Do you have a question?
Whether you’re looking for support with getting started, help with how to make a claim or you need to know how to make changes to your Policy, we’ve answered some of the most common questions below.
Our team are on hand to help, if you can’t find what you need, just get in touch with your question.
Looking after our customers during Coronavirus (COVID-19)
During this challenging time, we wanted to let you know that Paycare are doing everything we can to ensure that we can continue to provide you with our products and services. Our customers are at the heart of our business, and our priority is ensuring that you continue to receive the best service possible.
If you are experiencing financial difficulties, please contact us to discuss your options.
How do I find my Policy number?
Your 6-digit Policy number can be found in your welcome letter or email and will be at the top of most correspondence from us. Otherwise, you can request your Policy number here:
I’d love to use MyPaycare, can I have some help getting set up?
If you are experiencing issues registering with your Policy number, please contact a member of the Paycare team on 01902 371000. It usually only takes a short amount of time and we will stay on the phone until we are confident you are logged on correctly.
When does my new Benefit Year begin and my allowances refresh?
Benefit Year details will always be on your welcome letter or email and doesn’t necessarily correspond with when you joined or amended your Policy. You can also check with our Policies team by emailing: firstname.lastname@example.org.
Where can I find my Policy Documents and see what I am covered for?
If you don’t have your welcome pack handy, don’t worry! Your Policy Documents are really easy to access online. Log in to your MyPaycare area and, under the My Account tab, you will find your plan details. You can also get in touch to request a re-send of your Policy Documents by email or post. More information on what is covered under each benefit will be outlined in your Policy Documents.
How do I access the Wellbeing Services included in my Policy?
The contact numbers and links to your Wellbeing Services can be found on the back of your Benefit Table or under the Wellbeing Services tab once you have logged into your MyPaycare area. You will also find your Paycare Perks link which is exclusive to online access.
I need to change my personal details, such as my postal address or preferred contact method, how do I do this?
If you’ve moved house, changed your email address or want to change the bank account we pay your claims into, you can simply log in to your MyPaycare area and make those changes. Alternatively, there will be space to make personal detail changes on your next paper claim form.
I have changed my name and need to update my Policy details, how do I do this?
To change the name on the Policy we will need to receive proof via email/post. We may require a copy of a marriage certificate or confirmation from deed poll.
How can I change my bank details for my Direct Debit collections?
For security reasons, this is not something that can be done in your MyPaycare area, you’ll just need to speak to one of our friendly customer service team members to get this actioned. Our telephone number is 01902 371000 and our office hours are Mon-Fri 8:30-16:30.
Can I continue with a Policy if I leave employment?
Yes, we can discuss your options with you. Your employer may inform us that your premium payments will soon be stopped so you can set up a Direct Debit for a new Policy with us. The rates or benefits may be different to your current Policy, so is best to provide us with your Policy number and circumstances so we can email/post the Benefit Table and application form. If you have been made redundant, please contact us to understand whether you qualify for Redundancy Premium Protection.
Can I change my level of cover to better suit my needs?
You may be able to change your level of cover if you haven’t already done so in the last 12 months. Many of our Policies have multiple levels of cover, which you can see in the benefit table supplied in your welcome letter or email. You may be subject to a waiting period and you will need to stay on your new chosen level for 12 months before making any further changes. If you pay via your employer, please submit your request to them or if you pay directly to Paycare, please email your request to email@example.com.
How do I add my child’s details so I can claim for them?
A dependent is defined as a child 17 and under, that is living at your address. If this still applies, please email us your dependent’s full name and date of birth if you wish to add them to your Policy but we only need this information if there is a claim to be made. Their details will then appear on your MyPaycare claims page should you wish to make a claim against them.
I wish to make changes or ask questions about a family member’s Policy, can I do this?
For security and safety of their account, we will usually need to speak with the named Policyholder. When speaking to a third party we can give general information but nothing specific to the Policy or related claims. If the named Policyholder cannot call in, they can always email firstname.lastname@example.org whenever is convenient with them.
Can I add my partner?
If you are a Policyholder via your employer, you may wish to ask your payroll/HR whether they allow partners on the scheme and complete any forms or details they may ask of you ready to send to our Policies team. If this doesn’t apply, your partner may join Paycare via Direct Debit and the best way for them to find the perfect plan for them is to visit our Plan Finder.
Making a Claim
What details are required on a receipt to make a claim?
The receipt must always be on letter-headed receipt paper or stamped with the practice details. It must be complete with your name, date of treatment/payment, amount paid and a description of the services provided. If you are claiming for a therapy or specialist consultation then we must have the name and qualifications of the practitioner you saw.
How long do I have to submit my claim?
You have 13 weeks from the date of payment on the receipt/date of admission on the discharge paperwork to submit your claim and ensure it is valid.
Is my practitioner registered?
The Professional Therapy list is attached here for your information and links take you to the directory where you can search by practitioner’s full name. For specialist consultation claims, you must be GP referred to a GMC registered specialist. If you don’t see your practitioner listed, check your prospective therapist’s/specialist’s details with our Customer Services team to check before arranging an appointment. Request a Practitioner Registration check here:
I have been asked to send further information to support my claim, how do I do this?
The easiest way to send supporting documents is as an attachment in an email to email@example.com quoting your claim reference number. Alternatively, you can pop them in the post to Paycare House, George Street, Wolverhampton WV2 4DX.
My recent claim has not been paid at all/to the amount I expected. Can you tell me why?
If we have declined a claim or require further information to support it, we will always email or write to you explaining the reasons why. It may also be that you have reached your maximum allowance for your benefit year or part of your claim was for something your Policy doesn’t cover i.e. shipping costs. Contact our customer services team directly for a detailed explanation or for an update on your claim status.
Can I claim for purchases, treatment and services whilst on holiday outside of the UK?
Unfortunately, we do not cover treatment or services paid for and/or provided outside of the UK. You are still able to access MyPocketGP abroad and prescriptions may be posted within Europe at an additional cost to the Policyholder. We advise that you make any enquiries regarding this via the MyPocketGP app or phone number which you can find on your Benefit Table or in your MyPaycare Wellbeing Services area.
Cancelling my Policy
If I wish to cancel my policy, how do I do this?
You can cancel your policy at any time and we would prefer it if you contact us via email or phone call. However, if your employer takes care of your deductions then it is best to contact your HR contact or manager of the Paycare scheme in the first instance. Our customer services advisors would like to remind you to cancel your payment to us, at source, if it is not feasible for you to get in touch i.e. Direct Debit, payroll etc.
I’d love to leave some feedback on my experiences as a Policyholder, what is the best way to do so?
We would love to welcome your comments! There may be something we have done that has really made a difference to you or perhaps something we could do better next time. Feel free to send us your feedback – this can be done anonymously or with your policy number and name.
If I wish to make a complaint, how can I do so?
We are very sorry that our services have not reached your expectations on this occasion. Please complete the form below giving as much detail as you feel necessary. It is best to include your policy number, name and most up to date contact details. Our customer services team will review in the first instance to see if the matter can be resolved quickly before escalating to the relevant team leader or member of management if required. Once your complaint is with the compliance manager, your case will be looked into and they will personally contact you to discuss in the following few days.