Coronavirus (COVID-19)
FAQs for members

 

 

We are closely monitoring the impact of COVID-19 on our members and will continue to update our guidance as the situation evolves.

The Financial Conduct Authority (FCA), the conduct regulator for financial services firms, has published consultations on what it expects from insurers in these exceptional circumstances.

We’ve created some online support below in response to this guidance, including the value you can continue to expect from your policy with us and the steps we have taken to ensure fair treatment of our members.

Will you pay a claim on a life cover policy if I die of coronavirus?
Yes, we will assess a claim in the usual way.

Will you pay a claim on an income protection policy if I am unwell due to coronavirus?
Yes, we will consider claims. We will establish if your illness is preventing you from undertaking your own occupation. If you are currently unable to work due to lockdown, we will establish whether your illness would have prevented you from undertaking your usual duties. If you are receiving a grant from the Government due to lockdown, this would be taken into account and treated as continuing income.

Will you pay a claim if I am self-isolating?
If you had an income protection policy in place before 12pm on 16 March 2020, we will consider making an ex-gratia payment outside the terms and conditions of the policy if you have received official medical guidance to self-isolate, from Public Health England, NHS 111 or a GP. 

For policy applications submitted on or after 16 March 2020, any claims for self-isolation
(including medically advised self-isolation), will not be considered.

I am listed in the NHS ‘vulnerable’ group and have been advised to self-isolate. Will I be able to claim?
As a minimum we will consider paying for 14 days of self-isolation. We will then consider further a supplementary ex gratia payment depending on the individual circumstances.

Will you pay a claim if I travel abroad and have to self-isolate on my return?
All claims will be individually considered, but it is unlikely that we will make any ex-gratia payments if you travel overseas (to or from the UK) and are required to self-isolate as a result.

Will you pay a claim if my income reduces due to coronavirus or I am made redundant?
We wouldn’t be able to pay a claim in these circumstances. Our income protection policies are designed to cover a loss of income resulting from illness or injury, not as a result of economic factors.

If I claim for income protection in the future and my job or income has been affected by coronavirus, how will you assess it?
We will consider every situation individually. We normally assess a claim by gathering evidence of your personal taxable income in the 12 months immediately before your illness or injury, however where it is clear that coronavirus has interrupted your normal earnings we will take a common sense approach to your claim.

I would like to keep my policy but I am struggling to pay my premiums due to coronavirus. What are my options?
We are committed to helping you keep your insurance cover in place, please call us and we will talk through the options available.

What other support can you offer me?
With the NHS currently under immense pressure, our member benefits app, HealthWise, can give you direct access to medical experts via your smartphone or tablet. HealthWise is free to use and includes access to four remote GP consultations each year, a second medical opinion service and six virtual consultations for both physiotherapy and mental health support.

The HealthWise app can be downloaded from the App Store or Google Play. You will need your policy details in order to activate your HealthWise account.

Can I still use my health insurance plan?
Some private facilities in the UK are now accepting patients, although there will be regional differences. If you have a health concern you would like to discuss with us, please contact our claims team on 0300 123 3253 (+44 1392 36 35 36 from overseas) between 8am – 8pm Monday to Friday and 8am – 1pm on Saturdays.

We have set out the following steps to support you during this period.

Clinical Support Centre
We understand that you may still be worried about accessing care, so we’re pleased to let you know that you can continue to access the Clinical Support Centre for eligible claims for the remainder of 2020. The provides virtual access to specialist consultations with some of UK’s leading specialists and practitioners by telephone, video or online.

Members using the Clinical Support Centre will not have to pay any policy excess and the No Claims Discount (where applicable) won’t be affected, nor will out-patient benefits for consultations and diagnostics. Normal personal and policy exclusions still apply, however, and any treatment resulting from use of the service will need to be covered within your policy limits. To access the Centre, please contact our claims team on 0300 123 3253 or +44 1392 36 35 36 from overseas.

Impact on premiums
We expect that the current situation will result in The Exeter paying less in claims than expected during 2020. As a result, we have made a commitment to our members based in the UK that any surplus resulting from a reduction in claims will be returned to them. Once the full impact of the COVID-19 outbreak is clear we will determine the best way to do this. This applies to the following new and existing policies; Health+, Health Cover for Me, Health Choices for Me, Health Essentials for Me, Exeter Care Preferred Plan, Exeter Care Low Cost Plan, RBS Plan, Shared Care, UK Plan and Prudential Medical Benefits Fund. 

Enhanced cash benefit
In response to the requisitioning of private hospitals by the NHS, we have added a temporary ex-gratia benefit to health insurance policies. From 1 April – 31 December 2020, we will offer an enhanced cash benefit of £500 per night to members who are treated without charge in either an NHS or private setting, for any eligible claim including COVID-19.

This benefit will be capped at £10,000 and will not affect any excess, No Claims Discount, available cash benefit or overall policy benefit limits. It applies to the following new and existing policies; Health+, Health Cover for Me, Health Choices for Me, Health Essentials for Me, Exeter Care Preferred Plan, Exeter Care Low Cost Plan, RBS Plan, Overseas Plan and Interplan Worldwide. Claims for cash benefit must be submitted within 3 months of hospital discharge.

I would like to keep my policy but I am struggling to pay my premiums due to coronavirus. What are my options?
We are committed to helping you keep your insurance cover in place, please call us and we will talk through the options available.

What other support can you offer me?
With the NHS currently under immense pressure, our member benefits app, HealthWise, can give you direct access to medical experts via your smartphone or tablet. HealthWise is free to use and includes access to four remote GP consultations each year, a second medical opinion service and six virtual consultations for both physiotherapy and mental health support.

Please note that HealthWise will be unable to provide any consultations related to COVID-19 as the NHS is ensuring that all COVID-19 treatment is centralised.

The HealthWise app can be downloaded from the App Store or Google Play. You will need your policy details in order to activate your HealthWise account.