FAQs

A health cash plan is a low-cost insurance package that provides cashback towards your everyday healthcare bills, as well as providing cover towards the unexpected such as a stay in hospital. Find out more, including how health cash plans work, the benefits, and the difference between health cash plans vs PMI by visiting this page.

This insurance is provided by Medicash Health Benefits Ltd, One Derby Square, Liverpool L2 1AB. A company limited by guarantee and registered in England (number: 258025).

Medicash Health Benefits Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

No, you do not need to have a medical before you sign up to a Medicash healthcare cash plan. There are some exclusions when you join such as pre-existing conditions relating to a hospital stay, but these will be checked at the time you submit your claim.

This is any disease, illness or injury which you, your partner or your children have experienced symptoms of, or received treatment for, in the 12 months before the start of your policy or increase in level of cover.

Anyone from 16 to 65 years old can apply to join Medicash. No medical is needed and your premiums will not increase because of your age.

Our plans are designed to cover individuals, couples or families. You can cover up to four dependent children up to the age of 16, or 19 if in full-time education for some benefits at no extra cost.

Our Solo Plan covers you plus your dependent children. If you wish to cover your partner, including same sex partnerships, you will need to select our Dual Plan. Both plans are available in a range of levels.

You can claim straight away for most benefits from the date shown on your Policy Schedule within your welcome pack. Some exclusions apply, see ‘What’s not covered?’ for more details.

Please note that Medicash will not pay any claims until your first premium has been received.

Your policy will automatically be renewed every month, provided that you continue to pay your premiums and comply with the Terms and Conditions of the plan.

This is the period of time that you can claim up to the maximum amount of benefit, as shown in the benefit table. Usually this is 12 months but please check your benefit table.

The age limit for dependent children cover varies depending on your plan. For more information, refer to your benefit table which can be accessed via the Medicash App.

No, this policy only covers treatment within the UK.

Your policy number will be included in the policy documents you will have received. Alternatively if you have misplaced your policy number, you can find it here.

To open these pages you must download Adobe Acrobat Reader, a free tool that allows you to open PDF documents. To download a copy please click here.

To change your level of cover, please call us on 0151 702 0304.

You can update some of your personal details, including your phone number and email address, through the My Medicash App.

If you need to update any other details, or need help making a change, please get in touch with our Customer Services team by calling 0151 702 0304 or emailing [email protected]

To change your bank details, please call us on 0151 702 0304.

Depending on how your Medicash plan is set up, you may be able to add your partner to your cover. Please contact your HR department or call our Customer Services team on 0151 702 0304 to find out more about the options available to you.

You can add children to your plan via the My Medicash App. Alternatively, you can call us on 0151 702 0304.

Making a claim is simple. Just ask for a receipt from your practitioner after you have received and paid for your treatment.

You can then either download and complete a claim form and post it to us along with your receipts, or alternatively use our App (available from the App Store and Google Play) and submit your claim directly from your smartphone. We aim to pay all claims within 5 working days of receiving them.  Full details of how to claim can be found here.

Yes, claims must be made within 26 weeks of the date that treatment was received or you were discharged from hospital, otherwise we will not accept liability to pay such claims.

All receipts must be fully paid and should include:

• The name, address and qualifications of the practitioner who provided your treatment
• The name and address of the person who received the treatment
• The date and details of the treatment received, including a description and the cost

We cannot accept joint receipts, credit or debit card receipts, receipts that don’t show details of the treatment received, or estimates for treatment that has not yet taken place.

We aim to pay all claims within 5 working days of receiving them.

We aim to pay all claims within five working days of receiving them. Occasionally, a claim may take a little longer to process if we need additional information from you or your treatment provider to verify your claim.

During particularly busy periods, it may also take us a little longer than usual to process claims. If we need any further information from you, we’ll get in touch.

To see the full list of claimable benefits specifically covered by your plan, check your benefit table which can be accessed via the My Medicash App.

Yes, Medicash’s Wellbeing health plan will pay you a lump sum upon the birth of your child or the adoption of a child under the age of three. There is a 12 month waiting period before you will be eligible for this benefit so if you or your partner are already pregnant or trying to conceive, please note that you may not be eligible for this benefit when your child is born.

Yes, Medicash’s health cash plans cover routine dental treatments and can even reimburse part of an existing dental care plan that you may be paying for. Please note however that Medicash do not cover any cosmetic treatment such as teeth whitening and the amount that you can claim back each year is dependent upon your chosen level of cover.

