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Frequently Asked Questions

General questions

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Who are Best Doctors?

Established in 1989, Best Doctors is dedicated to improving the quality of care for seriously ill individuals by making sure that they get the right diagnosis and the right treatment. They have a continuously updated global database of over 50,000 doctors recognised as the best in their field. Should you need them, the best expert is identified from the database to provide an in-depth review of your case confirming your diagnosis and providing you with the knowledge you need to make the best decision for treatment. Please visit the Best Doctors page on this website for more information.

Billing Questions

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I've changed my bank details - what do I need to do?

Please visit the Change Information page on this website. Then print and complete the “Direct Debit Form” and post/fax it to us. Contact us for more information.

Can I change the date I pay my premium from my bank account?

Yes, at any time - just Contact Us

Claims Processing

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How do I make a claim?

If you need to make a claim, it is important that you tell us within the timeframe specified in your policy documents by calling us on 01 269 6522 between 9:00 am and 5:30 pm, Monday to Friday. Alternatively, you can download a claim form and send it to us.

What address do I send my completed claim form to?

Combined Insurance
OSG Merrion Hall
Strand Road
Sandymount, Dublin 4

How long will a claim form take to process?

A claim form will take 15/20 working days to process.

Can I claim the cost of having a medical professional fill out the claim form from Combined insurance?

Combined Insurance is not responsible for paying medical fees for filling out a claim form.

Can I discuss my partner’s policy/claim with the customer service department?

Due to the data protection act we are not authorised to discuss your partner’s policy/claim unless they are present on call to go through the necessary data protection checks.

Policyholder Questions

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I have lost my insurance policy documents

You can request replacement of your policy documents by contacting our Customer Services Department on 01 269 6552. You should receive a copy of your documents within 5-7 working days from the date of your telephone call.

How do I change my name / address / personal details?

Please visit the Change Information page on this website, complete the Change of Contact Information online form and we’ll update our records. Alternatively you can contact our customer services department on 01 269 6552 who will go through a series of data protection questions before updating your records.
For change of name please forward a copy of the change of name certificate with a covering letter with you reference/policy number and upon receipt we will make the amendments accordingly

My premium has increased this year. Why?

Increase in premium is only applicable to Combined Insurance accident policies. Premium and benefit levels will increase on each anniversary of the date of issue of your policy as shown in your Schedule of Benefits. The increase will be applied for the first 10 years of your policy and will remain at year 10 levels thereafter. The benefit rate payable throughout any one claim shall be the rate applicable on the date of the accident giving rise to the claim.

Can I access details of my premiums and their due dates?

Please contact our customer services department to discuss payments and due dates for your policies.

Can I access details of the cover provided under my policy?

Please contact our customer services department to discuss policy cover or alternatively we can send a copy of your schedule of benefits to you which will have a breakdown of policy cover and payments. This will take 5-7 working days to receive.

How can I have an endorsement removed from my policy?

Contact Us and request an Endorsement Removal Form. If you have been symptom-free from the condition to which the endorsement relates and have not taken any medication for this condition for the duration of the endorsement, complete the form, ask your doctor to sign it and return it to us at the address shown.

I've lost my job - can I keep my policy?

Please Contact Us and let us know about your change of circumstances.

How do I cancel my policy?

Please Contact Us by telephone, email or in writing

How do I make a complaint?

We value customer feedback and recognise the importance of addressing a complaint promptly and effectively. If you would like to make a complaint please contact us.

 

Combined Insurance has in place a written procedure for the effective consideration and handling of complaints. This procedure ensures that complaints will be recorded and acknowledged in writing within 5 business days of receipt.

All complaints will be fully investigated and the outcome of that investigation will be communicated to the complainant within 40 business days. Combined Insurance will provide you with a regular written update on the progress of our investigation at intervals not greater than 20 business days. Should our investigation require longer than 40 business days to complete, we will write to you to explain why we have not finalised our investigation and indicate and anticipated timeframe.

In the event that a customer remains unhappy with our handling of a complaint the matter may be referred to:

 

Financial Services and Pensions Ombudsman
Lincoln House,
Lincoln Place,
Dublin 2, DO2 VH29
Phone:    01 567 7000
Fax:        01 662 0890
E-mail:   info@fspo.ie
Website: www.fspo.ie

 

Making a referral to the Financial Services and Pensions Ombudsman (FSPO) will not affect your right to take legal action at a later stage.

