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Frequently Asked Questions

I have received a call that claims to be from Personal Group - is this genuine?

- Yes, our Employee Engagement Executives are currently contacting groups of customers.  If you are unsure please ask the caller to provide YOU with YOUR policy number to validate this.

Will my Hospital Plan cover me if I am diagnosed with Coronavirus (COVID-19)?

- Yes, you are covered for two outpatient appointments at hospital per plan year, subject to available entitlement.
- Yes, you are covered from your first night in hospital anywhere in the world for accidents or illness. Benefits are payable for a maximum of 730 nights.

Will my Convalescence Plan cover me if I am diagnosed with Coronavirus (COVID-19)

- Yes, a benefit is payable if you have been signed off work by a doctor to allow you to recover from Coronavirus (COVID-19) immediately following a period of inpatient treatment. Please note you must have been admitted before midnight and discharged after 6am the next day. A fit note confirming your diagnosis will be required in order to make a claim.

Will my Death Benefit Plan cover me if I were to die of Coronavirus (COVID-19)?

- Yes, in the unfortunate event of death from Coronavirus (COVID-19), the death benefit payment would be payable.  However, please note that pre-existing conditions are not covered in this Plan for the first 12 months of cover.  If cause of death is related to a pre-existing condition then the policy will not pay. 

If I am diagnosed with Coronavirus (COVID-19) and treated at an NHS designated treatment centre (not an existing hospital), am I covered?

- There is no exclusion on your plan in respect of Coronavirus(COVID-19) or any other pandemic condition so, subject to meeting the standard criteria of the policy, you will be covered.

Can I claim if I self-isolate for coronavirus (COVID-19) but do not attend hospital?

- No, our Hospital Plan allows for two outpatient visit claims per year or overnight stays only.

Will my policy lapse if I am off work and not being paid?

If you are off work due to illness or self-isolation and plan to return to work in the near future please contact us on and we will work with you to ensure your cover stays in place.

How do I make a claim if I cannot get to the post office?

- To make a claim, please use the web form or contact the Customer Relations Team on 0800 542 5930 or email and they will take you through the next steps and send you a claim form. Claims can be submitted by email to

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.