Question 1

What is the postal address for personal/family policies?

Accepted Answer

Our postal address is:

Private Client Division
WPA Ltd
Rivergate House
Blackbrook Park
Taunton
Somerset
TA1 2PE

Please include your WPA customer number with any correspondence.

Question 2

What email address do I use if I have a personal/family policy?

Accepted Answer

Please include your WPA customer number and full name in any email correspondence to: customerservice@wpa.org.uk

Question 3

As a personal/family policyholder, can I email you my invoices and receipts?

Accepted Answer

It is important that we receive the originals of all invoices and receipts to satisfy our auditing requirements. However, due to the current Covid-19 situation we will accept copies of invoices and proof of payment/receipts by email. Please email to customerservice@wpa.org.uk Alternatively, please post these, along with your WPA customer number, to:

Private Client Division
WPA Ltd
Rivergate House
Blackbrook Park
Taunton
Somerset
TA1 2PE

Question 4

As a personal/family policyholder, how do I pay my Shared Responsibility/Excess?

Accepted Answer

Once we have processed the invoice we will send you a claim notification confirming the amount we have paid to the provider and the amount you will need to settle directly to them. We will include details of the invoice and the provider’s contact information.

Question 5

Can I make a cash plan claim online?

Accepted Answer

Yes, you can make a cash plan claim online by signing in to your secure online account or via the WPA Health app. In some cases you may be prompted to download a claim form to post to us along with the original invoices or receipts that need to accompany your claim. Due to the current Covid-19 situation we will accept these documents as an attachment to an email.

Question 6

Why do I have to log into my account to get my emails?

Accepted Answer

At WPA we handle very sensitive personal information and we may need to communicate with you via email including details of your medical claims. As such, we want to ensure that this information is transferred to you in the most secure way possible. Access to your online account provides an extra layer of protection and can be accessed at wpa.org.uk/secure or via the WPA Health app.

Question 7

Why does my claim notification advise 'balance to be paid' when I have already paid?

Accepted Answer

The claim notification will not take into account any payments you have made to a provider even if you have submitted a receipted invoice. The purpose of the statement is to provide you with information on the invoice received, our payments and any shortfalls against the terms of your policy.

Question 8

As a personal/family policyholder, how can I book an appointment using the Remote GP service?

Accepted Answer

Our Remote GP service includes a 24/7 private GP Helpline, video consultations, private prescriptions, health information and onward specialist referral. You can use the WPA Health app to set up an appointment or you can login to the secure area of the WPA website and obtain the Remote GP phone number to call their helpdesk.

Question 9

What is your personal/family policy joining criteria?

Accepted Answer

You must be resident in the UK and registered with an NHS GP for a minimum of 6 months before the start of your policy. Most policies have a maximum joining age of 65, however there are options without upper age limits, such as our Multi-Family Healthcare plan.

Question 10

What is Shared Responsibility?

Accepted Answer

Shared Responsibility is an innovative method of co-payment allowing you to take control of the cost of your premium. Unlike a traditional excess, 75% of each claim for eligible treatment is paid no matter how small. You share the cost of your treatment by contributing 25% towards every claim for eligible treatment. Your contribution is also ‘capped’ at an agreed level for your policy year. This means your contribution towards your medical treatment will not cost more than you can afford. Please see our Shared Responsibility page for more information.

Question 11

I am part of a professional body - am I entitled to a discount on a personal/family policy?

Accepted Answer

If you are self-employed or a professional, we will give you up to 20% off our Flexible Health range of policies. Discounts apply not only to you, the policyholder, but also any additional member(s) on your policy. For full details, please visit the Flexible Health Overview.

Question 12

Can I apply for a personal/family policy online?

Accepted Answer

You can apply for our cash plans online. For Private Medical Insurance policies, you are able to apply online if you are joining with Moratorium underwriting. All other underwriting routes will require you to fill in an application form. If you need assistance please call us on 01823 625050.

Question 13

Will my personal/family policy premium go up if I claim?

Accepted Answer

At WPA we do not offer a no claims discount or increase your premiums based on your individual claims. When setting premiums we take into account a large range of factors so that we can share the costs amongst other policyholders. We are a not-for-profit company and all premiums paid are used to ensure that our policies can continue to provide value for money.

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