Frequently Asked Questions

By now you're probably thinking of all sorts of questions about our direct health cover. 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, a permanent resident of the UK,Jersey or Isle of Man and not a professional or semi-professional sports person! If you tick all three – you can go for it!

(Don’t worry when you reach 66 years of age, because your cover will continue!)

Can I apply for family cover?

It is possible for you to arrange cover for your partner too. By doing so, as a couple you will receive extra benefit allowances for any 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?

We ask our policyholders to wait a qualifying period before claiming on most benefits, so that we can maintain the viability of our products and our policyholders can enjoy affordable health plans, backed by award winning customer service.

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

You can enjoy some of your benefits such as the GP Telephone Consultation and Health Club Concession straight away!

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 Summary.

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 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?

Our easy reference Benefit Rules within the Policy Summary 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 and 24 Hour Counselling and Advice Line too.

How do I claim?

Claiming is easy. You simply receive and pay for your healthcare treatment as normal, fill in one of our claim forms and send it to us together with your receipt or any other required supporting information. We will process your claim normally within 5 working days and then arrange payment directly into your bank account - that’s it in a nutshell!

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

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 Summary.

How do I find out the balances of my benefits?

Our friendly team of advisors are on hand to answer any questions you may have. We will also provide you with an updated benefit balance after each claim. What’s more, our innovative Text Messaging Service allows you to receive up-to-date balances on some benefits direct to your mobile phone!

Or simply visit the My Westfield Area of our website and register your details to access our Online Services. 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.

How do I get more claim forms?

You can order more claim forms by visiting the My Westfield area of our website, or by calling us directly. Our innovative 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. Use your plan come rain or shine! 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!