Introduction

Welcome to the Deliveroo Healthcare Scheme guide.

Deliveroo have appointed us, Healix Health Services Ltd, to manage this scheme. Our role is to assess and manage medical needs that you might have as well as the care and treatment you receive.

The Deliveroo Healthcare Scheme is designed to cover you for the diagnosis and/or treatment of a short term medical condition, if the treatment is medically necessary.

The scheme is not intended to cover all medical conditions. There are some medical conditions and treatments that are excluded from cover (please see exclusions and limitations for further details on this).

All treatment (including consultations and diagnostic tests) should be authorised in advance. Therefore it is essential that you call us before you receive treatment, to ensure that your proposed treatment is eligible for cover under the scheme.

If you would like your partner or dependants to be covered under the healthcare scheme, regardless of their gender, please contact your HR department who will advise you if this is possible.

If you choose to add a newborn baby to your scheme, you can do this from their date of birth as long as you let us know within 13 weeks of their birth. We will not apply any underwriting to a newborn baby added within this timeframe. If you add your baby after this timeframe, they will still be covered but the standard moratorium underwriting will apply. Your new baby will be a chargeable member of the scheme from the next annual renewal date following their first birthday.

The Deliveroo Healthcare Scheme is provided through a medical benefit trust. Further details of what this means can be found on the Exclusions and Limitations page.

Table of benefits - Flex

Your scheme benefits are set out in the table below.

Benefit limits apply to each individual member or dependant in any one year of cover, unless otherwise stated.

All claims are subject to your excess, which will be applied to the first eligible treatment within each scheme year.

The scheme will commence on the 1st November 2023 to 31st October 2024.

Outpatient Diagnostics	Level of cover	Benefit note
Outpatient consultations with a specialist following GP referral Outpatient diagnostic tests and investigations following GP or specialist referral Outpatient treatment following specialist referral Outpatient consultations with a practitioner Outpatient consultations and diagnostic tests with a specialist on self-referral for breast, bowel, prostate or testicular cancer symptoms Routine outpatient management of specified chronic conditions	Full cover	F1
Outpatient Treatment
Practitioner, physiotherapist or specialist referred orthotics	Up to £500 per scheme lifetime	F2
Outpatient MRI, CT and PET scans on specialist referral	Full cover	F3
Outpatient surgical procedures	Full cover	F4
Outpatient Therapies
In network physiotherapy (including self-referral)	Full cover	F5
Out of network physiotherapy following specialist referral	Full cover	F6
Out of network physiotherapy following GP referral	Up to 20 sessions per scheme year	F7
Osteopathy, acupuncture and chiropractic treatment following GP referral	Up to 20 sessions per scheme year combined	F8
Out of network mental health treatment following GP referral	Full cover	F9
In network mental health treatment (including self-referral)	Full cover	F10
Inpatient and Daycase Treatment
Hospital charges and specialist fees for inpatient or daycase treatment	Full cover	F11
Parent accommodation	Full cover	F12
Mental health treatment - inpatient and daycase	Up to 45 days per scheme year	F13
Cash Benefits
NHS cash benefit	£200 each day or night	F14
NHS cash alternative	Up to 25% of the costs to receive the procedure privately – please contact us to check if your procedure will be eligible	F15
NHS cancer cash benefit	£300 each day or night	F16
NHS cancer cash benefit for oral chemotherapy and targeted therapies	£600 per month	F17
Baby cash benefit	£200 per child (subject to wait period)	F18
Hospice cash benefit	£200 per night	F19
Benefits for Specified Treatment
Cancer treatment	Full cover	F20
Oral surgical procedures	Full cover for specified treatments	F21
Disorders of the eye	Full cover for specified treatments	F22
Pregnancy and childbirth	Full cover for specified treatments	F23
Women's and Men's Health Benefit Remote advice service with our in-network specialist gynaecologists or men's health specialists (up to 4 consultations per scheme year) Diagnostic tests and investigations following referral from our in-network remote gynaecologists or men's health specialists (up to £500 per scheme year)	Limited cover	F24
Fertility investigations	Full cover	F25
Additional Benefits
Private ambulance charges	Full cover	F26
Home healthcare	Full cover	F27
Virtual GP	Unlimited	F28
Private GP consultations and GP surgery	Up to £500 per scheme year	F29
Private prescriptions (pay & claim)	Up to £200 per scheme year	F30
External prosthesis Wigs (up to £400 per scheme lifetime)	Combined limit of up to £5,000 per scheme lifetime	F31

Note: The above benefits only apply when the covered person has treatment in the UK unless otherwise specified.

Note F1: Outpatient Investigations and Treatment

Outpatient investigations and treatment

We will pay in full for:

outpatient consultations with a specialist following GP referral
outpatient diagnostics and investigations following GP or specialist referral
outpatient treatment following specialist referral

Cover is subject to our reasonable and customary fees.

Outpatient consultations with a practitioner

We will pay in full for consultations with a dietician, nurse, orthoptist, podiatrist or speech therapist following GP or specialist referral. The practitioner must be registered with the correct governing body for their field, and meet our definition for a practitioner

Outpatient consultations with a specialist on self-referral for breast, bowel, prostate or testicular cancer symptoms

We will pay in full for for self-referred* consultations and investigations for breast, bowel, prostate or testicular cancer symptoms.

Please refer to the self-referred cancer benefits page for further information on how to access this benefit.

If a diagnosis of cancer is made, cover for eligible treatment will be subject to any limits as detailed in your cancer treatment benefit.

*Please note, cover for self-referral is subject to the medical underwriting on your scheme

Routine outpatient management of specified chronic conditions

We will pay in full for outpatient consultations with a specialist following GP referral, outpatient diagnostics, outpatient treatment and outpatient investigations for specified chronic conditions. These conditions are limited to angina, asthma, diabetes, epilepsy, heart valve problems, high blood pressure, glaucoma, osteoarthritis, rheumatoid arthritis, thyroid problems or ulcerative colitis.

Please note your underwriting will still apply to this benefit.

Note F2: Practitioner, Physiotherapist or Specialist Referred Orthotics

We will pay up to £500 per scheme lifetime towards medically necessary orthotics, when these are recommended by a practitioner, physiotherapist or specialist.

Note F3: Outpatient MRI, CT and PET Scans

We will pay in full for MRI, CT and PET scans on specialist referral.

Note F4: Outpatient Surgical Procedures

We will pay in full for hospital charges and specialist fees for outpatient surgical procedures, and drugs and dressings used during an outpatient appointment.

