Help topics for
Individuals

What's my account number?

Your account number can be found in all personal paper or email correspondence sent to you.

You can also get an account number reminder from My Westfield.

Alternatively, give us a call to find out.

Can I go to any practitioner for treatment?

One simple rule. Your practitioner must be registered with or a member of an approved professional organisation. Although we don't have a list of approved practitioners, you can find out more about the required qualifications for each practitioner at My Westfield.

How do I find my nearest MRI, CT or PET scanning facility?

Our Scanning Helpline staff will be able to tell you. Please call 0345 345 4556 (Lines open Monday to Friday, 8am to 6pm).

How do I arrange an MRI, CT or PET scan through my cover?

Once you have a referral for a scan from your consultant, please call our Scanning Helpline on 0345 345 4556. Our Helpline staff will organise a scan for you, which often happens as quickly as within 2 weeks of you first calling us. Following your scan, we'll send a report to your consultant, usually within 10 days. It's worth you noting that travel expenses to reach your nearest Alliance Medical scanning facility and more complex scans are not covered by your policy.

Which clubs are part of the health club concession benefit?

To find out, log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator, or call 0345 123 5327.

Where are MRI scans carried out?

Our Scanning Helpline staff will be able to tell you. Please call 0345 345 4556 (Lines open Monday to Friday, 8am to 6pm).

How do I find an approved practitioner?

We are completely impartial don’t hold a register of practitioners and we don’t recommend individual practitioners to our policyholders. As long as the practitioner you receive and pay for treatment from a fully qualified member of the relevant professional body for each benefit type, your claim would be processed in accordance with the benefit available on your plan.

Here is a full list of practitioner qualifications we recognise.

How do I get my club membership discount?

Log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator and then follow the instructions. Once you've chosen your preferred deal, a voucher will be ready to download or will be emailed to you. Present this voucher to your chosen club and enjoy your membership. You'll also be able to find details of how to organise concessions over the phone.

How do I access the Counselling and Advice Line?

Open 24 hours a day, simply call 0800 092 0987. From abroad, call +44 (0) 145 525 5123. We'll ask you to quote the special Scheme number, which was supplied in your Welcome Pack (or you can call our customer care team to find this out). Your calls are confidential. Your Scheme number doesn't identify you, it just confirms that you can use the service.

How do I access the Best Doctors® service?

Open 24 hours a day, simply call 0800 085 2088. We'll take some initial details from you, including your Westfield Health account number. Best Doctors® will call you to talk about your medical condition and will guide you every step of the way to gaining an expert second medical opinion from a world leading specialist.

How do I access the DoctorLine™ service?

Open 24 hours a day, simply call 0345 612 3861. From abroad or from a mobile, call +44 (0) 203 554 0152. You’ll need to provide your Westfield Health account number.

We'll ask you to choose either a telephone or webcam consultation. Our experienced healthcare operator will take some details from you, and will book an appointment for a GP to call you back at a time convenient to you.

How do I register for Westfield Rewards?

To enjoy special offers from over 350 leading online and high street retailers, visit www.westfieldrewards.co.uk. Click 'Register now' and we'll guide you through registration.

Which gyms are covered under health club concessions?

To find out, log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator, or call 0345 123 5327.

What is covered under Westfield Rewards

Westfield Rewards is our exclusive rewards website, with access to special offers on all your favourite goods and services from over 450 leading online and high street retailers. It’s available on most of our health plans, so please check your plan guide to see if you’re covered.

Can I opt out of my cover if I change my mind?

Of course, simply call us. You have a 14 day cooling off period from the date we accept your application.

How do I cancel my policy?

Please call us on 0114 2502000 (lines open Monday to Friday, 8am to 6pm).

How can I check my benefit balances?

You can check your benefit balances at My Westfield or by calling 0114 250 2000. Also, when you claim, we'll send you a remittance advice which will tell you how much benefit you have left. So it's worth holding on to it for future reference.

How do I get a claim form?

Many claims can now be made online at My Westfield, removing the need to post any documentation to us. Alternatively claim forms can be downloaded by clicking here (www.westfieldhealth.com/my-westfield/health-cash-plans/download-claim-form), at My Westfield or by calling us.

How do I make a claim?

This depends on what you're claiming for. For money back benefits, like optical, consultation and surgical appliance, you receive and pay for your healthcare treatment, service or goods first and then submit a claim within 13 weeks of the date of each payment and many claims can now be made online at My Westfield. For cash payout benefits like maternity and in-patient, where you don't pay for anything upfront, you'll need to send us your completed claim form with other required supporting information. Find out more about how to make a claim.

Can I email my claim to you?

We can only access claims submitted online, through our Claims App and postal claims. Many claims can now be made online at My Westfield, removing the need to post any documentation to us.

How do I make a Personal Accident claim?

You, or the person acting on your behalf should call us. We'll send out a Personal Accident Claim form, which should be completed and returned to us. We'll then forward this on to Chubb European Group Limited (the insurance provider we use for Personal Accident claims) and they'll handle your claim.

What details should be on my receipt?

Your receipt needs to include, your name, full practitioner details (including details of their registration /qualifications), date and payment amounts, details of treatment, goods or service and a list of any sundry items purchased. It's also important to remember that you need to submit original receipts where you have paid by debit card or cash. We don't accept debit/credit card receipts.

How do I find out if you've processed my claim?

We aim to process your claim within 4 working days. If you need to check our progress, please check at My Westfield or call us. We're always happy to help. Also, when you claim, we'll send you a remittance advice by email or post.

When will my claim be paid?

