We’re always happy
to help
If you have an appointment in a hospital but do not need to stay overnight, it means you’re being treated as an outpatient. Outpatient appointments can be for advice, treatment, or consultations at a hospital. With your Personal Group Hospital Plan, you will be able to claim for two outpatient appointments per calendar year.
The benefits, limitations and exclusions of your cover depend on the cover chosen. So, if you have any specific questions about what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
The NHS is utilising telephone and video calls instead of some face-to-face outpatient hospital appointments. With your Personal Group Hospital Plan, you can claim for these virtual appointments with supporting documents.
For plans that started before 1 January 2022, outpatient entitlement renewed each year on the start date of your individual Hospital Plan. As of the 1 January 2022 for all new and existing plans your outpatient entitlement renews each calendar year, which means they reset on 1 January.
With your Hospital Plan, your chosen benefit amount is paid at double for the first night you spend overnight in hospital. Just so you know, this only applies to an initial inpatient stay for each ongoing claim. For subsequent inpatient stays for the same ongoing claim, you will not get the double first night benefit.
You can use any of the following as confirmation of attendance:
Documents can be obtained by the hospital, General Practice (GP), NHS app* or My care portal**
* Currently only available NHS England and NHS Wales.
** Available for Northern Ireland
Documents can be obtained by the hospital, General Practice (GP), NHS app* or My care portal**
* Currently only available NHS England and NHS Wales.
** Available for Northern Ireland
Documents can be obtained by the hospital, General Practice (GP), NHS app* or My care portal**
* Currently only available NHS England and NHS Wales.
** Available for Northern Ireland
The Personal Group Hospital Plan pays benefits for hospital inpatient, outpatient treatment and day patient surgery. This excludes any type of appointment with any NHS General Practice (GP) or virtual GP service like OnlineGP.
The easiest and quickest way to get a hold of your plan details will be to access our Gateway portal. If you haven’t registered to use it before, you’ll have to sign up as a new user. To do this, you’ll need your policy number handy which you’ll be able to find on any policy document or communication from us. Once you register, you’ll be able to pick a username and password. If you have any issues accessing the portal or your documents, you can contact us.
The Recovery Plan provides financial support during recovery following a hospital admission or day patient surgery.
We regularly review our insurance plans to ensure they remain affordable and simple to use. Our Recovery Plan replaced the Convalescence Plan.
If you’ve been admitted to hospital for an operation, surgical procedure, complex investigation, diagnostic procedure or a complex drug infusion that doesn’t involve an overnight stay in hospital and are signed off while you are recovering, you can make a claim on your Recovery Plan.
Your Recovery Plan starts with 7 days benefit cover for each new condition.
For every 12 month claim free period, an additional 7 recovery days benefit is added to your recovery entitlement.
You may qualify for a maximum of 84 days of accrued recovery benefit. The maximum recovery entitlement possible is 91 days.
Any recovery benefit claimed to you will be deducted from your recovery entitlement.
To confirm what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
Our Recovery Plan provides financial support during recovery following a hospital admission or day patient surgery. If you hold the plan, you can make a claim while you’re signed off work and recovering. To become eligible to hold our Recovery Plan, you must hold a Personal Group Hospital Plan and be between the ages of 18 and 69.
The benefits, limitations and exclusions of your cover depend on the cover chosen. So, if you have any specific questions about what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
As we have launched our Recovery Plan, we will no longer be selling the Convalescence Plan. You can be assured that your Convalescence Plan is still valid, and no changes have been made to your cover. If you hold a Convalescence Plan, you will still accrue benefit and be able to make a claim while you’re signed off work and recovering following a hospital admission or day patient surgery.
The benefits, limitations and exclusions of your cover depend on the cover chosen. So, if you have any specific questions about what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
Our Convalescence Plan provides financial support during recovery following a hospital admission or day patient surgery. If you hold the plan, you can make a claim while you’re signed off work and recovering.
The benefits, limitations and exclusions of your cover depend on the cover chosen. So, if you have any specific questions about what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
If you’ve been admitted to hospital for an operation, surgical procedure, complex investigation, diagnostic procedure or a complex drug infusion that doesn’t involve an overnight stay in hospital and are signed off while you are recovering, you can make a claim on your Convalescence Plan.
Your Convalescence Plan starts with 7 days benefit cover for each new condition.
For every 6 month claim free period, an additional 7 recovery days benefit is added to your Convalescence entitlement.
You may qualify for a maximum of 84 days of accrued recovery benefit. The maximum recovery entitlement possible is 91 days.
Any Convalescence benefit claimed to you will be deducted from your Convalescence entitlement.
To confirm what you’re entitled to, please refer to your individual plan terms and conditions. You can also get in touch with us to discuss your plan in more detail.
The easiest and quickest way to get a hold of your plan details will be to access our Gateway portal. If you haven’t registered to use it before, you’ll have to sign up as a new user. To do this, you’ll need your policy number handy which you’ll be able to find on any policy document or communication from us. Once you register, you’ll be able to pick a username and password. If you have any issues accessing the portal or your documents, you can contact us.
We’re sorry for your loss. We’ll do everything we can to make the claims process as straightforward as possible at this difficult time.
