Frequently Asked Questions

You use your judgement...

Essentially, we offer select advisory and preventative services which you can use straight away at any time; plus diagnosis, treatment and rehabilitation services which you can request after you've been a member for six months. Should you want to take advantage of the latter services (with the exception of treatment for TB which is available on a non-discretionary basis), we ask that you consider how urgent your case is before contacting us, for instance, if you're very worried, or if waiting for the NHS will affect your quality of life. The reason for this is because we are not medical insurers so we cannot provide guaranteed services, instead we use our discretion.

...how we use our discretion

We use our discretion to consider your case based on your needs and available Society resources. For example, we will aim to step in if we feel your quality of life will suffer during a long wait on the NHS. This way, we can help those who are in real need and keep contribution rates affordable for all.

In a perfect world, we'd provide our members with every kind of healthcare possible. Because we believe in keeping memberships costs down, there are certain areas that we’re currently unable to offer help with.

We'll continue working hard to improve and extend our services. Unfortunately, we currently cannot pay for:

• Diagnostic consultations with consultants who do not have an NHS post and are not registered with a royal college such as the Royal College of Surgeons or Physicians
• Appointments with specialists such as radiologists, dentists, opticians or complementary therapists, pain management specialists
• IVF treatment
• Cosmetic, breast, plastic, sterilisation, nerve, dental or maxillofacial surgery, or surgery for transplants
• Surgery for arterial, cardiac, neurological or complex orthopaedic problems or Bariatric surgery
• Consultations, tests and treatment outside the UK
• Cancer care services which are delivered by non-UK, non-VAT registered organisations
• Retrospective services, where our written authorisation has not been sought.

Self Pay Treatment

Where we do not provide treatment, you or your family may wish to fund it privately - and we offer a simple guide to explain the process.

Among other useful topics, it covers choosing a consultant, choosing a hospital and finance.

For a free copy of the Self-Pay Treatment Guide, just call us on 0845 052 5702*. Lines are open 8am - 8pm Monday to Friday.

For further information, please review the Guide To Society Services pdf.

* If you're abroad, please dial +44 845 052 5702.

If you need a consultation, tests or treatment you should first see your GP.

If you then experience difficulties accessing local NHS services, and feel that you need our help, simply contact our Member Services Department on 0845 052 5701* (Mon-Fri 8am – 8pm, excluding Bank Holidays) to discuss your healthcare needs. You can also email us at memberservices@benenden.org.uk or write to us at The Benenden Healthcare Society Limited, Holgate Park Drive, York, YO26 4GG.

It’s important that you call us before going ahead and arranging any medical services, as we can only reimburse costs that have been previously authorised by us in writing. For further information, please review our ‘How to access services’.

If your GP needs to refer you to a consultant for diagnosis and you experience difficulties accessing local NHS services, we can approve a diagnostic consultation for you for any condition.

You can see one of our own consultants or a local consultant arranged through your GP. If you see a local consultant we can pay up to £1,500 to help you achieve a diagnosis. This includes consultations, outpatient tests and minor outpatient treatments (such as injections) that your GP or consultant recommends.

It’s important that you call us before going ahead and arranging any medical services, as we can only reimburse costs that have been previously authorised by us in writing. Simply contact our Member Services Department on 0845 052 5701* (Mon-Fri 8am – 8pm, excluding Bank Holidays) to discuss your healthcare needs.

This is one of the services that is available after six months of membership.

For further information, please review our ‘How to access services’.

Once you have visited the consultant or hospital, you will receive an invoice for the services they have provided. Always ask for an itemised invoice showing details of the consultations, tests or treatments carried out.

Simply send the original invoice to: The Benenden Healthcare Society Limited, Holgate Park Drive, York, YO26 4GG along with your bank details and we will do our best to send payment within seven working days of receiving your invoice.

It’s important that you call us before going ahead and arranging any medical services, as we can only reimburse costs that have been previously authorised by us in writing. We also cannot pay for any invoices that are more than three months old and cannot accept photocopies, receipts, duplicates, facsimiles, pre-admission documents or invoice reminders.

Please note that from 1^st January 2013 the Society will only be issuing reimbursement as a BACS payment, so please have your bank account number and sort code to hand when you call for benefits.

Yes. Simply photocopy the invoice and send the original to us promptly along with your bank details. You can then pay the consultant's bill using your photocopy of the invoice. We do not normally pay a consultant or hospital directly, unless we have arranged the appointment for you at one of the specially selected hospitals throughout the UK, including Benenden Hospital.

Please note, we cannot pay for any treatment that we do not authorise. It is therefore important that all treatment is formally approved by Benenden Healthcare Society before you arrange it. We also cannot pay for any invoices that are more than three months old and cannot accept photocopies, receipts, duplicates, facsimiles, pre-admission documents or invoice reminders.

If you do not understand any of the following points please email or call us

The Benenden Healthcare Society Limited (Registered No: 480F) is a mutual not-for profit friendly society owned by and run for our members.