Providing that all the paperwork is in order, we'll aim to process your claim within four working days and pay the money directly into your bank or building society account. If you haven't yet set up direct credit with us, which is really easy to do, we'll pay your claim by cheque.

Why hasn't my claim been paid?

We may need more information to help us pay your claim, which could delay things a little. Perhaps you've already reached your maximum benefit balance? Did you send us a credit card receipt? We always work hard to pay your claim as quickly as possible, so we'll be in touch. We're happy to help in the meantime if you wish to call us.

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

The Benefit Rules located at the back of your plan guide tell you exactly what you can and cannot claim for, as well as detailing how to use your health and wellbeing services. It's definitely worth a read so you can make the most of your cover. A copy of your plan guide was posted to you in your Welcome Pack or can be found at My Westfield.

Can you tell me what I've claimed for in the past?

Yes. We hold records of your claims history for the past 5 years. Beyond that, your records are disposed of in line with the Data Protection Act. If you need to know anything about your previous claims, please view your claims history at My Westfield or call us.

How do I arrange for my claims to be paid into my bank account?

Direct credit is the easiest and fastest way to reclaim your payments. It's easy to set up too either at My Westfield or by completing the Direct credit section on your claim form. Alternatively you can call us. We're always happy to help.

Where do I send my claim form?

Many claims can now be made online at My Westfield or through the Westfield Claims App, removing the need to post any documentation to us. Alternatively, you can send your completed claim documentation to Westfield Health, Westfield House, 60 Charter Row, Sheffield, S1 3FZ

What can I claim for?

We provide many different plans with a range of benefits. To see the specific benefits on your plan visit My Westfield, refer to the welcome documents posted to you or call us.

Am I covered for ultrasound scans?

Yes, providing you have Consultation benefit on your plan. Refer to My Westfield to see the benefits available on your plan.

How long do I have to claim?

We must receive your claim within 13 weeks of the payment date. Remember the quickest way to claim is online at My Westfield or through our Claims App.

How much can I claim?

Visit My Westfield to view your available benefit balances and when they renew.

How do I claim online?

Visit My Westfield and click on 'Make a Claim.' Enter the required information and attach an image of your receipt.

Is my partner covered under my plan?

Please check your plan guide posted to you in your Welcome Pack or it can also be found at My Westfield. If your plan doesn't include cover for your partner, you may be able to apply for them to have separate cover. Also, it's worth checking the table of benefits in your plan guide, as we include cover for your resident family on some benefits under your policy.

When will my premiums start?

This depends upon the date that we register you as a new policyholder. We'll confirm the date of your Direct Debit in writing. We want to make things easy for you, so if this doesn't suit, you're welcome to ask for an alternative date.

How do I change my level of cover?

Are you covered by our Good4you plan? You can look at the different levels of cover available and apply here. If you would rather apply by post, simply fill in the application form and Direct Debit instruction attached to your plan guide and send it back to us. Before upgrading, it's worth noting that we can't cover any pre-existing medical conditions on your new cover, other than for optical and dental benefits. Is your plan arranged through work? Fill in the application form attached to your plan guide and give it to your HR or Payroll department who will organise your new cover for you. You won't need to worry about the change in premiums as these will be adjusted automatically. Whatever your plan, you'll be able to upgrade your cover until your 66th birthday.

What age are children/dependants covered up to?

This varies depending on the plan you have. Please refer to your plan guide, which can be found at My Westfield or call us to find out.

When does my policy expire?

Please refer to your policy documents or call us to find out.

What is the start date of my policy?

The start date of your policy can be found in the welcome pack posted to you.

When does my cover start?

Cover starts from the date stated in your welcome pack posted to you.

When can I start claiming from?

This date can be found in the welcome pack posted to you.

What plan do I have?

Your plans details can be found at My Westfield. Alternatively give us a call.

What can I claim for my dependant children?

We provide many different plans with varying dependant children cover. To see the specific dependant children cover on your plan visit My Westfield, refer to the welcome documents posted to you or call us.

How do I upgrade my cover to a higher level?

How to upgrade depends on the plan you have so it's not available to you in My Westfield, please give us a call for further details.

How can I add my partner to my cover?

Please refer to your plan guide or call us to discuss partner cover.

Am I covered when I travel abroad?

If a claim arises when you are temporarily traveling away from home anywhere in the world, on business or for pleasure, you can still make a claim. You must be resident in the UK, Jersey or Isle of Man for a minimum of 180 days each year to be eligible for cover on this plan.

When you submit a receipt for money that you have paid, we will use the currency exchange sell rate, supplied by our bank, on the date we process the claim. If we request it, you must provide us with evidence of your travel dates and all documentation supporting your claim should be in English. Entirely at our discretion we may agree to accept an English translation accompanying the original documents, when you have provided this at your own expense.

What is the age limit on the policy?

You must be at least 16 years old and younger than 66 years of age to apply for a plan. Existing policyholders applying to transfer to a higher level of cover must be under 66 years of age. However, policyholders are not required to leave the plan once they become 66 and can transfer to a lower plan level at any age.

Where do I send my application form?

Depending on the plan you are applying to join, you may be able to join online or through your employer. Alternatively, send your completed application form to Westfield Health, Westfield House, 60 Charter Row, Sheffield, S1 3FZ.

How do I register for My Westfield?

It's really quick and easy. Go to My Westfield, then in the 'Sign in to My Westfield' section, click 'Register '. We'll then guide you through the registration process.

Why are my medical records or GP referral letter required?

We may occasionally need these in order to assess your claim properly.

What is permanent disability?

