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. Although we’ve opened for new business once again, 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.
Reviewing your healthcare cover
It’s always good to review your healthcare cover regularly to make sure it’s right for you and we hope you’re happy with your current policy. We have recently launched a new healthcare policy called Your Health Fund, which you may also find of interest. For more information, please click the link below. If you want to apply just get in touch with us and we’ll take you through the whole process, step by step.
How to make a claim
If you need to make a claim, 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.
It’s easy to make a claim against your existing health, savings, insurance or life insurance policy depending on the policy that you have all you need to do is either ring our claims team or download a claim form here?
You can rest assured that we’re here for you every step of the way. Just start by choosing the type of claim you’re making and we’ll let you know what to do next
Your Health Fund
This is a summary of our claims process. Please read the Your Health Fund terms and conditions for the full process.
For physiotherapy claims or mental health claims requiring counselling or psychotherapy:
We ask you to start the claims process by calling our claims team, who will assess your claim and when your claim is authorised they will help you arrange the appropriate treatment.
For all other claims:
Step 1: Make an appointment with your NHS GP or a private GP
The first step will start with a visit to a GP followed by a referral to a specialist for diagnostic tests and possibly treatment. When you have a health concern you will normally visit your NHS GP. If you can't see an NHS GP quickly, you may wish to see a private GP and may be able to claim for this on Your Health Fund policy. To claim for a private GP appointment, we recommend that you call us to check that you have enough in your claim fund to cover the cost of the appointment.
Step 2: Call us to check that your referral to a specialist is covered by your policy
After being referred by your GP for private treatment, please call us or email us at email@example.com and have your referral letter to hand. We will ask you some questions to determine whether the referral and any associated costs are covered by your policy. Our claims team will assess whether your claim is covered under your policy and also whether you have sufficient funds available to pay the claim in full or in part.
Step 3: Call us to confirm the date and time of your appointment
Once you know the date of your appointment and the specialist you plan to see, please call us or email us at firstname.lastname@example.org and have your claim authorisation number to hand. Our claims team will contact the hospital or treatment provider to set up payment arrangements.
Step 4: Call us to check whether any further referrals, tests, or treatments are covered by your policy
If you’ve been advised that you need further tests or treatment, or a referral to another specialist, please call us or email us at email@example.com and have your claim authorisation number to hand. We will ask you some further questions to determine whether the additional referral, tests or treatments and any associated costs are covered by your policy.
Healthcare and HealthGuard Claims – Medical
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 firstname.lastname@example.org 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 email@example.com, 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.
Healthcare Claims – Dental and Optical
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.
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 a 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.
Healthcare Claims – NHS Hospital Stays
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.
50+ Life Plan claims
If you’d like to make a claim for our 50+ life plan, please contact us 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.
Savings & Investment claims
To close, partially withdraw or claim a maturity value of a savings or investment policy with National Friendly, please contact us and we’ll be happy to take you through the next steps.
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.
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:
- that you are in receipt of Disability Living Allowance (under 65s)
- that you are in receipt of Attendance Allowance (over 65s)
- that someone is paid to care for you
- that someone receives a Carer's Allowance for looking after you.
- 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 and we’ll be happy to take you through the next steps.
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).
You can also call us on
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.
We’re open from 8am to 6pm Monday to Friday. Your call will be recorded for training and quality purposes.
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Just fill in our quick call-back form and we'll call you back during our opening hours, 8am to 6pm weekdays.
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Write to us
You can write to us at:
11-12 Queen Square