Help & Contacts

Need help?
Wish to speak with the Claims or Concierge team?
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(please use the email form below):

If you do not wish to use the form above you can email us directly at:

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MediVISA Frequently Asked Questions:

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Frequently Asked Questions


What is MediVISA

MediVISA is an insurance policy designed to ensure that if you (or any family member added to the policy) are diagnosed with a serious illness or condition covered by the plan, you have access to the latest treatments by world leading doctors and at international centres of medical excellence. Once our second opinion service has confirmed your diagnosis and that the treatment is necessary, your plan covers the full cost, as well as travel and accommodation for you and a companion, subject to certain limitations as stated in your policy.

Is MediVISA a private healthcare insurance policy?
Yes and no. MediVISA has elements of both a private medical insurance plan and a critical illness lump sum policy and offers both treatment and a cash lump sum. It can be taken out as a stand-alone or as a top-up to a conventional private medical insurance plan.

So how is MediVISA different from a private medical insurance policy?
MediVISA applies to a specific limited range of serious illnesses and conditions, providing access to specialist treatment abroad (and in the UK but only if the Home Country option is chosen). MediVISA is also different because it includes travel and accommodation costs for you and a companion with treatment costs covered up front. Our Claims Service will assess your claim and if eligible will organize a second opinion, identify the best specialist and medical facility for your needs, arrange the treatment and pay your medical costs directly. Our Concierge Service will then book and pay for your travel and accommodation as well as that of a companion.

Who can take out this policy?
To take out this insurance you must be a permanent UK resident aged between 18 and up to 65 on the date when the policy begins. You must remain a permanent UK resident for the duration of the policy. The insured person may add dependent children to the policy, provided that on the start date each dependent is aged between 30 days and 18 years (inclusive).

Does MediVISA cover treatment in the UK?
MediViSA’s purpose is to provide cover for you and your family to access the latest treatments overseas, with an eminent specialist for the specific conditions and at leading international medical centres.
However, you can also elect to take UK Home Country cover which then offers you access to treatment within the UK.

How will I decide whether treatment outside the UK is best for me?
Following diagnosis from your GP and specialist, you can call our Claims & Concierge Service to discuss your condition. If your condition is eligible they will seek a second opinion from an eminent specialist to confirm your diagnosis and to provide a treatment plan. Where treatment overseas is recommended, the MediVISA Claims & Concierge Service will draw up a personal care plan to help you to make the decision whether to go ahead.

What doesn’t the insurance cover?
MediVISA does not cover pre-existing conditions that you have suffered during the ten years prior to the start date of this insurance. Your MediVISA policy will be invalidated if you cease to be a resident of the United Kingdom.

What is the cost of this insurance?
That depends on which cover and options you decide to take. To get a personalised quote quickly and easily just complete your details in the online Quote and Joining form.

How can I take out this policy?
It’s easy. You can apply online right now by completing the online Quote and Joining form. You’ll need to give a few simple details, including contact information and who will be included in the policy. It is fast and simple to join and your cover starts right away.

Can the policy be cancelled?
Yes. After you take out the policy there is a 14-day cooling-off period from the date you receive your policy document; during this time you can go online to cancel the policy and receive a full refund of any premiums paid.
After the 14-day period you can still cancel, but premiums already paid will not be refunded. To cancel, simply go to

What if I can’t pay my premiums?
If a premium is not paid within 30 days of the date due we reserve the right to cancel the policy. When this decision is taken we notify you in writing by email. If your premiums are not up to date and you have not made any interim arrangements with us to retain your cover, we will not pay out on any claims you may make.

Can you increase my premiums or cancel my policy at renewal if I make a claim?
No, we will not increase your premiums or cancel your policy directly as a result of you making a claim. Your premiums will only be amended at renewal when you move into a different age band or if you decide to increase your cover with additional benefits or if we have to amend premium rates or discontinue cover for every policyholder in the entire MediVISA scheme.

