It is important that you contact our claims centre at least five working days prior to the date when you are due to be admitted to hospital for treatment. This will allow us to arrange the pre-authorisation of your treatment and ensure a smooth admission process.

Please send a fully completed treatment request form at least five days prior to treatment, ensuring that your medical provider and doctor complete all questions in sections 4 and 5, by:

Important: If we do not receive a fully completed claim form or any supporting documents are not provided, there may be a delay in authorising your hospital treatment. This is because we will need to revert to you or your medical provider for any information that might be missing.

Emergency Admissions

Whilst pre-authorisation is not required in advance of emergency treatment, we should be informed within 48 hours of the event to ensure that no pre-authorisation penalty is applied.

This will enable us to arrange the direct settlement of your hospital bills where possible, and will ensure that your claim can be processed without any delays.

Please note that our Helpline is able to accept requests for hospital treatment over the phone where treatment is due to take place within 72 hours. Please have as many details as possible ready to give over the phone, including the contact details of your doctor .