Cover is subject to our reasonable and customary fees.

Note F5: In Network Physiotherapy

We will pay in full for outpatient physiotherapy following GP, specialist or self-referral (subject to your scheme underwriting) when treatment is provided by our physiotherapy network provider

Please refer to the musculoskeletal pathway for further information.

Note F6: Out of Network Physiotherapy on Specialist Referral

We will pay in full for out of network outpatient physiotherapy when this is referred by a specialist. The physiotherapist must still be recognised by us for benefit purposes.

Note F7: Out of Network Physiotherapy Following GP Referral

We will pay for up to 20 sessions per scheme year for outpatient physiotherapy following GP referral, if treatment takes place outside our physiotherapy network. The physiotherapist must still be recognised by us for benefit purposes.

Note F8: Osteopathy, Acupuncture and Chiropractic Treatment Following GP Referral

We will pay for up to 20 sessions per scheme year combined for chiropractic treatment, osteopathy and acupuncture, following GP referral. You must be referred to a complementary practitioner we have recognised for benefit purposes.

Note F9: Out of Network Mental Health Treatment

We will pay in full for outpatient consultations for eligible mental health conditions following GP referral when taken out of the Healix network provider.

Where treatment with a psychological therapist occurs outside our network provider it must be delivered under the direct supervision of a consultant psychiatrist.

Note F10: In Network Mental Health Treatment

We will pay in full for outpatient consultations for eligible mental health conditions following GP, specialist or self-referral (subject to your scheme underwriting), when treatment is provided by our mental health network provider.

Please refer to the mental health pathway for further information.

Please note: Under 18’s will require a referral letter from their own GP.

Note F11: Hospital Charges and Specialist Fees for Inpatient or Daycase Treatment

We will pay hospital charges and specialist fees (subject to reasonable and customary guidelines) in full for the following:

accommodation and nursing care for inpatient or daycase treatment
operating theatre and recovery room
prescribed medicines and dressings, for use whilst an inpatient or for daycase treatment
eligible surgical appliances - for example, a knee brace following ligament surgery
prosthesis or device which is inserted during eligible surgery
pathology, radiology, diagnostic tests, MRI, CT and PET scans
physiotherapy received during inpatient or daycase treatment
intensive care
short-term dialysis when needed temporarily for sudden kidney failure resulting from an eligible condition or treatment
skin and corneal grafts

Note F12: Parent Accommodation

We will pay reasonable hospital costs for one parent or legal guardian to stay with a child who is under 16 years old, if a child is admitted to hospital as an inpatient. Cover for this benefit will stop on the child’s 16th birthday. If your child is an inpatient on their 16th birthday, then cover will extend until they are discharged on that occasion. We will only pay the cost if:

it is the parent or legal guardian who stays with the child
the treatment the child receives is covered by the scheme

Note F13: Mental Health Treatment - Inpatient and Daycase

We will pay up to a maximum of 45 days per scheme year for eligible inpatient and daycase mental health treatment. All treatment must be under the direct control and supervision of a consultant psychiatrist, and must be authorised by us in advance and in writing.

Note F14: NHS Cash Benefit

In the event that you are admitted to an NHS hospital, or you elect to receive free treatment through the NHS we will pay an NHS cash benefit of £200 per night or day, for inpatient or daycase treatment. This benefit will only apply to claims for daycase or inpatient treatment that would otherwise have been eligible for benefit under your scheme.

Note F15: NHS Cash Alternative

In the event that you require an eligible elective surgical procedure, and you choose to receive this treatment free of charge on the NHS, we may pay you a cash lump sum. Please contact us to check if your procedure will qualify for this benefit.

Note F16: NHS Cancer Cash Benefit

In the event that you elect to receive free cancer treatment through the NHS, we will pay an NHS cancer cash benefit of £300 per night or day following eligible inpatient or daycase treatment, or outpatient radiotherapy treatment.

This benefit will only apply to claims for daycase or inpatient treatment that would otherwise have been eligible for benefit under your scheme.

Note F17: NHS Cancer Cash Benefit for Oral Chemotherapy and Targeted Therapies

In the event that you elect to receive oral chemotherapy or targeted therapies via the NHS as an outpatient, we will pay an NHS cancer cash benefit of £600 per month whilst you receive such treatment.

Note F18: Baby Cash Benefit

We will pay a cash benefit of £200 per baby/child following birth or adoption, where either one or both parents is a member of the scheme. This benefit can only be claimed once per baby/child, even if both parents are covered under the scheme.

This benefit is subject to a 10 month waiting period from the date you joined the scheme.

Note F19: Hospice Cash Benefit

We will pay a cash benefit of £200 per night in the event that you are admitted to a hospice, for the duration of the admission.

Note F20: Cancer Treatment

We will pay for cancer treatment as detailed in the cancer cover explained table.

Please refer to your cancer support explained for information on the additional supportive services available to employees.

Note F21: Oral Surgical Procedures

We will pay for the following specified oral surgical operations carried out by a specialist:

surgically remove a complicated, buried, infected or impacted tooth root
apicectomy or removal of the tip of a tooth’s root
enucleation of a cyst of the jaw (removing a cyst from the jaw bone)
surgical drainage of a fascial space (tracking) abscess
putting a natural tooth back into a jaw bone after it is knocked out or dislodged in an accident
treatment of facial and mandibular fractures

Note F22: Disorders of The Eye

We will pay for eligible acute treatment of the following conditions:

cataracts
detached retina
surgical correction of a squint
drooping Eyelids (ptosis) – We will only provide benefit for ptosis (drooping eyelids), if your optometrist identifies visual impairment and you are referred by your general practitioner or optician to a consultant ophthalmologist
wet aged related macular degeneration, where we will pay for a short course of treatment following initial diagnosis

Note F23: Pregnancy and Childbirth

We will pay for the following specified obstetric procedures / treatment:

pelvic girdle pain in pregnancy
miscarriage or when the foetus has died and remains with the placenta in the womb
still birth
hydatidiform mole (abnormal cell growth in the womb)
ectopic pregnancy (foetus growing outside the womb)
Diastasis recti or Rectus Abdominis (splitting of the abdominal muscles during pregnancy)
post-partum haemorrhage (heavy bleeding in the hours and days immediately after childbirth)
retained placental membrane (afterbirth left in the womb after the delivery of the baby)
eligible mental health treatment for post-natal depression subject to the conditions and limitations set out in the mental health benefit.
medically essential caesarean section where this is an inevitable consequence of a complication to the current pregnancy.
complications following any of the above conditions.
flare up of a non-pregnancy related medical condition that has been made worse by pregnancy

We will require full clinical details from your specialist before we can give our decision on cover.

