existing customers - Engage Mutual health cash plan

There are different ways in which you can tell us of your change of address:

in writing

If you prefer to inform us in writing, please write to:

Engage Mutual Customer Service Department
Hornbeam Park Avenue
Harrogate
HG2 8XE

.... and provide us with the following information:

• name

• membership number

• previous address details, plus details of your children who hold policies with us and are also affected by the change of address.

by phone

Please call our UK based health cash plan team FREE on 0800 988 2129†

If you need to change your name please inform us in writing to:

Engage Mutual Customer Service Department
Hornbeam Park Avenue
Harrogate
HG2 8XE

....enclosing a copy of one of the following documents:

• marriage certificate

• divorce documentation

• deed poll

• birth certificate

Please ensure the letter is signed with both your old and new signatures.

Making a claim is simple. Just ask for a receipt from your practitioner after you have received and paid for your treatment. Fill in a claim form and send it to us together with your receipt or any other required supporting information to:

Claims Department
Engage Mutual
Hornbeam Park Avenue
Harrogate
HG2 8XE

....we will then arrange payment.

Please submit your claim form which you can print out or alternatively call our UK based health cash plan team FREE on 0800 988 2129† to request for a claim form to be sent in the post.

Your original receipt must be sent with your claims form and will be retained by us.  The original receipt must show your full name and address details.  Photocopies, faxes, credit card vouchers, duplicates and till receipts are not accepted.

All claims, with the exception of Optical Continuing Supply Scheme payments for contact lenses, Personal Accident and Fracture Cover, must be submitted within 13 weeks of the date on the receipt.

If your policy benefits include Fracture and Personal Accident Cover, these claims must be submitted within 13 weeks of the accident.

Claims for Optical Supply Scheme payments for contact lenses must be received within 6 months of the prescription date.

download your claim form

Please download the claim form applicable to you:

HCP claim form (pre June 2010) - [46 KB] Use this form if you wish to make a claim on your health cash plan and you took out your plan before June 2010. This means you have any of our products other than our Everyday, Deluxe and Superior products.

HCP claim form (June 2010 onwards) - [49 KB] Use this form if you wish to make a claim on your health cash plan and you took out your plan from 1st June 2010. This means you have one of our Everyday, Deluxe and Superior products.

In the unfortunate event that a member of our health cash plan dies it is important that we are notified as soon as possible.  We need to update our records to make sure that no further correspondence is sent, Direct Debit payments are not collected and membership is cancelled and so that we can pay any claims outstanding. To do this please call our UK based health cash plan team FREE on 0800 988 2129†. Please ensure that you have the full name, date of birth, date of death and plan number.

If the deceased member was receiving hospital in-patient care at any time prior to their death a claim can be made for the hospital stay. We do not pay the hospital plus grant (payable after a 14 nights consecutive stay) as this is a grant to help with recuperation on discharge from hospital, we also do not pay for the first night of any hospital stay.

We will still process claims which come under the terms and conditions of the plan and which fall within our 13 week time scale, if the deceased member had not submitted them to us prior to death.

Any payments made will be payable to the deceased's estate.

In order to process a claim as quickly and efficiently as possible we will need to see the Death Certificate or a certified copy. Once we have received this we will issue a claim form for completion, so that we can process the claim.  We will then return all the original documents.

If you change your bank account or wish to change your payment method, it is important to let us know as soon as possible to ensure your premiums are kept up to date.  All you need to do is call our UK based health cash plan team FREE on  0800 988 2129†.

If you wish to upgrade to a different level of cover which may be more suitable for you then it is possible to do this.  All you have to do is call our UK based health cash plan team FREE on 0800 988 2129† to discuss your requirements.

If you wish to cancel your plan you can do so at any time.  Your plan runs on a monthly basis and if you wish to cancel then please call our UK based health cash plan team FREE on 0800 988 2129†or notify us in writing to:

Engage Mutual Customer Service Department
Hornbeam Park Avenue
Harrogate
HG2 8XE

If you and your spouse/partner both hold plans and wish to cancel them, please ensure that both plan numbers are detailed within the letter and both policyholders sign the cancellation letter.