Health Cover For Me

Our aim is to provide you with simple, easy to understand cover which is designed to be used.

To help you understand and fully benefit from Health Cover for Me, we have kept both the plan itself and this website simple and transparent. As a result there shouldn’t be any surprises for you when you come to claim.

If you are looking at other insurers’ policies, please make sure you are happy that they are as open and will deliver the cover you thought you were buying, and do not contain hidden exclusions or confusing terms. Everything you need to know about Health Cover for Me can be found on this one page.

It’s simple really.

  • Introduction

    There are a number of reasons why people choose to have Private Medical Insurance; to benefit from quicker diagnosis and treatment; to choose where and when to be treated; or just to experience quality private facilities in hospital.

    Private Medical Insurance is designed to work alongside and complement the NHS. It is helpful to highlight the main points of that relationship, so that you can understand the focus of Health Cover for Me and Private Medical Insurance in general.

    In essence, Health Cover for Me covers you for treatment of:

    • Conditions that respond quickly to treatment (often known as acute conditions)
    • Cancer

    However, Health Cover for Me will not cover you for:

    • Routine consultations with your GP, optician or dentist
    • Preventative treatment, such as screenings and health checks
    • Emergency treatment in an Accident and Emergency department
    • Conditions which are ongoing or long term (often known as chronic conditions)
    • Pre-existing conditions that you had before joining Health Cover for Me and which have been excluded
    • Treatment that has not been authorised.

    The My Cover and My Exclusions sections describe all these aspects of your cover in greater depth.

    The information in this document applies from 1 November 2008. We will let you know about any amendments to your policy at your renewal date. Cover is only available in the UK.

  • My Cover

    This section clearly and simply explains what is covered with Health Cover for Me so that if you need treatment you can benefit from the policy without the worry that you may not be covered.

    If you use this section to compare Health Cover for Me with the policies of other insurers, please ensure you are happy that they are as open and will deliver the cover you thought you were buying.

    There is a simple theme throughout this plan; there are no limits to the amount we pay. Either we cover treatment or we don’t, so you will always know where you stand.

    Please go to My Exclusions for details of what isn’t covered.

    • At a glance

      The table below summarises the cover that is provided by Health Cover for Me. All you need to remember before going ahead with any tests or treatment is to contact our Customer Support team on 0300 123 3200. They will guide you through the claims process. Approved treatment requires a referral from your GP.

      As a result you can simply concentrate on getting better and back to health.

      • Be confident

        you're covered

        With Exeter Friendly you can rest assured you’re covered for the things that really matter. Just as important, we believe our premiums should be affordable without the need for a No Claims Discount. That way you can feel free to take advantage of the speed and convenience of private healthcare without worrying about incurring higher premiums.

      • What you see

        is what you get

        Take a look below to see why low-cost cover doesn’t have to mean less cover.

      What can you claim for? What does this include? How much will we pay?
      In-patient and day-patient treatment Consultant & specialist fees, diagnostic tests, hospital charges including surgery and any necessary prostheses e.g. knee braces. UNLIMITED
      Out-patient treatment Consultant & specialist fees; diagnostic tests including CT, MRI, PET scans & out-patient surgery. UNLIMITED
      Cancer Cover for all stages of cancer, including diagnosis; treatment; maintaining and monitoring the cancer in remission; palliative care and terminal care (not within a hospice). UNLIMITED
      Manipulative Treatment Costs for physiotherapy, osteopathy, podiatry & chiropractic treatment. UNLIMITED
      Private Ambulance Medically essential travel to, between or from hospital in a private road ambulance in connection with in-patient or day-patient treatment. UNLIMITED
      Home Nursing Medically required home nursing following authorised in-patient and day patient treatment. UNLIMITED
      Under Health Cover for Me, you also have the following additional benefits:
      Private GP Helpline Talk to a private GP, 24 hours a day, 7 days a week if you need any help or advice on a medical problem. UNLIMITED
      Parental accommodation (alongside children up to the age of 18) You can stay in hospital with your child (up to the age of 18) if they are having treatment under the policy. UNLIMITED
      NHS Cash Benefit Paid if you have free in-patient treatment under the NHS. £250 per night
      Hospice Donation We make a donation to your hospice if you are admitted for care. £250
    • My Cancer Cover

