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FAQs : Personal Group

Call us on 01908 605 000 to book a demo


How can we help?

Frequently Asked Questions

Why have you not got back to me?

We have experienced some technical issues in recent weeks.  If you have submitted a claim or cancellation form on line and not heard from us, please accept our sincere apologies. Please now re-submit or call us on Tel: 0800 542 5930.

When does my plan year start?

Your plan year starts and renews each year on the commencement date of your individual plan(s). This is the date you signed up.

Please be aware that any additional policies that you may have will start on their own commencement date - this may be different to previous policies you have taken out.

What does double first night mean?

Your chosen benefit amount is paid at double for the first night you spend overnight in hospital, for every new condition.

How long will my claim payment take to clear into my account?

It can take approximately three to five working days for the funds to clear into your account from the payment date.

How to request a claim form?

Call 0800 542 5930 – Monday to Friday, 8:30am to 5:30pm

Alternatively you can email us at (Please ensure you include your name, date of birth and full address in the email) or start the process online here.

What can I use for confirmation of attendance?

It is possible to use any of the following as confirmation of attendance.
- Appointment letter, stamped or signed by someone at the hospital on or after the day of your appointment.
- Attendance slip
- Results letter confirming date of appointment
- Discharge documents

Where do I return my claim form to?

Please return the claim form and supporting documentation to the below address;

Personal Group, John Ormond House, 899 Silbury Blvd, Milton Keynes, MK9 3XL

Please ensure that the correct postage has been paid.

How long does the claims process take?

We aim to assess your claim within 2-3 days of receiving the completed form and supporting documentation.

How can I cancel?

Call 0800 542 5930 – Monday to Friday, 8:30am to 5:30pm

It is also possible to use the contact form or email us (Please ensure you include your name, date of birth and full address in the email)

Why are my premiums still being deducted if I cancelled?

Our clerks make contact with your payroll department to ask them to stop taking deductions when a cancellation request is received. We do not have control over the payments made and it is your payroll’s responsibility to cease making deductions.

Depending on payroll cut-off dates deductions may continue for a short period after the cancellation date. A refund of any overpaid premium will be made to you once your payroll confirm deductions have stopped.  If deductions continue a further request can be sent to payroll if you contact us.

The Power of Happiness

Our business is built on one simple fact: happy people are more productive at work.

We believe providing a great employee experience is the key to unlocking happiness. When people feel like they make a difference, they do.