Claims concierge service

How could the claims concierge service help? 

If your employees need help when making a health insurance claim, our claims concierge service is on hand. The team will provide a dedicated claims handler who can deal with the insurers directly.

The claims handler will help your employees understand which hospitals and specialists they are able to use and what diagnostic tests and treatments they are covered for, based on the policy benefits, terms and conditions. They will also forward treatment invoices to the relevant insurers and support with claims settlement. Making use of the Towergate Employee Benefits claims concierge service could help to lower the cost too.

The service can explain the choices available to a member at point of claim, such as whether they wish to claim under their private medical insurance plan or use the NHS instead and claim NHS cash benefit if this is appropriate. The claim handler can also highlight whether the member may be eligible to claim under any other policies they might hold, such as a health cash plan. Not only can our service guide your employees through the options available, it can also help to reduce claims costs and so help control your future premiums.

The service offers reassurance to your employees and their families at what can be a difficult time. We look after those little details that can make the big difference when members and dependents are unwell, allowing them to concentrate on the important matter of getting better.

Claims concierge service pledge:

• Claims calls and emails acknowledged within 4 working hours
• Available Monday to Friday - 9am to 5pm
• Same day notification of claim to insurer before 4pm
• Fully documented invoices processed same day before 4pm

The claims concierge service is a chargeable option at £30 per main member per year*.

*Including VAT

How do I contact the claims concierge team? 

You can either call directly on 0118 9125 914 or alternatively email Concierge@towergate.co.uk. Our opening hours are Monday to Friday 9am – 5pm and we aim to acknowledge all calls or emails within 4 working hours.

Your insurer may operate longer opening hours so in the event of an emergency, please refer to your insurer membership documents.

Is a GP referral required?

A GP referral is nearly always required, but in most cases the insurers won’t need to see a copy of the letter. All they need is the confirmation a referral is in place as well as details of what the GP is referring for. There can be exceptions to this, but the claims handler will confirm if one is needed with the insurer.

When is a GP referral not required?

If you want to claim for physio / osteopathy some insurers have a musculoskeletal team that arrange a triage call with specialists who assess your claim. In these cases, a GP referral may not be required. Some insurers offer similar services for other medical conditions, the claims handler will confirm if you are eligible to use this service.

What information will I need to provide?

If you’re looking to make a claim we would normally require the following information:

• What symptoms are you experiencing?
• How long have you had these symptoms?
• When did you first consult with your GP?
• Is a referral in place, if so what type of consultant do you need to see?
• Have you had any treatment to date?

Please note: Failure to follow this process and your insurer’s claims process may result in your claim being declined.