Call for a free no obligation quote
0845 601 0072and we'll put you in touch with a Financial Adviser
Lines are open Monday to Friday
8.30am - 6pm
Make a claim on your Health Cover
When you need treatment, it can often be an unsettling time. That’s why our claims process is one of the simplest around. Wherever possible, we won’t ask you to fill in any forms – just follow our four simple steps to making a claim. Once we’ve confirmed you’re covered for your treatment, you'll have easy access to some of the best specialists and one of the largest listings of private hospitals in the UK.
1. Visit your GP
If you’re unwell, the first thing to do is to visit your GP. If they refer you for treatment, tell them you have cover with PruHealth and ask for the following:
- Full details of your condition/injury, diagnosis and intended treatment
- Full name and address of the specialist or therapist and the hospital/clinic you’ve been referred to
If you’ve been referred for physiotherapy, we have a network of approved physiotherapists we can recommend. Ask us for more information when you call, we can arrange for them to call you back to make an appointment.
2. Give us a call on 0800 012 1792
Once you’ve got all the details above, simply call our Claims Team for your authorisation number – jot this down and keep it safe for your trip to the specialist. If you have treatment without it, it could mean you won’t be covered
When you call, make sure you select the option to ‘get authorisation for a claim’ so that you go through to our claims team. If you have both Serious Illness Cover and the Health Cover Optimiser, you can also discuss with us what impact your treatment cost might have on any Serious Illness claim.
It’s worth remembering that you might be asked to give details of your condition over the phone, so you may want to make the call in private. You may also be asked to have your GP, specialist or therapist complete a medical report. This will help us to confirm that you are covered for your treatment.
You can download any requested form here
3. Book your appointment
Once we’ve confirmed you’re covered for your treatment and given you an authorisation number, you can book your appointment with the specialist and start your treatment. We will also send you confirmation of your details by post, including your authorisation number and any limits that may apply on your cover.
When you go, make sure you take the authorisation number we gave you. You should also take a copy of your hospital list so your specialist can see which hospitals you are covered for treatment at. Click the ‘My hospitals’ tab in the Member Zone for a full list of the hospitals you have access to. It’s important that you choose to have treatment in a hospital on your hospital list to avoid a co-payment. Always check the latest hospital list for an up to date list before booking treatment.
If you need further visits, ask for a procedure code and description of the treatment or investigation. Always speak to our Claims Team in advance to make sure you’re fully covered for further treatment, otherwise you may need to pay for the treatment yourself.
4. Settling the bill
In most cases, medical bills will be sent direct to us. If you do get a bill, simply forward it on to us at PruProtect Customer Services, Stirling FK9 4UE. If you make a payment yourself, send us the bill with proof of payment and we’ll pay you back. Please remember that we will only cover medical expenses – any personal expenses, such as newspapers, visitors’ meals etc will need to be settled by you.
Once your claim has been processed, we’ll add a claims statement to your online account showing the amounts paid by us. If we don’t have your email address to let you know when it’s ready, we’ll send you a summary by post.