Permanent disability is any form of functional disability which has lasted for at least 12 months and from which, based on medical evidence, you will never recover.

How do I change my personal details?

You can do this at My Westfield or call us and we'll be happy to update your records for you.

How do I update my bank details?

Visit My Westfield to update either your Direct Credit or Direct Debit details. Alternatively give us a call.

How do I change my address?

You can update your contact details, including address at My Westfield.

What can I claim for under Chiropody cover?

We will cover you for:

  • chiropody and podiatry consultations, assessments and treatment

We will not cover:

  • any treatment that isn't chiropody or podiatry
  • sundry items
  • missed appointment fees

What can I claim for under Consultation cover?

We will cover:

  • Consultations with a Consultant Physician or Consultant Surgeon

We will not cover:

  • Treatment on most plans (call us or check your plan guide)
  • MRI, CT or PET scans on most plans (call us or check your plan guide)
  • Consultations relating to vasectomy or sterilisation (including reversal)
  • Consultations relating to cosmetic surgery
  • Medical examinations, consultations or reports for the purpose of your employment, legal, or insurance reasons
  • Room fees, nursing charges, prescription items/charges or sundry items
  • Missed appointment fees

What can I claim for under Dental cover?

We will cover:

  • Dental treatment, full or partial dentures and dental check-ups

We will not cover:

  • Insurance or dental care scheme premiums/payments, registration or administration fees
  • Dental treatment as a result of an accident (see Dental Accident benefit)
  • Teeth whitening
  • Prescription charges
  • Sundry items
  • Missed appointment fees

What can I claim for under Dental Accident cover?

We will cover:

  • Dental treatment carried as directly as a result of accidental injury to teeth, caused by direct external impact to the head

We will not cover:

  • Any accidental injury that has not been caused by direct external impact to the head e.g. we will not cover injury caused by eating/drinking
  • Any payment made more than 24 months after the date of the accident
  • Any insurance or dental care scheme premiums
  • Prescription charges
  • Sundry items
  • Missed appointment fees

What can I claim for under Health Screening cover?

We will cover:

  • Full/comprehensive health screening check or assessment; breast screening; heart disease screening; bone density screening

We will not cover:

  • Any other screening check or test not carried out as part of those listed above
  • Health screening arranged by your employer or screening carried out at your workplace
  • Any health screening check, medical examination, consultation or report for the purpose of your employment, legal or insurance reasons
  • Missed appointment fees

What can I claim for under Maternity / Paternity / Adoption cover?

When you are named as mother or father on the child's full birth certificate, or you are named as the child's adopter we will cover:

  • Single or multiple births, benefit is payable per child
  • Adoptions when the child is placed with you before their 16th birthday
  • Stillbirths when you send us the stillbirth certificate

What can I claim for under Optical cover?

We will cover:

  • Eyesight tests
  • Prescription spectacles, sunglasses and/or contact lenses
  • Solutions for use with your prescribed contact lenses
  • Prescription lenses to an existing frame
  • Repairs to prescription spectacles
  • Payments that you make for prescription contact lenses supplied under a monthly scheme, when you obtain an itemised receipt

We will not cover:

  • Frames purchased without prescription lenses
  • Non-prescription spectacles or sunglasses or contact lenses
  • Any insurance or peace of mind guarantee
  • Sundry items
  • Missed appointment fees

What can I claim for under Prescription Charges cover?

We will cover:

  • The cost of NHS prescription charges at the current standard rate for an item in England. This means if you claim for a private prescription the amount reimbursed is the equivalent cost of an NHS prescription item in England and the number of items in your plan level

We will not cover:

  • Any prescription item if you are exempt from paying prescription charges or a prescription charge does not apply

What can I claim for under Surgical Appliance cover?

We will cover:

  • Hearing aids (including repairs)
  • Surgical supports that are worn
  • Surgical corsets
  • Trusses
  • Surgical stockings
  • Prosthetics
  • Orthotic shoes (custom-made for your specific medical needs)
  • Orthotic inserts/arch supports
  • Wigs
  • Mastectomy bras/prosthesis/swimwear

We will not cover:

  • Any item specifically listed above
  • Hearing aid batteries
  • Tens machines
  • Wheelchairs/crutches/walking frames

What can I claim for under Therapy Treatments cover?

We will cover:

  • Physiotherapy
  • Acupuncture
  • Chiropractic
  • Osteopathy
  • Homeopathy treatment
  • Homeopathic prescriptions supplied by a Homeopath as part of a consultation

We will not cover:

  • Any treatment that is not physiotherapy, acupuncture, chiropractic, osteopathy or homeopathy
  • Group sessions or classes
  • Scans e.g. MRI, ultrasound (see Consultation benefit)
  • Sundry items
  • Missed appointment fees
  • Herbs, herbal remedies, supplements or vitamins even if these have been recommended or supplied by your Physiotherapist, Acupuncturist, Chiropractor, Homeopath or Osteopath

Which alternative therapies am I covered for?

Some plans provide cover for alternative therapies, therefore please refer to your plan guide, which can be found at My Westfield or call us to find out.

Am I covered for travel vaccinations?

Travel vaccinations are only claimable if you have consultation benefit covered on your plan and you are covered for treatment under your consultation benefit and the vaccinations are carried out by a recognised practitioner. Refer to My Westfield to see if you have Consultation benefit on your plan and if it covers treatment.

Am I covered for dental trauma?

Yes, providing you have Dental Trauma benefit on your plan. Visit My Westfield to see if you have Dental Trauma on your plan.

Am I covered for sports massage?

