Frequently Asked
Questions
We are here to help you every step of the way
We’ve put together answers for common questions from our policyholders.
Can’t find your answer? Just get in touch, and we’ll be happy to help.
Using Your Online Account
What is my online account, and what do I use it for?
Your online MyPolicy account is the hub for everything you need for your policy.
Your MyPolicy account allows you to check your balances for claims and learn more about your benefits and health scheme. You can also submit and track your claim online.
How do I register for a MyPolicy Account?
Setting up your MyPolicy account is quick and straightforward.
- Go to MyPolicy.hsf.eu.com
- Register using your policy number. You’ll find it in your welcome pack/email.
You’re all set! You can log in to manage your balances and download claim forms whenever you need to make a claim.
How do I sign into my MyPolicy Account?
You can sign into your MyPolicy account by visiting MyPolicy.hsf.eu.com.
How do I unlock my account?
You will be locked out of your account if you enter your password incorrectly 3 times in a row.
To unlock your account, please email ContactUsMyPolicy@hsf.eu.com
How do I reset my password?
Have you forgotten your password? Don’t worry; we all forget passwords sometimes. Resetting your password is simple.
How do I update my sign-in details?
How do I update my login/password details?
Claiming
How can I make a claim?
You can now submit and track your claims through the My Policy portal.
Remember, all claims must be submitted within six months of the treatment/purchase, accident, or hospital discharge.
If you need help, please contact us on 020 7202 1381 or claims@hsf.eu.com.
When can I make a claim?
You can claim most benefits as soon as your plan starts, but please check your Terms & Conditions for clarification.
- Birth and Adoption Grants – 10-month qualifying period
- Laser Eye Treatment – 12-month qualifying period
- Implantable Contact Lenses – 12-month qualifying period
When will my claim be paid?
You can sign into your MyPolicy account by visiting MyPolicy.hsf.eu.com.
Your submitted claim can take 5-7 working days to be processed and approved. Once your claim has been approved, your money should arrive shortly after.
How will my claim be paid?
Once our team approves the claim, the money will be paid via bank transfer using your account details.
Claim Status
Where can I check the status of my claim?
You can track and check the status of your claim through your MyPolicy account.
How do you keep me updated about my claim?
We will contact you via email because it’s quick and saves trees.
If you want to ensure we have the correct email address, you can do so through your MyPolicy account in the ‘MyLogin’ section.
Can I view old claims?
You can check your claims as far back as 12 months in the past through your MyPolicy account.
Entitlements
Where can I find how much I’ve got left to claim?
Sign in to your MyPolicy Account.
Click “Check your Balances” to view the remaining amount to claim on each treatment.
Can I carry over any unused entitlements into the next year?
You cannot take the remaining balance into the new year if you haven’t used all your entitlements.
All our health plans provide an annual entitlement for each benefit, which can be claimed during the plan year. The entitlements will be refreshed on your renewal date.
Don’t worry about missing a claim. Your entitlements don’t expire, so you can still claim back previous years’ entitlements if you had remaining entitlements and received treatment during that time.
Where can I find my important policy documents, such as terms and conditions?
Once you log into your MyPolicy account, you can find terms and conditions and essential information about your policy.
To view the terms and conditions in your online account, click ‘Make a Claim and Your T&Cs’.
To view your policy details, click ‘Policy Details’.
Plan details
How will you communicate with me about my plan?
We will email you when we have a new update or information about your plan.
If you can’t receive information about your plan via email, use our contact details to see how we can help.
All your important documents are available in your online account under the ‘Make a Claim and Your T&Cs’ page.
How do I make a complaint?
We may not be perfect, but we are committed to improving our services.
To ensure we can provide you with the correct information and resolve your issue as quickly as possible, please review our complaints process and use the relevant contact details.
Updating your information
How can I change my policy details & How do I update my personal details?
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How do I update my bank details?
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Changing levels of cover
Can I change my level of cover?
Of course! If you decide to change your coverage level, your monthly premium will either increase or decrease, and the amount you can claim for each benefit will also change accordingly.
Changing levels of cover is handy if your budget has changed or if you anticipate needing to claim more treatments and services in the coming year.
It is currently not possible to make changes to your policy online. However, we are actively working on enabling this feature for you soon. In the meantime, we are readily available to assist you.
To request a change in your coverage level, please email enquiries@hsf.eu.com confirming your preferred coverage level.
Alternatively, call our team at 0800 917 2208 between Monday and Friday, 9 am and 5 pm. We are always happy to help.
*subject to eligibility
Can I add or remove people from my plan?
We offer you the convenience of including your partner and dependent children (under 18) in your health plan without any additional charges, provided they reside at the same address as you.
This way, you can make the most of our services without worrying about extra costs.
Renewals
What is a renewal?
A renewal is when your current coverage terms end, and the new terms start. At this point, you can decide whether to continue with your current plan or make any necessary changes.
When will you tell me about my renewal?
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Does my plan auto-renewal?
Yes, It’s a monthly renewal
Using HSF Assist
What is HSF Assist and what is it used for?
HSF Assist is available to all HSF health plan policyholders. It is also available for employers as a standalone Employee Assistance Programme (EAP). It provides access to various helplines and services.
HSF Assist offers various services, including a GP advice line, Virtual Doctor, and a Private Prescription service. Additionally, Counselling and Legal Advice services are provided.
Policyholders can access the service by dialling the HSF Assist telephone number and selecting the required option.
How do I use the counselling advice line?
We all need someone to talk to confidently when experiencing stressful or worrying times.
Our team of experienced and professionally trained counsellors is available 24/7 to assist you in exploring and resolving your issues.
You can access our counselling service as often as needed or schedule regular telephone counselling sessions on weekdays. The service is free of charge, and you only need to pay the cost of a local phone call.
With HSF Assist, you can receive up to six counselling sessions, which can be conducted over the phone, via video link, or in person.
Does my plan auto-renewal?
Yes, It’s a monthly renewal
Cancelling Your Plan
How do I cancel my plan?
We’re sorry to hear that you’re considering cancelling. You can cancel during the 14-day cooling-off period after you join or when you receive your policy documents.
Yes, you can cancel your policy for any reason by informing us within the 14-day 'cooling-off' period.
Yes, you can cancel your policy for any reason by informing us within the 14-day ‘cooling-off’ period.
I have a health plan through my employer. What do I need to do if I leave my workplace?
Should you wish to continue your cover, get in touch with customer@hsf.
Should you wish to end your cover, you do not have to do anything. We can help you stay covered. We’d love to chat with you to see what we can offer.
Call our team at 0800 917 2208 (Monday through Friday, 9 am to 5 pm).
