As an FCA-authorised broker that has helped arrange over 900,000 policies, WeCovr knows that understanding your private medical insurance (PMI) is key. This expert guide simplifies the claims process in the UK, ensuring you can access the high-quality care you've paid for, right when you need it.
Step-by-step guide to using your PMI effectively when you need it
Private medical insurance is designed to give you peace of mind, offering faster access to specialist consultations, diagnostic tests, and private treatment. However, when the time comes to use it, the process can sometimes feel daunting.
This guide breaks down the entire claims journey, from your first GP visit to the final bill being settled. We'll demystify the jargon, highlight common pitfalls, and show you how to navigate the system with confidence.
Understanding Your Policy First: The Foundation of a Smooth Claim
Before you can make a claim, you must understand what your policy does and doesn't cover. Your policy documents are your contract with the insurer. Taking an hour to read them when you first buy your cover can save you a world of confusion later.
Look for these key sections:
- Table of Benefits: This summarises your cover levels. It will detail things like your out-patient limit, cancer cover, and mental health support.
- Exclusions: This is arguably the most important section. It lists what your policy will not pay for.
- Hospital List: This tells you which private hospitals and facilities you are covered to use.
Key Terms You Must Know
| Term | What It Means in Plain English |
|---|
| In-patient | You are admitted to a hospital and stay overnight. |
| Day-patient | You are admitted to a hospital for a procedure but go home the same day. |
| Out-patient | You visit a hospital or clinic for a test or consultation but are not admitted. |
| Policy Excess | The amount you agree to pay towards the cost of your claim. This is typically paid once per policy year, per person. |
| Benefit Limit | The maximum amount your insurer will pay for a specific type of treatment, often for out-patient cover. For example, a £1,000 limit for consultations and tests. |
This is the single most important concept to grasp about private medical insurance in the UK.
Standard UK PMI is designed to cover acute conditions that arise after you take out the policy. It does not cover pre-existing or chronic conditions.
- An Acute Condition is a disease, illness, or injury that is likely to respond quickly to treatment and lead to a full recovery. Examples include a broken bone, appendicitis, or a cataract.
- A Chronic Condition is an illness that continues indefinitely. It has no known cure and is managed with medication or ongoing therapy. Examples include diabetes, asthma, arthritis, and high blood pressure.
Insurers will not pay for the ongoing management of chronic conditions. They may, however, cover the initial diagnosis and stabilisation of a newly-diagnosed chronic condition, before handing your care back to the NHS for long-term management.
The Claims Journey: A Step-by-Step Walkthrough
When you develop a new symptom and need to see a specialist, follow these steps to ensure a smooth and successful claim.
Step 1: See Your GP
For almost all non-emergency conditions, your journey begins at your GP surgery. You need to see your NHS or a private GP to discuss your symptoms. They will assess you and decide if you need a referral to a specialist.
- Modern policies often include a Virtual GP service. This allows you to have a video consultation with a registered GP, often 24/7, from the comfort of your home. This can be a much faster way to get an initial assessment and a referral.
Step 2: Get an 'Open Referral'
If your GP agrees you need to see a specialist, ask them for an open referral.
- A Named Referral is to a specific specialist (e.g., "Dr. Smith at The Cromwell Hospital"). This can limit your options and may not be covered by your insurer.
- An Open Referral is for a type of specialist (e.g., "a consultant dermatologist" or "an orthopaedic surgeon"). This gives your insurer the flexibility to help you find a covered specialist who can see you quickly.
Always get a copy of the referral letter, as your insurer may ask to see it.
Before you book any appointments, you must contact your insurer to get the claim authorised. Most insurers offer several ways to do this:
- By phone (the most common method)
- Through their online customer portal
- Via their mobile app
Have this information ready when you call:
- Your policy number
- Your full name and date of birth
- A description of your symptoms and when they started
- The details from your GP's open referral letter
The claims handler will ask you a series of questions to understand your condition and check that it's covered under your policy. Be honest and provide as much detail as possible.
Step 4: Receive Your Claim Authorisation
If your condition is covered, the insurer will give you a pre-authorisation number or claim number. This is your golden ticket. It confirms that the insurer has approved the initial consultation and any subsequent tests or treatment up to a certain point.
- Important: Authorisation is usually given in stages. You will get authorisation for the initial consultation first. If the specialist recommends a scan or a procedure, you (or the specialist's secretary) will need to contact the insurer again with the details and the new medical code (called a CCSD code) to get that next stage authorised.
Step 5: Choose Your Specialist and Hospital
Your insurer will use your open referral to provide you with a list of approved specialists and hospitals.