You are covered for Sports Massage providing you have Wellbeing & Alternative Therapies cover on your plan, and see a recognised practitioner. Refer to My Westfield to see if you have Wellbeing & Alternative Therapies cover on your plan.

Am I covered for MRI and CT scans?

Some plans cover MRI, CT and PET scanning services, some enable you to claim towards the cost from your Consultation benefit. Please visit My Westfield or call us to find out more. **If you have MRI, CT and PET scanning services on your plan and you book the scan yourself, the claim is unlikely to be paid. The scan has to be booked through Westfield Health's scanning helpline to be covered**

Am I covered for acupuncture?

Yes, providing you have Therapies benefit on your plan. Visit My Westfield to see if you have Therapies benefit on your plan.

Am I covered for dentures?

Yes, all our plans which include Dental benefit provide cover for Dentures in some way, either included within Dental benefit or as a standalone Dentures benefit. Please refer to your plan guide or My Westfield to see what Dentures cover you have on your plan.

Am I covered for eye tests?

Eyesight tests are covered under the Optical benefit.

Am I covered for hearing aids?

You are covered for hearing aids if you have Surgical Appliance benefit on your plan. Refer to My Westfield to see if you have Surgical Appliance cover on your plan.

Am I covered for physiotherapy?

Yes, providing you have Therapies benefit on your plan. Visit My Westfield to see if you have Therapies benefit on your plan.

Am I covered for visits to the Dermatologist?

You are covered for visits to a Dermatologist providing you have Consultation benefit on your plan and see a recognised Consultant Dermatologist.

**If treatment is carried out on one of your visits, please ensure treatment is covered under your consultation benefit**

Refer to My Westfield to see if you Consultation benefit on your plan and if it covers treatment or only diagnostic consultations.

Am I covered for dermatology?

You are covered for visits to a Dermatologist providing you have Consultation benefit on your plan and see a recognised Consultant Dermatologist.

**If treatment is carried out on one of your visits, please ensure treatment is covered under your consultation benefit**

Refer to My Westfield to see if you have the Consultation benefit on your plan and if it covers treatment or diagnostic consultations only.

Am I covered for day surgery?

Day Surgery benefit is available on several of our plans. The benefit is payable when you are admitted or an NHS or private hospital/treatment centre as a day case patient and you are required to sign a consent form and are allocated a bed - the use of which is normally for a period of supervised recovery. Visit My Westfield or refer to your plan guide to see if you have Day Surgery included on your plan.

Am I covered for seeing a nutritionist?

You are covered for Nutritional Therapy providing you have Wellbeing & Alternative Therapies cover on your plan, and see a recognised practitioner. Refer to My Westfield to see if you have Wellbeing & Alternative Therapies cover on your plan.

Can I claim for teeth whitening?

No, we do not provide cover for teeth whitening on any of our plans.

Am I covered for the cost of contact lenses?

Yes, if you have Optical benefit on your plan then we will cover you for contact lenses, solutions for use with your prescribed contact lenses as well as payments that you make for prescription contact lenses supplied under a monthly scheme, when you obtain an itemised receipt.

Can I claim for trips to the dental hygienist?

Yes, if you have Dental benefit on your plan then we will cover you for dental hygienist treatment up to the maximum available on your plan. To check your current benefit available, visit My Westfield.

Can I claim for Pilates?

No, Pilates is not covered on any of our plans.

Can I claim for prescription sunglasses?

Yes, if you have Optical benefit on your plan then we will cover you for prescription spectacles up to the maximum available on your plan. To check your current benefit available, visit My Westfield.

What is a dental accident?

Dental accident is payable when you pay a Dentist for treatment carried out as a result of accidental injury to teeth, caused by direct external impact to the head e.g. sports injuries, falls, or other accidents that cause injury by external force. The dentist's receipt has to specifically confirm treatment is a consequence of an accidental and you must provide full details of the accident, which must have occurred after you applied for the plan.

I need another copy of my plan guide, how can I get one?

You can look at your plan guide at My Westfield or you can call us and we'll happily send a copy out to you.

I'm visually impaired. Do you have any information in bigger print?

Yes. We try to make it as easy as possible for all of our customers to read our information. Please call us and we'll be happy to get your requested item produced for you in bigger print.

How can I find my plan guide?

Your plan guide is available in the My Westfield section of our website. Once you have logged in, your plan guide can be found in the plan literature section.

Help topics for
Employees

What's my account number?

Your account number can be found in all personal paper or email correspondence sent to you.

You can also get an account number reminder from My Westfield.

Alternatively, give us a call to find out.

Can I go to any practitioner for treatment?

One simple rule. Your practitioner must be registered with or a member of an approved professional organisation. Although we don't have a list of approved practitioners, you can find out more about the required qualifications for each practitioner at My Westfield.

How do I find my nearest MRI, CT or PET scanning facility?

Our Scanning Helpline staff will be able to tell you. Please call 0345 345 4556 (Lines open Monday to Friday, 8am to 6pm).

How do I arrange an MRI, CT or PET scan through my cover?

Once you have a referral for a scan from your consultant, please call our Scanning Helpline on 0345 345 4556. Our Helpline staff will organise a scan for you, which often happens as quickly as within 2 weeks of you first calling us. Following your scan, we'll send a report to your consultant, usually within 10 days. It's worth you noting that travel expenses to reach your nearest Alliance Medical scanning facility and more complex scans are not covered by your policy.

Which clubs are part of the health club concession benefit?

To find out, log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator, or call 0345 123 5327.

Where are MRI scans carried out?

Our Scanning Helpline staff will be able to tell you. Please call 0345 345 4556 (Lines open Monday to Friday, 8am to 6pm).