In the event that the newborn requires immediate treatment as a result of an eligible caesarean section, this should be administered by the NHS free of charge. If the newborn is not entitled to NHS care and is not accepted as a dependant on the scheme we will pay for treatment for up to 7 days following the birth, to allow you time to make alternative arrangements. In cases where they are accepted as a member of the scheme they will only be entitled to benefits outlined in the benefits table and will be subject to the exclusions listed within the scheme.

Note F24: Women's and Men's Health Benefit

Remote advice service with our in-network specialist gynaecologists or men's health specialists

We will pay for up to 4 remote advice appointments per scheme year with our in-network specialist gynaecologists or men’s health specialists on self-referral. This service can be used to discuss any health concern including conditions that are normally excluded for cover such as the menopause, andropause, sexual health concerns, fertility or contraception advice.

Diagnostic tests and investigations following referral from our in-network gynaecologists or men's health specialists

We will pay up to £500 per scheme year for diagnostic tests or investigations that are recommended following a remote advice appointment with our in-network specialist gynaecologists or men’s health specialists.

Remote consultations and diagnostic tests and investigations will be covered up to the limits described above only. Once the benefit limits have been reached the scheme rules will apply as detailed in your exclusions and limitations.

Please note: additional cover may be available outside of the above limits for eligible claims, please contact the claims helpline for further information.

Please refer to the women's and men's health services page for further information on how to access these benefits.

Note F25: Fertility Investigations

We will pay in full for medically necessary fertility investigations following GP or specialist referral.

Once a diagnosis has been confirmed, there will be no further cover for any additional investigations or treatment in the future.

Note F26: Private Ambulance Charges

We will pay in full for transport by a private ambulance to and/or from a hospital when ordered for medical reasons.

Note F27: Home Healthcare

We will pay in full for home nursing charges for registered nurses when recommended by a specialist and where treatment is:

medically necessary and without it you would have to receive treatment as an inpatient or daycase admission
needed for medical reasons (i.e. not social or domestic reasons)
under the direct supervision of a specialist

Mental health treatment delivered at home or in the community is not covered by the scheme.

Note F28: Virtual GP

Please refer to the virtual GP page for further information on how to access this benefit.

Note F29: Private GP Consultations and GP Surgery

We will pay up to £500 per scheme year for the cost of private GP consultations and GP surgery.

Note F30: Private Prescriptions

We will reimburse you up to the maximum benefit available per person, per scheme year.

This benefit is available for:

private prescription charges when issued by a GP or specialist.

Please note this benefit is only available on a pay and claim basis.

Note F31: External Prosthesis and Wigs

External prosthesis

We will pay up to £5,000 per scheme lifetime for the cost of external prosthesis and wigs when recommended by your specialist and required as a direct result of eligible cancer treatment.

Wigs

For wigs, this benefit is available on a pay and claim basis only up to £400 per scheme lifetime.

Table of benefits - Core

Your scheme benefits are set out in the table below.

Benefit limits apply to each individual member or dependant in any one year of cover, unless otherwise stated.

All claims are subject to your excess, which will be applied to the first eligible treatment within each scheme year.

The scheme will commence on the 1st November 2023 to 31st October 2024.

Outpatient Diagnostics	Level of cover	Benefit note
Outpatient consultations with a specialist following GP referral Outpatient diagnostic tests and investigations following GP or specialist referral Outpatient treatment following specialist referral Outpatient consultations with a practitioner Outpatient consultations and diagnostic tests with a specialist on self-referral for breast, bowel, prostate or testicular cancer symptoms	Up to £1,000 per scheme year	C1
Outpatient Treatment
Practitioner, physiotherapist or specialist referred orthotics	Up to £500 per scheme lifetime	C2
Outpatient MRI, CT and PET scans on specialist referral	Full cover	C3
Outpatient surgical procedures	Full cover	C4
Outpatient Therapies
In network physiotherapy (including self-referral)	Full cover	C5
Out of network physiotherapy on specialist referral	Full cover	C6
Out of Network Therapies Out of network physiotherapy following GP referral (up to 10 sessions per scheme year) Osteopathy, acupuncture and chiropractic treatment following GP referral (up to 10 sessions per scheme year combined) Out of network mental health treatment following GP referral	Up to £1,000 per scheme year combined	C7
In network mental health treatment (including self-referral)	Full cover	C8
Inpatient and Daycase Treatment
Hospital charges and specialist fees for inpatient or daycase treatment	Full cover	C9
Parent accommodation	Full cover	C10
Mental health treatment - inpatient and daycase	Up to 28 days per scheme year	C11
Cash Benefits
NHS cash benefit	£200 each day or night	C12
NHS cash alternative	Up to 25% of the costs to receive the procedure privately – please contact us to check if your procedure will be eligible	C13
NHS cancer cash benefit	£300 each day or night	C14
NHS cancer cash benefit for oral chemotherapy and targeted therapies	£600 per month	C15
Baby cash benefit	£100 per child (subject to wait period)	C16
Hospice cash benefit	£200 per night	C17
Benefits for Specified Treatment
Cancer treatment	Full cover	C18
Oral surgical procedures	Full cover for specified treatments	C19
Disorders of the eye	Full cover for specified treatments	C20
Pregnancy and childbirth	Full cover for specified treatments	C21
Women's and Men's Health Benefit Remote advice service with our in-network specialist gynaecologists or men's health specialists (up to 4 consultations per scheme year) Diagnostic tests and investigations following referral from our in-network remote gynaecologists or men's health specialists (up to £500 per scheme year)	Limited cover	C22
Additional Benefits
Private ambulance charges	Up to £250 per scheme year	C23
Home healthcare	Full cover	C24
Virtual GP	Unlimited	C25
External prosthesis Wigs (up to £400 per scheme lifetime)	Combined limit of up to £5,000 per scheme lifetime	C26

Note: The above benefits only apply when the covered person has treatment in the UK unless otherwise specified.

Note C1: Outpatient Investigations and Treatment

Outpatient investigations and treatment

We will pay within your overall outpatient limit for:

outpatient consultations with a specialist following GP referral
outpatient diagnostics and investigations following GP or specialist referral
outpatient treatment following specialist referral

Cover is subject to our reasonable and customary fees.