- Hospital Lists: Most policies have a tiered hospital list. Your chosen list determines which facilities you can use. Using a hospital outside your list will not be covered.
- Guided Consultant Lists: Some policies, often at a lower premium, use a "guided" or "expert select" option. This means the insurer will select a handful of specialists for you to choose from, based on factors like clinical excellence and cost-effectiveness.
Your insurer's claims team will help you find a suitable option and can often provide information on waiting times for different consultants.
Step 6: Book Your Appointment
Once you've chosen a specialist from the approved list, you can contact their secretary to book your first appointment. When you book, you must provide:
- Your private health insurance details (provider and policy number)
- Your pre-authorisation number
This tells the hospital that your insurer has agreed to pay and allows them to arrange direct billing.
Step 7: Attend Your Treatment
Attend your consultation, tests, or procedure as planned. Your focus should be entirely on your health.
If the specialist recommends further treatment (e.g., physiotherapy after surgery or a follow-up scan), remember to get this next stage pre-authorised by your insurer before you book it.
Step 8: Settling the Bill and Paying Your Excess
In almost all cases, the financial side is handled directly between the hospital/specialist and your insurer. You should not receive any bills, except for your policy excess.
- Paying Your Excess: Your excess is your contribution to the claim. For example, if your excess is £250 and your treatment costs £3,000, you pay the first £250, and your insurer pays the remaining £2,750.
- You typically pay your excess directly to the private hospital at the time of your first treatment. You only pay the excess once per policy year, even if you have multiple claims.
Common Pitfalls and How to Avoid Them When Claiming
Even with the best intentions, things can go wrong. Here are the most common mistakes policyholders make and how you can avoid them.
| Pitfall | How to Avoid It | Real-Life Example |
|---|
| Not Getting Pre-Authorisation | Always call your insurer first. Never book an appointment or procedure assuming it will be covered. | David's GP refers him for an MRI. He books it immediately at a local private clinic. His insurer later declines the £700 invoice because the claim was never authorised, and the clinic wasn't on their approved list. |
| Using a Non-Approved Provider | Stick to the list. Only use specialists and hospitals recommended or approved by your insurer during the authorisation call. | Priya needs knee surgery. Her friend recommends a top surgeon, so she books with them. She later finds out the surgeon practises at a hospital not on her policy's list, and her claim for the £8,000 surgery is rejected. |
| Misunderstanding Out-patient Limits | Check your benefit table. Be aware of your financial limit for out-patient care. Track your spending against it. | Tom has a £1,000 out-patient limit. His initial consultation is £250, and a subsequent MRI is £800. His policy covers the full £1,050, but he is left to pay the £50 over his limit himself. |
| Claiming for an Excluded Condition | Read your policy exclusions. Be clear on what is not covered, especially chronic conditions, pre-existing conditions, and routine check-ups. | Fatima tries to claim for her routine asthma check-up and prescription costs. The claim is declined because asthma is a chronic condition, and its routine management is a standard exclusion. |
What Happens if My Claim is Rejected?
It's disheartening to have a claim rejected, but don't panic. There is a clear process to follow if you believe the decision is unfair.
- Request the Reason in Writing: Ask your insurer for a detailed written explanation of why the claim was declined. They must provide this. It will refer to specific clauses in your policy.
- Review Your Documents: Compare the insurer's reason for rejection against your policy wording. Is there a misunderstanding? Did you fail to follow the correct procedure?
- Use the Internal Appeals Process: Every insurer has a formal complaints procedure. Write a letter or email outlining why you disagree with their decision, providing any supporting evidence (like a letter from your specialist). Your case will be reviewed by a senior claims assessor or a clinical panel.
- Escalate to the Financial Ombudsman Service (FOS): If you've completed the insurer's internal process and are still unsatisfied (or if they take more than eight weeks to respond), you can take your case to the FOS. The FOS is an independent, free-to-use service that settles disputes between consumers and financial services firms. Their decision is binding on the insurer.
Making the Most of Your Private Health Insurance Beyond Claims
Modern PMI policies are evolving from simple treatment cover into holistic health and wellbeing partnerships. You're paying for more than just claims—make sure you use all the benefits available.
- 24/7 Virtual GP: Skip the NHS GP waiting times for a quick video call and advice.
- Mental Health Support: Most policies now include access to telephone counselling or a set number of face-to-face therapy sessions without needing a GP referral.
- Wellness Programmes: Many insurers incentivise healthy living. You can get discounts on gym memberships, fitness trackers, and even healthy food.