How do I find an approved practitioner?

We are completely impartial don’t hold a register of practitioners and we don’t recommend individual practitioners to our policyholders. As long as the practitioner you receive and pay for treatment from a fully qualified member of the relevant professional body for each benefit type, your claim would be processed in accordance with the benefit available on your plan.

Here is a full list of practitioner qualifications we recognise.

How do I get my club membership discount?

Log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator and then follow the instructions. Once you've chosen your preferred deal, a voucher will be ready to download or will be emailed to you. Present this voucher to your chosen club and enjoy your membership. You'll also be able to find details of how to organise concessions over the phone.

How do I access the Counselling and Advice Line?

Open 24 hours a day, simply call 0800 092 0987. From abroad, call +44 (0) 145 525 5123. We'll ask you to quote the special Scheme number, which was supplied in your Welcome Pack (or you can call our customer care team to find this out). Your calls are confidential. Your Scheme number doesn't identify you, it just confirms that you can use the service.

How do I access the Best Doctors® service?

Open 24 hours a day, simply call 0800 085 2088. We'll take some initial details from you, including your Westfield Health account number. Best Doctors® will call you to talk about your medical condition and will guide you every step of the way to gaining an expert second medical opinion from a world leading specialist.

How do I access the DoctorLine™ service?

Open 24 hours a day, simply call 0345 612 3861. From abroad or from a mobile, call +44 (0) 203 554 0152. You’ll need to provide your Westfield Health account number.

We'll ask you to choose either a telephone or webcam consultation. Our experienced healthcare operator will take some details from you, and will book an appointment for a GP to call you back at a time convenient to you.

How do I register for Westfield Rewards?

To enjoy special offers from over 350 leading online and high street retailers, visit www.westfieldrewards.co.uk. Click 'Register now' and we'll guide you through registration.

Which gyms are covered under health club concessions?

To find out, log into your account or register at My Westfield, select 'Health Club Concession' to link through to the Health Club Locator, or call 0345 123 5327.

What is covered under Westfield Rewards

Westfield Rewards is our exclusive rewards website, with access to special offers on all your favourite goods and services from over 450 leading online and high street retailers. It’s available on most of our health plans, so please check your plan guide to see if you’re covered.

How can I check my benefit balances?

You can check your benefit balances at My Westfield or by calling 0114 250 2000. Also, when you claim, we'll send you a remittance advice which will tell you how much benefit you have left. So it's worth holding on to it for future reference.

How do I get a claim form?

Many claims can now be made online at My Westfield, removing the need to post any documentation to us. Alternatively claim forms can be downloaded by clicking here (www.westfieldhealth.com/my-westfield/health-cash-plans/download-claim-form), at My Westfield or by calling us.

How do I make a claim?

This depends on what you're claiming for. For money back benefits, like optical, consultation and surgical appliance, you receive and pay for your healthcare treatment, service or goods first and then submit a claim within 13 weeks of the date of each payment and many claims can now be made online at My Westfield. For cash payout benefits like maternity and in-patient, where you don't pay for anything upfront, you'll need to send us your completed claim form with other required supporting information. Find out more about how to make a claim.

Can I email my claim to you?

We can only access claims submitted online, through our Claims App and postal claims. Many claims can now be made online at My Westfield, removing the need to post any documentation to us.

How do I make a Personal Accident claim?

You, or the person acting on your behalf should call us. We'll send out a Personal Accident Claim form, which should be completed and returned to us. We'll then forward this on to Chubb European Group Limited (the insurance provider we use for Personal Accident claims) and they'll handle your claim.

What details should be on my receipt?

Your receipt needs to include, your name, full practitioner details (including details of their registration /qualifications), date and payment amounts, details of treatment, goods or service and a list of any sundry items purchased. It's also important to remember that you need to submit original receipts where you have paid by debit card or cash. We don't accept debit/credit card receipts.

How do I find out if you've processed my claim?

We aim to process your claim within 4 working days. If you need to check our progress, please check at My Westfield or call us. We're always happy to help. Also, when you claim, we'll send you a remittance advice by email or post.

When will my claim be paid?

Providing that all the paperwork is in order, we'll aim to process your claim within four working days and pay the money directly into your bank or building society account. If you haven't yet set up direct credit with us, which is really easy to do, we'll pay your claim by cheque.

Why hasn't my claim been paid?

We may need more information to help us pay your claim, which could delay things a little. Perhaps you've already reached your maximum benefit balance? Did you send us a credit card receipt? We always work hard to pay your claim as quickly as possible, so we'll be in touch. We're happy to help in the meantime if you wish to call us.

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

The Benefit Rules located at the back of your plan guide tell you exactly what you can and cannot claim for, as well as detailing how to use your health and wellbeing services. It's definitely worth a read so you can make the most of your cover. A copy of your plan guide was posted to you in your Welcome Pack or can be found at My Westfield.

Can you tell me what I've claimed for in the past?

Yes. We hold records of your claims history for the past 5 years. Beyond that, your records are disposed of in line with the Data Protection Act. If you need to know anything about your previous claims, please view your claims history at My Westfield or call us.

How do I arrange for my claims to be paid into my bank account?

Direct credit is the easiest and fastest way to reclaim your payments. It's easy to set up too either at My Westfield or by completing the Direct credit section on your claim form. Alternatively you can call us. We're always happy to help.

Where do I send my claim form?

Many claims can now be made online at My Westfield or through the Westfield Claims App, removing the need to post any documentation to us. Alternatively, you can send your completed claim documentation to Westfield Health, Westfield House, 60 Charter Row, Sheffield, S1 3FZ

What can I claim for?