      We know that for many customers, cancer cover is one of the most important and reassuring aspects of having private medical insurance. With Health Cover for Me, we offer comprehensive cancer cover. Health Cover for Me offers cover for all stages of cancer:

      • Diagnosis
      • Treatment that is aimed at affecting the growth of the cancer
      • Maintaining and monitoring the cancer when in remission
      • Palliative care (this is aimed at controlling the symptoms of cancer)
      • Terminal care (when the focus is to improve the quality of life, not to cure or control the cancer & if the patient is usually approaching the end of their life).

      Importantly, please also note that unlike some insurers we do not place a time limit on your cancer care. In addition, we do not consider cancer to be a chronic condition.

      The following table will help to explain what is and isn’t covered, including our stance on experimental treatment and drugs that are going through the National Institute for Health & Clinical Excellence (NICE) appraisal process:

      Treatment What does this include?  
      Place of treatment We cover cancer treatment in hospitals, at home (if you need to have chemotherapy) and we also make a donation to the hospice if you are admitted. yes
      Diagnosis We cover all consultations, tests & scans. yes
      Surgery We cover surgery including the removal of a tumour and any restorative surgery that you need. yes
      Drug therapy We cover all types of drug therapy for your cancer, including chemotherapy & drugs to maintain any remission. yes
      Radiotherapy We cover radiotherapy including when it is given for pain relief. yes
      Palliative/Terminal We cover palliative treatment of cancer. We also cover terminal treatment of cancer. We do not cover treatment in a hospice but if you are admitted to a hospice we will make a donation of £250. yes
      Bone marrow or stem cell treatment We cover bone marrow & stem cell treatment with Health Cover for Me. yes
      Monitoring We cover follow up reviews related to the continuing care of your cancer. yes
      Advanced therapy/ pre-licensed/NICE appraisal We use NICE as our main benchmark & cover drugs that have been approved as being ‘clinically effective’, even if NICE have rejected them on ‘cost-effectiveness’ grounds. Please go to My Exclusions for details about NICE. yes
      Clinical trials We are very supportive of these and place no restrictions on patients entering them. yes
      Preventative Preventative screening, treatment or vaccines are not covered by Health Cover for Me. no
      Experimental treatment We do not cover experimental/unproven drugs. no
  • My Exclusions

    We believe in being up front and honest about what is and isn’t covered. This section details all the exclusions from Health Cover for Me.

    Importantly, if you have previously suffered from a condition, then this may be excluded from your cover. This is known as a pre-existing condition. In these circumstances we will advise you of your personal terms before you buy the policy so that you can decide whether you believe that Health Cover for Me is right for you. Please refer to the My Application section for details.

    Health Cover for Me and Private Medical Insurance in general is not designed to cover emergency treatment. If you have a medical emergency, you should consult your GP immediately, call an ambulance or go to your local Accident & Emergency department. Once your condition has been stabilised, you may be able to transfer to private facilities or become a private patient within the NHS, but please remember to contact us for authorisation beforehand.

    Please ensure that you are happy that the exclusions within this section are acceptable to you and do not buy this policy if you are not happy that the cover we provide meets your needs.

    If you are worried or wish to clarify anything about the exclusions to Health Cover for Me, please ring our Customer Sales team (if you are applying for cover) on
    0300 123 3209 or our Customer Support team (if you are an existing member) on 0300 123 3200.

    • What isn’t covered?

      In this section, we will identify the different types of care and treatments that aren’t covered. We describe these under two headings: Types of Care and My Body.

      Types of Care

      Health Cover for Me will not cover you for:

      • Routine consultations at your GP, optician and dentist
      • Preventative screening procedures & tests
      • Emergency treatment in an Accident and Emergency department
      • Conditions which are ongoing or long term (often known as chronic conditions)
      • Pre-existing conditions that you had before joining Health Cover for Me and which have been excluded
      • Treatment in a nursing home
      • Treatment that has not been authorised
      • Out-patient drugs & dressings.

      Routine consultations with your GP, optician and dentist are those where you go for normal consultations, check ups, get prescriptions, benefit from regular monitoring and screening which are normally carried out by the NHS.

