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Frequently asked questions


What experience do you have as intermediaries?

All our senior management team have either worked for one of the main UK Healthcare providers or has been in the industry for many years. As an organisation our experience and skill set is second to none.

What assistance will you provide to our employees if / when required?

The majority of the "quality" Insurers are now providing a high level of customer service at the point of claiming and we rarely experience problems or issues. However when things go wrong or when a claimant needs a little  handholding  because they are distraught or too unwell we put out all the stops to ensure a claim runs smoothly. We resolve issues and ensure all valid claims are met.

What training do your staff undertake?

All staff undertake ongoing training and development in customer service and product knowledge. We constantly have Insurer Representatives visiting our offices to undertake Insurer specific training.

Will I talk to a different person each time I phone in?

No, you will be allocated an Account Handler with a direct dial telephone number and email address.

How much do you charge?

We do not charge any fee. Our market reviews, reports and presentations are included in our service. We are paid a commission by the Providers. Your rates are not increased if you an Intermediary as the Providers already factor in a commission element even if you currently deal direct. In fact, with our buying power and experience you are more likely to get a reduced rate by using Health Matters.

Is your organisation a member of any regulatory authority or association?

Health Matters is regulated and authorised by the Financial Conduct Authority (FCA Firm Ref. No. 306065. We are also members of the Association of Medical Insurance Intermediaries (AMII).

Does your Organisation have a Green Policy?

We take our corporate environmental responsibility very seriously. Although we have not measured our carbon footprint ( and I suspect we are not carbon-neutral) we conserve as much energy as possible, we recycle where we can.

Does your organisation offer a documented Equal Opportunity procedure?

Our aim is to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.
Selection criteria and procedures are reviewed to ensure that individuals are selected, promoted and treated on the basis of their relevant merits and abilities.
All employees will be given equality of opportunity and, where appropriate and possible, special training to enable them to progress both within and outside the organisation.

What is your complaints procedure?

Our aim is to provide a first class service, however, if you wish to register a complaint, please contact us by writing to Simon Hurley-Smith or by phone or fax.
We will provide a copy of our full complaints procedure and respond as a matter of urgency, and always within 5 working days. We aim to make a final response within four weeks, or keep you informed as to why it is not possible. In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded, and will track the progress of the complaint and responses of that party.

After our final response has been issued, if you still cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, for an independent assessment and opinion.

The FOS Consumer Helpline is on 0845 080 1800 and their address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

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