We provide many different plans with a range of benefits. To see the specific benefits on your plan visit My Westfield, refer to the welcome documents posted to you or call us.

Am I covered for ultrasound scans?

Yes, providing you have Consultation benefit on your plan. Refer to My Westfield to see the benefits available on your plan.

How long do I have to claim?

We must receive your claim within 13 weeks of the payment date. Remember the quickest way to claim is online at My Westfield or through our Claims App.

How much can I claim?

Visit My Westfield to view your available benefit balances and when they renew.

How do I claim online?

Visit My Westfield and click on 'Make a Claim.' Enter the required information and attach an image of your receipt.

Is my partner covered under my plan?

Please check your plan guide posted to you in your Welcome Pack or it can also be found at My Westfield. If your plan doesn't include cover for your partner, you may be able to apply for them to have separate cover. Also, it's worth checking the table of benefits in your plan guide, as we include cover for your resident family on some benefits under your policy.

When will my premiums start?

This depends upon the date that we register you as a new policyholder. We'll confirm the date of your Direct Debit in writing. We want to make things easy for you, so if this doesn't suit, you're welcome to ask for an alternative date.

How do I change my level of cover?

Are you covered by our Good4you plan? You can look at the different levels of cover available and apply here. If you would rather apply by post, simply fill in the application form and Direct Debit instruction attached to your plan guide and send it back to us. Before upgrading, it's worth noting that we can't cover any pre-existing medical conditions on your new cover, other than for optical and dental benefits. Is your plan arranged through work? Fill in the application form attached to your plan guide and give it to your HR or Payroll department who will organise your new cover for you. You won't need to worry about the change in premiums as these will be adjusted automatically. Whatever your plan, you'll be able to upgrade your cover until your 66th birthday.

I no longer have cover through work, how do I continue my cover?

You can still enjoy cover with us by transferring to our Good4you Health Cash Plan. We want to make your transfer as easy as possible. Discover more and apply today, or if you'd rather set up your new cover over the phone, that's no problem, our customer care team are happy to help.

What age are children/dependants covered up to?

This varies depending on the plan you have. Please refer to your plan guide, which can be found at My Westfield or call us to find out.

When does my policy expire?

Please refer to your policy documents or call us to find out.

What is the start date of my policy?

The start date of your policy can be found in the welcome pack posted to you.

When does my cover start?

Cover starts from the date stated in your welcome pack posted to you.

When can I start claiming from?

This date can be found in the welcome pack posted to you.

What plan do I have?

Your plans details can be found at My Westfield. Alternatively give us a call.

What can I claim for my dependant children?

We provide many different plans with varying dependant children cover. To see the specific dependant children cover on your plan visit My Westfield, refer to the welcome documents posted to you or call us.

How do I upgrade my cover to a higher level?

How to upgrade depends on the plan you have so it's not available to you in My Westfield, please give us a call for further details.

How can I add my partner to my cover?

Please refer to your plan guide or call us to discuss partner cover.

Am I covered when I travel abroad?

If a claim arises when you are temporarily traveling away from home anywhere in the world, on business or for pleasure, you can still make a claim. You must be resident in the UK, Jersey or Isle of Man for a minimum of 180 days each year to be eligible for cover on this plan.

When you submit a receipt for money that you have paid, we will use the currency exchange sell rate, supplied by our bank, on the date we process the claim. If we request it, you must provide us with evidence of your travel dates and all documentation supporting your claim should be in English. Entirely at our discretion we may agree to accept an English translation accompanying the original documents, when you have provided this at your own expense.

What is the age limit on the policy?

You must be at least 16 years old and younger than 66 years of age to apply for a plan. Existing policyholders applying to transfer to a higher level of cover must be under 66 years of age. However, policyholders are not required to leave the plan once they become 66 and can transfer to a lower plan level at any age.

Where do I send my application form?

Depending on the plan you are applying to join, you may be able to join online or through your employer. Alternatively, send your completed application form to Westfield Health, Westfield House, 60 Charter Row, Sheffield, S1 3FZ.

How do I register for My Westfield?

It's really quick and easy. Go to My Westfield, then in the 'Sign in to My Westfield' section, click 'Register '. We'll then guide you through the registration process.

Why are my medical records or GP referral letter required?

We may occasionally need these in order to assess your claim properly.

What is permanent disability?

Permanent disability is any form of functional disability which has lasted for at least 12 months and from which, based on medical evidence, you will never recover.

How do I change my personal details?

You can do this at My Westfield or call us and we'll be happy to update your records for you.

How do I update my bank details?

Visit My Westfield to update either your Direct Credit or Direct Debit details. Alternatively give us a call.

How do I change my address?

You can update your contact details, including address at My Westfield.

What can I claim for under Chiropody cover?

We will cover you for:

  • chiropody and podiatry consultations, assessments and treatment

We will not cover:

  • any treatment that isn't chiropody or podiatry
  • sundry items
  • missed appointment fees

What can I claim for under Consultation cover?

We will cover:

  • Consultations with a Consultant Physician or Consultant Surgeon

We will not cover:

  • Treatment on most plans (call us or check your plan guide)
  • MRI, CT or PET scans on most plans (call us or check your plan guide)
  • Consultations relating to vasectomy or sterilisation (including reversal)
  • Consultations relating to cosmetic surgery
  • Medical examinations, consultations or reports for the purpose of your employment, legal, or insurance reasons
  • Room fees, nursing charges, prescription items/charges or sundry items
  • Missed appointment fees

What can I claim for under Dental cover?

