Latest update

In this ever-changing situation, the health and wellbeing of our people, members and their families remains our priority. Due to the current climate, our Customer Care team are available 8am to 4pm, Monday to Friday. It’s currently taking 2 working days to process claims and a further 3-5 working days for the payment to reach your bank account. But given the circumstances, please bear with us if it takes a little longer to reach you. We ask that you don’t call for an update as this will only delay the process.

Thanks for your patience. 

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Are claims taking longer than normal to be paid during the COVID-19 pandemic?

It’s currently taking 2 working days to process claims and a further 3-5 working days for the payment to reach your bank account. But given the circumstances, please bear with us if it takes a little longer to reach you. To make it easier for you, maternity and hospital claims can be scanned and emailed to info@healthshield.co.uk. For us to deal with these efficiently, please put ‘PAPER CLAIM’ in the subject title of your email.

Receipt based claims must be submitted in the Members' Area and will not be accepted via email.

Can I continue to submit claims?

Yes, if you receive treatment and you have the available allowance.

Can I claim for cancelled or re-arranged appointments?

Claims are paid based on the date you have treatment or buy some glasses, for example. So, if you cancel or re-arrange, it will be paid based on that new date and part of that benefit year.

How do I submit a claim?

As usual via the Members’ Area on our website.
To make it easier for you, maternity and hospital claims can be scanned and emailed to info@healthshield.co.uk. For us to deal with these efficiently, please put ‘PAPER CLAIM’ in the subject title of your email.

Receipt based claims must be submitted in the Members' Area and will not be accepted via email.

Can I use My GP Anytime for a sick note if I get coronavirus?

No you must use the NHS online service. if you’ve been told to stay at home because of coronavirus and need a sick note.

Can I use My GP Anytime to declare me fit to return to work?

Our GP Anytime service is unable to declare you fit for work in relation to the coronavirus. However, the NHS has given some very specific guidance on returning to work after experiencing coronavirus symptoms.

Are Health Shield providing Coronavirus tests?

No, all tests are conducted via the NHS.

I pay for my health cash plan myself, is there any financial assistance available?

Health Shield will work with you to assess what support may be required to retain your plan. Please contact the Customer Care team on 01270 588555 from 8am to 4pm Monday to Friday.

Can I roll over my remaining benefit allowance into the next benefit year?

No, Health Cash Plans are designed and priced for a fixed benefit year. The costs are paid for by monthly instalments and allows for claims made during that period only. All benefit allowances are renewed at the start of the next benefit year.

Is there more information on how Health Shield is supporting members during Covid-19?

We’ve created two information hubs for support and guidance on COVID-19.

One for adults: COVID-19 hub

and one for kids: Kids’ hub

 

EAP Service update

For members with access to our Employee Assistance Programme or 24/7 Counselling and Support Helpline.

  • Health Assured’s Business Continuity Plan is built on a robust approach to risk management, scenario planning and stress-testing their operational capabilities. Their business continuity planning team are meeting daily to assess the levels of risk and have been preparing for any potential significant transmission of COVID-19 in the UK and Ireland.
    Health Assured’s sophisticated telephony and case management system allows their workforce planning team to continuously monitor all core elements of service delivery, including telephony, email and instant chat, providing real-time updates on resource volumes to senior management.
  • Furthermore, robust case management processes are in place to maintain the delivery of our therapy services. If travel restrictions are imposed or there is a requirement to self-isolate, then by mutual agreement therapy sessions will continue using alternative mediums such as telephone, online or via their secure video platform.
  • Health Assured’s people have been asked to advise if they have returned to the UK from any high-risk countries and, if so, to avoid coming into our offices or visiting our clients.
  • Health Assured have enhanced their already robust processes to promote a clean and safe working environment to ensure the welfare of their teams which has included guidance on best practice hygiene and infection control.
  • Health Assured’s IT and telephony infrastructure has been tested to support an increase in their people working from home. These plans also include minimising business travel with meetings facilitated via telephone or video conference, as required.
  • Health Assured are following all Government, Public Health England / Health Service Executive (Ireland) and World Health Organisation (WHO) guidance including signposting to the NHS 111 (UK) / HSE 112 (Ireland) service and encouraging clients to do the same when most required in order to maintain the health and wellbeing of their people.
  • Health Assured’s crisis management team, continue to meet, assess and review the situation in order to ensure they are suitably prepared for any significant business interruption.

    Official Statement:
    https://www.healthassured.org/blog/health-assured-covid-19-statement/

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.

GP Anytime service update

For members with access to our GP Anytime service.

In the last few weeks Medical Solutions have been experiencing a sustained level of unprecedented demand for the GP services. As the nation reacts to an evolving health pandemic, Medical Solutions are pleased patients are finding certainty and reassurance in speaking with their GPs. Wait times for telephone and video appointments remain longer than normal, however Medical Solutions continues to take steps to reduce wait times.

From 30th March Medical Solutions GP capacity increased by 20% and they plan to make further increases in the coming weeks. Additionally, they have been increasing capacity in the customer services team, the combination of which has had a positive impact on wait times.

Medical Solutions continue to monitor demand carefully on both call and appointment wait times and have implemented several initiatives in order to support patients effectively and efficiently during this time. One such initiative includes offering focussed, advice only consultations with ‘ring-fenced’ GP resource dedicated specifically for patients concerned about Covid-19.

The vast majority of Medical Solutions staff are working from home, this includes the management team and a high proportion of the
customer service team with only a skeletal team remaining at their Head Office to coordinate and process prescriptions. Their GP
team continue to be home based and geographically dispersed, mitigating risk of cross-infection.

Coronavirus content hub:
https://www.medicalsolutions.co.uk/novel-coronavirus/

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.

Thrive service update

For members with access to our Mindfulness App, Thrive.

There are no changes to the Thrive app and it’s running as normal.

Sign up via the Health Shield Members’ Area using the company coupon code.

Home Assistance service update

For members with access to our Home Assistance Cover.

The Home Assistance service is running as usual, calls are being handled within the appropriate service levels and the care agencies are still assessing and organising care at home where required.

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.

On-Demand Physio update

For members with access to our On-Demand Physio service.

Health Shield’s On-Demand Physio service is unable to refer members for face to face physiotherapist sessions right now due to the COVID19 measures put in place however the Physio Advice Line is open as normal to support.

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.

 

 

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