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Medicash – Coronavirus Update

Last updated: Thursday 26 March 2020

Medicash is closely monitoring the evolution of the Coronavirus within the UK and is constantly evaluating the situation, including any potential knock-on effects to our services.

Please be assured that Medicash’s Business Continuity Plan includes a section on Infectious Diseases which has recently been updated in relation to the current advice on COVID-19.

We continue to monitor the situation and are taking appropriate steps to safeguard our employees and our business.  

 

Latest situation at Medicash

We remain committed to providing the excellent service and support that our customers have come to expect of Medicash.

The Medicash office is closed to all visitors and most of our employees have now moved to home working and are still working hard to process your claims.  Our telephone hours for all teams have also changed to 8am to 4pm, Monday to Friday, until further notice.

All claims submitted via the Medicash App are being processed as normal and within our standard turnaround times.

Please note that any postal claims may be delayed in reaching us and may be subject to a period of quarantine in line with Public Health England and other advice.  To limit the exposure of our staff, and to fit as best as we can with the government’s legislation as announced on Monday 23 March, we will only be opening post and sending out claims paid by cheque on a Monday, Wednesday and Friday until further notice.

As such we strongly recommend that all claims, where possible, are submitted via the Medicash App.  Full details on the app can be found at www.medicash.org/claim

If you are submitting your claim via post and you have not already registered to have your claims paid by Direct Credit, please contact us on 0151 702 0265 to get this set up. This will put less pressure on the team who are still operating from our office and ensure that you receive your money quicker.

If you have any questions, or concerns, about your Medicash policy please do not hesitate to get in touch with us. 

 

Medicash – Meeting our regulatory obligations

The Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) expect all firms to have contingency plans in place to deal with major events. This includes assessments of operational risks, the ability of firms to continue to operate effectively and the steps firms are taking to serve and support their customers.

The FCA and PRA expect firms to take all reasonable steps to meet their regulatory obligations. For example, they expect Medicash to be able to enter transactions promptly into the relevant systems, pay claims, use recorded lines where required and give staff access to the compliance support they need.

If Medicash are able to meet these standards and undertake these activities from backup sites or with staff working from home, the FCA and the PRA have no objection to this. This is all covered within Medicash’s Business Continuity Plan. 

 

Keeping up to date with the latest situation at Medicash

Medicash will provide updates as the situation evolves via its social media channels and via this web page - www.medicash.org/coronavirus  

 

More general advice in relation to the Coronavirus situation

For UK-specific information and advice - please go to the NHS Coronavirus (COVID-19) page.

 

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