FAQs

FAQs

Where can I find my member number?

You’ll find it in your welcome pack, on your last claims payment notification or on any communications you’ve received from Health Shield. You can also get your member number sent to your registered email address by logging into the Members’ AreaYou can also contact our Customer Care team, you’ll just need to provide a few essential details such as your name, date of birth and postcode.

How can I make a claim?

Click here to make an online claim and follow the simple instructions. Alternatively you can download a claim form here or find one in your welcome pack, where you can also discover all about your benefit claim year. Just complete the claim form, attach your receipts and post it to: Health Shield, Electra Way, Crewe Business Park, Crewe, Cheshire, CW1 6HS.  Please note we’re unable to accept email claim forms and scanned receipts.

Using a health cash plan couldn’t be easier

  1. Infographic-1
  2. Infographic-21
  3. Infographic-3
  4. Infographic 41
  5. Infographic-5
  6. Infographic

There are 2 simple ways to claim

1Online

healthshield-laptop
  1. Infographic-2-1
  2. Infographic 221
  3. Infographic-2-3
  4. Infographic-2-4
  5. Infographic-2-5
  6. Infographic-2-6

2Paper based

paper-sheet
  1. Infographic-3-1
  2. Infographic 32
  3. Infographic-3-3
  4. Infographic-3-4
  5. Infographic-3-5
  6. Infographic-3-6

Where can I find a list of accepted qualifications?

With the exception of dentists and opticians you should check that your health practitioner has the required qualifications accepted by Health Shield before you book your appointment. You can check out the list of accepted qualifications .

How can I join Health Shield?

If you’re not a member of an employer plan, you can click here to join Connect our personal health cash plan. 

How can I amend my level of cover?

Simply fill out our contact form here.  For some plans you may need to fill out a new health declaration form.

How can I add a partner or a child to my membership plan?

Simply fill out the details of the additional person to be covered within your personal profile on your Members’ Area.  For some plans you may need to fill out a new health declaration form. You, and your partner and dependent children (if this applies) may only be covered or included in one membership.

How can I update my details?

If you need to change your address, email address or telephone number, you can do this within your personal profile on your Members’ Area.

If I leave my current job can I continue with my membership scheme?

You won’t be able to stay in your current scheme, but you can get in touch with our Customer Care team to find out if your new employer runs a similar scheme. Alternatively, you can join Connect our personal health cash plan. 

Is my family also covered?

Dependent children in full-time education are covered for free up to the age of 18, 21 or 24. The age they are covered up to depends on your scheme. Please see your welcome pack for full details about their cover and entitlement. To make claims for your partner, you’ll need to be contributing at the ‘You & Your Partner’ level of cover.

Your partner and any dependent children must be registered with Health Shield. Please check your details within your personal profile on your Members’ Area. If they are not registered, you can also add additional members within the personal profile area.  

What kinds of health benefits are covered?

Please refer to your specific scheme to check what benefits you’re covered for, you can find your membership plan within your Members’ Area. Our health cash plans can cover health benefits such as:

Physio Triage
Provides support for muscular and skeletal conditions over the phone. An initial triage is given before being referred to a physiotherapist if required.

Cancer Screening
Provides discounts on cancer screening services that can detect the early stages of most common cancers for bowel, breast, lung, cervical, prostate and skin cancer.

Workplace Health Screening
For employers, introducing a screening programme is a great first step to developing a wellbeing strategy that will have a real impact on motivation and productivity.

Dental
Covers items such as check-ups, braces, dentures, crowns, bridges, white fillings, veneers and teeth whitening. Also covers a practice’s dental plan premiums.

Optical
Cashback on eye tests, prescription glasses, sunglasses, laser eye surgery and contact lenses.

Chiropody
Covers items such as gait analysis assessments and podiatry treatments.

Prescriptions
Covers NHS prescription charges or the NHS cash equivalent for private prescription treatments.

