How do I make a claim?

How you make a claim depends on the medical treatment you’re receiving.

If you’re receiving outpatient treatment

If you’re claiming for outpatient treatment (e.g., a doctor visit, specialist consultation, physiotherapy session), the easiest way is to pay the bills yourself and claim them back from us. This is known as ‘pay-and-claim’.

• Please use our online claim form to submit your claim. You can upload photos or scans of your invoices. We usually process your claim within 10 working days.
• If the amount you’re claiming for exceeds US$500 (or equivalent in another currency), we’ll need your treating doctor to complete a form too. For this, you’ll need our PDF claim form.
• We can only reimburse your claim once you’ve sent us copies of the fully itemised invoices and receipts. These give us a complete breakdown of all treatment you’ve received and any medication you’ve been prescribed.
• We may request original documentation relating to your outpatient treatment, so please retain all original invoices and receipts for 12 months following your treatment.

If you’re unsure whether your plan covers a treatment, please get in touch with us. We’ll be happy to help!

If you need to be admitted to hospital

Please contact us as soon as you know you need to be admitted to hospital. We’ll pre-authorise your treatment so your admission to hospital can take place. You can call us during UK office hours (0600-1800, Monday to Friday) on +44 (0) 1276 486 460 or complete the online pre-authorisation form. Alternatively, you can email claims@william-russell.com. In the event of an emergency, please call our 24hr Emergency Medical Assistance Helpline on +44 (0) 1243 621155. You can reach the team anytime, from anywhere.

Please visit our guide to making a claim for full information.