Looking after our existing customers

Our customers mean everything to us – you’re the reason we were created, and today you help focus everything we do. So if you currently have a health, savings or life insurance policy with us at National Friendly, we’re here for you. With innovative new products and a fresh new look, we’re still dedicated to working for the people who’ve been with us for years... just as we’ve always been.

 

Policy Information

If you need to make a claim or would like more information on your policy, we’re here to help. Whether you need to arrange a diagnosis, a hospital operation, or to claim against a sickness, life insurance, savings or investment plan that you have with us, it’s our aim to make the whole process as friendly, swift and hassle-free as possible.

Just start by choosing your policy below.

This is a brief summary of how to claim. For full details, please see the claims section of your latest Terms and Conditions.

Step 1: See your GP

Claims will usually start with a GP referral. However, if your claim relates to physiotherapy, counselling or psychotherapy, call our claims team first who will assess your claim and when your claim is authorised they will help you arrange appropriate treatment.

When you need to see a specialist and your GP makes a referral for you, you should let your GP know that you have a policy with National Friendly. You can then discuss whether the NHS or private providers offer the most suitable treatment. Please call us or email us at nfclaims@axa-ppp.co.uk before you make an appointment with a specialist. We'll check whether your condition is covered by your policy, ask you for the consultant's details and set up a payment agreement. 

Step 2: Authorisation

If you provide us with the information we need, including your consent for us to speak to your treatment providers, and your medical condition and available budget allows it, we can authorise your claim in line with the terms of your policy. We may also reimburse bills you have paid if the terms of your policy allow. We may also reimburse bills you have paid if the terms of the policy allow. We reserve the right not to pay or reimburse a claim if we have not authorised it and/or it is outside of the terms of your policy. If we have to decline a claim for private treatment, either fully or partially, we will let you know as soon as we can. We'll spend time with you to discuss the possible treatment options that may be available on the NHS, and you will need to arrange this treatment yourself through your GP.

It is important our claims team speaks to your treatment provider in advance to negotiate payment terms. If, for any reason, the treatment provider sends the bill to you, please the original bill to us as soon as possible to avoid penalties for late payment.

Step 3: Stay in touch     

Please keep in touch with us throughout your treatment by calling us or email us at nfclaims@axa-ppp.co.uk, including the times when you need to go for multiple treatment visits (e.g. for physiotherapy). This is so we can discuss this extra treatment with you and your specialist. We will then re-assess your claim against the cover limits of your plan. If we give you the go ahead on your claim and if the treatment provider is happy, we will settle your bill at the end of your treatment. 

This information is for you if you are a HC2, HC2A, HC2B or Group customer. Other versions of the Healthcare Deposit Account do not include this benefit.

If you're looking to download one of our claim forms, please click here to download a dental claim form and click here to download an optical claim form. Please see below for the claims process. 

Step 1 – Check you’re covered

After holding your policy for six months, you are eligible to make dental and optical claims. You can make one optical claim every other calendar year on accounts for a single adult or child, and one claim in each calendar year on all other accounts. ‘One claim’ in this instance means one receipt.

To check whether the specific type of treatment you need is covered by the policy, please read the ‘Included’ and ‘Excluded’ lists from your latest Terms and Conditions. You can also check by getting in touch with us.

Step 2 – Receive your treatment and keep your receipt

If we have confirmed that your claim will be covered, you should go ahead with your treatment and pay any invoices you receive. As we don’t settle dental and optical claims directly with the treatment providers, please make sure you have a receipt for the payment of your treatment, as you’ll need this to claim the money back from us. If you have treatment which is not covered by your plan then we will not reimburse you.

Please ensure that your receipt gives details of your treatment to avoid unnecessary delays in payment. All your receipts should clearly show:

  • The name, address and qualifications of the treatment provider, so we can contact them
  • The name of the person who received the treatment
  • Details of treatment including date, description of treatment and cost. If an itemised receipt of the treatments received is not possible, a separate breakdown should be provided by the practitioner
  • Confirmation that the practitioner has been paid for the treatment.

Step 3 – Send your claim form and receipt to us

Please send all claims to us with the original detailed receipt within three months of the final treatment date, or the date on which the last appliance was supplied (e.g. the date on which you received your glasses). Click here to download a dental claim for and click here to download an optical claim form. You can also contact our claims team who will be happy to email or post a claim form to you.

We will reimburse your valid claim in accordance with your policy terms. This will be paid by BACS directly into your bank account using the details you’ve given us. Payments will usually take no longer than five working days to process, plus three days to reach your bank account. We keep all receipts, so you should take a copy if you need a record of the details.

Step 1 – Check you’re covered

If you have stayed in an NHS hospital, then provided you had the opportunity to choose private treatment under our terms, you may be able to claim a cash payment for your stay. A&E admissions aren’t normally covered, and while we do not pay for the first night's stay, claims from the second night's stay will be eligible through an accident and emergency admission - see our Terms and Conditions for full details.