No, ear wax removal or ear syringing is not covered under any Medicash plan.

Please note that only the benefits listed in your benefit table and covered within the applicable terms and conditions are eligible for claims. We recommend checking these documents to confirm what is included on your plan. You can view these documents by logging into the My Medicash app.

No, we do not provide cover for hearing tests or visits to an audiologist.

Please note that only the benefits listed in your benefit table and covered within the applicable terms and conditions are eligible for claims. We recommend checking these documents to confirm what is included on your plan. You can view these documents by logging into the My Medicash app.

No, our plans do not cover teeth whitening or other dental treatments carried out for cosmetic purposes.

Please note that only the benefits listed in your benefit table and covered within the applicable terms and conditions are eligible for claims. We recommend checking these documents to confirm what is included on your plan. You can view these documents by logging into the My Medicash app.

What we cover under the dental benefit:

• Dental treatment and dental check-ups
  Hygienist fees
• Dental X-rays and laboratory fees needed to carry out dental treatment
• The cost of anaesthetic for dental treatments
• The cost of dentures and repairs to dentures
• Braces provided by a dentist or orthodontist
• Premiums under a dental care contract paid for by you (where stated on your benefit table as being included in your plan).

If your plan includes the Dental Accident benefit, we can consider claims for eligible treatment provided by a registered dentist who is a member of an approved professional organisation.

What we cover under the dental accident benefit:

• Dental treatment relating to an accident or injury if there has been a dental emergency appointment within ten days of the accident or injury
• Investigative dental x-rays, and laboratory fees relating to the dental treatment
• The cost of anaesthetic for dental treatment
• The cost of dentures and repairs to dentures resulting from the accident or injury
• Any prescription charges or associated costs
• Replacement veneers, implants, dentures and orthodontics resulting from an accident or injury.

What we cover under the optical benefit:

• Eye-health tests and eyesight tests carried out by a member of the General Optical Council
• Prescribed spectacles, prescribed contact lenses and prescribed sunglasses
• Payment under a contact lens scheme
• Prescription lenses for safety goggles you need for work
• Prescription lenses fitted to an existing frame
• Frames when fitted with prescription lenses
• Laser eye surgery.

If your plan includes the diagnostic tests and scans benefit, we will cover diagnostic and investigative tests and scans, including but not limited to X-rays, CT, MRI and PET scans required to aid the diagnosis under the management of a Specialist Consultant or GP.

If your plan includes complementary therapies we will cover:

• Physiotherapy
• Osteopathy
• Chiropractic treatments and assessments
• Acupuncture.

Note: we may need additional evidence that the practitioner has the appropriate qualifications
and insurance.

If your plan includes alternative therapies we will cover:

• Allergy tests, including food-intolerance tests
  and nutrition tests
• Bowen and Alexander technique
• Homeopathy
• Hypnotherapy as part of a treatment plan
• Indian head massage
• Reflexology
• Reiki.

Note: we may need additional evidence that the practitioner has the appropriate qualifications
and insurance.

If your plan includes inpatient and parental stays, we will cover:

• When you are admitted to hospital for a period of medical treatment or continuation of medical care which the hospital classes as an inpatient stay.
• When one adult covered by the policy stays with a named child under the age of 12 when they are admitted as an inpatient (where stated on your benefit table as being included in your plan).

We will not pay for the first night of each stay you have in hospital. Please refer to your Terms & Conditions for more information.

If your plan includes hospital daycase, we will cover:

• Any treatment as a daycase in an NHS hospital, private hospital or recognised treatment centre.

We will pay you at the appropriate daily rate shown in the benefit table for each time you go into hospital or a treatment centre as a daycase patient to receive a diagnosis or for a treatment, investigation or minor surgery. Your stay must be planned and you must not be staying in the hospital or treatment centre overnight. Please refer to your Terms & Conditions for more information.

The benefit is not payable in respect of any pre-existing condition for the hospital benefit for three years from the start of your policy, or at the higher rate for three years following an increase in cover.

You are not covered for the birth/adoption of a child that takes place within the first 12 months of your policy, or it will be paid at the lower rate for 12 months following an increase in cover.

The benefit may also not be claimed if treatment is needed as a result of participation in dangerous sports or through self-inflicted injury.

Full details of what is and isn’t covered for each benefit can be found in your Terms and Conditions booklet.

If you’re using the My Medicash App for the first time, you’ll need to register using your Medicash policy number. You can find your policy number in your welcome pack or use our online Find My Policy Number service.