Flu jabs
Cashback for Flu (influenza) vaccinations.

Hospital benefits inpatient/day surgery
Pays the appropriate rate for up to 25 days or nights admitted to hospital per year.

Parental hospital stay
Pays the appropriate rate for one parent to stay overnight in hospital with their child (up to 25 nights a year).

Specialist consultation
Provides cashback for specialist consultation charges, including X-rays as well as PMI excess charges.

MRI, CT & PET scans
Provides cashback for an MRI, CT or PET scan following referral by a consultant physician or consultant surgeon.

Health & wellbeing
Covers 21 alternative therapies including allergy testing, cognitive behavioural therapy, counselling fees, hypnotherapy and sports massage.

Health screening
Cashback for a full health screen, a Well Man, or Well Woman screen

Fitness & exercise
Access to offers and discounts on a wide range of fitness clubs and gyms via Health Shield’s reward website PERKS.

Online health assessment & personal coaching
Instant access to online health assessments and personal coaching tools including videos, factsheets and questionnaires

Dental accident
Cover for damaged teeth following a direct blow to the head. Members can claim for veneers, dentures and crowns.

Physiotherapy, chiropractic, osteopathy, acupuncture & homoeopathy
Cashback for pain relieving and preventative treatments, such as physiotherapy and acupuncture.

Maternity
A single payment for an NHS or private antenatal scan carried out within 26 weeks of becoming pregnant, or for the adoption of a child under the age of 5. This benefit has a qualifying period of 40 weeks.

Personal accident protection
Provides a single payment if a bodily injury caused by an accident results in death or prevents you from doing any job.

Home assistance cover
Up to 14 hours of paid personal care or domestic assistance after a planned hospital stay of 2 nights or more. Now covers parents of employees and partners parents if partner is covered.

24/7 counselling and support helpline
24-hour telephone advice, guidance and support from trained counsellors, legal and medical professionals on a variety of lifestyle issues.

Employee Assistance Programme
Provides up to 8 face-to-face counselling sessions and includes a Serious Illness and Accident Support service.

Virtual GP Surgery and Private Prescription Service
GP consultation service via phone or webcam, where a GP can also prescribe a private prescription to be delivered to a member’s home or workplace.

PERKS
At our rewards website you can access exclusive member offers including a large range of discounted retail products and services, including offers on travel, cashback on purchases and much more.

How can I check my benefit allowances?

The quickest and easiest way to check your benefit allowances is to register and log into our Members’ Area. Here you can access all of the information about your Health Shield membership, any time of the day or night.

When will my claim be paid?

We aim to process valid claims within 2 working days of receiving them. Once you’ve received notification of a claim payment, please allow 3 working days for the BACS transfer to show as a credit in your account.

Where should I go for therapies?

We can’t advise you about specific practitioners and locations. But before you book your appointment, please refer to our accepted qualifications list to make sure the practitioner has the relevant qualification for that therapy and it’s a therapy covered by your plan. The type of therapy received must be stated on your receipt. If it’s not, this may result in your claim being rejected. 

Why hasn’t my claim been paid?

If your claim hasn’t been paid, you may already have received your maximum annual entitlement. Alternatively we might not have received all the information we needed to process your claim. If necessary, we’ll return the claim to you, advising you of the additional information we need to process your claim. You can check your benefits and maximum levels within the your Members’ Area.

How many times can I claim in one benefit year?

There is no limit to the number of claims you can submit. Benefits will be paid at the appropriate rate, up to your maximum entitlement in any one benefit year. We pay claims in the benefit year according to the date you received treatment or were admitted to hospital.

What are the benefits of going paperless?

You’ll receive your information faster by email rather than post and there’s less chance of misplacing your documents as you can save them on your PC or desktop. So sign up to go paperless via our members area.

Still have a question?

If you still have a question please contact our Customer Care team who will be happy to help with any queries.

Get in Touch

Online

Contact

Phone

01270 588555