Please contact us to check whether your claim will be covered first. Please have your personal reference number to hand when you call. You can usually find this in the top right hand corner of any correspondence you’ve received from us.

Step 2 – Send your hospital discharge report to us

If our claims team has confirmed that your claim will be covered, you should send your completed hospital discharge report to us following your stay, so that we can arrange payment. All valid claims will be paid after we receive proof of your stay. This will normally take no longer than five working days to process plus three working days to reach your bank account.  

We may offer a cash alternative (fixed cash allowance) where:

  • a valid private claim exists but you elect to have your treatment performed on the NHS; and
  • you have sufficient cover remaining to fund the full cost of the private treatment.

Our current position is that we will pay the fixed cash allowance at 25% of operation costs of £2,000 or above and so our minimum fixed cash allowance figure is £500.

For Optimum, Right to Health Cover, THIS Health Cover and Health Cover policyholders.

You have a wide choice of hospitals you can use, depending on the premium you want to pay. The standard hospitals option excludes treatments at the following UK private hospitals:

  • Cromwell Hospital, London;
  • The London Clinic;
  • Harley Street at UCH, London;
  • Harley Street Clinic, London;
  • King Edward VII’s Hospital – Sister Agnes, London;
  • Lister Hospital, London;
  • London Bridge Hospital, London;
  • Portland Hospital for Women and Children, London;
  • Princess Grace Hospital, London;
  • Wellington Hospital, London.


The extended hospitals option includes treatment at any UK private hospital, including those hospitals listed above. Your premium will be higher as a result.
You will choose either the standard hospitals option or the extended hospitals option when you first take out a policy and you will be given the option to change your choice at each five-year renewal. A change to your hospitals option choice will be subject to underwriting review.
We will always endeavour to give you as wide a choice as possible. Occasionally, we may add to or reduce the list above. If we do so, it is always in our members’ best interest. The above list will always be the most up-to-date list. 

Our Schedule of Fees is provided by AXA Health. To view the Schedule of Fees on their website, please click here.

For Optimum, Right to Health Cover, THIS Health Cover, Health Cover and Accident Only Income Protection policyholders only.

Our partners at Medical Solutions / HealthHero offer the following benefits for you to use:

24/7 GP telephone consultations
The private GP helpline is available 24 hours a day, 7 days a week, 365 days a year. That means you receive unlimited advice, reassurance, diagnosis or medication when you need it.

Video consultations
The online eConsultation service enables you to have an online video consultation in the comfort of your own home or place of work. The service is available 8am-10pm, 7 days a week, excluding UK bank holidays.

Private prescriptions
Should the doctor feel you would benefit from prescription medication you can have the medication delivered to you at any UK address, whether you are at home, work or on holiday. Where appropriate, prescriptions can be collected from a local pharmacy nominated by you, as advised by the doctor.

Open referrals
If one of our doctors considers your condition requires further investigation or treatment, they can issue an open private referral letter to enable you to access the health care you need.

To find out more information, please find download our FAQ leaflet. If you have any further questions or would like to use any of the above services, please contact Medical Solutions / HealthHero on 0333 015 0304. Calls from UK landlines and mobiles cost no more than a call to an 01 or 02 number and will count towards any inclusive minutes.

For Healthcare, Healthguard, Your Health Fund policyholders.

We do not specify which consultant or specialist you need to see, as long as the costs fall within the financial limits detailed in our Schedule of Fees (see above). Consultants and specialists will also need to meet certain criteria in terms of their qualifications and registrations in their field of expertise.

We do not pay for consultations, tests or any treatment at the following hospitals:

  • Cromwell Hospital, London;
  • The London Clinic;
  • Harley Street at UCH, London;
  • Harley Street Clinic, London;
  • King Edward VII’s Hospital – Sister Agnes, London;
  • Lister Hospital, London;
  • London Bridge Hospital, London;
  • Portland Hospital for Women and Children, London;
  • Princess Grace Hospital, London;
  • Wellington Hospital, London.

We will always endeavour to give you as wide a choice as possible. We may update the list of hospitals from time to time. The above list will always be the most up-to-date list. 

Policy literature

Please note there are multiple variants of this policy available. If you would like additional copies of the literature for your particular policy or if you have any questions, please contact us and our customer services team will provide you with the correct information.

Claiming

If you are looking to make a claim on this policy, please contact us and our customer services team will guide you through the process.

Nominations and trusts 

If you have not already taken advantage of making a nomination or placing your policy in trust to ensure you make provision for those you care about upon your death, we suggest reading our Nomination Guidelines and Trust Guide.

You can find these guides as well as the appropriate forms on our nominations page and our trusts page.

When you have a health concern for which you need to see an NHS or private GP and may wish to make a claim under your policy, you must call us to tell us and check whether your claim is eligible for payment.