Outpatient consultations with a practitioner

We will pay within your overall outpatient limit for consultations with a dietician, nurse, orthoptist, podiatrist or speech therapist following GP or specialist referral. The practitioner must be registered with the correct governing body for their field, and meet our definition for a practitioner

Outpatient consultations with a specialist on self-referral for breast, bowel, prostate or testicular cancer symptoms

We will pay within your overall outpatient limit for self-referred* consultations and investigations for breast, bowel, prostate or testicular cancer symptoms.

Please refer to the self-referred cancer benefits page for further information on how to access this benefit.

If a diagnosis of cancer is made, cover for eligible treatment will be subject to any limits as detailed in your cancer treatment benefit.

*Please note, cover for self-referral is subject to the medical underwriting on your scheme

Note C2: Practitioner, Physiotherapist or Specialist Referred Orthotics

We will pay up to £500 per scheme lifetime towards medically necessary orthotics, when these are recommended by a practitioner, physiotherapist or specialist.

Note C3: Outpatient MRI, CT and PET Scans

We will pay in full for MRI, CT and PET scans on specialist referral.

Note C4: Outpatient Surgical Procedures

We will pay in full for hospital charges and specialist fees for outpatient surgical procedures, and drugs and dressings used during an outpatient appointment.

Cover is subject to our reasonable and customary fees.

Note C5: In Network Physiotherapy

We will pay in full for outpatient physiotherapy following GP, specialist or self-referral (subject to your scheme underwriting) when treatment is provided by our physiotherapy network provider

Please refer to the musculoskeletal pathway for further information.

Note C6: Out of Network Physiotherapy on Specialist Referral

We will pay in full for out of network outpatient physiotherapy when this is referred by a specialist. The physiotherapist must still be recognised by us for benefit purposes.

Note C7: Out of Network Therapies Following GP Referral

The below benefits are subject to a combined limit of £1,000 per scheme year.

Out of network physiotherapy following GP referral

We will pay for up to 10 sessions per scheme year within the overall benefit limit for outpatient physiotherapy following GP referral, if treatment takes place outside our physiotherapy network. The physiotherapist must still be recognised by us for benefit purposes.

Out of network osteopathy, acupuncture and chiropractic treatment following GP referral

We will pay a combined limit of up to 10 sessions per scheme year within the overall benefit limit for chiropractic treatment, osteopathy and acupuncture, following GP referral. You must be referred to a complementary practitioner we have recognised for benefit purposes.

Out of network mental health treatment following GP referral

We will pay up to the overall limit for eligible mental health conditions following GP referral when taken out of the Healix network provider.

Where treatment with a psychological therapist occurs outside our network provider it must be delivered under the direct supervision of a consultant psychiatrist.

Note C8: In Network Mental Health Treatment

Please refer to the mental health pathway for further information.

Please note: Under 18’s will require a referral letter from their own GP.

Note C9: Hospital Charges and Specialist Fees for Inpatient or Daycase Treatment

We will pay hospital charges and specialist fees (subject to reasonable and customary guidelines) in full for the following:

accommodation and nursing care for inpatient or daycase treatment
operating theatre and recovery room
prescribed medicines and dressings, for use whilst an inpatient or for daycase treatment
eligible surgical appliances - for example, a knee brace following ligament surgery
prosthesis or device which is inserted during eligible surgery
pathology, radiology, diagnostic tests, MRI, CT and PET scans
physiotherapy received during inpatient or daycase treatment
intensive care
short-term dialysis when needed temporarily for sudden kidney failure resulting from an eligible condition or treatment
skin and corneal grafts

Note C10: Parent Accommodation

it is the parent or legal guardian who stays with the child
the treatment the child receives is covered by the scheme

Note C11: Mental Health Treatment - Inpatient and Daycase

We will pay up to a maximum of 28 days per scheme year for eligible inpatient and daycase mental health treatment. All treatment must be under the direct control and supervision of a consultant psychiatrist, and must be authorised by us in advance and in writing.

Note C12: NHS Cash Benefit

Note C13: NHS Cash Alternative

Note C14: NHS Cancer Cash Benefit

This benefit will only apply to claims for daycase or inpatient treatment that would otherwise have been eligible for benefit under your scheme.

Note C15: NHS Cancer Cash Benefit for Oral Chemotherapy and Targeted Therapies

Note C16: Baby Cash Benefit

We will pay a cash benefit of £100 per baby/child following birth or adoption, where either one or both parents is a member of the scheme. This benefit can only be claimed once per baby/child, even if both parents are covered under the scheme.

This benefit is subject to a 10 month waiting period from the date you joined the scheme.

Note C17: Hospice Cash Benefit

We will pay a cash benefit of £200 per night in the event that you are admitted to a hospice, for the duration of the admission.

Note C18: Cancer Treatment

We will pay for cancer treatment as detailed in the cancer cover explained table.

Please refer to your cancer support explained for information on the additional supportive services available to employees.

Note C19: Oral Surgical Procedures

We will pay for the following specified oral surgical operations carried out by a specialist:

surgically remove a complicated, buried, infected or impacted tooth root
apicectomy or removal of the tip of a tooth’s root
enucleation of a cyst of the jaw (removing a cyst from the jaw bone)
surgical drainage of a fascial space (tracking) abscess
putting a natural tooth back into a jaw bone after it is knocked out or dislodged in an accident
treatment of facial and mandibular fractures

Note C20: Disorders of The Eye

We will pay for eligible acute treatment of the following conditions:

cataracts
detached retina
surgical correction of a squint
drooping Eyelids (ptosis) – We will only provide benefit for ptosis (drooping eyelids), if your optometrist identifies visual impairment and you are referred by your general practitioner or optician to a consultant ophthalmologist
wet aged related macular degeneration, where we will pay for a short course of treatment following initial diagnosis

Note C21: Pregnancy and Childbirth

We will pay for the following specified obstetric procedures / treatment:

pelvic girdle pain in pregnancy
miscarriage or when the foetus has died and remains with the placenta in the womb
still birth
hydatidiform mole (abnormal cell growth in the womb)
ectopic pregnancy (foetus growing outside the womb)
Diastasis recti or Rectus Abdominis (splitting of the abdominal muscles during pregnancy)
post-partum haemorrhage (heavy bleeding in the hours and days immediately after childbirth)
retained placental membrane (afterbirth left in the womb after the delivery of the baby)
eligible mental health treatment for post-natal depression subject to the conditions and limitations set out in the mental health benefit.
medically essential caesarean section where this is an inevitable consequence of a complication to the current pregnancy.
complications following any of the above conditions.
flare up of a non-pregnancy related medical condition that has been made worse by pregnancy

We will require full clinical details from your specialist before we can give our decision on cover.

