About Your Plan

Please see below common queries we receive regarding insurance policies.

General Queries

When does my plan year start?

Your plan year starts and renews each year on the commencement date of your individual plan(s). This is the date you signed up.

Please be aware that any additional policies that you may have will start on their own commencement date - this may be different to previous policies you have taken out.

What does double first night mean?

Your chosen benefit amount is paid at double for the first night you spend overnight in hospital, for every new condition.

How long will my claim payment take to clear into my account?

It can take approximately three to five working days for the funds to clear into your account from the payment date.

Making a claim

How to request a claim form?

Call 0800 542 5930 – Monday to Friday, 8:30am to 5:30pm

Alternatively you can email us at crm@personalgroup.com (Please ensure you include your name, date of birth and full address in the email) or start the process online here.

What can I use for confirmation of attendance?

It is possible to use any of the following as confirmation of attendance.

  • Appointment letter, stamped or signed by someone at the hospital on or after the day of your appointment.
  • Attendance slip
  • Results letter confirming date of appointment
  • Discharge documents

A comprehensive list of accepted documentation can be found here.

Where do I return my claim form to?

Please return the claim form and supporting documentation to the below address;

Personal Group, John Ormond House, 899 Silbury Blvd, Milton Keynes, MK9 3XL

Please ensure that the correct postage has been paid.

How long does the claims process take?

We aim to assess your claim within 2-3 days of receiving the completed form and supporting documentation.

Cancelling Your Plan

How can I cancel?

Call 0800 542 5930 – Monday to Friday, 8:30am to 5:30pm

It is also possible to use the contact form or email crm@personalgroup.com us (Please ensure you include your name, date of birth and full address in the email)

Why are my premiums still being deducted if I cancelled?

Our clerks make contact with your payroll department to ask them to stop taking deductions when a cancellation request is received.  We do not have control over the payments made and it is your payroll’s responsibility to cease making deductions.

Depending on payroll cut-off dates deductions may continue for a short period after the cancellation date.  A refund of any overpaid premium will be made to you once your payroll confirm deductions have stopped.  If deductions continue a further request can be sent to payroll if you contact us.

Get in Touch

If you'd like to speak to a member of the team please fill out the contact form with as much detail as possible and someone will be in touch.

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