      Preventive screening procedures, treatment and tests, including:

      • Screening procedures as a result of poor personal or family history
      • Cervical smears, mammograms, preventative cancer screening, osteoporosis screenings etc
      • Well person health checks and screenings
      • Vaccinations, immunisations.

      Emergency treatment includes all treatment and immediate care in an Accident and Emergency department. Once your condition has been stabilised and your consultant has agreed that you are well enough, you may be able to transfer to private facilities or become a private patient within the NHS, but please remember to contact us for authorisation beforehand.

      Conditions which are ongoing or long term (often known as chronic conditions), include diseases, illnesses or injuries such as diabetes, asthma, multiple sclerosis, which have at least one of the following characteristics:

      • It needs ongoing or long-term monitoring through consultations, examinations, check-ups, and/or tests
      • It needs ongoing or long-term control or relief of symptoms
      • It requires your rehabilitation or for you to be specially trained to cope with it
      • It continues indefinitely
      • It has no known cure
      • It comes back or is likely to come back.

      To Please note that we do not consider cancer to be a chronic condition and therefore there isn’t a time limit for cover. Please go to My Cancer cover.

      Pre-existing conditions that you had before joining Health Cover for Me may be excluded from your cover. We will advise you of your personal terms before you buy the policy so that you can decide whether you believe that Health Cover for Me is right for you. Please go to My Application.

      Treatment, including convalescence and/or rehabilitation, that takes place in a nursing home or hospital, which has become a place of permanent residence. Important note - this does not apply to cancer (please go to My Cancer Cover).

      Treatment that has not been authorised is not covered by Health Cover for Me so please remember that if you are being referred for treatment, you need to contact us before going ahead.

      Out-patient drugs & dressings are not covered, other than those prescribed immediately following an in-patient/day-patient stay in hospital or out-patient surgery. Important note - this does not apply to cancer drugs (please go to My Cancer Cover).

      My Body

      There are some parts of your body and some treatments that we don’t cover under Health Cover for Me. These are:

      1. Eyes, teeth and ears:
        • We don’t cover preventative treatments for eyes, teeth and hearing
        • This includes sight tests, regular check ups, spectacles, surgical treatment to correct long or short sightedness, crowns, implants, bridges, dentures and treatment for deafness, hearing aids, cochlear implants etc.

        However, disease of these organs is covered so, for example, cataracts, corneal grafts & wisdom teeth (if treatment takes place in hospital) are covered.

      2. Pregnancy and fertility treatment or investigations in connection with:
        • Pregnancy or childbirth
        • Abortion
        • Any form of assisted reproduction such as in vitro fertilisation
        • Infertility.

        Important note - we do not consider pregnancy or childbirth to be illnesses and are therefore not covered under Health Cover for Me. However, illnesses arising while pregnant or undergoing childbirth would be covered.

      3. Transplants:
        • Transplant operations
        • Investigations done before a transplant operation, or treatment needed as a result of a transplant operation.

        However, we do cover corneal and skin grafts. We also cover bone marrow & stem cell transplants for cancer (go to My Cover).

      4. Regular or long-term renal dialysis in chronic or end-stage kidney failure
      5. Cosmetic and plastic surgery
      6. Treatment required as a result of an injury sustained whilst training for or participating in, sport for which you receive payment or sponsorship (other than travel costs)
      7. Mental and psychological treatment:
        • For depression and/or
        • For stress and/or
        • For mental illness and/or
        • For psychiatric disorders and/or
        • For psychological disorders.
      8. Complementary treatment, such as acupuncture, speech therapy, dietician, homeopathy and pain clinics

        Only physiotherapy, osteopathy, podiatry and chiropractic treatments are covered with Health Cover for Me.

      National Institute for Health and Clinical Excellence (NICE) & experimental treatments. It is also important to explain where we stand regarding the NICE guidelines, treatment or drug therapy which is experimental and/or unproven, and what this means for your cover under Health Cover for Me.

      NICE is an internationally renowned, government funded body that is responsible for providing national guidance on the promotion of good health and the prevention and treatment of ill health.