Note C22: Women's and Men's Health Benefit

Remote advice service with our in-network specialist gynaecologists or men's health specialists

Diagnostic tests and investigations following referral from our in-network gynaecologists or men's health specialists

Please note: additional cover may be available outside of the above limits for eligible claims, please contact the claims helpline for further information.

Please refer to the women's or men's health services page for further information on how to access these benefits.

Note C23: Private Ambulance Charges

We will up to £250 per scheme year for transport by a private ambulance to and/or from a hospital when ordered for medical reasons.

Note C24: Home Healthcare

We will pay in full for home nursing charges for registered nurses when recommended by a specialist and where treatment is:

medically necessary and without it you would have to receive treatment as an inpatient or daycase admission
needed for medical reasons (i.e. not social or domestic reasons)
under the direct supervision of a specialist

Mental health treatment delivered at home or in the community is not covered by the scheme.

Note C25: Virtual GP

Please refer to the virtual GP page for further information on how to access this benefit.

Note C26: External Prosthesis and Wigs

External prosthesis

Wigs

For wigs, this benefit is available on a pay and claim basis only up to £400 per scheme lifetime.

Cancer cover explained

We know that a cancer diagnosis can be a life changing event. Therefore we have provided a specific section within your scheme to help you understand the level of cover available to you for cancer treatment.

The scheme provides benefit for eligible outpatient, daycase and inpatient treatment for cancer. To ensure that you receive the highest quality of care at all times we identify centres of excellence for the treatment of cancer. If you are diagnosed with cancer we may require you to transfer to one of these centres. These centres may be in either the private or NHS sector.

Should you choose to receive free eligible inpatient, daycase or outpatient treatment at an NHS centre you may be eligible for the NHS cancer cash benefit as shown on your table of benefits.

One of our nurse case managers will be able to provide information on the treatment options available to you and support you through your treatment.

The table below provides a summary of the cancer cover available and should be read alongside your table of benefits.

Summary of cancer benefits	What's covered	What's not covered
Where will I be covered to have treatment?	You will be covered in full for eligible treatment: at a hospital we have approved for your treatment and condition at home for treatment that would otherwise have to be delivered in hospital, if your specialist agrees that this is possible and is given by suitably qualified medical staff recognised by us	You will not be covered for: any treatment received in a hospice
What diagnostic tests will I be covered for?	You will be covered in full for: eligible diagnostic tests and any associated consultations with your specialist eligible molecular (genomic) tests that are needed to see if a particular treatment will be suitable for you CT, MRI and PET scans that take place in a hospital or specialist cancer centre	You will not be covered for any diagnostic tests that are: arranged by anyone other than your specialist not considered standard treatment in the UK designed to find out whether you are likely to get cancer or not considered to be part of normal preventative treatment
Will I be covered for surgery?	You will be covered in full for: surgery to diagnose cancer surgery to remove cancer reconstructive surgery following removal of a cancer reconstructive surgery to a healthy breast following breast cancer where the primary purpose is to improve symmetry following surgery for cancer in the contralateral breast	You will not be covered for surgery that is: Not recommended by NICE for clinical effectiveness experimental
Will I be covered for preventative treatment?	You will be covered for prophylactic (preventative) surgery if: you are currently being treated for cancer and it is: recommended by your specialist as being medically necessary and performed at the same time as the surgery for the cancer For example, we will pay for a mastectomy to a healthy breast in the event that you have been diagnosed with cancer in the other breast and your specialist indicates that prophylactic surgery is medically necessary and will be carried at the same time as surgery to the diseased breast. You must have our written agreement before you have tests, procedures or treatment and we will need full clinical details from your specialist before we can give our decision.	You will not be covered for any preventative treatment, including: normal screening such as breast screens genetic tests to see whether you are likely to get cancer treatment carried out solely to prevent the development of cancer (in the absence of any disease) vaccines to prevent the development of cancer
What drug treatments will I be covered for?	You will be covered in full for: drug treatments for cancer (such as chemotherapy drugs, hormone therapies and biological therapies) where the drug is being recommended within its license indication drug treatments (such as anti-sickness drugs and antibiotics) to help with the side-effects of cancer treatment	You will not be covered for: any drug treatments that can be prescribed by your GP and do not require specialist supervision drug treatments which are: experimental or being administered as part of a clinical trial not licensed to treat your condition
Will I be covered for radiotherapy?	You will be covered in full for radiotherapy, including when given for pain relief.	You will not be covered for radiotherapy that is: not recommended by NICE for clinical effectiveness experimental
Will I be covered for end of life care?	You will be covered for: end of life care treatment given solely to relieve symptoms at the end stage of cancer.
What cover will be available for routine monitoring when treatment has finished?	You will be covered for follow-up tests and specialist consultations to monitor you once you have completed treatment for a cancer. No time limits are placed on follow up tests and consultations as long as these are medically necessary and your specialist confirms this in writing.
What other benefits and services are available?	You will be covered for: eligible treatment you may need following treatment for cancer, such as consultations with a dietician, stoma or specialist nurse eligible complementary therapies if your specialist has recommended these in conjunction with treatment for cancer eligible mental health treatment if your specialist has recommended this in conjunction with treatment of cancer private ambulance charges eligible home nursing wigs Please note that these are subject to any limits as detailed in your table of benefits.	You will not be covered for: any transport costs or personal expenses. transplants, adoptive cell transfer, gene therapies and/or any complications related to, or resulting from these treatments. This includes, but is not limited to CAR T cell therapy, tumour infiltrating lymphocyte therapy and stem cell/bone marrow treatments. You will also not be covered for: • donor costs • harvesting • storage • administration • and/or any complications/treatment arising from any of the above the cost of any experimental treatment, even where this is recommended by your specialist and there is no alternative conventional treatment available. If you have chosen to receive experimental treatment, you will not be covered for any complications you may develop following this experimental treatment. any costs associated with harvesting of eggs or sperm, their storage and any associated costs
Are there any other supportive benefits available?	You will also have access to a comprehensive support platform delivered by Perci Health to offer additional mental, social and emotional cancer support when it is needed most. For further information please see the cancer support explained page.

Your cancer support explained

We know that a cancer diagnosis can be a life changing event and we are committed to supporting you in the event that you are impacted by cancer. This is why we have partnered with Perci Health to provide you with additional support for the psychological, physical and practical impacts of cancer.

