Frequently Asked Questions

By now you're probably thinking of all sorts of questions about our health cash plans. So here's a selection of questions and answers that may help.

If you have a burning question that we haven't yet answered, please feel free to get in touch by phone or email!

Who can join?

You are eligible to apply for cover if you are aged 16–65 (i.e. not yet 66) a permanent resident of the UK, Jersey or Isle of Man and not a professional or semi-professional sports person!

(Don’t worry when you reach 66, your cover will continue)

Can I apply for family cover?

Your partner can have cover under his or her own policy. By doing so, as a couple you will have double the benefit allowances to use for your dependent children.

Can I opt out of the plan if I change my mind?

Yes, you have the right to cancel at any time. Your policy also contains a 14-day cooling off period from the date we accept your application. If you change your mind during this time, providing that you have not made or intend to make a claim, we will refund your full premium.

Can I increase or decrease my level of cover after I have joined?

Yes, absolutely. The plan is very flexible. If you wish to change levels, simply call us and we will make the necessary arrangements. (This is subject to the terms and conditions of the plan).

Why do I have to wait 3 or 6 months before I can claim?

If you applied for cover outside of a special offer we will ask you to wait a short qualifying period before you can claim on most benefits. You can enjoy some of your benefits such as the GP Telephone Consultation and Health Club Concession straight away!

This is in place to maintain the viability of our products and ensure our policyholders can enjoy affordable health plans, backed by award winning customer service.

As a not for profit organisation we re-invest in our products and services, ensuring we offer the very best products on the market.

The length of qualifying period depends upon your level of cover and the benefit you are claiming. See section 4, terms and conditions within the Policy Document.

What if I have any pre-existing medical conditions - will I be covered?

If you have a medical condition for which you are receiving or expecting to receive a consultation or treatment - this will not be covered.

If you have a medical condition for which you have attended hospital or received medical care within the twelve months prior to applying - this will not be covered.

Pre-existing medical conditions that you are not currently receiving treatment for, not expecting to receive treatment for and have not received medical care for in the twelve months before applying - will be covered.

Pre-existing medical conditions are not covered for Personal Accident Benefit.

All pre-existing conditions are covered for Optical and Dental benefit.

When will my premiums start?

This depends upon the date that we register you as a new policyholder. We usually debit premiums on the 7th of the month – however you may, if you wish, request an alternative date to suit you. We will confirm the date of your Direct Debit in writing.

Where does it tell me exactly what I can and cannot claim for?

The Benefit Rules within the Policy Document tell you everything there is to know about what you can and cannot claim for under each healthcare benefit. The Benefit Rules section also details how you access the GP Telephone Consultation, Health Club Concession, 24 hr Counselling and Advice Line and A-Z Health Website too.

How do I claim?

Claiming is easy – for optical, dental and chiropody treatments you can even do it online! You simply receive and pay for your healthcare treatment as normal. Then, for online claims, visit www.westfieldhealth.com and follow the instructions on screen to register your details to gain access to our “My Westfield” service.

Alternatively, complete a claim form and send it to Westfield Health together with your receipt or any other required supporting information. Correctly presented claims will be processed within 5 working days and payment will be made directly into your bank account.

See How to claim: section 7, General Terms and Conditions within the Policy Document.

Can I go to any practitioner for treatment?

In order to help protect the interests of our customers, we do require that you receive diagnosis or treatment from a fully qualified GP, Consultant or Practitioner who is registered with, or a member of, the relevant professional body as specified in the Definitions section within the Policy Document.

How do I find out the balances of my benefits?

You can access all your account information online, simply visit www.westfieldhealth.com and follow the instructions on screen to register your details and gain access to our “My Westfield” service. Here you can check your claims history or benefit allowances, change your personal details and more. It's an easy and convenient way to access and manage your Westfield account.

Westfield Health’s friendly team of advisors are on hand to answer any questions you may have. They will also provide you with an updated benefit balance after each claim.

What’s more, Westfield Health’s innovative Text Messaging Service allows you to receive up to date balances on some benefits direct to your mobile phone (this is a free service however network charges will apply).

How do I get more claim forms?

You can order more claim forms by visiting the My Westfield section of our website, or by calling us directly. The Text Messaging Service allows you to order more claim forms too.

Can I only claim if I am ill?

You don’t have to be ill to be able to claim. Your plan is here to help you to maintain good health – taking regular health checks and treatment. We provide you with the means to seek early diagnosis and treatment of health conditions before they get any worse.