      We use NICE approval as the main benchmark for experimental/unproven therapies. NICE have two measures of approval; clinical effectiveness and cost effectiveness. Some treatments get clinical approval but not cost effectiveness approval, i.e. they work but are too expensive for the NHS:

      • Treatments which have been clinically approved are covered
      • Even if the treatment does not carry a cost effectiveness approval, you are covered. For example, Avastin and Herceptin are both used for the treatment of cancer and are covered by us even though NICE classifies them as not being cost effective
      • Treatments which have entered the NICE process but have not yet received a final decision are assessed by our medical advisers, but are usually covered. (Please check with us before proceeding with any treatment)
      • If NICE do not approve a treatment for clinical effectiveness, it will not be covered.
    • Chronic Conditions

      The following section explains about Chronic Conditions and how they work in practice.

      What is a chronic condition?

      A chronic condition is a disease, illness or injury that has one or more of the following characteristics:

      • It needs ongoing or long-term monitoring through consultations, examinations, check-ups, and/or tests
      • It needs ongoing or long-term control or relief of symptoms
      • It requires your rehabilitation or for you to be specially trained to cope with it
      • It continues indefinitely
      • It has no known cure
      • It comes back or is likely to come back.

      Please note that we do not consider cancer to be a chronic condition. Please go to My Cover.

      What does this mean in practice?

      If we believe that the condition for which you need treatment is chronic, we will pay for the initial investigations leading to a diagnosis and the treatment needed to stabilise the condition. We will not pay for treatment once the diagnosis has been made and the condition has been stabilised.

      What if your condition gets worse?

      If your condition gets worse, in some cases we will pay for further treatment. We may pay the costs of an acute episode of a chronic condition. For example, we consider asthma to be a chronic condition and do not pay for any ongoing treatment or monitoring. However, an asthma attack would be classed as an acute episode. If you need treatment to stabilise the condition we would pay the costs. We would usually request a medical report or ask for additional information.

  • My Application

    This section explains how you can join Health Cover for Me and how we assess your application.

    If you decide to join Health Cover for Me, we want to make this as simple as we can for you and offer any support and guidance you need.

    If you have any questions about how to apply, or how we assess your application, please contact our Customer Sales team on 0300 123 3209.

    We cannot give you advice as to whether Health Cover for Me is suitable to meet your individual needs. We can, however, answer any questions that you may have regarding Health Cover for Me. If you are unsure whether Health Cover for Me is the right plan for you, we recommend that you contact a financial adviser.

    • Applying for cover

      If you like what you have read so far and want to join Health Cover for Me, you will need to complete an application form. This will have been included with your Enquiry Pack or in the details provided by your financial adviser.

      If you need a new copy of the application form, please contact our Customer Sales team on 0300 123 3209 or your financial adviser. Alternatively you can download a copy of the application form or apply online

      Each adult needs to complete a separate application form but if you would like to include your children on your policy you can do so by adding their details on your application form. Dependent children can be included on your policy until the renewal date after their 21st birthday (or their 25th birthday if they are in full time education).

      Once we have assessed your application form, we will confirm the terms of your policy, including the premium to be paid. In particular we will advise you if any pre-existing conditions are excluded from your cover. These will be clearly shown on your Policy Certificate which is sent within the Welcome Pack.

      If, at this time, you are not happy with the terms that we offer, you can cancel your policy within 14 days of receiving the Welcome Pack or within 14 days after the policy starts, if later. We will refund any premium that you have paid if no claims have been made.

    • Application assessment

      This process is often called ‘underwriting’ and it means that we will assess whether we need to apply any special exclusions to the cover, usually as a result of pre-existing conditions.

      On your application form for Health Cover for Me, you will need to provide us with information about your medical history, as well as any details for any dependent children that you wish to cover.

      We will review your application form and using the information that you have provided will decide the terms of cover that we can offer you. If necessary, we may ask you to get further information from your GP so that we can do this.

      Any special exclusions (usually for pre-existing conditions) will be clearly shown on your Policy Certificate which is sent within the Welcome Pack.

      If you have any questions about an exclusion that we have placed on your policy and want to discuss this before going ahead with Health Cover for Me, please contact our Customer Sales team on 0300 123 3209. They will be able to explain the exclusion and consult with one of our underwriters to gather more information for you if required.

