It’s important to us that everyone can access our services. We have created this website with you in mind and want to make sure you can access our content as easily as possible.
If you’re experiencing difficulties with our website, documents or any of our services, please let us know.
Accessing your documents
You can access your documents online whenever you need to by logging into your PHC landing page. You can find details of how to access this on your renewal or welcome communications. When you view your documents online you can increase the font size by zooming in, or use screen reading technology.
If you’re unable to access your documents online, please contact us on your claims line number, which you can locate in your handbook.
You can also receive any of our literature or communications in a large print, audio (CD or tape) or Braille format. Please contact us if you require any items in these formats.
We will use English for all information and communications about the plan.
Adjusting font and text size
We try to use clear fonts on our website, but we understand this still might not meet everyone's needs. If you would like to make the text larger you can do this by changing the settings in your browser.
We’ve added below some popular web browser links that take you to their instructions to help you customise your settings.
Hearing and speech difficulties
If you are deaf, have a hearing impediment or difficulty with your speech, you can contact us using the Relay UK service which was previously called ‘Next Generation Text’ or ‘NGT’.
This service connects you with a Relay UK call assistant who will talk to us on your behalf by passing on your textphone or smartphone message(s). They will also text you back with our response so we can talk. The Relay UK service is free to use and all their call assistants are bound to keep any information you share by text private and confidential.
To use the Relay UK service with a textphone just enter 18001 before the number you are calling or download their app to use with your smartphone. There’s no need to enter 18001 if you are using a smartphone that you have already linked to Relay UK.
To find out more about using the Relay UK service and to get set-up, visit the Relay UK website or download their app which is available from the App store or via the links below for other smartphone users.
BSL interpreting service
We’re working with the online BSL interpreting service, SignLive.
SignLive allows BSL users to communicate with anyone, at any time, using the app to connect them to a qualified BSL Interpreter.
How to access SignLive
If you’ve not used SignLive before you will need to complete a one-time registration. This will keep your account secure and allow them to call you back if needed.
You can access SignLive via the app or a web browser. Simply visit www.signlive.co.uk/login for more information.
Frequently asked questions
Visit the SignLive FAQs page for any questions you may have
Technical issues
Please email the SignLive technical team using the address given
BSL access points at PHC
You can use the SignLive service across all of our phonelines.
These services are free to use. Although we record/monitor calls for our records, please be assured that Relay UK and SignLive are bound to keep any information you share with them confidential.
Acolad - language interpretation service
Acolad is our new telephone interpretation service that can be used if a person's first language is not English. You will be connected to an interpreter who can assist you with communicating with the customer.
Acolad service is available 24/7/365
1. How to connect with an interpreter over the phone
- To use this service, call us and request to use an interpreter in your preferred language.
- Our PHC Advisor will confirm your telephone number with you and call you back once they have connected with an interpreter.
1.1 The 7 most often requested languages have been set up as quick dials
| Language | Quick Dial |
| Chinese/Mandarin | 1 |
| Spanish | 2 |
| Portugese | 3 |
| Japanese | 4 |
| French | 5 |
| Cantonsese | 6 |
| Polish | 7 |