Customer Portal FAQs

The new Customer Portal is an online tool which makes administering and servicing a Health Cash Plan much quicker and simpler for clients.

Watch our video on the new Customer portal here.

The new portal gives clients quick and easy access to manage employee details and cover 24/7 365:

• Quickly add and remove single or multiple employees at once - only paying for the cover they need!
• Make live changes or plan future changes for starters and leavers
• View and amend company paid cover levels and see additional bolt-ons
• Update employee details
• Re-issue registration emails to increase take-up and engagement
• View and produce membership reports

Watch our video on the new Customer portal here.

We are currently offering the portal to clients on company paid Classic and Tailored schemes, however we're working hard to make it available to clients on other schemes in the future.

From 1^st July 2023 the portal will be available to all clients on company paid Classic and Tailored schemes. We will provide clients with details at their time of renewal, however if clients would like to switch sooner they should contact their Broker or Account Manager. We're working hard to make it available to clients on other schemes in the future.

The portal has been designed to be easy to use, a detailed User Guide will be available to clients when switching.

No. The new Customer Portal does not allow for backdating of cover. However, the portal has some great features including allowing you to schedule starters and leavers so you only pay for the cover you need, making managing your health cash plan even easier.

We work hard to ensure that all Health Shield customers and members receive a fair and consistent experience. Therefore, the rules regarding starters and leavers outlined within our terms and conditions will be applied for clients not using the new Customer Portal from 1st September. These terms and conditions have not changed:

• All submissions should continue to be made to Membership changes - changes@healthshield.co.uk
• Cover cannot be backdated beyond the start of the payroll period month, the agreed cut-off period must be adhered to
• Any changes made after the cut-off date will not be actioned until the following payroll period, new starters will not be covered, and leavers will not be removed until the following period date

Backdating cover is not permitted within our terms and conditions. To ensure all clients and members receive the same great Health Shield experience, in line with FCA Consumer Duty, the rules will be applied from 1st September.  

If you are not using the new Customer Portal, all companies will have an existing cut off date and payroll period, these dates should be adhered to.

For example, a company has a payroll period running from the 1^st of the month (we will use September as an example) and a cut off date of the 10^th of the payroll period:

• All changes to cover employees from 1^st September must be made on or before the 10^th September
• All changes made after 10^th September would be effective from the 1^st of the following payroll period i.e. 1^st October

If you are using the new Customer Portal, you can either schedule changes to take effect for the next payroll period or activate cover immediately and pay on a pro-rata basis

Any discussion regarding changes to payroll period and cut off dates should be directed to the Credit and Billing Associate responsible for the scheme or Billing@healthshield.co.uk

Yes. Employers will be able to change an employee’s level of cover through the new Customer Portal immediately or schedule it to align with their next payroll period.

For those not using the new Customer Portal, changes to level of cover can still be done using the template direct to changes@healthshield.co.uk in line with cut off dates. If applicable, members can also change level by completing all relevant parts of the application form in their Welcome Packs. This should then be sent directly to us at Health Shield; forms can be scanned and emailed to paperless@healthshield.co.uk.

If the upgrades are via Direct Debit, we will action directly with the member

Please bear in mind that you will need to retain the invoice information each month for your P11D submission.

The process of topping up levels of cover has not changed. If employees wish to upgrade their cover and pay the increased level to us, they should complete all relevant parts of the application form in their Welcome Packs. This should then be sent directly to us at Health Shield; forms can be scanned and emailed to paperless@healthshield.co.uk.

If the upgrades are

• via Direct Debit, we will action directly with the member
• via company payroll, we will advise you of the upgrade to deduct from the members pay and the date to apply this from. Please note we will include relevant charges on the invoices

Please bear in mind that you will need to retain the invoice information each month for your P11D submission.

If your question has not been answered, please get in touch with your Broker, Account Manager or fill out a Contact Us form and we will be happy to help.