      Once you have a Health Cover for Me policy and a new eligible medical condition arises, this will be covered immediately. All you need to do is contact us so that we can authorise the treatment.

  • My Costs

    What will it cost me?

    With Health Cover for Me, we aim to provide you with quality Private Medical Insurance but at an affordable price. It’s important that you understand the costs and how you can personalise them to match your circumstances.

    This section explains how you can lower your premiums by benefiting from one of our discounts. These discounts recognise and reward good health.

    Comparing Health Cover for Me with other products

    Each Private Medical Insurance product is different, so we understand that it is very difficult to make a comparison, especially as each insurer offers different ways to reduce the cost.

    Some insurers offer no claims discounts. We don’t, because we believe that they may prevent you from claiming in order to keep your discount, which can’t be good for your health. Health Cover for Me is designed to be used.

    No claims discounts can make people reluctant to use their policies if they have a small claim as they don’t want to lose their discount. As a result they pay for the treatment themselves. This means that they end up paying a premium for a policy they don’t use and pay for their treatment. Health Cover for Me is designed to be used.

    Some other insurers will offer you discounts for an excess on your policy. In these circumstances you will have to pay the first part of a claim under your policy. Your insurer will not be liable for any costs until you have paid this excess sum.

    We use a ‘co-payment approach’ meaning that you have the option of reducing your premiums by choosing one of our co-payment options. Using a co-payment approach means that we will always share part of the costs of treatment from the very first pound you claim. Co-payments are explained in full within this section.

    We believe that you deserve a simple plan that is easy to understand and importantly that is designed to be used, should you need to. Health Cover for Me does this.

    • Health Discounts

      There are a number of ways in which you can reduce the amount you pay each month.

      Body Mass Index (BMI)

      If your BMI is below 25, you will benefit from a 10% reduction in your premium.

      Recommended BMI chart  
      Underweight BMI less than 18.5
      Ideal BMI 18.5 – 25
      Overweight BMI 25-30
      Obese – should lose weight BMI 30-40
      Very obese – lose weight now BMI greater than 40

      To find out if you if you qualify for a 10% healthy bmi discount click here to get a quote

      Non-Smoking

      If you are a non-smoker and haven’t smoked tobacco within the last 12 months, your premium will be further reduced by 10%.

      The following example shows how you can benefit from these available discounts with Health Cover for Me:

      Starting Cost   £80 per month
      BMI discount 10%  
      No smoking discount 10%  
      Total Discount 20% £16 per month
      Net cost   £64 per month
    • Co-payment

      Health Cover for Me offers you the choice of a co-payment option to save you money each month if you wish. This means that if you need to claim, you will pay a percentage of the treatment costs – either 10%, 25% or 50% of the treatment costs.

      You don’t need to worry that your costs will escalate out of control as we have limited the amount that you will pay.

      Co-payment rate Maximum amount you would have to pay (per person, per year)
      10% £2,000
      25% £5,000
      50% £10,000

      The higher the co-payment option, the lower your premiums become.

      you would like to see how a co-payment would affect your premium, you can get a quote online or by calling our Customer Sales team on 0300 123 3209.

      Examples of how Co-payment works

      The following table shows approximate medical procedure prices (as at October 2008) and what your share would be on each co-payment level.

          What you will pay
      Treament Approx cost 10% 25% 50%
      Diagnostic endoscopic exam of bladder £1,200 £120 £300 £600
      Diagnostic colonoscopy £1,860 £186 £465 £930
      Gallstone removal £4,800 £480 £1,200 £2,400
      Replacement of aortic valve £25,700 £2,000* £5,000* £10,000*

      * shows the maximum amount you will have to pay due to the capped limits in place on the co-payment options.

      Paying my share of the treatment costs

      The hospital/specialist will usually send the invoice for the treatment directly to us. At this point, we will process the invoice and pay our share of the treatment costs direct to the hospital or specialist. We will then send a ‘Claims Settlement Advice’ letter to you that explains how much you owe so that you can pay the balance directly to the hospital/specialist.

