Information about coronavirus

Do you have queries about the new coronavirus which causes the illness COVID-19?

For up to date information about the new coronavirus outbreak (external link)

For an overview of the illness COVID-19 and stay at home advice (external link)

Use the NHS 111 online (external link) coronavirus service if you have symptoms which could be due to the new coronavirus – for example, cough, fever, shortness of breath, and:

• you feel you cannot cope with your symptoms at home
• your condition gets worse

If you are looking for information regarding how COVID-19 may affect your travel plans, please follow the guidance of the Foreign and Commonwealth Office (external link).

How can I help stop the infection spreading? 

• wash your hands with soap and water often – do this for at least 20 seconds
• always wash your hands when you get home or into work
• use hand santisier gel if soap and water are not available
• cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
• put used tissues in the bin immediately and wash your hands afterwards
• avoid close contact with people who have symptoms of coronavirus
• only travel on public transport if you need to
• work from home, if you can
• avoid social activities, such as going to pubs, restaurants, theatres and cinemas
• avoid events with large groups of people
• use phone, online services, or apps to contact your GP surgery or other NHS services
  
  
  

What are the symptoms of COVID-19?

Symptoms are similar to those of the seasonal flu and will often begin with a cough, fever and shortness of breath. They are also common of many other respiratory infections.

Do PHC health insurance plans pay for diagnostic tests for COVID-19 – the illness caused by the new coronavirus (SARS-Cov-2)?

Our plans provide cover for the cost of diagnostic tests when requested by a specialist we recognise, after you have been referred to them by a GP.  This is not a scenario that a member suspected of having COVID-19 would currently find themselves in. This is an evolving area, however, and we will be keeping it under review.

We understand some private vendors claim to be offering tests for the new coronavirus for use at home and then posted back to the vendor. We do not know if these tests are effective. Please note that Public Health England (external link) has advised against rapid tests in the community or at home because there is no published evidence that these tests are suitable for this use.

Anyone who is concerned about COVID-19 should visit the NHS (external link) ‘Overview – Coronavirus (COVID-19)’ resource for information and guidance.

For employers – do you have queries about COVID-19 and your business?

For up to date information and guidance for employers and businesses, please use the Department for Business, Energy & Industrial Strategy and Public Health England resource COVID-19: guidance for employers (external link).

And, if you are concerned that you may have had a confirmed case of COVID-19 in your business, Public Health England has published guidance for offices about how and where to clean and what cleaning fluids to use. See the resource COVID-19: cleaning in non-healthcare settings (external link).

• We’re committed to doing the right thing by you. Any reduction in claims costs compared to 2019* arising from delays in treatment due to the coronavirus crisis will be refunded in proportion to your premium paid.
• We understand how much uncertainty you’re facing at this time. More than ever, we appreciate our role in helping you look after your [and your members'] health and wellbeing.
• Though we can’t predict the future, we can plan for it.
• In the short term, we expect to pay lower claims as private hospitals focus on helping the NHS during the pandemic. When the crisis is over we expect to pay higher claims due to a catch up in treatment. Once normality resumes, if the value of our health insurance claims in 2020 and 2021 combined falls because of the current crisis, we’ll pass back to you, our customers, the difference compared with 2019.
• At this time, we expect to be able to pay any refunds to you before March 2022. The calculation will be verified by an appropriate independent auditor.
• This assurance applies to all individual members and small or medium-sized companies who had a PHC-branded private health insurance plan¹ on the 1 January 2020 and any new customers who joined us before 1 April 2020.
• If you can’t get the treatment you’re eligible for now, we’ll still authorise it for you and, when the staff and facilities are available, you can have the treatment straight away. You just need to maintain your policy and current benefits.

¹Refunds on SME plans are to the corporate group and not the plan members covered on the group’s policy.

*To see our T&Cs please click here.

When will the Clinical Support Centre be available?

You’ll be able to use this service now, simply call us on the number in your membership pack.

How long will the new Clinical Support Centre be available?

The new Clinical Support Centre will remain in place until the end of the crisis - when private facilities open and face-to-face care is available again.

What if the Clinical Support Centre can’t help with my condition?

Remote support won’t be suitable or effective for every condition. Where the service or treatment can’t be provided remotely, our clinical experts will be able to advise the best course of action.

I recently tried to claim, but couldn’t due to the availability of private facilities, what should I do?

We’re sorry we couldn’t help you. Please call us again so that we can try to support you with our new service.

Can the NHS cash benefit be used if I’m in hospital with COVID-19?

Yes. Subject to the plan rules.

Has the NHS cash benefit limit increased?

We're increasing NHS cash payment benefits by £100 per night for UK Individual and SME members for NHS in-patient treatment or NHS cancer radiotherapy or chemotherapy that would have been covered on their policies – from 01 April 2020 for 12 months.

Has the overall NHS in-patient cash benefit limit increased too?

No. Just the amount per night.

If my treatment has been authorised, but I have to wait untill after the pandemic to have treatment, and I renew during this time, will I be charged an excess again?

Excesses apply for each membership year. This means that if you incur costs during this membership year, we will take the excess off what we pay for your claim. If you then incur more costs in the next membership year, even if it’s for the same condition, we will take the excess off that claim.

Does this mean I won’t have to wait for treatment now?

Private hospitals are working with the NHS to address the pandemic. In addition, the spread of the virus and social distancing measures mean it would not be appropriate for most treatments to be provided on a face-to-face basis. If your condition is assessed as urgent, and you do need to be treated, then your specialist can help you access that treatment through the process agreed between the NHS and private hospitals. In the meantime, as well as helping you through the Clinical Support Centre we will look to get you immediate access to specialists, and diagnostics where these are available, and can help to manage your condition until treatment become available.