Perci are able to offer you support regardless of how you have been impacted by cancer

Are you receiving active treatment for a cancer diagnosis?
Are you looking for some additional support following completion of your cancer treatment?
Are you caring for a loved one with cancer?

Regardless of your situation, Perci are able to provide a personalised care plan, a dedicated cancer nurse, and access to caring cancer experts from over 20 different support types to help reduce the impact of cancer.

Recovery and rehabilitation	Symptom management	Support for carers
Optimising emotional wellbeing and building resilience Optimising physical function and managing symptoms Building strong relationships and local support network Personalised care plans and a dedicated cancer care team	Support with longer-term effects of cancer treatment Evidence-based content focused on common symptoms such as anxiety and fatigue Access to educational articles and resources	Access to a dedicated cancer nurse to answer important questions Help to prepare for upcoming appointments and navigate local community care Emotional support and specialised bereavement care

Access to this service will not be subject to an excess, scheme underwriting or any healthcare scheme benefit limits, if any apply.

Please note; this benefit is only available for employees.

For further information and to get started access the My Healix app. For information on how to download and register for this please refer to the making a claim page

Second medical opinion

Should you decide that you would like to receive a second medical opinion to ensure you are fully confident with your specialists recommendations please contact us on the claims helpline to discuss pre-authorisation. Our team of nurse case managers will be able to advise and support you through this process.

Second medical opinions will be arranged with a specialist who is an expert in their field and is recognised for the purposes of providing such second opinions. Following your second medical opinion your nurse case manager will contact you to discuss the suggested treatment plan and eligibility for benefit. Without written authorisation for a second opinion payment cannot be made for any recommended or resulting treatment.

Virtual GP

As part of your scheme you have access to a virtual GP service, called YourHealth247, which is provided by Teladoc.

You can register for this service via their portal, which can be found at:

http://www.yourhealth247.co.uk/

The portal is the fastest and easiest way to register for the virtual GP service and book your consultations. If you do not have access to the portal, you can also call YourHealth247 on 0204 586 5324.

To register, you will need your member number. This can be found on your welcome or renewal email.

Should YourHealth247 refer you onto a specialist, please contact us on the claims helpline to check if this is eligible under your scheme. Any onward referrals are subject to your scheme underwriting and personal exclusions (if applicable) and general scheme exclusions. Should further information on your past medical history be required, we will need your consent to contact your NHS GP.

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

- a disease, illness or injury which responds quickly to treatment that aims to return you to the state of health you were in immediately before suffering the disease, illness or injury, or which leads to you recovering fully.

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

-drugs or other substances that block the growth and spread of cancer by interfering with specific molecules that are involved in the growth, progression and spread of cancer. Biological therapies are sometimes called "molecularly targeted drugs," "molecularly targeted therapies," "precision medicines," or similar names.

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

- a practitioner who specialises in acupuncture or a practitioner in osteopathy or chiropractic who is registered under the relevant Act; and who, in all cases, meets our criteria for complementary practitioner recognition for benefit purposes in their field of practice:

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

- a serious medical condition or symptoms resulting from a disease, illness or injury which arises suddenly and requires immediate treatment, generally within hours of onset, and which would otherwise put your health at risk.

Employer

- Deliveroo who is named as your employer

End of life care

– treatment for patients with advanced, progressive, and incurable illness that is aimed solely at the management of symptoms and the provision of psychological, social, spiritual and practical support.

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Private hospital - an independent hospital which can provide acute medical, surgical or psychiatric care. It must be registered under The Registered Homes Act (1984) and approved by the Healthcare Commission or any future law. It may also include a private bed in an NHS hospital.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

- surgical or medical services required following diagnosis of a condition. This includes but is not limited to surgical procedures, outpatient therapies (including mental health) and outpatient or daycase non-surgical procedures (such as injections).

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

This includes, but is not limited to, any high-risk activity such as mountaineering, rock climbing, parachuting, hang-gliding, potholing, bungee jumping, racing of any kind, skiing or snowboarding off the designated course (off-piste), scuba diving (unless you have recognised diving qualifications or are accompanied by someone with them).

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

A group of disorders that affect the development of the nervous system, leading to altered brain function which may affect emotion, language processing, learning ability and memory. Including but not limited to Autism spectrum disorder, ADHD and dyslexia.

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury

Women's health services

At Healix, we know it’s vital to receive quick access to healthcare, we have therefore made access to women’s health services as easy and smooth as possible. Whenever you are experiencing a women’s health concern, you can consult with a GP with additional training in women’s health, via the Virtual GP Service. To access this benefit, please see the Virtual GP page.

Alternatively contact the claims helpline, and speak to our experienced claims team, they will be able to guide you to the most appropriate services, including access to a remote advice service with a gynaecologist.

The majority of women’s health conditions would be covered under your normal outpatient and inpatient benefits, however some conditions would traditionally sit outside the healthcare scheme cover. We have therefore created the additional Women’s health benefits, to provide some extra cover, if this is required. Our experienced claims team will be able to advise you further on whether your condition and treatment would be covered under these extra benefits.

The below table outlines the services available, and how to access them through your healthcare scheme.

Women’s health concern	How to access treatment
For advice regarding any general women’s health query, including, but not limited to, menopause symptoms or contraception advice	Access YourHealth247 through the portal to speak with a GP without calling the claims helpline. All of the GPs are able to offer advice for common concerns, however, if you prefer you may request a consultation with a GP who specialises in women’s health. Additionally, you may self-refer by contacting the claims helpline, without the need for a GP referral, and we will be able to direct you to the most appropriate service available to you. This includes access to remote consultations and diagnostic tests, with our in-network specialist gynaecologists (where appropriate). Cover is available up to the limits specified in your table of benefits. Once this benefit limit has been reached, the scheme rules apply as detailed in your exclusions and limitations.
If you are concerned about a breast abnormality, for example a lump	Contact the claims helpline to speak to our claims team, who will be able to support you and direct you to the most appropriate specialist, without the need to see your GP first. Cover will be available as specified in your table of benefits.
If your GP has referred you to a specialist gynaecologist, for example, for unusual bleeding	Contact the claims helpline to speak to our experienced claims team, who will be able to open a new claim. The claims team will also be able to direct you to the most suitable specialist. Cover will be available as specified in your table of benefits.
If your GP has referred you for fertility investigations	Contact the claims helpline to speak to our experienced claims team, who will be able to open a new claim. You may have cover available from your fertility investigations benefit, as specified in your table of benefits.
If you are experiencing complications of pregnancy	Contact the claims helpline to speak to our experienced claims team, who will be able to advise if there is any cover available for you. Cover will be available for specific pregnancy complications only, as specified in your table of benefits.
For physiotherapy treatment for a pelvic problem such as stress incontinence	Contact the claims helpline, without the need for a GP referral, and speak to our experienced claims team who will arrange a telephone based assessment with a senior physiotherapist, to determine the most appropriate treatment for you. Cover is available from your physiotherapy benefit, as specified in your table of benefits.

