|
Is my money safe?
Q: What is the Direct Debit Guarantee?
A: If a mistake is made by your bank or by United Patients, your bank guarantees to give you your money back and then sort out the problem directly with United Patients - who pays for the additional costs is none of your concern:
- This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.
- If the amounts to be paid or the payment dates change United Patients will notify you at least 10 working days in advance of your account being debited or as otherwise agreed.
- If an error is made by United Patients or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.
- You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.
Go to Top
Q: What is Paperless Direct Debit?
A: The Paperless Direct Debit service enables organisations to sign up customers for Direct Debit collections by telephone, the Internet, telephone keypad or face-to-face. Direct Debit arrangements can be set up without the Payer having to sign a paper Direct Debit Instruction. United Patients obtain your bank details and send them to your bank via an automated submission system (AUDDIS). Paperless Direct Debit is therefore only available to organisations using the AUDDIS service and who can satisfy stringent additional criteria
.
Go to Top
Q: If I set up a Direct Debit over the telephone or via the internet what record will I have of the agreement?
A: You will be sent written confirmation of your Direct Debit Instruction within three working days of the telephone call or other online sign up. Alternatively a letter incorporating advance notice information will be sent to you no fewer than 10 working days before the first collection is debited, providing the first collection is made within a month of the Direct Debit being set up. Simply check the details and contact us if you have a query. Regardless of what method of sign up you agree to, you are still fully covered by the Direct Debit Guarantee.
Go to Top
Q: How can I be sure my account is safe from fraud?
A: It's very unlikely that this will ever occur because companies using AUDDIS go through a careful vetting process before they're authorised, and are closely monitored by the banking industry. This means they're checked for integrity, sound financial standing and administrative capability before being permitted to offer Direct Debit as a payment method. But if money were to be drawn from your account fraudulently you'd be protected by the Direct Debit Guarantee, and would be entitled to an immediate refund from your bank.
Go to Top
Q: How will my bank know it's really me authorising a Direct Debit Instruction if it hasn't checked my signature?
A: Under The Automated Direct Debit Instruction Service (AUDDIS) Rules, United Patients is responsible for checking all the information contained on your Direct Debit Instruction. If your bank has any reason to doubt the authenticity they may ask us to satisfy them accordingly but, in any event, you are always protected by the Direct Debit Guarantee.
Go to Top
How does the plan work?
Q: If I'm only in hospital overnight, will I still be able to make a claim?
A: Yes. You will be paid for each complete 24 hour period that you spend in hospital even if you're only in for one night. There is no upper limit on the number of days you can claim for in any given year.
Go to Top
Q: Would I be covered if I fall ill or have an accident while I’m on holiday?
A: Yes. Providing you normally reside in the UK you would be covered if you go into hospital anywhere in the world.
Go to Top
Q: If I make a claim will my future premiums be affected?
A: No. If you pay the £25.00 once-only payment at the start of your Policy, United Patients guarantee that, for as long as you remain a member, your premiums will never increase, no matter how many claims you make.
Go to Top
Q: If I wish to cancel my membership, what do I have to do?
A: Under FSA regulations we are compelled to give you 14 days to study the plan but we feel this is not long enough for you to study all the different benefits of our plans so we offer you 45 days ‘thinking time’ – you can change your mind and cancel the plan at any time during the first 45 days and get a full refund of all premiums paid. All we ask is that you put your request in writing to us..
Go to Top
Q: If I join under the Silver Plan and then wish to change to the Gold or Platinum Plan in the future will I be able to do so?
A: Yes. Your premium payments and your level of cover will be amended accordingly at that time. All we need from you is a letter asking us to change your Plan type and we do the rest.
Go to Top
Q: How long does it take for a claim to be settled?
A: Once we have received your completed claim form we write to your doctor, surgeon and hospital. Once we receive their reply we submit the file to Underwriters for approval and a cheque is issued. This process normally takes 3 - 4 weeks depending on how quickly the doctor, surgeon and hospital reply to our letters.
Go to Top
Q: Do I have to wait a year before having my free will prepared for me?
A: No. You can use our will-writing service as soon as we have received your first premium, even if you choose to pay by installments.
Go to Top
Q: How long will it take to process my application and put me on cover?
A: Your membership pack will be with you in 2 - 3 days and you will be placed on cover as soon as we receive your application complete with a valid continuous payment authority.
Go to Top
Q: If, for example, I have a broken leg in traction for 2 months and I am fully recovered when I leave hospital, will I still be paid convalescence benefit?
A: Yes. As long as you are in hospital for 7 days or more you will automatically be paid convalescence benefit. So, if you are in hospital for 2 months on a Gold Plan, you would automatically be paid £4,800 (£3,200 for 2 months in hospital and £1,600 for 2 months recovering at home, whether or not you actually need to recover at home).
Go to Top
Q: What's not covered?
This Insurance shall NOT pay for claims arising directly or indirectly from
- intentional self-inflicted injury, suicide or attempted suicide or during the Insured's / Dependant's commission of an illegal act;
- war, rebellion, hostilities or terrorism;
- AIDS or AIDS related conditions including infection by the Human Immunodeficiency Virus (HIV);
- childbirth or pregnancy or complication thereof;
- the abuse of drugs of alcohol;
- mental, psychiatric and related conditions;
- cosmetic surgery, unless medically necessary as a result of an Accident for which Insurers are otherwise paying a claim under this Insurance;
- the Insured / Dependant participating in dangerous sports including flying (other than as a fare-paying passenger), parachuting, racing, mountaineering or rock-climbing, hang-gliding, water sports, professional sports or snow-skiing;
- admittance to Hospital within 30 days immediately following the first commencement date of this Insurance, unless resulting from an Accident;
- any illness, sickness, disease, disorder, or injury for which, prior to the first commencement date, medical advice, consultation or treatment was recommended or received or for which symptoms existed that would ordinarily cause a prudent person to seek diagnosis, care or treatment.
Go to Top
Q: Do United Patients cover the cost of treatment?
A: No. United Patients do not cover the cost of treatment at Private Hospitals. Money is paid directly to you for each complete day spent in hospital whether Private or NHS.
Go to Top
Am I eligible to join?
Q: Will I need to have a medical examination before I can join?
A: No. There is no need for a medical. However, you will not be covered for any illness or condition that existed prior to the start of your membership if you were aware of its existence, or if you should have been aware of it.
Go to Top
Q: Do I have to be earning over a certain amount to be a member?
A: No. Even if you are unemployed or self-employed, as long as you can afford to pay your premiums, you can become a member.
Go to Top
Q: I have private healthcare at work so why do I need a United Patients Plan?
A: Most companies that provide healthcare for their employees provide policies that pay for the hospital treatment only. By having a United Patients Plan in conjunction with any Policy provided by your employer, in addition to any benefits provided by your work scheme you will also be paid a tax free cash income under your United Patients Plan.
Go to Top
Q: What if my boss pays me for my time off work?
A: Even if you have other sources of income while you are in hospital or while you are recovering at home, United Patients will still pay you your full cash entitlement.
|
