Health Insurance Frequently Asked Questions

Yes - we are a recognised provider with AXA, BUPA and WPA. You will need to check with your insurer beforehand to confirm your coverage and referral requirements.

You will need to contact your insurer before booking your first appointment. Once you have approval from them, you will need to provide us with your membership number, authorisation code, full name, DOB, address (as per your insurance policy) and how many sessions are approved. You can then contact us and our Patient Services Team will get you booked in.

Depending on who your insurance policy is with, we can bill your insurer directly for your treatment. We offer this for AXA, Bupa and WPA policies (depending on prior treatment approval from your insurer). If you have a policy with another insurer, we cannot bill them directly on your behalf, therefore you will be booked in as a private paying patient.

After each session, we will send the treatment invoice to your insurer. They will let us know if they will cover the cost of the session or if there is any amount owed by yourself based on your specific policy allowances.

Depending on your individual insurance policy, there may be amounts owed by yourself towards your treatment. We will contact you after your appointment if your insurer informs us that there is a payment owed by yourself.

Most commonly this will be an excess on your policy. Other reasons we may ask you to make payment could be, but not limited to, patient liability, co-pay, benefits exhausted, policy limitation, policy lapsed or condition not covered etc.

An excess is the portion of your treatment costs that is not covered by your private medical insurer. This amount is agreed between you and your insurer when you take out the policy and is not an additional charge from our clinic. The exact excess varies by policy and will only be confirmed once your insurer has processed each invoice. 

We will therefore contact you to pay your excess after each treatment session, if applicable. If you know your excess amount, you can pay this in one go if preferred to avoid multiple payments after each session by simply emailing accounts@carterandgeorge.co.uk.

When you book your first appointment, you will receive an email asking you to add your card details. These are securely stored, following UK Data Protection Regulations, through Stripe. We ask patients to provide these so that we can capture any payments, such as an excess, that are not covered by your insurance policy.  We will always inform you in advance if any amount is owed first, before any payment is taken. Most patients find this to be an easier way to settle outstanding balances, rather than paying manually each time a balance is owed.

If you want to query about why you are being asked to pay an amount, you will need to contact your insurer directly. Due to medical confidentiality laws, the details of your health policy are only accessible to the policy holder and therefore we are unable to query this on your behalf, due to Carter & George being unable to pass security measures.