We will cover:

  • Dental treatment, full or partial dentures and dental check-ups

We will not cover:

  • Insurance or dental care scheme premiums/payments, registration or administration fees
  • Dental treatment as a result of an accident (see Dental Accident benefit)
  • Teeth whitening
  • Prescription charges
  • Sundry items
  • Missed appointment fees

What can I claim for under Dental Accident cover?

We will cover:

  • Dental treatment carried as directly as a result of accidental injury to teeth, caused by direct external impact to the head

We will not cover:

  • Any accidental injury that has not been caused by direct external impact to the head e.g. we will not cover injury caused by eating/drinking
  • Any payment made more than 24 months after the date of the accident
  • Any insurance or dental care scheme premiums
  • Prescription charges
  • Sundry items
  • Missed appointment fees

What can I claim for under Health Screening cover?

We will cover:

  • Full/comprehensive health screening check or assessment; breast screening; heart disease screening; bone density screening

We will not cover:

  • Any other screening check or test not carried out as part of those listed above
  • Health screening arranged by your employer or screening carried out at your workplace
  • Any health screening check, medical examination, consultation or report for the purpose of your employment, legal or insurance reasons
  • Missed appointment fees

What can I claim for under Maternity / Paternity / Adoption cover?

When you are named as mother or father on the child's full birth certificate, or you are named as the child's adopter we will cover:

  • Single or multiple births, benefit is payable per child
  • Adoptions when the child is placed with you before their 16th birthday
  • Stillbirths when you send us the stillbirth certificate

What can I claim for under Optical cover?

We will cover:

  • Eyesight tests
  • Prescription spectacles, sunglasses and/or contact lenses
  • Solutions for use with your prescribed contact lenses
  • Prescription lenses to an existing frame
  • Repairs to prescription spectacles
  • Payments that you make for prescription contact lenses supplied under a monthly scheme, when you obtain an itemised receipt

We will not cover:

  • Frames purchased without prescription lenses
  • Non-prescription spectacles or sunglasses or contact lenses
  • Any insurance or peace of mind guarantee
  • Sundry items
  • Missed appointment fees

What can I claim for under Prescription Charges cover?

We will cover:

  • The cost of NHS prescription charges at the current standard rate for an item in England. This means if you claim for a private prescription the amount reimbursed is the equivalent cost of an NHS prescription item in England and the number of items in your plan level

We will not cover:

  • Any prescription item if you are exempt from paying prescription charges or a prescription charge does not apply

What can I claim for under Surgical Appliance cover?

We will cover:

  • Hearing aids (including repairs)
  • Surgical supports that are worn
  • Surgical corsets
  • Trusses
  • Surgical stockings
  • Prosthetics
  • Orthotic shoes (custom-made for your specific medical needs)
  • Orthotic inserts/arch supports
  • Wigs
  • Mastectomy bras/prosthesis/swimwear

We will not cover:

  • Any item specifically listed above
  • Hearing aid batteries
  • Tens machines
  • Wheelchairs/crutches/walking frames

What can I claim for under Therapy Treatments cover?

We will cover:

  • Physiotherapy
  • Acupuncture
  • Chiropractic
  • Osteopathy
  • Homeopathy treatment
  • Homeopathic prescriptions supplied by a Homeopath as part of a consultation

We will not cover:

  • Any treatment that is not physiotherapy, acupuncture, chiropractic, osteopathy or homeopathy
  • Group sessions or classes
  • Scans e.g. MRI, ultrasound (see Consultation benefit)
  • Sundry items
  • Missed appointment fees
  • Herbs, herbal remedies, supplements or vitamins even if these have been recommended or supplied by your Physiotherapist, Acupuncturist, Chiropractor, Homeopath or Osteopath

Which alternative therapies am I covered for?

Some plans provide cover for alternative therapies, therefore please refer to your plan guide, which can be found at My Westfield or call us to find out.

Am I covered for travel vaccinations?

Travel vaccinations are only claimable if you have consultation benefit covered on your plan and you are covered for treatment under your consultation benefit and the vaccinations are carried out by a recognised practitioner. Refer to My Westfield to see if you have Consultation benefit on your plan and if it covers treatment.

Am I covered for dental trauma?

Yes, providing you have Dental Trauma benefit on your plan. Visit My Westfield to see if you have Dental Trauma on your plan.

Am I covered for sports massage?

You are covered for Sports Massage providing you have Wellbeing & Alternative Therapies cover on your plan, and see a recognised practitioner. Refer to My Westfield to see if you have Wellbeing & Alternative Therapies cover on your plan.

Am I covered for MRI and CT scans?

Some plans cover MRI, CT and PET scanning services, some enable you to claim towards the cost from your Consultation benefit. Please visit My Westfield or call us to find out more. **If you have MRI, CT and PET scanning services on your plan and you book the scan yourself, the claim is unlikely to be paid. The scan has to be booked through Westfield Health's scanning helpline to be covered**

Am I covered for acupuncture?

Yes, providing you have Therapies benefit on your plan. Visit My Westfield to see if you have Therapies benefit on your plan.

Am I covered for dentures?

Yes, all our plans which include Dental benefit provide cover for Dentures in some way, either included within Dental benefit or as a standalone Dentures benefit. Please refer to your plan guide or My Westfield to see what Dentures cover you have on your plan.

Am I covered for eye tests?

Eyesight tests are covered under the Optical benefit.

Am I covered for hearing aids?

You are covered for hearing aids if you have Surgical Appliance benefit on your plan. Refer to My Westfield to see if you have Surgical Appliance cover on your plan.

Am I covered for physiotherapy?

