Records Department to complete 'Part B' before posting the form back to us at the address at the top of the claims form.
Cancer Care Plan
- Q: Why have you removed the special benefits on the cancer product?
A: Before changing the products we reviewed all of our claims data to ensure we delivered a product that would be better for our customers. The new benefit is £10,000 on diagnosis which is more than three times the previous minimum benefit. This is designed to incorporate all the additional benefits what used to be payable without you having to submit further claims. In addition, we have added extra cover for skin cancer and carcinoma in situ which were not previously covered; all at no additional premium.
- Q: What is my continuity benefit?
A: If you don't make a claim on your policy we will award you a continuity benefit. So if you need to make a claim in the future the amount paid will be increased by up to 25%.
- Q: Will my policy be cancelled if I claim?
A: Your policy will not be automatically cancelled after a claim, however, you would not be insured if you suffered from a second cancer, which was in anyway related to the first.
Disabling Injury and Accidental Death
- Q: The list of policy exclusions appears shorter?
A: We are trying to simplify our documentation by making the policy sections clearer so some of the wording has been moved into more relevant places. For example injuries caused by illness or where self inflicted are still excluded but are within the definition of an accident rather than what is not covered section; but this is not a change to your policy.
- Q: The amounts payable look different from my previous policy?
A: Some customers found it confusing that we quoted several different amounts that would be payable depending upon the circumstances of the accident. So we have just shown the minimum amount payable. This amount will be increased in certain circumstances, for example if you are travelling on public transport it will be doubled and it will be increased further by any no claims benefit.
The amounts will be 1/3 lower for those over 75, up to a maximum amount and halved for those under 18 years of age, although you will still receive your no claims bonus.
- Q: Why has the exclusion for accidents caused whilst undertaking illegal activities been added?
A: This is a standard term within many accidental injuries policies across the UK.
- Q: What is proportional benefit?
A: In order to provide the best possible service for customers, we have introduced proportional benefits.
This means we will be able to offer a percentage of the benefit payment if you suffer a permanent injury which is not as severe as the loss listed in your schedule of benefits. For example, if you lost the use of two fingers in an accident, you will now receive a percentage of the four finger injury benefit.
What's more, we have now also included a non specified injury benefit which means that permanent injuries which are not specifically listed in the schedule can be assessed for benefits too.
- Q: Am I covered for Accidental Death?
A: Yes - last year we added a £10,000 Accidental Death Benefit to your Disabling Injuries Protection Plan free of charge. This is now included on your schedule of benefits.
Hospital Cash Plan
- Q: The list of policy exclusions appears shorter?
A: We are trying to simplify our documentation by relabeling some of the policy sections and moved some of the wording into more relevant places. For example some of the hospital wards previously located in the exclusions are now listed within the definition of a Hospital. This has no impact on the cover that we provide, in fact a wider range of wards are now included within the definition than previously.
- Q: I have a product that pays me whilst I am in hospital but can't see it on the product list?
A: If you purchased a hospital policy from us the policy is now covered under our generic 'Hospital Cash Plan' policy document. The main change to the product is the introduction of a minimum payment, of £20, even if you are in hospital for just one 24 hour period.
For simplicity, we have not included the many older policy documents on this site. However, if you need another copy of your documents, please contact us and we can send you a replacement.
Other
- Q: Do you have a question not listed here?
A: Email our Customer Services Team they will be happy to help.
Info@Hpis.co.uk
