Contact Us

Contact Us

Get a quote on the phone

GETTING A QUOTE

For a quote from PruHealth for you or your company please call » 0800 77 99 55

To progress a new business application with PruHealth please call » 0845 602 3461

 

Call centre opening times are:

Monday - Friday - 8am - 7pm

Saturday - 9.30am - 2pm

Sunday - Closed 

 

Alternatively please contact your broker. Calls may be recorded/monitored to help improve customer service. Call charges may vary.

Claims

HOW TO MAKE A CLAIM
If you're unwell, the first thing to do is to visit your GP. If they refer you for treatment, tell them you have cover with PruHealth and ask for the following:
    • Full details of your condition/injury, diagnosis and intended treatment.
    • Full name and address of the specialist or therapist and the hospital/clinic you've been referred to.
Once you've got a referral you’ll need to register your claim and check you’re covered. You can make a claim online 24 hours a day, 7 days a week on the Member Zone. It's secure, will only take a few minutes and we’ll aim to get back to you by midday on the next working day. Once your claim’s approved we’ll send you an authorisation letter. You should take this letter to your appointment to show you’re covered.

You can also register your claim by calling us on the number on your membership card.
When you call, select the option to 'get authorisation for treatment' so that you go through to our dedicated Claims Team. Make sure you have your membership number on hand when you call. Our Claims Team is available Monday-Friday 8am to 8pm and Saturday 8am to 1pm. Please note our offices will be closed on bank holidays.

Find out more by reading our How to make a claim page

PruHealth Member Queries

Personal, Business or Corporate Healthcare plans purchased direct from PruHealth, formerly Standard Life Healthcare please call > 0845 602 4848

Personal, Business or Corporate Healthcare plans purchased through an intermediary or broker please call > 0845 071 0100

For plans purchased after 1st March 2011
Personal, Business or Corporate Healthcare plans purchased directly from PruHealth please call > 0845 075 1114
For Personal, Business or Corporate Healthcare plans purchased through an intermediary or broker please call > 0845 075 1113

Core, Value, Select, Essential Plus or Comprehensive
If you or your company have a PruHealth Core, Value, Select, Essential Plus or Comprehensive plans please log in to access a range of self service functions and retrieve the contact details relating to your specific plan. Alternatively if you do not have your log in details please call > 0800 092 7333

 If you are thinking of cancelling your PruHealth plan please call > 0845 6023351

Complaints

COMPLAINTS PROCEDURE

Our commitment to you

We understand that sometimes things can go wrong. You are important to us, so if you have reason to complain we want to know. We will try to resolve your complaint quickly in a professional and helpful way.

How to contact us

You can contact us by letter, phone or email. It will help if you give your name, address and plan number. Either email us or call us on the number shown on your certificate of insurance.

Or you can write to us at:

PruHealth/PruProtect Customer Services

Stirling, FK9 4UE

How we will deal with your complaint

The time it takes to resolve your complaint will depend on how complex it is and how much investigation we have to do. We will always try to resolve your complaint as quickly as possible, keeping you informed of our progress. We will:

    • Acknowledge your complaint promptly
    • Tell you who is dealing with your complaint so contacting us is easier. This person will be a trained complaint handler not directly involved with your case before the complaint
    • Fully investigate your complaint and send you a detailed report about our findings. We will clearly explain the reasons behind our decision and what action we will take to put things right, if appropriate
    • Update you every four weeks if the investigation is not complete and explain the reason for the delay.
What to do if you are still not happy with the outcome

We want to resolve complaints to your satisfaction whenever possible. If we cannot reach agreement with you, you may be eligible to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an impartial adjudicator and provides a free, independent service for resolving disputes with financial services firms. If you are going to ask the Financial Ombudsman to review your case, you should do so within six months of our giving you our final decision on your complaint. You can contact the Financial Ombudsman in the following ways:

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

Enquiry line: 0800 023 4567

Fax number: 020 7964 1001

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

If you contact the Financial Ombudsman Service, this does not affect your right to take legal action if you are dissatisfied with and do not accept the outcome of the review.

Your rights under the Financial Services Compensation Scheme (FSCS)

As a member of a PruHealth or PruProtect plan, you will be protected by the Financial Services Compensation Scheme. If we are unable to pay your claim because we have become insolvent or are no longer in business, the scheme may arrange to transfer your or, if applicable, your company’s plan to another insurer, or provide a new plan. If this isn’t possible it will provide compensation of 90% of the claim, with no upper limit. More details about the Financial Services Compensation Scheme can also be found on their website: www.fscs.org.uk

Brokers and Intermediaries

 IF YOU ARE A BROKER, CALL:

General, quotes and servicing enquiries please call > 0845 602 3461
Agency and commissions please call > 0845 279 8863

Health provider queries

IF YOU ARE A HEALTHCARE PROVIDER, CALL:

Tel: 0800 092 9400 (Monday to Friday 8am - 6pm. Excluding public holidays)

Fax: 0800 096 4222

To find out more visit the Provider section

Vitality partners

If your health and wellbeing company would like to become a Vitality partner, please send your proposition to:

PruHealth
New Partners
20 Gracechurch Street
c/o 2 George Yard
London
EC3V 9DH

About PruHealth

PruHealth is backed by two large International financial services companies - Prudential and Discovery Holdings.

Prudential plc is an expert in finance. Discovery Holdings is the leading South African private medical insurance company that pioneered rewarding people for healthy living.

We draw on these core strengths of product innovation and financial expertise to offer you the most flexible, comprehensive and rewarding private medical insurance around.

PruHealth is a trading name of Prudential Health Limited