Yes, providing you have Therapies benefit on your plan. Visit My Westfield to see if you have Therapies benefit on your plan.

Am I covered for visits to the Dermatologist?

You are covered for visits to a Dermatologist providing you have Consultation benefit on your plan and see a recognised Consultant Dermatologist.

**If treatment is carried out on one of your visits, please ensure treatment is covered under your consultation benefit**

Refer to My Westfield to see if you Consultation benefit on your plan and if it covers treatment or only diagnostic consultations.

Am I covered for dermatology?

You are covered for visits to a Dermatologist providing you have Consultation benefit on your plan and see a recognised Consultant Dermatologist.

**If treatment is carried out on one of your visits, please ensure treatment is covered under your consultation benefit**

Refer to My Westfield to see if you have the Consultation benefit on your plan and if it covers treatment or diagnostic consultations only.

Am I covered for day surgery?

Day Surgery benefit is available on several of our plans. The benefit is payable when you are admitted or an NHS or private hospital/treatment centre as a day case patient and you are required to sign a consent form and are allocated a bed - the use of which is normally for a period of supervised recovery. Visit My Westfield or refer to your plan guide to see if you have Day Surgery included on your plan.

Am I covered for seeing a nutritionist?

You are covered for Nutritional Therapy providing you have Wellbeing & Alternative Therapies cover on your plan, and see a recognised practitioner. Refer to My Westfield to see if you have Wellbeing & Alternative Therapies cover on your plan.

Can I claim for teeth whitening?

No, we do not provide cover for teeth whitening on any of our plans.

Am I covered for the cost of contact lenses?

Yes, if you have Optical benefit on your plan then we will cover you for contact lenses, solutions for use with your prescribed contact lenses as well as payments that you make for prescription contact lenses supplied under a monthly scheme, when you obtain an itemised receipt.

Can I claim for trips to the dental hygienist?

Yes, if you have Dental benefit on your plan then we will cover you for dental hygienist treatment up to the maximum available on your plan. To check your current benefit available, visit My Westfield.

Can I claim for Pilates?

No, Pilates is not covered on any of our plans.

Can I claim for prescription sunglasses?

Yes, if you have Optical benefit on your plan then we will cover you for prescription spectacles up to the maximum available on your plan. To check your current benefit available, visit My Westfield.

What is a dental accident?

Dental accident is payable when you pay a Dentist for treatment carried out as a result of accidental injury to teeth, caused by direct external impact to the head e.g. sports injuries, falls, or other accidents that cause injury by external force. The dentist's receipt has to specifically confirm treatment is a consequence of an accidental and you must provide full details of the accident, which must have occurred after you applied for the plan.

I need another copy of my plan guide, how can I get one?

You can look at your plan guide at My Westfield or you can call us and we'll happily send a copy out to you.

I'm visually impaired. Do you have any information in bigger print?

Yes. We try to make it as easy as possible for all of our customers to read our information. Please call us and we'll be happy to get your requested item produced for you in bigger print.

How can I find my plan guide?

Your plan guide is available in the My Westfield section of our website. Once you have logged in, your plan guide can be found in the plan literature section.

Help topics for
Employers

How do I build a health and wellbeing strategy?

A health and wellbeing strategy isn't one-size-fits-all and will vary depending on your company, employees and objectives. To get started, why not download our Health and Wellbeing Toolkit or get in touch and speak to a consultant, who will help create the right strategy for you.

Where do you hold Wellbeing Workshops?

Our Wellbeing Workshops can be held in a location to suit you. They can be delivered face to face at your office or an offsite location, or as a webinar for remote workers.

Which Health and Wellbeing topics are right for my business?

The best way to decide which health and wellbeing topics are right for you is to speak to one of our Wellbeing Consultants. They'll talk to you about the specific needs of your business and help identify the best topics to improve your employee wellbeing.

Which health assessments should I choose?

The right health assessment will depend on your budget and what you want to achieve. To discuss your options, get in touch and speak to one of our consultants.

How much do the Wellbeing Workshops cost?

The cost of the workshops depends on the format you choose and how many topics you'd like to cover.

For more information, get in touch and speak to one of our Health and Wellbeing consultants.

How much does the Health Calendar cost?

The cost of the Health Calendar varies depending on the size of your organisation. For more information, get in touch and speak to one of our consultants.

Can I access the Health Calendar online?

When you sign up for the Health Calendar you will be provided with a URL and access code unique to your company. The information is available to access 24/7, via desktop or mobile.

Which cash plan is right for my business?

The best way to find out which cash plan is right for you is by speaking to one of our consultants. They'll speak to you about your requirements and the level of cover you wish to provide. Get in touch to find out more.

How much is Surgery Choices cover?

Cover starts at just £5.83 per employee per month, but there are a range of options and different levels of cover available. Get in touch and speak to one of our consultants to find out more.

How does Surgery Choices compare to PMI?

Surgery Choices is a low cost alternative to PMI, and covers overs most surgical procedures, except heart or cancer related treatment. To keep it simple, there's one cost for all and no medical is required.

How do I sign up?

All you have to do is get in touch and speak to one of our team:

Call us: 01142502092
Email us: businessenquiries@westfieldhealth.com

Or fill in the form on www.westfieldhealth.com/business/contact-us

How much does a cash plan cost?

The cost of our employee cash plans depend on the needs and budget of your business, and prices varying depending on the benefits and level of cover you wish to provide. For more information, simply get in touch and speak to one of our consultants.

If you can't find what you're looking for get in touch

  • Can't find the answer?
  • Upgrade your cover
  • Add your partner

Call us
0114 250 2000