1. Benenden Healthcare membership is initially available to current or former employees of the public sector, and other approved organisations whose aims and objectives are deemed compatible with those of the Society. Examples of such employers are the Post Office, Civil Service, BT, mutual organisations and not-for-profit organisations. Employees or members of approved UK-registered charities, co-operatives or credit unions are also eligible.

2. The Society is not a private medical insurer. We provide healthcare services on a discretionary basis, except treatment for TB, which is a contractual service.
3. Our services may vary according to the needs of the member, the resources available or over time.
4. Significant exclusions to our services are: appointments with radiologists, dentists, opticians or complementary therapists; IVF treatment; cosmetic, breast, plastic, sterilisation, nerve, dental or maxillofacial surgery, or surgery for transplants; surgery for arterial, cardiac or complex orthopaedic problems; diagnostic consultations with consultants who do not have an NHS post or who are not registered with a royal college such as the Royal College of Surgeons or Physicians.
5. Some of our services have a six-month qualifying period.
6. Service restrictions apply to members and nominated family and friends living outside the UK.
7. Members and nominated family and friends must call our Member Services Team on 0845 052 5701* for prior authorisation to make sure we can support the help required.
8. Members have 14-days from the day they receive their welcome pack and membership card, to cancel their membership.**
9. Membership of the Society will continue until such time as a member decides to cancel or until their membership contribution stops being paid. A member may cancel their membership at any time without incurring penalty charges.
10. Members may become actively involved in how the Society is run by attending branch meetings.
11. If you work or have worked as a civil servant you can choose which branch you belong to. If you belong to one of our National Branches but would prefer to join a branch nearer home, you can transfer to a Local Branch. Or if you have been allocated to a Local Branch but would prefer to rejoin colleagues in a National Branch, please just let us know. You can e-mail thesecretary@benenden.org.uk or write to The Secretary, The Benenden Healthcare Society Limited, Holgate Park Drive, York YO26 4GG.
12. If you are not satisfied with our service, you should call us or write to us so that we can learn from any problems that occur. However, if you have been through both stages of our complaints procedure, and you are still unhappy with our response, you can take appropriate matters to the Financial Ombudsman Service.
13. This summary does not contain comprehensive information about the Society and its services. Please refer to any additional information we have provided. Full terms and conditions are contained in our Rulebook (pdf) and our Guide to Society Services (pdf) or on request by calling 0845 052 5701*.

* If you're abroad, please dial +44 845 052 5701.

** You are entitled to cancel your membership of The Benenden Healthcare Society Limited within 14 days of receipt of this Welcome Pack. If you do decide to cancel your membership, you can do so by writing to the Member Services Department, The Benenden Healthcare Society Limited, Holgate Park Drive, York, YO26 4GG. Alternatively you can e-mail the Society at membershiprelations@benenden.org.uk or call 0845 052 5701*. Please include your membership number in all correspondence. Cancellations beyond the 14-day cancellation period will not result in reimbursement of contributions already paid.

No. We always encourage our members to use Benenden Hospital in Kent for consultations and treatment, regardless of where you live. Alternatively we can agree for you to use our local consultation service, so you see a local consultant chosen by your GP.

However, it is important that you call us before going ahead and arranging any medical services, as we can only reimburse costs that have been previously authorised by us in writing. Simply contact our Member Services Department on 0845 052 5701* (Mon-Fri 8am – 8pm, excluding Bank Holidays) to discuss your healthcare needs.

We always encourage our members to use Benenden Hospital in Kent for consultations and treatment, regardless of where you live. Alternatively we can agree for you to use our local consultation service, so you see a local consultant chosen by your GP.

The Society provides a selected range of surgical treatments at specially selected hospitals throughout the UK, including Benenden Hospital. However, it is important that you call us before going ahead and arranging any medical services, as we can only reimburse costs that have been previously authorised by us in writing. Simply contact our Member Services Department on 0845 052 5701* (Mon-Fri 8am – 8pm, excluding Bank Holidays) to discuss your healthcare needs.

To keep our service affordable at just £1.50 a week, there are some consultation and treatments and services we cannot provide, such as:

• Diagnostic consultations with consultants who do not have an NHS post. They must also be registered with a royal college such as the Royal College of Surgeons or Physicians
• Appointments with certain specialists, such as radiologists, dentists, opticians or complementary therapists
• IVF treatment  
• Cosmetic, breast, plastic, sterilisation, nerve, dental, maxillofacial, transplant, arterial or cardiac surgery
• Surgery for complex orthopaedic problems, such as joint replacements.

For the full list, please review the exclusions section of the website.

Please note that benefits may vary according to the needs of the member, the resources available or over time. The Society's contractual business (the provision of tuberculosis benefit) is authorised by the FSA. The remainder of the Society's business is undertaken on a discretionary basis. The Society is subject to FSA requirement for prudential management.