I’ve already been diagnosed, but my treatment has been cancelled. What can you do for me?

Members with a confirmed diagnosis, who are waiting for non-urgent, elective surgery can also use the Clinical Support Centre to access care while they wait. This includes support for managing symptoms - for example, accessing pain relief or online physiotherapy.

If I can’t get hold of a GP to get a referral, what should I do?

For some conditions you won’t need a GP referral as you’ll have direct access to treatment through the Clinical Support Centre. We’ll let you know if you need a GP referral. If you do, you can access our private GP service – Doctor@Hand - by telephone and video, free of charge within our fair usage policy.

Any concerns regarding the coronavirus should be referred to NHS 111 online, rather than the Doctor@Hand service.

How do I access Doctor@Hand?

1. Visit member.doctorcareanywhere.com/signup/axa and enter your membership number. You can find this on your membership documents.
2. When prompted, enter the details for everyone on your plan. Please enter the information exactly as it appears on your membership certificate - don’t shorten names and use the same address.
3. Follow the instructions to set up your account with Doctor Care Anywhere, who deliver the service. You’re ready to book your first appointment.

Do I have to be on my child’s plan in order to use the online private GP on their behalf?

No.

What are you doing for members who struggle with technology or don’t have access to the internet?

Some of our providers are able to deal with our members over the telephone and treat them in their centres or clinics. However, we are continuing to look at how we can make sure access to care is available to as many of our members as possible.

Are you covering coronavirus tests on your plans?

No. The eligibility of testing for the new coronavirus (SARS-Cov-2) is subject to the normal terms and conditions in our plans.

Currently our plans provide cover for the cost of diagnostic tests when requested by a specialist we recognise when you have been referred by a GP for out-patient treatment, or if you are receiving eligible day-patient or in-patient treatment with a specialist we recognise.

Most plans do not provide cover for screening or testing of symptom-free individuals, preventative treatments or treatment that would normally be carried out in a primary care setting, including fees for services that could be provided by a GP.

Availability of testing of all types is likely to undergo rapid change in the near future and we will be keeping it under close review. It is important not to use tests that have not been adequately evaluated for use in a particular setting because the results could be misleading and harmful. The NHS, PHE and Medicines & Healthcare products Regulatory Agency (MHRA) are evaluating important questions regarding accuracy, effectiveness, when these tests should be used and what advice patients should be given based on the results.

Anyone who is concerned about COVID-19 should visit NHS 111 online for information and guidance.

Do you cover the treatment of the coronavirus?

No. There are currently no private facilities within the United Kingdom offering services to patients who have been diagnosed with, or who are suspected of having COVID-19.

All cases are co-ordinated by the NHS and Public Health England, who also manage all resources. It’s very important it’s done this way so that the Government can continuously monitor, assess and manage the situation.

If I develop a secondary problem related to the coronavirus, would this be covered?

If the treatment needed was eligible, it would be covered in line with the terms and conditions of your plan.

Are your opening hours the same?

Our general opening hours have changed to 9am to 5pm to accommodate the adjustments required by our staff who are securely working from home.

Our claims calls have temporarily transferred to AXA PPP healthcare, our parent company and underwriter, to facilitate the new Clinical Support Service.

Our opening hours are 9am to 8pm, Monday to Friday and 9am to 5pm on Saturdays.

Are these services available to my children who are also covered on my plan?

Yes. Our specialists and practitioners include those who are experts in paediatrics.

Please note that the Working Body and Stronger Minds services are only available to members aged 18 or over.

Can I refer myself for treatment so I don’t have to waste the NHS’s time?

Give us a call and we can find the right care for you – whether that’s direct access to a specialist or to a private GP.

I’m currently pregnant; will you cover me to go privately so that I am not at risk within an NHS hospital?

Few health insurance plans cover pregnancy and childbirth because they are not illnesses. Despite the current situation the NHS is still set up to deal with this. If you have any concerns, speak to your midwife, go to NHS 111, or call one of the midwives on our Health at Hand helpline 0800 027 1393 (Monday to Friday 8am to 8pm, Saturday 8am to 4pm and Sundays 8am to 12pm).

How do I contact your Health at Hand telephone helpline?

Call Health at Hand on 0800 027 1393 - 24 hours a day, 365 days a year.

If you specifically need midwife or pharmacist services, these are available Monday to Friday 8am to 8pm, Saturday 8am to 4pm and Sundays 8am to 12pm.

Will you cover emergency situations: I don’t want to risk going to A&E at the moment?

Neither our providers nor private healthcare insurance plans support emergency care. If you require urgent medical attention, please contact the relevant NHS emergency services.

What is happening to the PureGym discount, given all their UK gyms are currently closed?

We have worked with PureGym to freeze memberships for the length of time the gyms have been ordered to close. Once the gyms reopen, PureGym will add the time the gym was closed to the end of members’ current PureGym membership.

So, for example, if the gym remains shut for 3 months, PureGym will add an additional 3 months on to the members term, so they will receive the full 12 months of membership.

The freeze will apply automatically, so the member doesn’t have to do anything.

There is also a dedicated ActivePlus Customer Service Team contactable via customer.services@myactiveplus.com should members wish to contact them direct.

What if I want a premium holiday or simply want to cancel my plan?

We will not be offering refunds on subscriptions. Many of the benefits we cover are still available and a lot of those that aren’t available in person will now be made available online or by phone; and without an NHS GP referral. We will help you to get the treatment you need and to manage your condition. We’re working with our providers to bring you access to the specialists, support and clinical guidance that you're unlikely to get anywhere else, at the moment. There will still be some treatment that won’t be available whilst the private sector supports the NHS. However, with demands on the NHS being forecast to be greater than ever before, your private healthcare cover means that you will still get the treatment much sooner than if you didn’t have private healthcare cover.