    • Reimbursing me

      It is normal for us to pay for your treatment direct to the hospital or specialist. However, if we have authorised treatment for you and you pay for this treatment yourself, we will reimburse you by transferring the money due to you directly into the bank account used for your premium payments.

    • Paying my premium

      You pay for your Health Cover for Me policy by monthly Direct Debit for which we do not charge any extra cost.

      This is very easy to set up. A Direct Debit instruction is part of the application form. All you need to do is complete and sign this form and we will make the necessary arrangements with your bank.

      When you join Health Cover for Me, we will let you know when we are going to collect money from your account. This will always be at least 14 days after you have joined Health Cover for Me to give you the opportunity to cancel the policy if you wish.

    • My Premium

      Premiums for Health Cover for Me include Insurance Premium Tax which is currently charged at 5% of your premium. If this is changed, we will amend the premiums to incorporate the new rate set by the Government and we will give you reasonable prior notice of this change. Apart from increases due to tax changes, there will be no alterations to your premiums during the policy year.

    • Renewing Health Cover for Me

      Health Cover for Me is an annual policy so every year we will advise you of any changes to your policy including the premium for the coming year.

      Before buying a private medical insurance policy you need to understand that the premiums usually increase every year. These increases are usually above the rate of general inflation as they are mainly related to the rising cost of medical treatment and the increased charges that hospitals make for treatment.

      Your premium increases as you get older, as you are more likely to need treatment. In addition, premiums can increase as a result of our claims experience across all Health Cover for Me policies; the more claims, the greater the pressure for an increase.

      We seek to manage both these elements so that any increases are kept to a minimum.

      We aim to send the renewal pack to you up to four weeks before your renewal date. You have the option each year of changing or cancelling your policy which you can do by ringing our Customer Support team on 0300 123 3200.

  • My Claim

    We want to ensure that any claim you make is as stress free as possible. We understand that when you or your family are ill, injured or require treatment, you want to know you’re covered quickly and easily. Our goal is to allow you to concentrate on what is most important; your health.

    This section explains how the claims process works with Health Cover for Me. We have provided a step by step process to help guide you through what you need to do.

    All you need to remember before going ahead with any tests or treatment is to contact our Customer Support team on 0300 123 3200. They will guide you through the claims process.

    • The claims process

      Approved treatment requires a referral from your GP and results in you seeing a consultant or specialist.

      After speaking to our Customer Support team, they will send you a form, which you will need to give to your consultant to complete. On this form, the consultant will tell us what treatment (if any) is needed and we will then contact you to let you know whether this is covered. You can then proceed to benefit from any treatment or diagnostic tests that are recommended

      So how does it work in practice? The following chart will help to explain.

      Claim process diagram
    • Claims – some important notes

      • Claims must be authorised by us before you go ahead with treatment. This can be done by calling Customer Support on 0300 123 3200. By doing so you can go ahead with the treatment, safe in the knowledge that you are covered
      • Emergency treatment is not covered. Once your condition has been stabilised and if your consultant agrees, you can be transferred (with our prior approval) to private facilities or become a private patient within the NHS
      • Claims will not be paid if your premiums are not up to date
      • All claims made in the first year of the policy will be referred to our Chief Medical Officer
      • Additional information may be required from your GP at the time of claim
      • If a claim can be paid under another insurance policy or by anyone else, we will only pay the proper share.

  • My Membership

    Having joined Health Cover for Me, you can relax in the knowledge that, if needed, you have a plan that provides you with quality private medical treatment.

    You don’t need to do anything now but please put your Policy Certificate (when issued) in a safe place so that you can easily find out what to do if you need to claim.

    This section explains about your membership and how we look after you and your policy, and what happens at renewal.

    If you need to update your details or want to make any changes to your Health Cover for Me policy, let this section be your guide.

    • Renewing Health Cover for Me

      As described in the My Costs section, Health Cover for Me is an annual policy so every year we will advise you of any changes to your policy including the premium for the coming year.

      We will always give you plenty of notice as we aim to send the renewal pack to you up to four weeks before your renewal date. Each year, you have the option of changing or cancelling your policy which you can do by ringing our Customer Support team on 0300 123 3200.

