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We have put together a list of questions and answers to help you understand more about the changes we've made to your Hospital Plan Insurance Services Policy. Simply click on a question and the answer will be shown. 

If the information you need is not listed here, just call us on 020 8662 8184 or email us at queries@hpis.co.uk

General Questions about the policy changes

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 decided to make some beneficial changes. We hope you like them.

We have highlighted the main changes in the letter you would have 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.

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 of 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.

The Everyday Health Benefits and Life Assurance policies are unaltered. 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.

You can email us by clicking the link here - queries@hpis.co.uk. Please provide a daytime contact number just in case we need to call you back. Alternatively you can call us on 0345 850 9244 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 Services, Norfolk House, Wellesley Road, Croydon, Surrey CR0 1LH

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

The policy is underwritten by AIG Europe Limited.

Claims

If you would like to make a claim, simply click here to download a claim form and send it to Accident & Health Claims Department, AIG Europe Limited, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG

Please fully complete Part A of the claim form (page 1), as well as Part's C and D (pages 3 and 4). Once these have been completed please arrange for Part B of the claim form (page 2) to be completed by either your treating consultant or GP. Alternatively, if you have hospital discharge paperwork which confirms the information requested on page 2, please send this with your claim form.

    Your schedule and policy document provides you with full details of the benefits, conditions and limitations under your plan - replacement copies are available upon request.

    You can also identify the type of policy you hold by checking the first character in your policy number. The policy number consists of 13 characters, for example P123 ABCD 12345. 

    First character of your policy number Product Description
    1 to 9, A to D and N Hospital Cash Plan Provides cover for each 24 hour period spent as an in-patient in hospital
    K Cancer Care Plan Pays a cash sum in respect of the first diagnosis of the cancers covered by the policy
    P Disabling Injuries Protection Plan Provides cover for specified fractures, permanent disablement and death following an accident
    R Accidental Death Plan Pays out a cash sum to your estate if you die within 12 months of an accident

    For more information, samples of the policy documents can be viewed here - please note that benefit levels may vary dependant on the level of cover chosen. If you have any questions or if your product is not shown, please call our Customer Services Team on 020 8662 8184 and they can answer your query.

No it is not, we will assess any claim request made by you, 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, cancer or hospitalisation in the past will be based upon the policy terms in force on the incident date

Cancer Care Plan

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 that 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.

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%.

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 any way related to the first.

Disabling Injury and Accidental Death

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 were 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.

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.

This is a standard term within many accidental injuries policies across the UK.

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.

Yes - in 2008 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

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.

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.