Question 1

What is the postal address for personal/family policies?

Accepted Answer

Our postal address is:

Private Client Division
WPA Ltd
Rivergate House
Blackbrook Park
Taunton
Somerset
TA1 2PE

Please include your WPA customer number with any correspondence.

Question 2

What email address do I use if I have a personal/family policy?

Accepted Answer

Please include your WPA customer number and full name in any email correspondence to: customerservice@wpa.org.uk

Question 3

How do I make a cash plan claim?

Accepted Answer

For cash benefit claims, please upload original invoices and proof of payment via our WPA Health app or My WPA.

In some cases, you may be prompted to complete and return a Claim Form to us with the original invoices and proof of payment.

Question 4

As a personal/family policyholder, how do I pay my Shared Responsibility/Excess?

Accepted Answer

Once we have processed the invoice, we will send you a claim notification confirming the amount we have paid to the provider and the amount you will need to settle directly to them. We will include details of the invoice and the provider's contact information.

Question 5

Why do I have to log into my account to get my emails?

Accepted Answer

At WPA we manage sensitive personal information, and we may need to communicate with you via email including details of your medical claims. As such, some of our e-mails are sent via your secure online account which can be accessed at wpa.org.uk/secure or via the WPA Health app.

Question 6

Why does my claim notification advise 'balance to be paid' when I have already paid?

Accepted Answer

The claim notification will not take into account any payments you have made to a provider even if you have submitted a receipted invoice. The purpose of the statement is to provide you with information on the invoice received, our payments and any shortfalls against the terms of your policy.

Question 7

What is your personal/family policy joining criteria?

Accepted Answer

You must be resident in the UK and registered with an NHS GP for a minimum of 6 months before the start of your policy.

Question 8

What is an Excess?

Accepted Answer

An excess is the amount you have to pay towards the cost of your eligible treatment before we provide any benefit. Once your excess has been paid, we will provide benefit for your eligible treatment costs for the remainder of that policy year within your benefit limits. Please see our Shared Responsibility and Excess options page for more information.

Question 9

Can I apply for a personal/family policy online?

Accepted Answer

Yes, you can apply online. The first step is to get a quote using our online quote system If you need assistance or if you would like to discuss this further, please call us on 01823 625050.

Personal/family policy FAQs

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