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Supporting Our Clients in Vulnerable Circumstances

UK Health Insurance – Our Commitment to You

Our core values

At UK Health Insurance, we are dedicated to delivering high-quality health coverage and support to every member of our customer base. We operate with integrity and transparency, working to build lasting relationships with those who trust us. We recognise that each individual has unique needs and preferences, and we are committed to communicating with you in the way that works best for you. Our goal is straightforward: to enable you to make informed decisions about your health insurance and to ensure you receive excellent service at every stage of your journey with us.

Reach out to us

If you have questions about how we can support you, or if you’d like to discuss your specific circumstances, our team is ready to help. We are committed to responding to all enquiries promptly and professionally. Get in touch at any time:

phone

Telephone

01202 756 352

mail

By Post

UK Health Insurance, Bourne Gate, 25 Bourne Valley, Poole, Dorset, BH12 1DY

email

Email

[email protected]

How we communicate with you

We believe that accessible communication is essential to providing excellent service. Our team is trained to deliver information in the way that suits you best.

Making Documents Accessible

We are committed to making all our documents and communications accessible to everyone. If you have dyslexia or find certain text formats challenging to read, we can provide your documents on coloured paper or in larger print sizes. Whether you need text in an alternative format, large print, audio format, or any other accommodation, simply ask – your comfort matters to us. There is no need to feel uncomfortable requesting a format that works better for you.

Alternative Information Formats

We want to ensure that all our communications are accessible to you. If you would prefer to receive any of our documents, correspondence or information in a different format, such as large print, coloured paper, audio format, Braille, or any other format that would be more helpful please let us know. Simply contact our customer support team and we will do our best to accommodate your needs without delay.

Who we help

You may not think of yourself as needing additional assistance, but there are many situations where we would be happy to offer that help. Many of our clients benefit from extra support, including those experiencing:

Long-term or permanent health conditions and disabilities

Mental health conditions or emotional wellbeing concerns

Learning difficulties or neurodivergence

Temporary financial hardship or unexpected changes in circumstances

Loss of a loved one or significant life events

Age-related considerations or limited mobility

Language barriers or literacy challenges

If any of these apply to you, or if you face other circumstances where support would be valuable, please do not hesitate to get in touch. We are here to help, and we want you to feel supported throughout your time with us.

Managing important life events

Dealing with bereavement

We understand that losing someone close to you is an incredibly difficult time. We recognise the practical challenges you may face, and our team is here to provide compassionate support in managing any health insurance policies held by the person who has passed away. Please contact us as soon as is practicable following a bereavement.

You can reach out to our customer support team by email at [email protected] or by calling our main line 01202 756 352. Simply provide us with the details and we will locate the relevant information and guide you through the next steps.

What we’ll need from you:

  • The full name of the policyholder
  • Their postcode
  • Their date of birth

Financial changes and payment difficulties

We understand that financial circumstances can change unexpectedly. If you are finding it difficult to maintain your health insurance cover or facing challenges with premium costs, we encourage you to contact us as soon as possible. As your advised broker, we can help you explore alternative coverage options from our panel of insurers, discuss different plans that may better suit your budget, or facilitate conversations with the relevant insurer about your circumstances. While insurers ultimately determine their own pricing, we’re here to help you find a solution that works for your situation. There’s no shame in financial difficulty – we’re here to work with you to find options that work.

Giving someone authority to act for you

Appointing a representative

If you need help managing your health insurance policy, you can authorise us to communicate and work with a trusted representative of your choice. This could be a family member, friend, carer, or professional advisor. Simply notify us and we can set up a mandate on your account, allowing them to make enquiries, discuss your policy with us, and handle matters on your behalf. The process is straightforward and protects your privacy while ensuring you get the support you need.

Legal authority – Power of Attorney

If you have a Power of Attorney (PoA) or a Lasting Power of Attorney (LPA) document that grants someone legal authority to act on your behalf, we can recognise this formal arrangement. You will need to provide us with a certified copy of your LPA certificate, which we will retain on your policy file to streamline future communications and transactions. This ensures that your appointed attorney can make decisions and manage your policy with full authority and saves time by avoiding repeated verification processes.

Data Protection and Privacy

UK Health Insurance takes your privacy seriously. We will only record information about your circumstances that is relevant to providing you with the best possible service and coverage. This means we only collect and retain data that helps us understand your needs, support you appropriately, and provide you with quality insurance products. We never store information unnecessarily. For full details about how we collect, store, and use your personal information, please refer to our Privacy Policy, which is available on our website or upon request.

Our Commitment to Excellence

Our team members receive specialist training in supporting customers who may require additional assistance. We continually look for ways to improve our service delivery and accessibility. UK Health Insurance regularly reviews our service standards and the support we provide to customers. We work closely with industry partners and regulators to ensure that our practices and procedures meet the needs of all our customers, including those requiring additional support. This policy and our supporting procedures are reviewed regularly to ensure they remain effective and responsive to your needs. We welcome your feedback and suggestions about how we can better serve you. Your input helps us improve.