    • Making changes to your policy

      If any of your details change, please let us know. We will always send information to the address that you supplied on your application form unless you tell us of a change of details.

      Some things can only be changed at your renewal; for example, a change in the level of co-payment. If you want to discuss any aspect of your policy, please ring our Customer Support team on 0300 123 3200 who will be able to help you.

    • Adding a child to the policy

      Once your child is over 3 months old you may add them to your policy. They may remain on your policy until the renewal after their 21st birthday, or their 25th birthday if they are in full time education. Simply contact our Customer Support team on 0300 123 3200 who will be able to help you.

    • Cancelling your policy

      We don’t want you to leave us but understand that sometimes circumstances change and you may wish to cancel your policy.

      You can cancel your policy up to 14 days after you receive your policy documents or within 14 days of when the policy starts, if later. If you need to cancel your policy, please contact our Customer Support team on 0300 123 3200, send an email to enquiries@exeterfriendly.co.uk or write to us.

      On the other hand, we may cancel your policy at any time, but only for the following reasons:

      • The premium is in arrears
      • You have acted dishonestly and knowingly claimed for benefits that you were not entitled to, or not disclosed facts that would affect the terms of your cover.

    • GP Helpline 0118 936 5655

      As a member of Health Cover for Me, you have access to a 24 hour GP helpline, available 365 days a year. This valuable service allows you to obtain information and advice about a health concern you may have or even a diagnosis that you have already received. With no limit to the length of the call, you may even find that you don’t need to visit your GP, saving you time and worry.

      You make an initial telephone call to the GP Helpline number 0118 936 5655 and an experienced operator will arrange for a UK GP to call you back at a time convenient to you, whether it is day or night.

      The GP helpline is a confidential service and is provided by an independent company that has been selected by us.

  • My Insurance Company

    Let us introduce ourselves and tell you a bit about us.

    Who are we?

    Established in 1927, we have been providing Private Medical Insurance ever since. We take pride in offering quality products and are renowned for the high levels of customer service that we give our members.

    As a friendly society, we have no shareholders, meaning that we can concentrate our efforts on our members and improving the service and benefits.

    • Language & Law

      All documents relating to Health Cover for Me, including any communications with you will be in English. The Laws of England and Wales are applied to Health Cover for Me.

    • How we handle information about you

      Due to the nature of what we do, we hold personal information about you; this means that we can make sure we provide the quality cover that you expect. You have our assurance that this information will always be treated in confidence.

      We will use the information to contact you about your policy at renewal and if you need to make a claim. Also we may need to pass on information to a hospital or specialist who is involved in your care.

      However, there are other reasons why we would use this information such as:

      • Fraud prevention agencies
      • Passing information to carefully selected parties (including the intermediary who arranged your cover, if any) as part of our administering your plan
      • Passing information to carefully selected parties for research, advertising, marketing or selling purposes (for example tell you about new products).

      Further information about why we hold this information can be found in the Register of Data Controllers. You can view and obtain a copy from the Office of the Information Commissioner at www.ico.gov.uk

    • We don’t always get it right

      We aim to provide our members with the service that you expect, but we don’t always get it right.

      If you are not satisfied with any aspect of the service we provide, please contact our Customer Support team on 0300 123 3200 who will help you to resolve your query. If they are unable to, please ask to be referred to a manager to address your concern. In nearly all instances this process brings about a conclusion that is satisfactory to everyone and that is our aim. If we can’t resolve your complaint immediately, we will respond to you within two working days and tell you how long the process will take.

      If you are still not happy with the outcome, your complaint will be reviewed independently from the department involved. We will respond to you within two working days and will give you a full response within the following two weeks, as long as we have received all the information we need from you or any third parties involved.

      However, if you feel that we have not resolved your query by the end of eight weeks from receiving your complaint or if we have not told you about a delay to our final response by the end of four weeks of receiving your complaint, you have the additional option of asking the completely independent Financial Ombudsman Service to investigate the matter on your behalf, by contacting them at:

      The Financial Ombudsman Service

      South Quay Plaza

      183 Marsh Wall

      London

      E14 9SR

      Telephone 020 7964 0500

      If you make a complaint to the Financial Ombudsman Service, it will not reduce your rights for taking any legal action against us.

