Is Health Shield open for business?

Yes, generally we’re working from home and it’s business as usual. Your Account Manager or Business Relationship Manager are available through the normal channels or you can Contact us online.

Royal Mail has notified of some changes to deliveries and collections as a result of COVID-19 which means it may take a little longer for post to reach us. FAQs.

Are claims taking longer than normal to be paid during the COVID-19 pandemic?

It’s currently taking 2 working days to process claims and a further 3-5 working days for the payment to reach a bank account. But given the circumstances, we are asking our members to please bear with us if it takes a little longer.

Will COVID-19 become a valid Life Event? And can we open our flex window?

No - COVID-19 won’t be classed as a Life Event.

Please contact your Account Manager if you wish to discuss this further.

Can members opt-out/leave their plan mid-term?

Yes, you’d follow the usual process for leavers/joiners. Members won’t be able to claim for anything during the opt-out period.

Can members opt in/re-join their plan mid-term?

Yes, if members opt back in within 6 months, we’ll waive the usual qualifying periods.

Will Furloughed employees still be covered on a company-paid cash plan?

Company Paid – Yes, if you continue to pay.

Voluntary Paid – Yes, if employees continue to pay their premium.

If an employee is no longer being paid (as some employers are offering unpaid leave) - can they remain part of the cash plan?

Yes. We monitor the number of time members do this within a benefit year but given the exceptional circumstances we’re allowing an additional change this year.

Can employees downgrade their cover level mid-term?

Yes. We monitor the number of time members do this within a benefit year but given the exceptional circumstances we’re allowing an additional change this year.

Can employees upgrade their cover level mid-term?

Yes. We monitor the number of time members do this within a benefit year but given the exceptional circumstances we’re allowing an additional change this year.

Can employees change their cover status mid-term? (i.e. partners costs)

Yes, T&Cs apply so only one upgrade or downgrade is allowed per year. Our Membership team will monitor this as normal.

Is there any financial assistance available for company-paid health cash plans?

Health Shield will work with you to assess what support may be required to help manage your plan. Please email AccountManagers@healthshield.co.uk and we’ll be in touch to discuss your options in more detail.

Do you offer free months cover options?

No.

Do you offer a money back incentive at the end of the year?

We’ll be assessing the situation overall and will consider all options.  As a not-for-profit Friendly Society any excess cash is re-invested back into Health Shield and used to improve our products and services and members’ customer experience.

What happens if a group drops below the minimum group size requirement?

Please contact your Account Manager or Business Relationship manager at least 3 months before your renewal date.

I'm a Corporate Client - how do I contact you?

Please contact your Employee Wellbeing Consultant directly or email AccountManagers@healthshield.co.uk.

EAP Service update

For schemes with access to our Employee Assistance Programme or 24/7 Counselling and Support Helpline.

Our EAP service provider’s Business Continuity Plan is built on a robust approach to risk management, scenario planning and stress-testing their operational capabilities. Their business continuity planning team are meeting daily to assess the levels of risk and have been preparing for any potential significant transmission of COVID-19 in the UK and Ireland.

  • Our provider of this service operates a sophisticated telephony and case management system which allows their workforce planning team to continuously monitor all core elements of service delivery, including telephony, email and instant chat, providing real-time updates on resource volumes to senior management.
  • Furthermore, robust case management processes are in place to maintain the delivery of therapy services. If travel restrictions are imposed or there is a requirement to self-isolate, then by mutual agreement therapy sessions will continue using alternative mediums such as telephone, online or via their secure video platform.
  • Our provider of this service is following all Government, Public Health England / Health Service Executive (Ireland) and World Health Organisation (WHO) guidance including signposting to the NHS 111 (UK) / HSE 112 (Ireland) service and encouraging clients to do the same when most required in order to maintain the health and wellbeing of their people.

Official Statement

GP Anytime service update

For schemes with access to our GP Anytime service.

In the last two weeks our GP Anytime provider have been experiencing a sustained level of unprecedented demand for the GP services.

As the nation reacts to an evolving health pandemic, we are pleased patients are finding certainty and reassurance in speaking with our provider’s GPs. Wait times for telephone and video appointments remain slightly longer than normal, however our provider of this service continues to take steps to reduce wait times.

We're working closely with our GP Anytime provider to continue to monitor demand carefully on both call and appointment wait times. Several initiatives have been implemented in order to support patients effectively and efficiently during this time. One such initiative includes offering focussed, advice only consultations with ‘ring-fenced’ GP resource dedicated specifically for patients concerned about Covid-19.

Coronavirus content hub

Thrive service update

For schemes with access to our mindfulness app, Thrive.

There are no changes to the app and it’s running as normal.

Sign up via the Health Shield Members’ Area using the company coupon code.

Home Assistance service update

For schemes with access to our Home Assistance Cover.

The Home Assistance service is running as normal, calls are being handled within SLA and care agencies are still assessing and organising care at home where required.

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.

On-Demand Physio update

For schemes with access to our On-Demand Physio service.

Health Shield’s On-Demand Physio service is unable to refer members for face to face physiotherapist sessions however the Physio Advice Line is open as normal to support.

Contact details can be found within the MyWellness section of the Health Shield’s Members’ Area.