Once you’ve registered, you can log in to access your policy information, submit claims and access the benefits included in your plan.

If you’ve forgotten your password, select the Forgotten Password option on the My Medicash App login screen and follow the instructions to reset it.

If you’re still having trouble accessing your account, please contact our Customer Services team on 0151 702 0265.

If you’re having trouble logging in to the My Medicash App, first check that you’re using the correct login details or try resetting your password.

If you’re still unable to access the app, please contact our Customer Services team on 0151 702 0265 and we’ll be happy to help.

You can find your Medicash policy number in your welcome pack. If you don’t have your welcome pack to hand, you can use our online Find My Policy Number service by answering a few questions.

You’ll need your policy number to register for the My Medicash App and access certain benefits included in your plan.

You can find details of the benefits and allowances included in your plan in your benefit table. In the My Medicash App, go to Account > Policy Documents to view your benefit table.

Your benefit table shows the benefits available to you and the amount you can claim towards eligible treatments and services.

You can view a summary of your paid claims for the current benefit year in the My Medicash App. Simply go to Usage to see the claims that have been paid and keep track of your plan usage.

You can update some of your personal details, including your phone number and email address, through the My Medicash App.

If you need to update any other details, or need help making a change, please get in touch with our Customer Services team by calling 0151 702 0265 or emailing [email protected]

Yes. The My Medicash App is the quickest and easiest way to submit a claim. Simply enter your claim details and upload or take a photo of your receipt through the app.

The Usage section of the My Medicash App shows a summary of claims that have been paid during the current benefit year. If you’ve recently submitted a claim, it may not appear there until it has been processed and paid.

If you have any concerns about the progress of a claim, please contact our Customer Services team on 0151 702 0265.

Ensure you are using the latest version of the app. If you’re experiencing difficulties with the My Medicash App, please contact our Customer Services team on 0151 702 0265 or email [email protected] and we’ll be happy to help.

Yes. Although the My Medicash App is the quickest and easiest way to submit claims and manage your plan, you can still make a claim without using the app.

You can submit a claim using our online claim form or, if you’re unable to claim online, download a claim form and send it to us by post.

The digital health and wellbeing benefits available to you will depend on your Medicash plan. You can check which services are included by viewing your benefit table in the My Medicash App under Account > Policy Documents.

You can access a range of digital services designed to support different areas of your health and wellbeing, from everyday healthcare to physical and mental wellbeing.

You can access the digital health and wellbeing benefits included in your plan through the My Medicash App.

If you’re having trouble accessing one of the digital health and wellbeing benefits included in your plan, please contact our Customer Service team by calling 0151 702 0304 or emailing [email protected]

Yes. Your use of Medicash’s digital health and wellbeing benefits is confidential. Information about your individual use of these services, including personal health information, will not be shared with your employer.

No. Your employer will not be told that you have personally used a digital health and wellbeing benefit or be given information about your individual use of the service.

Your employer may receive anonymised, aggregated information about overall use of certain benefits to help them understand how their employee benefits are being used. This information does not identify individual employees.

You can cancel your Medicash plan at any time. If it’s less than thirty days since you joined and provided that you have not made a claim, we’ll refund your first month’s payment.

As long as you join before your 66th birthday you can remain a member, providing you keep your premiums up-to-date.

Personal Accident cover ceases on your 66th Birthday, but you’ll continue to be covered for all other benefits.

If you leave your employer, they will let us know and your cover will end at the end of the relevant month. As your Medicash plan is provided through your employer, we can only make changes to your cover once we have received confirmation from them.

If you’re unsure when your cover will end, please check with your employer or contact our Customer Services team for further information.

If your employer stops providing your Medicash health plan, they will let us know and your cover will end at the end of the relevant month. As the policy is provided through your employer, we can only end your cover once we have received confirmation from them.

Your employer should let you know about any changes to your employee benefits and when your Medicash cover will end.

For extra support when it comes to using your policy, please complete the form on this page or call us on 0151 702 0307.

Yes, you can set up a carer, family member or friend to speak to us about your policy on your behalf. To do so, please complete the form on this page or call us on 0151 702 0307.

We hope you’ll always be happy with the service you receive from Medicash, but if you do have a complaint, you can talk directly to our Customer Service Team on 0151 702 0265 who’ll handle everything on your behalf.

To notify us of a bereavement please contact us on 0151 702 0265 or complete the form on this page so we can help you during this difficult time.