    • Financial Services Compensation Scheme

      In the unlikely event that we become insolvent and unable to meet our financial obligations, you may be entitled to help from the Financial Services Compensation Scheme. You would be covered in full for the first £2,000 of any claim plus 90% of the remainder without any upper limit.

      Further details are available from the Financial Services Compensation Scheme at

      Website www.fscs.org.uk

      Telephone 020 7892 7300

    • Tell us how we are doing

      It’s always nice to hear if we’re doing a good job but equally we need to know if we can improve things. If you have any comments, good or bad, please contact our Customer Champion by writing, emailing or ringing:

      Telephone 0300 123 3200

      Email enquiries@exeterfriendly.co.uk

      In writing:

      Exeter Friendly Society

      Lakeside House

      Emperor Way

      Exeter

      EX1 3FD

  • My Definitions

    • Acute Condition

      A disease, illness or injury that is likely to respond quickly to treatment which aims to return you to the state of health you were in immediately before suffering the disease, illness or injury, or which leads to your full recovery.

    • Benefit

      The amount that may be payable by us under the policy for any eligible claim.

    • Cancer

      A malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

    • Chronic Condition

      A disease, illness or injury that has one or more of the following characteristics:

      • It needs ongoing or long-term monitoring through consultations, examinations, check-ups, and/or tests
      • It needs ongoing or long-term control or relief of symptoms
      • It requires your rehabilitation or for you to be specially trained to cope with it
      • It continues indefinitely
      • It has no known cure
      • It comes back or is likely to come back.
    • Co-payment

      An agreed percentage of authorised treatment costs to be paid by the policyholder, up to a set limit according to the co-payment option selected.

    • Day-patient

      A patient who is admitted to a hospital or day patient unit because they need a period of medically supervised recovery that does not occupy a bed overnight.

    • Dependent

      Your unmarried children to the annual renewal date following their 21st birthday, or 25th birthday if in full time education. By children, we mean any child for whom you or your partner holds the position of a legal guardian.

    • Diagnostic Tests

      Investigations, such as x-rays or blood tests, to find or to help to find the cause of your symptoms.

    • Home Nursing

      Skilled nursing by a qualified nurse at home immediately following in-patient or day-patient treatment. The nursing must be recommended and supervised by the specialist who treated the member, and must be required for medical as opposed to domestic reasons.

    • Hospice

      A dedicated facility for patients with an advanced progressive incurable disease, which attends to the physical, psychological and spiritual needs of the patient and those close to them.

    • In-Patient

      A patient who is admitted to hospital and who occupies a bed overnight or longer, for medical reasons.

    • Nurse

      A qualified nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

    • Out-Patient

      A patient who attends a hospital, consulting room or outpatient clinic and is not admitted as a daypatient or an in-patient.

    • Plan

      Health Cover for Me

    • Policy

      Our contract of insurance with you.

    • Policy Certificate

      The document issued by the Society which includes details of your cover and any personal restrictions that apply to your plan. To be read in conjunction with Health Cover for Me - All you need to know.

    • Policyholder

      The person who has taken out the policy as detailed on the Policy Certificate.

    • Pre-existing condition

      Any disease, illness or injury, for which:

      • You have received medication, advice or treatment; or
      • You have experienced symptoms;

      Whether the condition has been diagnosed or not in the five years before the start of your cover.

    • Premium

      The amount payable to the Society by the policyholder as detailed on the Policy Certificate.

    • Renewal Date

      The date on which the policy is renewed and as detailed on the Policy Certificate.

    • Society

      Exeter Friendly Society Limited.

    • Specialist

      A registered healthcare professional who must hold the appropriate qualifications and be on the GMC specialist register and must belong to a recognised professional regulatory body.

    • Treatment

      Surgical or medical services (including diagnostic tests) that are needed to diagnose, relive or cure a disease, illness or injury.

    • United Kingdom

      Great Britain, Northern Ireland, Channel Islands and the Isle of Man.

    • We/Our/Us

      Exeter Friendly Society Limited.

    • Year

      A period of 12 calendar months from renewal date or policy start date as detailed on the Policy Certificate.