What happens if someone dies while receiving treatment overseas?
MediVISA is designed to ensure the best possible treatment for every insured person. However, when someone is seriously ill there is always a possibility that the worst could happen. In the case of death overseas MediVISA covers repatriation to a location in the UK and cover the cost of this. The insured person’s family would then only need to cover funeral costs.



Can a specialist give a reliable second opinion without seeing the patient?
They can, provided the information they receive is reliable. We employ a medical team to analyse test results and medical information relating to the insured person’s illness or condition. This is passed on to a specialist who is an international expert in the particular condition.

How do you choose my second opinion specialist?
We analyse information about your illness or condition in detail. We then match you to the most appropriate specialist, chosen from our network of leading specialists who have been verified by their peers as the finest in their particular specialism.

Can I make contact with my MediVISA specialist? What if their first language isn’t English?
We take care of all the arrangements and will communicate directly with your international specialist about your treatment, meaning that you don’t need to. As a point of contact, you will be assigned a UK-based Case Manager who will explain your treatment plan and answer any questions you may have.



Do I have a say in my treatment?
Yes, you will be provided with options for your treatment, based on our claims service’s experience as a medical services provider and their detailed knowledge of international medical specialists. The Case Manager we allocate to you will provide support and guidance to help you decide which is right for you.

Can I be confident that the insurance will cover costs, for example in the USA?
We will ensure that you are provided with a fully funded plan for the treatment that is right for you, at a leading international hospital or centre, in accordance with the highest standards of care available. Costs will be fully covered, up to the maximum insured amount as stated in the policy document.

Does this insurance cover treatment in the UK?
MediVISA is primarily designed to only cover treatment abroad. Of course, you are still entitled to treatment on the NHS or under any other insurance plan that you have.

However, the plan will cover eligible treatment in the UK if you have chosen to buy the MediVISA Home Country option.

If I have preferences about where to undergo treatment will you take them into account?
Yes, your wishes and preferences will be taken into account. However, our overall decision will be based on the recommendations of our internal experts as to the best specialist to treat your illness or condition. We cannot guarantee that this will match your initial preferences.

Will I get help with obtaining a VISA?
Yes. You must provide all the necessary information and ensure you have a valid passport. We will then apply for the VISA on your behalf and cover the cost of this. We cannot guarantee that your VISA application will be approved, but we will undertake to find you treatment in a country that you are allowed to travel to.

Can I choose anyone as my companion?
Pretty much. We do not place restrictions on your choice of companion. Nevertheless, it should be someone who can make decisions for you if any problems arise during your treatment. In the case of a dependent child added to your policy, their companion must be a parent or next of kin.

Will the companion be allowed to stay at the same place as me?
Yes. Your companion will be accommodated in the same building and it may be possible to offer them a bed in the same private room.

Does the policy limit the number of trips abroad I can make for treatment?
No, but all trips abroad for treatment must be approved within your MediVISA plan and arranged by us. They are also subject to the maximum insured cost as stated in the policy document.

Am I limited as to how long I can stay abroad?
No. Provided that your premiums remain up to date the plan will cover accommodation costs for you and your companion to stay until the treatment is complete.

Will I get help being admitted to hospital?
Yes, we can appoint someone with the appropriate language skills to help with the administration and paperwork so that you have nothing extra to worry about when you arrive.

Will I hear from MediVISA during my treatment?
During your overseas treatment abroad your Case Manager will keep in touch. You can contact them with any questions either about the treatment plan or about your claim.

What if I need an interpreter?
We will provide you with translation and interpretation services to ensure you understand your treatment while in hospital. This doesn’t include support for general communication while in the foreign country.

Does the policy include travel and accommodation for my organ or bone marrow donor?
If your treatment is a transplant procedure, the policy covers travel and accommodation for your live donor, as long as the overall cost of your trip falls within the insured maximum as stated in the policy document. A live organ donor is likely to have to be a close relative.

In the case of a bone marrow transplant, if a suitable live donor cannot be found within your family we may be able to find one through a local or worldwide database.