- Health and Wellbeing Apps: Your policy may give you access to a suite of apps for things like mindfulness, nutrition, and fitness programmes. For example, WeCovr provides all its health and life insurance customers with complimentary access to CalorieHero, an advanced AI-powered calorie and nutrition tracking app.
- Member Discounts: As a policyholder, you often get access to exclusive discounts on other products and services. With WeCovr, buying PMI can unlock discounts on other essential cover like life insurance or income protection.
How a PMI Broker Like WeCovr Can Help
Navigating the private medical insurance UK market can be complex. An expert, independent broker acts as your guide.
Working with a specialist broker like WeCovr offers significant advantages:
- Whole-of-Market Comparison: We compare policies from all the leading UK insurers to find the cover that best suits your needs and budget, explaining the subtle but important differences.
- Expert Advice: We are authorised and regulated by the Financial Conduct Authority (FCA). Our experts demystify the jargon around underwriting, hospital lists, and benefit limits, so you make an informed choice.
- Claims Support: While you will manage your claim directly with the insurer, a good broker is there to offer guidance if you hit a bump in the road. We can help you understand the process and your rights.
- No Extra Cost: Our service is completely free to you. We are paid a commission by the insurer you choose, which is already built into the premium. You get expert, impartial advice at no extra cost.
Comparing UK PMI Providers: A Quick Overview
The UK has a competitive PMI market. Here’s a brief look at some of the major providers an expert broker might compare for you.
| Provider | Key Feature / Focus | Example Benefit Often Included |
|---|
| Bupa | One of the UK's oldest and largest providers. Known for extensive cancer cover and a large network of hospitals and facilities. | Direct access to cancer specialists without a GP referral for certain symptoms. |
| Aviva | A major UK insurer with a strong reputation. Offers a clear and comprehensive core policy with flexible add-ons. | 'Expert Select' option which guides you to their chosen specialists, often reducing premiums. |
| AXA Health | Focus on a customer-centric approach and comprehensive cover. Strong mental health and virtual GP services. | A generous 'guided' out-patient allowance and strong digital health tools. |
| Vitality | Unique approach linking insurance with a proactive wellness programme that rewards healthy living with discounts and perks. | Active Rewards programme offering cinema tickets, coffee, and discounts on Apple Watch for staying active. |
Do I always need a GP referral to make a private health insurance claim?
Generally, yes. For most specialist consultations and treatments, you will need a referral letter from a GP. However, many modern policies now offer 'direct access' for specific conditions like cancer, mental health, and physiotherapy. This allows you to contact the insurer directly without seeing a GP first if you have certain symptoms. Always check your policy documents to see what direct access services you have.
What is a policy 'excess' and when do I pay it?
An excess is a fixed amount you agree to pay towards the cost of your treatment when you make a claim. For example, if your excess is £200 and your treatment costs £2,500, you pay the first £200, and the insurer pays the remaining £2,300. You typically pay it only once per person per policy year, regardless of how many claims you make. The hospital will usually contact you to arrange payment of the excess directly after your first consultation or treatment.
Will making a claim increase my private health insurance premium?
Making a claim can affect your renewal premium, but it depends on your policy's 'No Claims Discount' (NCD) structure. Much like with car insurance, a protected NCD can safeguard your discount even if you claim. However, premiums also increase due to age and medical inflation (the rising cost of healthcare). So, while a claim might reduce your NCD, your premium would likely have risen slightly at renewal anyway. It's important not to let this deter you from using the cover you have paid for when you genuinely need it.
What's the difference between moratorium and full medical underwriting?
These are two ways insurers deal with pre-existing conditions. With Full Medical Underwriting (FMU), you disclose your entire medical history on an application form. The insurer then states upfront what will be excluded. With Moratorium (MORI) Underwriting, you don't disclose your history initially. Instead, the policy automatically excludes any condition you've had symptoms, treatment, or advice for in the 5 years before joining. However, if you then go 2 continuous years on the policy without any issues relating to that condition, it may become eligible for cover. MORI is faster to set up, while FMU provides more certainty from day one.
Take the Next Step with Confidence
Understanding how to make a claim is the key to unlocking the true value of your private medical insurance. By following these steps and being aware of the potential pitfalls, you can ensure a smooth, stress-free experience.
If you're looking for a new policy or want to review your existing cover, speaking to an expert is the best first step. Get a free, no-obligation quote from WeCovr today. Our specialist advisors will compare the UK's leading insurers to find the perfect policy for your needs and budget, giving you complete peace of mind.