Claims Support

We understand that making a claim can be a confusing experience. Therefore, we have put together this page to guide you through the typical steps of making a claim and what to expect.

If you do have any questions regarding the following information, you can call the Claims Helpline on 0208 410 0440 between 08:00 and 18:00 Monday to Friday (excluding public holidays), or contact us by email at claims@cshealthcare.co.uk.

Members must contact CS Healthcare to obtain Pre-Authorisation before proceeding with any appointments or treatments. Failure to obtain Pre-Authorisation in advance of treatment may result in benefits being declined and invoices for treatment costs being returned unpaid.

Click here to download our Pre-Authorisation Request Form (This form is not required for initial consultations).

Before contacting us for Pre-Authorisation, it is important to have the following to hand:

  • Your registration number
  • A GP referral in place
  • Name of the specialist you will be seeing
  • Name of the hospital you will be attending
  • Date of appointment/treatment
  • Details about your condition


Contact details:
Tel: 020 8410 0440
Fax: 020 8547 0240
Email: claims@cshealthcare.co.uk

If you need to see a specialist consultant and have been referred by your GP we can usually Pre-Authorise this for you over the phone, but we’ll need you to provide the following information:

  • Consultant name
  • Hospital name
  • Date of the appointment


If you hold a Moratorium policy, or have a Full Medical Underwriting Policy that has been in place for less than 12 months, we will need you to provide a copy of the GP referral letter as part of the assessment of your claim and before any Pre-Authorisation can be provided.

Once you have seen a specialist consultant they may recommend investigations or tests in order to help diagnose your condition and decide on a treatment plan.

If this is the case you will need to ask the specialist consultant whether the particular test has a unique CCSD code*. You’ll then need to contact the Claims Helpline with details of the proposed test, including any relevant CCSD code, so we can assess this for cover.

If you are going to see your specialist consultant for a follow-up consultation after an investigation, we recommend that you take a copy of the Pre-Authorisation Request form to the consultation (See ‘Post diagnosis treatment’).

To allow us to facilitate a Pre-Authorisation for a planned surgical treatment, a Pre-Authorisation Request Form will need to be completed by your specialist, and returned to CS Healthcare for assessment.

Click here to download our Pre-Authorisation Request Form (This form is not required for initial consultations).

For the following conditions and/or treatments, a clinic letter and investigation results will be needed along with the completed Pre-Authorisation Request form:
  • Joint replacements
  • Skin conditions requiring surgical intervention (including biopsies and/or therapeutic treatments)
  • Cardiac procedures (e.g. Coronary angiography +/- angioplasty, Bypass, valve replacements, pacemaker etc.)
  • Spinal surgeries
  • Psychiatric treatment
  • Cancer treatments

Pre-Authorisation requests for the following types of treatment can be usually be assessed over the phone without completion of the Pre-Authorisation Request Form:

  • Initial and/or follow up consultations (excluding psychiatric)
  • Cataract surgery
  • Tests and investigations (including CT and MRI)
  • Endoscopies (excluding Laparoscopy)
  • Knee arthroscopies
  • An initial steroid injection (into joints) – please complete the Pre-Authorisation Request Form for non-steroid injection


Members should contact the Claims Helpline on 020 8410 0440 for Pre-Authorisation.

Upon completion of the Pre-Authorisation Request form by the specialist we kindly ask you to return the form to:
Email: claims@cshealthcare.co.uk
Fax: 020 8547 0240
Post: Princess House, 1 Horace Rd, Kingston upon Thames KT1 2SL.


Please note that in some cases we may require additional information from your specialist consultant in order to assess and reach a decision on the eligibility of the treatment under the policy terms and conditions.

When submitting a Pre-Authorisation request you may come across the following terms:

  • CCSD code
  • Fee Schedule (Customary and Reasonable)

When we assess a Pre-Authorisation request for cover, a number of factors will determine the level of cover that will be available to you. In this section we will explain what those terms mean and how they may affect your claim.

*CCSD code:

Each surgical or medical procedure and many diagnostic procedures have a unique CCSD code and description, which are used as a common term of reference within the private medical industry. The CCSD code is typically a combination of numbers and letters which are allocated to each specific medical diagnostic test and surgical procedure.

The CCSD code will allow CS Healthcare to understand the exact procedure that is proposed and it will also help us understand the complexity of the procedure and your expected length of stay in hospital following your surgery.

Fee Schedule (Customary and Reasonable):

Should you need to make a claim for a surgical, medical or diagnostic procedure which carries a CCSD code, CS Healthcare can contribute towards the cost of the fees charged by the specialist consultants providing your treatment.

You can find out how much CS Healthcare can contribute towards the cost of specialist treatment by using our Fee Schedule search facility, which has the CCSD codes listed along with the surgeon fees and anaesthetist fees for each specific procedure.

Our Fee Schedule outlines the specialist consultant and anesthetist fees that we will cover for each CCSD coded procedure. We will only pay you up to the maximum stated in the Fee Schedule. These limits will be listed on each Pre-Authorisation certificate issued to our members for Pre-Authorised treatment under your policy.

We strongly recommend all members discuss our Fee Schedule with their surgeon and anaesthetist prior to undergoing Pre-Authorised treatment, in order to potentially reduce any shortfalls that may arise.                                                                                                                                                                                                                                                                      

Our Fee Schedule can be found in the following link: https://www.cshealthcare.co.uk/hospitals-and-fees/our-fee-schedule/

If you do have any questions regarding the information above, you can call the Claims Helpline on 0208 410 0440 between 08:00 and 18:00 Monday to Friday (excluding public holidays), or contact us by email at claims@cshealthcare.co.uk.

Members must contact CS Healthcare to obtain Pre-Authorisation before proceeding with any appointments or treatments. Failure to obtain Pre-Authorisation in advance of treatment may result in benefits being declined and invoices for treatment costs being returned unpaid.


GP24 Advice Line

At CS Healthcare, we are always looking at ways to improve the products and services we offer to our members. We understand that accessing GP services quickly and at a time convenient for you can be challenging. This is why we are pleased to announce we are improving the advice line service that is available to all our members.

Open Eligibility

CS Healthcare is pleased to announce an exciting change to its eligibility criteria.

Historically, all new members were considered eligible to join CS Healthcare based on their chosen profession. You had to work in the public sector or be a civil servant to become a member. As of August 2019, this eligibility criteria no longer applies. Now everyone can experience award-winning customer service.

Jargon Buster

CS Healthcare has been providing private healthcare for 90 years and during that time, we’ve discovered there are some medical phrases and terms that cause confusion. Our Jargon Buster is designed to simplify any complicated terms that you may not be familiar with. Make sure you refer back to it any time you're feeling unsure about a word or meaning as you are browsing the site.

Confused? Take a look at our Jargon Buster

Our Jargon Buster is designed to simplify any complicated terms that you may not be familiar with. Make sure you refer back to it any time you're feeling unsure about a word or meaning as you're browsing the site.