For the latest updates from Westfield Health on what we’re doing for customers, our community and our team, please click here. You can also follow us on our social channels on LinkedIn, Twitter and Facebook.

Policy documents
As mentioned in our last email, we’ve changed our processes during this period of disruption due to Coronavirus to allow us to send copies of policy and other documents to our customers via email.
Health cash plan claims
Just a reminder that we’ve temporarily extended our health cash plan rule from 13 weeks to 26 weeks from the date on which each payment for treatment, goods or services was made.
We also have robust processes in place for paying claims during the virus disruption, and currently our claims are being processed within one working day of receiving them. If policyholders are unable to leave home due to the virus and so can’t post their claim form, we will accept claims via email. Policyholders should provide a clear copy of their claim form along with any supporting documentation, such as their receipt.
Commission statements
Thank you for bearing with us while we prepared and emailed statements out – we were able to complete this by 28th April. Just a quick reminder that commission is paid quarterly in arrears rather than on annual expectation, as the number of people can change month on month. If you do have any questions about statements or commission, please contact accounts@westfieldhealth.com and we’ll get back to you as quickly as we can.
Changes to Flex Qualifying Lifestyle Events (QLEs)
We’ve agreed two new QLEs for flex schemes as a result of the advent of furlough. These QLEs are only applicable in a flex benefit year.
  1. Employee placed on furlough: changes are allowed to reduce cover or cancel cover for the employee and/or partner
  2. Employee removed from furlough: the employee or partner can re-select cover at the same level within the same flex year, if they previously cancelled cover because of furlough
For full information, please contact your Intermediary Healthcare Consultant.
Supporting services for your clients and their people
In our last email we reminded you of the valuable services that can help support your clients and employees during this period, in particular DoctorLine™, the 24 Hour Advice and Information Line, the Scanning Service and not forgetting, Westfield Rewards. In addition, you may have clients that have purchased Wellbeing Journey and/or Big White Wall.
Calls to DoctorLine™ are still 50% higher than usual, but the service is now back to standard target call back times. The 24 Hour Advice and Information Line is operating as normal, and if counselling sessions are needed, these are being delivered over the telephone or online as opposed to face to face. Re the Scanning Service, there are a reduced number of sites operating due to the NHS taking over most private hospitals and restricting access to NHS hospitals, however scans are still being booked at other private sites, but at reduced volumes.
We’ve written a blog for policyholders to explain how their health cash plan can help during this uncertain time – you can access it here.
Resources and Wellbeing Toolkit
COVID-19 has brought significant changes to the way we live and work, and the rapidly changing situation can make it hard to keep up with the latest news and advice. It’s important for HR teams and business leaders to understand the situation, mitigate the risk for their business, and care for the health and wellbeing of their people. We’re creating a series of guides with lots of resources and ideas to support you. The latest addition is our Wellbeing Toolkit, the first part of which is available now and focuses on “Sleep and rest”, and “Coping with change”. You can access our resources and toolkit here.
We’ll be back soon
We’re giving our team an extra day off to rest and recover during this stressful time. We’ll be closed on Monday 11th May but back on Tuesday 12th.
Get in touch
As always, if you have any questions at all, or any clients that need help at the moment, please do get in touch with your intermediary consultant:
Trish Walsh
07748158236 or trish.walsh@WestfieldHealth.com
Chris Walmsley
07918903679 or christopher.walmsley@WestfieldHealth.com
Luis Sylvester
07768923037 or lsylvester@WestfieldHealth.com
Louise O’Kane
07721536483 or louise.okane@WestfieldHealth.com
Thank you for your continued support.