Frequently Asked Questions

Do I need my account number to make a claim?

It would be useful if you know your account number, but we are able to pay claims without this information if you provide your full name, address and date of birth on the claim form; this will help us to locate your account. For future reference your account number will appear on the claims correspondence we send you.

Where can I get a claim form?

If you know your account number you may be able to download a claim form from this site*, please click on the following link:
Download a claim form

*We regret that not all plans have this facility therefore you may need to call our Customer Helpline on 0114 250 2000 or send us an email at enquiries@westfieldhealth.com

Where do I post my claim form to?

Please post your completed claim form to Claims Department, Westfield Health, Westfield House, 87 Division Street, Sheffield, S1 1HT.

Can I submit my claim via email?

Unfortunately we are unable to accept claims by email as we require the original documentation for auditing purposes.

I have posted a claim to you, how long will it take to be processed?

We aim to process correctly presented claims within 5 working days of us receiving them. You should receive payment within 3 working days of your claim being processed.

How long do I have to submit my receipt/claim?

We must receive your claim within 13 weeks of the following:

• the date that you paid for each payment for treatment, goods or services or
• the date on which you were discharged from hospital as an in-patient or
• the date of each attendance for day surgery or
• the child’s date of birth (maternity), placement date (adoption)

How do I change my address?

You can email us your new address at enquiries@westfieldhealth.com Please also include your postcode and previous address (that matches our records). You can also call our Customer Helpline on 0114 250 2000. If you have a claim to submit now you can enter your new address on the form putting a cross in the change of address box.

How do I change my name?

You can email your new name along with your previous name (that matches our records) at enquiries@westfieldhealth.com. You can also call our Customer Helpline on 0114 250 2000.

Can you recommend a practitioner?

No, we are unable to recommend any specific treatment or practitioners to our policyholders. It is important that you visit a practitioner that holds the appropriate qualifications.

I am a practitioner and would like to register with Westfield Health?

We do not hold a register of practitioners and we are unable to recommend specific practitioners to our policyholders.

I did not obtain a receipt from my practitioner, I do however have a card receipt, can I use this to make a claim?

Unfortunately we do not accept credit or debit card receipts without an accompanying itemised receipt. The General Terms and Conditions of our Plans state:

"For all benefits where you have paid for treatment, goods or services you must send us a full receipt detailing the payment you have made. This must include the supplier's or practitioner's name and address and when you are claiming for Therapy Treatments, Chiropody and Consultation benefits your receipt must also specify the practitioner's qualification. The receipt must also name the person who has received the treatment, goods or services."

Can you advise me of benefit(s) balances available for my partner?

If your partner has already provided their consent for you to have access to their account and our records show this, then we are happy to provide this information.

If your partner has not given their consent Data Protection legislation prevents us from giving you any account information about your partner.

To organise access to your partner's information simply ask your partner to contact us directly to organise this.

Can I submit photocopied receipts?

No, please provide the original receipts, which we require for auditing purposes.

Can I submit more than 1 claim on a claim form?

Yes, it is possible to put more than one claim or submit more than one receipt on a claim form.

How do I make a claim for contact lenses if I pay by monthly direct debit?

For claims for optical direct debit payments, you should forward a receipt from your opticians showing the individual payment(s) made. We can accept quarterly statements, providing that the oldest payment that you are claiming for is within the 13 week time limit.

I've forgotten my username/password to access my online account

Please click on the following link and follow the on-screen instructions
Forgotten Username or Password

How do I make a claim for goods purchased from the Internet?

You may submit a claim for goods purchased via the Internet (for example, prescription spectacles or contact lenses).

Please obtain a receipt ensuring this shows your full name, an itemised list of the goods purchased and the date and amount that you paid in full for the items supplied.

In addition, for optical claims we do ask that you also forward a copy of your latest prescription, which will have been issued to you by your optician at the time of your most recent sight test.

My claims are currently paid by cheque, can the payments be made directly into my bank account?

Yes, if you are the named bank account holder. You will need to provide us with your account number and sort code - you can do this by emailing us at enquiries@westfieldhealth.com or by calling our Customer Helpline on 0114 250 2000.

I currently receive my claims payment advice in the post, can this be sent via email?

Yes, if you have claims payments made direct to your bank account, if not we would require your bank account number and sort code in order that this can be arranged.

I dont have a bank account, can my claims payment be paid to a third party?

Yes, however we cannot make payments into a third parties bank account, therefore you will receive a cheque made payable to your agent. In order for this to be arranged you will need to complete a Form of Authority and your agent will need to complete a Letter of Agency - click here to download. Both forms should be returned to us with your claim form.

How do I enter the General Optical Council number correctly when submitting an online optical claim?

In order to sumbit a claim online for optical benefit the General Optical Council number should be entered as a 1 or 2 digit prefix followed by a 5 digit number. For example 00-12345.