What happens when my treatment is finished?
We will ensure are provided with a comprehensive report on the treatment you have received together with a care plan for your ongoing recovery. If necessary we will get these translated. We will be happy to talk to you about how your ongoing care can be managed through your private healthcare insurance or the NHS.

What if I need follow-up treatment?
The MediVISA policy covers any follow-up treatment recommended by your specialist, within the overall insured sum and limitations of your plan.



Does the policy include the cost of follow-up medication?
Yes, with certain restrictions. Your specialist may prescribe medication as part of the treatment or to assist your convalescence. This is included and may initially be administered in your overseas hospital. Some further follow-up supplies may need to be dispensed after your return to the UK. The policy covers this further medication, provided that the medication has been approved and licensed for use in the UK and is available there but not on NHS prescription.

Can I buy a year’s supply of medication under this policy?
No. After your return to the UK the policy only covers you for medication prescribed by the international doctor that is necessary for the 30 days after your treatment. The medication must be approved, licensed and available within the UK. Its cost will be reimbursed to you with the limitation that the overall cost of your treatment may not exceed the maximum insured amount. Your Care Manager will be happy to answer any questions about this.

Does the policy cover prescriptions purchased internationally for use in the UK?
No. Your international specialist will prescribe an ongoing care and medication plan that enables you to convalesce in the UK using medication approved, licensed and available there. The doctors who normally treat you through your private healthcare insurance or NHS practice will manage your ongoing care and will prescribe any further necessary medication.



What is the daily subsistence allowance and how will I receive it?
We provide you with a daily allowance (see the Benefit Table) to cover subsistence (essential out-of-pocket expenditure) while in hospital. We estimate the necessary amount before your trip and pay you half of it up front. We pay you the remainder at the end of each week you are in hospital, by bank transfer.

When am I eligible for a lump sum payment and how will I receive it?
You will be eligible for the lump sum benefit amount on return to the UK and payable 30 days after completion of your Treatment Plan (see the Benefit Table).



How do I start a claim?
If you, or anyone covered by the MediVISA plan, are diagnosed by your GP and a specialist with an insured illness or condition covered under the policy, you, or someone acting on your behalf, should tell us as soon as you can. We will explain the claims process and what needs to happen for the diagnosis to be confirmed and the treatment plan to be drawn up.

Can I initiate a claim while I am still awaiting test results?
No, you will need to wait for the results of any medical tests that you have taken. This is because these results will provide important information to help us assess your claim and plan any overseas treatment that may be needed.

Can I claim if I have already started or are receiving treatment or have completed treatment on the NHS or privately?
No, a claim can only be made following the initial diagnosis from your GP and specialist and prior to any treatment elsewhere.

Can I start my treatment abroad before initiating my claim with MediVISA?
No, you must not embark on any treatment or incur any costs without first notifying us and initiating a claim. This is because all claims need to be considered by our internal experts so that your diagnosis can be verified and your approved treatment plan drawn up.

What happens after I have initiated a claim?
Once you have had an initial conversation with us we will assign you a Case Manager to be your point of contact. The Case Manager will answer any questions and guide you through the process as we assess your case and plan any necessary overseas treatment.


Making a Complaint:

Our aim is to provide an excellent level of customer service and care. If there is any aspect of our service that you are unhappy with please notify us and we will do all we can to resolve your complaint.

If you wish to make a general or customer complaint (for policy complaints - see above), please contact us:

Tel: 03333 443653

Please quote your policy number and or claim reference (as appropriate) in any correspondence.

If you are dissatisfied with the response that you receive, you may refer your complaint to the Complaints team at Lloyd’s:

Lloyd’s, Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent ME4 4RN

Tel. No: 0207 327 5693
Fax: 0207 327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. Their contact details are as follows:

The Financial Ombudsman Service, Exchange Tower, Tower E14 9SR

Tel. No: 0800 023 4567

If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is:

The existence, and your use, of these complaints procedures do not affect your other rights under this policy and your rights in law.

Learn more, request further information or call us on 03333 443653

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