Men's health services

At Healix, we know it’s vital to receive quick access to healthcare, we have therefore made access to men’s health services as easy and smooth as possible. Whenever you are experiencing a men’s health concern you can speak with one of our virtual GP’s via TrustDoc24. To access this benefit, please see the Virtual GP page.

Alternatively contact the claims helpline, and speak to our experienced claims team, they will be able to guide you to the most appropriate services, including access to a remote advice service with a men’s health specialist.

The majority of men’s health conditions would be covered under your normal outpatient and inpatient benefits, however some conditions would traditionally sit outside the healthcare scheme cover. We have therefore created the additional Men’s health benefits, to provide some extra cover, if this is required. Our experienced claims team will be able to advise you further on whether your condition and treatment would be covered under these extra benefits.

The table below outlines the services available and how to access them through your healthcare scheme.

Men’s health concern	How to access treatment
For advice regarding any general men’s health query, including urinary symptoms, sexual health and fertility advice.	Access YourHealth247 through the portal to speak with a GP without calling the claims helpline. All of the GPs are able to help you with common concerns. Additionally, you may self-refer by contacting the claims helpline without the need for a GP referral and we will be able to direct you to the most appropriate services available to you. This includes access to remote consultations and diagnostic tests with our in-network men’s health specialists (where appropriate). Cover is available up to the limits specified in your table of benefits. Once this benefit limit has been reached the scheme rules apply as detailed in your exclusions and limitations.
If you are concerned about early signs of prostate or testicular cancer.	Contact the claims helpline to speak to a nurse case manager who will be able to support you and direct you to the most appropriate specialist without the need for seeing your GP first. Cover will be available as specified in your table of benefits. Further information about early signs of cancers and self-referral can be found here
If your GP has referred you to a specialist.	Contact the claims helpline or access the claims portal to open a new claim. Cover will be available as specified in your table of benefits. One of our experienced claims team will be able to direct you to the most suitable specialist.
If your GP has referred you for fertility investigations	Contact the claims helpline to speak to our experienced claims team, who will be able to open a new claim. You may have cover available from your fertility investigations benefit, as specified on your table of benefits.
For physiotherapy treatment for a pelvic problem such as stress incontinence	Contact the claims helpline, without the need for a GP referral, and speak to our experienced claims team who will arrange a telephone based assessment with a senior physiotherapist, to determine the most appropriate treatment for you. Cover is available from your physiotherapy benefit, as specified in your table of benefits.

Self-referred cancer benefits

Having symptoms of cancer can be a worrying time, which is why we want to be able to support you to receive timely investigations for suspected cancer symptoms.

If you experience symptoms of breast, bowel, prostate or testicular cancer then you are able to call and speak directly to our claims team to self-refer for a consultation and diagnostic tests.

This means that you no longer need to see your GP before accessing private treatment for these concerns in order to prevent any delays in reaching a diagnosis.

If you are experiencing any of the symptoms below, call the claims helpline and our experienced claims team will be able to help direct you to the most appropriate specialist to help reach a diagnosis.

Type of cancer	Signs and symptoms to watch out for
Breast cancer	Hard, irregular shape lump in the breast or armpit Dimpling of the skin on the breast New inverted nipple Discharge from the nipple Any unusual change in size or shape of the breast
Bowel cancer	Bleeding from your back passage/bottom or blood in your stool without piles/haemorrhoids Persistent, unexplained change in bowel habit, including diarrhoea or change in consistency of stool Persistent abdominal discomfort, such as cramps, bloating, wind or pain A feeling that your bowel doesn’t empty completely Unexplained weight loss
Prostate cancer	Change in urinary flow Needing to urinate more, especially at night Painful or burning urination Blood in the urine or semen New difficulty in having an erection
Testicular cancer	Painless lump or swelling on either testicle Pain, discomfort or numbness in a testicle Any unusual change in size or shape of a testicle

Please remember that these signs are also features of common health problems that

are not caused by cancer, such as a cyst, piles or infection.

In the event that a cancer diagnosis is made, cover will be available as detailed in your cancer cover explained and one of our nurse case managers will support you and be able to provide information on the treatment options available to you.

Please contact us via the My Healix App (for information on how to download and register for this please refer to the making a claim page) or by calling the claims helpline to get further advice and to open a new claim. As with all of your healthcare benefits it is important that you obtain pre-authorisation before receiving any treatment to ensure your claim is eligible and to prevent you incurring any unwanted costs.

Musculoskeletal health pathway

Musculoskeletal conditions affect your muscles, bones and joints. They are very common and tend to increase with age.

Pain and discomfort can affect your daily activities but early diagnosis and treatment may help to ease your symptoms and improve the length of time it takes to recover. We have designed the Healix musculoskeletal pathway with this in mind.

How to make a claim

Employee only digital triage

As soon as you experience bone or joint pain you can use our digital physiotherapy triage service.

This can be accessed via the My Healix App where you will be directed straight through to begin your online journey and treatment pathway without the need to contact the claims helpline.

Download the My Healix app

This digital service is designed to provide an assessment of your needs and guide you to the best course of treatment.

Where self-managed care is appropriate, you are able to immediately access a tailored exercise programme with in-app access to a clinician as required. If needed, you will be guided to face-to-face physiotherapy treatment with our network provider.

If face to face physiotherapy sessions are recommended these will not be subject to an excess, scheme underwriting or any scheme limits (if these apply) when treatment is taken with our digital treatment pathway provider. All other healthcare scheme terms and conditions will apply.

Telephone assessment

If you are unable to access the My Healix app or your claim is for a spouse or dependant call the claims helpline to arrange a telephone based clinical assessment. Our experienced team will take your details and arrange for you to have an initial telephone consultation with a physiotherapist at a convenient time for you who will recommend the most appropriate treatment.

The telephone-based clinical assessment will not be subject to any excess, if one applies, however it will be applied to face-to-face treatment should this be required. All other healthcare scheme terms and conditions will apply.