We may need some additional information depending on the circumstances, but our team will guide you through each step. If you have any questions or need extra support during the process, please get in touch.
The easiest and quickest way to get a hold of your plan details will be to access our Gateway portal. If you haven’t registered to use it before, you’ll have to sign up as a new user. To do this, you’ll need your policy number handy which you’ll be able to find on any policy document or communication from us. Once you register, you’ll be able to pick a username and password. If you have any issues accessing the portal or your documents, you can contact us.
The easiest way to make a claim is online. If you prefer, we can send you a physical claim form which you can post back to us. To request a claim form, get in touch with us.
We aim to review claims within 2 working days of receiving them. If your claim is successful, it usually takes around 3 to 5 working days for the funds to clear into your account from the payment date. This is only an estimate, so if you’ve waited longer than 5 working days, please contact us.
If you miss a premium payment, we will try to contact you to see how we can help. If you leave your job or are on long term sick, we can arrange for an alternative payment method to enable your cover to continue. We understand that everyone’s circumstances are different, and we’ll work with you to find an option that best suits you. Please get in touch with us as soon as possible so we can help.
Settling an arrear or missed payment on your account is easy. The quickest way to do this is by sending us a bank transfer using these details:
Bank: Lloyds
Account Name: Personal Assurance PLC Ind Prem
Sort Code: 30-15-53
Account Number: 82223068
Reference: Quote your policy number
Alternatively, you can settle the outstanding amount by sending us a cheque or postal order - please remember to quote your policy number on the back. Our postal address is Personal Group, John Ormond House, 899 Silbury Blvd, Milton Keynes, MK9 3XL.
We’re sorry to see you go. To assist with your request please get in touch with us and we will take you through the next steps. Please note cancellations can only be completed by policyholders or individuals included on the policy. For data protection, you’ll need to confirm the policyholder’s name (and your name if you’re on the account), date of birth and address.
Once you cancel your policy with us, we immediately inform your employer, and they should stop your salary deductions. Depending on payroll cut-off dates your deductions may continue for a short period after the cancellation date. Rest assured, we will refund any overpaid premium to you directly. If you continue to experience any issues, please contact us.
If you’ve recently received a letter from us about some upcoming improvements to your Hospital, Recovery and Convalescence insurance plans, rest assured this is good news! We’re offering our existing customers more benefits at no extra cost. The letter explains what your new benefits are and when you can start to use them. If you’d like to talk to us about what’s changing, we’re here to help.
We’re sorry to hear that you are unhappy with Personal Group. We want to make it simple for you to raise your concerns with us and make sure that you’re satisfied with how your complaint is handled. You can contact us:
By writing to: Customer Relations Team, Personal Group, John Ormond House, 899 Silbury Boulevard, Central Milton Keynes, MK9 3XL
By telephone: 01908 440901* – Monday-Friday, 8.30am to 5.30pm
By email: crm@personalgroup.com
How long will it take?
We aim to resolve your complaint as soon as we can, so when you contact us, it would be useful if you could confirm your preferred means of contact and times you will be available, and we will do our best to meet these.
If we have been unable to resolve your complaint immediately, we will normally send you a written response letter acknowledging your complaint within five days but at the end of four weeks we hope we will have answered your concerns.
If we are unable to respond fully at this stage, we will write to you to advise the reasons for the delay, and when we expect to reach a conclusion.
If your complaint is particularly complex, it may take longer to resolve, but we must send you a Final Response within eight weeks of receiving your complaint. If we have not responded to you by this stage, you are entitled to ask the Financial Ombudsman Service to review your complaint.
If we can’t reach agreement
You may refer your unresolved complaint to the Financial Ombudsman Service for its consideration if you are unhappy with our Final Response. You can contact them:
By writing to:
The Financial Ombudsman Service, Exchange Tower, London E14 9ST
By telephone:
0800 023 4567 – calls to this number are now free on mobile phones and landlines
0300 123 9123 – calls to this number cost no more than calls to 01 or 02 numbers.
By email:
complaint.info@financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response.
Our commitment to you
We are committed to resolving your complaint fairly and quickly, by listening to your concerns and agreeing a solution with you. Please let us know as soon as possible if we fail to meet your expectations.
Complaint Data
View our latest Complaint Data
*Calls to this number may be recorded for training and monitoring purposes
In most cases, your insurance premiums are paid directly from your payroll or salary. If these payroll deductions stop for reasons such as illness, unpaid leave or if you leave your current job, your insurance plan will end. To continue to protect yourself and not lose any cover or accumulated benefits, we recommend setting up Direct Debit. We’ll always contact you before we start charging you via Direct Debit. Setting this up is easy, just get in touch.
Direct Debit will only be used to pay for your insurance premiums if payroll deduction cannot be used and you wish to keep your insurance cover. If you have opted into Keep My Cover, we’ll get in touch with you to check you’re happy for us to proceed before taking your first Direct Debit payment.
Direct Debits that remain inactive for more than 24 months are automatically cancelled by your bank. To stop this from happening, when your insurance payments are paid by payroll deduction, we deduct and refund 1p every 24 months, so your Keep My Cover stays active. This way, your policy will also not be at risk of accidentally lapsing.