Privacy Questions

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Can I see the personal details you have on me?

Yes, this is your entitlement under the Data Protection Acts of 1988 and 2003. Please Contact Us and we will send you a copy of your policy documents.

Critical Five Policy Termination

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Why is Combined Insurance cancelling my policy?

We are cancelling all policies under the Critical Five plan and not simply individual policies. We have taken this decision reluctantly but due to the performance of the plan as a whole with increasing costs of claims and administration we are unable to continue to provide cover that delivers value for money. 

Why are you cancelling my policy when I’ve never made a claim?

It is the nature of insurance that not everyone makes a claim. All the time that you have paid your premiums you have been fully covered for the conditions specified in the Critical Five policy. We would have honoured any qualifying claim in the unfortunate event you had been diagnosed with any of these conditions and we will continue to do so up until the termination date. 

Surely Combined Insurance cannot just cancel a policy?

We have very carefully considered the decision to cancel all policies under the Critical Five plan. We are exercising our right to cancel under the Terms and Conditions of your policy. We have provided you with 90 day’s notice; 60 days more than the contractual requirement as we realise you may need additional time to consider an alternative product with another provider.  See question 13 below 

When will my policy come to an end?

The cancellation date for all policies will be 18th November 2016.

Will I receive a notification when my policy has cancelled?

We will write to you when your policies have ended to confirm that cover is no longer in place. This letter will be issued shortly after the cancellation date of 18th November 2016.

Will this affect me being able to take out Insurance elsewhere?

We will also issue you with a certificate to confirm that it was our decision to cancel your insurance. You may find this helpful if you choose to look for alternative cover with another insurer.

Are any other Combined Insurance products affected by the notice of termination?

Only policies under the Critical Five Plan are affected. If you hold other policies with us, none of these are affected by this notice and you will continue to be covered under these plans as usual.

What does my Critical Five policy cover me for?

The Critical Five policy pays out a lump sum in the event you suffer a covered Condition as specified in the policy. Conditions covered are: Heart Attack, Stroke, Coronary Artery Bypass Surgery, Kidney Failure and Cancer.

Will I be due any refund of premium?

Critical Five is a general insurance policy and there is no return of premium when cover ends. However, depending on the frequency of your payments you may have paid beyond the end date of 18th November 2016. If this is the case, once your cover comes to an end, we will issue you with a partial refund. If you pay by Direct Debit this will automatically be credited back to your account. If you have paid by Cheque or Credit / Debit Card we will issue you with a cheque refund by post. 

For example; if you paid for your policy on 17th July 2016 for 6 months you are covered until 16th December 2016. We will issue a refund covering the period 19th November until 16th December 2016. 

My next premium is due before 19th November 2016, will you still collect this?

We will not collect any further premium payments due after 18th August  2016.

 

If you are due to receive an Annual Benefit Statement during this period, your Critical Five policy(s) will show a last Premium Paid amount of £0.00 and a Next Due Date on or after 19th November 2016.

What if I suffer from a covered Condition prior to 18th November 2016?

You are fully covered under your Critical Five policy(s) in line with the terms and conditions. You can contact our Customer Services on (01) 261 2065

 

I am currently having medical investigations but no diagnosis has yet been made. Will I still be covered if my diagnosis is confirmed after 18th November 2016?

We will consider claims after the termination date however medical evidence would need to show that you were having symptoms of the condition that you are claiming for before the termination date. 

How will I go about finding alternative cover?

We cannot provide advice but we would suggest that you either speak to an Independent Financial Adviser or visit a comparison website to explore options.

  • Finding an Independent Financial Adviser: There are a number of websites that you can visit including: www.labrokers.ie
  • and the Central Bank of Ireland register - registers.centralbank.ie
  • Comparison websites you might consider looking at are:
    • Life insurance.ie - www.lifeinsurance.ie
    • Chill.ie - www.chill.ie
    • One quote.ie - www.onequote.ie

What are the key dates when Combined Insurance will be communicating with policyholders about Critical Five termination?

Formal Notice - Issue Date 11th August 2016

Confirmation of Termination - Issue Date 18th November 2016.

Premium Refund Payment (if applicable to you) – issued within 10 working days of termination.

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