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Looking after you and your information

At Health-on-Line, you're in safe hands. And so is your personal information.

We've looked at the way we handle data under the new General Data Protection Regulation (GDPR), and we want you to feel confident that we’re as passionate about looking after your details as we are about caring for your health and wellbeing.

We’ll keep on being clear about why we need the information we need from you.

You can find out more below.

What you need to know about making a claim

Talking to us about other people covered on your policy

Anyone aged 16 or over has the right to say how they'd like their data to be used and shared. So if you need to chat to us about someone else aged 16 or over on your policy, we’ll ask if you have permission to discuss their information with us.

If you haven’t, we’ll need the other person to call us and let us know they’re happy for you to do this. Or they can download and fill in a short form available on Customer Online

If you need to claim for someone else on your policy

We want to make sure that claiming is as simple as possible, and we always encourage the person who's seeking treatment to get in touch with us. However you can still claim for other people on your policy if that’s easiest.

We’ll make a decision based on the information you give us, if we can, but we can't share any of their sensitive information with you if they’re aged 16 or over and if it hasn't come from you (with their permission) in the first place. If we need to know more, we'll contact the person you're claiming for.

Who we’ll send claims documents to

If your policy includes cover for family members aged 16 or over, we'll now send any letters about their claim directly to them at your address, rather than to you.

For example, any Benefit Statements we post will be addressed to them, and they'll also be able to see their own documents if they log in to Customer Online. 

It’s their choice whether to share this information with you.

If you have an Individual plan with us

What happens when you renew?

If someone has made a claim on your policy

If your policy covers a family member aged 16 or over, we can tell you if they've made a claim but not what it was for.

In the same way, we can only confirm the cost of the claim if you can tell us a little bit about what the claim was for first.

To speed things up, it's always a good idea to talk to your family members about any claims they've made before you call us. Things like buying back your no-claims discount can feel complicated if you ask us how your family members’ claims have affected your subscription and we can’t tell you.

If someone previously had a special term added to your policy

In the past, we used to tell you about any special terms that applied to family members aged 16 or over covered by your policy. Special terms usually tell you how we limit our cover for medical conditions that person already had before they joined.

Until now we’ve listed special terms on your healthcare insurance membership certificate, so if you or your family member did have them on your policy you’ll have seen them listed there.

Because we’re no longer able to share personal information without consent, if a family member aged 16 or over has a special term added, we'll write to that family member and ask them to tell you about their special term instead.

Of course we'll still let you know if someone covered by your policy has a new special term added – we just won't be able to go into any detail about it without their agreement.

We’ve made it easier for you to understand how we handle your data

We’ve updated our Privacy Policy

You can read our updated Privacy Policy at

We’ve also updated it wherever we think you might need to see it, including our handbooks and on any forms you might need to fill in.