You can contact us as follows:

Call us

0333 014 6244

Calls from UK landlines and mobiles cost no more than a call to an 01 or 02 number and will count towards any inclusive minutes

Lines are open 8am to 6pm Monday to Friday excluding bank holidays. Calls will be recorded for training and quality purposes.

Email us

nfclaims@axa-ppp.co.uk

 

Our claims team will ask you questions about your health concern and explain the extent of cover available from your policy and any financial limits that apply. Where you have a number of options available we will explain these to you.

If you’d like to make a claim for our 50+ life plan, please contact us using the details below for a claim pack. You’ll need to provide us with an original or registered copy of the death certificate for the life assured. To support any death claim form that you sign, you’ll also need to give us proof that you are entitled to receive the funds from us.

To close, partially withdraw or claim a maturity value of a savings or investment policy with National Friendly, please contact us using the details below and we’ll be happy to take you through the next steps.

Care Plus

All claims should be submitted within one month from the start of your illness or injury to and sent by post to our Claims Department at our address.

What you need in order to make a claim for sickness benefit will depend on whether you are working and whether the condition is acute or chronic and is detailed in the sections below.

We may ask you to sign a medical consent form which allows us to request further detail on any claim you make. Any information which we receive from your doctor will be treated as confidential in accordance with our data and medical consent policy shown in Section 3 of Your Policy Explained booklet.

What you need in order to make a claim for sickness benefit will depend on whether you are working and whether the condition is acute or chronic and is detailed in the sections below.

Repeat certificates should be sent with a break of no longer than one week in order to be treated as a continuous claim. If you do not submit your medical evidence within these time limits, we will only backdate certification for a maximum of one month and may even refuse your claim altogether.

All medical certification should be in English.

Incapacities lasting longer than 7 days must always be supported by a note from your GP.

Evidence needed if you are currently employed

The same evidence will be required whether you are suffering an acute or a chronic condition:

  • If you are absent from work for 7 days or less you may submit either

             I. A National Friendly Self Certification Claim Form, completed by your employer, OR

             II. A Medical Certificate completed and signed by your doctor

  • If you are absent from work for more than 7 days we will require a Medical Certificate from your doctor. The Certificate should state the nature and expected duration of your incapacity.
  • We retain the right to ask for separate proof of employment during your claim. This may be copy of a current wage slip, or most recent set of accounts should you be self­ employed.

It may be that over time a chronic condition will result in you being unable to ever return to work, or that you retire from work indefinitely. At this point we will require the evidence outlined below in order to continue payment of your claim.

Evidence needed if you are not currently employed

In the first instance we will require a certificate from your doctor stating the nature and expected duration of your incapacity. This will allow us to determine whether further evidence will be required.

If the condition is acute then the medical certificate will be sufficient to allow the claim to be paid.

If you are suffering from a chronic condition or a condition that becomes chronic over time, you will be asked to provide evidence that it is affecting your ability to carry out your normal daily duties. This evidence will show that you qualify for care or disability allowances for that condition.

You will need show that you qualify for:

  • Paid care following a care assessment;
  • Care from someone such as a family member who claims a Carer's Allowance or Attendance Allowance for looking after you; or
  • Personal Independence Payment.

The evidence must provide proof of one of the following:

  1. that you are in receipt of Disability Living Allowance (under 65s)
  2. that you are in receipt of Attendance Allowance (over 65s)
  3. that someone is paid to care for you
  4. that someone receives a Carer's Allowance for looking after you.
  5. Alternatively we will accept a copy of a written Health and Social Care Assessment from a registered care nurse, occupational therapist or specialist,

We will advise you of alternative proof required should State Benefits or other State practice change.

We will always write to you if, after taking medical advice, we believe a condition which started as an acute condition has become chronic.

On the scale of allowances for medical benefit we give an allowance towards medical certificates if you can produce evidence you paid your GP to sign one for you.

If you have a Deferred Sickness or Permanent Care policy with National Friendly and you wish to make a claim, please contact us using the details below and we’ll be happy to take you through the next steps.

To view how we treat Hazardous Pursuits as part of our Accident Only Income Protection policy, please read for more information by clicking here.

Where to go for help and advice

We’re here to help, so whether you have a query about your existing policies, or want guidance about switching to one of our new products, just get in touch with our team. We’re based here in the UK – and it’s free to call us from most UK landlines. (Calls will be recorded for quality and training purposes).

Call us

You can also call us on
0333 014 6244

Calls from UK landlines and mobiles cost no more than a call to a 01 or 02 number and will count towards any inclusive minutes.

We’re open from 8am to 6pm, Monday to Friday excluding bank holidays. Calls are recorded for training and quality purposes.

Email us

Write to us

You can write to us at:
National Friendly
11-12 Queen Square
Bristol
BS1 4NT

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