Mental health pathway

The importance of mental health and wellbeing is becoming increasingly recognised in today’s busy world. Acknowledging stress and anxiety then seeking help are the first steps to developing coping strategies and recovery.

If you are experiencing stress, anxiety or depression or any other mental health problem, please refer to the below for further information on how your scheme can support you.

How to make a claim

Employee only digital triage

Employees are able to access a digital emotional wellness triage and immediate advice via the My Healix app.

Download the My Healix app

Benefits	What is available?	What can you use this for?
Digital emotional wellness triage	Unlimited access to digital emotional wellness triage Tailored online support programme (where clinically appropriate) Referral through to the healthcare scheme where medically necessary	Any mental health symptoms, including stress, anxiety and low mood.

If face to face mental health treatment is recommended you will be directed into an initial episode of treatment with our network provider.

Where face to face mental health treatment takes place, this will not be subject to an excess, scheme underwriting or any scheme limits (if these apply) when treatment is taken with our digital treatment pathway provider.

Should additional sessions be required beyond the initial episode of treatment, all healthcare scheme terms and conditions, including excess, will then apply.

Telephone assessment

Should you be unable to access the My Healix app or your claim is for a spouse or dependant, you can contact the claims helpline for support and advice. There is no need to see your GP or obtain a referral letter

Our experienced claims team will take your details and arrange for you to have an initial telephone consultation with a senior psychological therapist at a convenient time for you. This will give you an opportunity to talk through your concerns and agree on the best treatment pathway.

This could be one of several options including:

Face to face cognitive behavioural therapy (CBT)
Guided online CBT
Counselling
Referral onwards to see a psychiatrist.

Healix will pre-authorise your assessment and treatment (within benefit limits where applicable) and settle all invoices directly.

*Under 18’s will require a referral letter from their own GP.

Digital skin pathway

Changes found to your skin can be concerning. Fortunately, in most instances, these changes are not caused by cancer, however fast detection is key to help identify the cause of these changes and provide reassurance.

Our digital skin pathway provides fast results and recommendations for further treatment depending on your diagnosis following assessment by our dermatology partners. Please note further treatment will be subject to the terms and conditions of the scheme.

This pathway is suitable for many skin complaints, and our experienced claims team will be able to guide you to access the most suitable pathway for your symptoms.

The table below shows which skin complaints are most suitable to be referred into our digital skin pathway:

Skin Conditions Suitable for the Skin Pathway	Skin Conditions Not Suitable for the Skin Pathway
A change to an existing mole (itching/bleeding/increase in size)	Chronic skin conditions such as eczema/psoriasis
A new skin growth that has appeared and is visible	New skin rashes
A sore area of skin that has not healed	Mole mapping services required for screening purposes where there is no identifiable area of immediate concern
	Members under the age of 18

This pathway is easy to use; just follow the simple steps below and access help today:

Step 1

Open a new claim with one of our claims assessors. Please see Making a claim for details of how to do this.

Step 2

You will receive an SMS to your mobile phone with a link to register for the service and details of how to submit your digital photographic images.

Step 3

Your digital photographic images will be assessed by our experienced dermatology partners within 2 working days.

Step 4

You will receive an SMS to notify you that your results are back and a link to access the report containing the diagnosis and any recommendation.

Step 5

Should a face-to-face consultation with a dermatologist be recommended, our dermatology partners will call you and assist you to arrange it at a suitable time and location for you.

Please note: face-to-face dermatology consultations taken within our network will not be subject to our reasonable and customary fees, however, these fees will apply should you wish to access a consultation outside of this network.

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

Employer

- Deliveroo who is named as your employer

End of life care

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury

Employee Assistance Program (EAP)

As part of your Deliveroo Healthcare Trust you have access to an EAP service, which is provided by Health Assured. This service is available to employees only.

The EAP can offer guidance and advice on a number of topics. This service can be accessed 24 hours a day, seven days a week via the below website:

https://healthassuredeap.co.uk/

Username: Wellbeing

Password: TentGiftPipe

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

Employer

- Deliveroo who is named as your employer

End of life care

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury

Making a claim

Healthcare benefits

Register your claim using our MyHealix app or Member Zone. Alternatively, you can call the claims helpline to confirm if cover is available.

In order for us to accurately assess cover under the terms and conditions of your scheme, we may ask to see a copy of your GP referral letter when you open a new claim. We may also need to request further information from your GP regarding your medical history in order to satisfy your underwriting. The length of time these requests take can vary and is outside of our control.

Always contact the claims team before arranging or receiving any treatment.

Download the My Healix app

Call the claims helpline:

0208 106 4453
Monday-Friday 08.00-19.00 (Excl. bank holidays)
Saturday 09.00-13.00

We will confirm:

whether your proposed treatment is eligible for cover under the scheme
whether your proposed treatment costs will be covered under the scheme
any benefit limits or excess that may apply to your claim

To help you make the best possible use of the scheme, we have provided you with a how to claim summary.

How to claim summary

If you believe you require physiotherapy, but you haven't seen your GP

▼

If your GP refers you onto a specialist or therapist

▼

If you experience mental health symptoms, but haven't seen your GP

▼

Log your claim via the My Healix app or call the claims helpline

▼

Log your claim via the My Healix app or call the claims helpline

▼

Log your claim via the My Healix app or call the claims helpline

▼

We will assess your symptoms and help organise the most effective treatment - we may need to contact your GP to obtain your medical history

▼

We will advise on cover available, and authorise your eligible treatment - we may need to contact your GP to obtain your medical history

▼

We will advise on cover available, and authorise your eligible treatment - we may need to contact your GP to obtain your medical history

▼

If appropriate, we will arrange a physiotherapy referral within 24 hours, through Healix Physiotherapy Network Provider

▼

If appropriate, we will arrange a referral through Healix Mental Health Network Provider

▼

If further treatment is required, please visit the My Healix app or call the helpline again

How to Claim Summary

Your scheme underwriting

Rolling Moratorium Underwriting
Your healthcare scheme is designed to cover treatment of new medical conditions that arise after you join. We will not pay for treatment of a pre-existing condition. By this we mean any medical condition or related condition for which you:

have received medical treatment for, or
have had symptoms, or
have sought advice, or
to the best of your knowledge were aware existed in the five years before the start of cover.

However, subject to the scheme terms and conditions, a pre-existing condition can become eligible for cover provided that when you first receive treatment under the scheme, you have not: received medical treatment for, had symptoms of, or have asked advice on for two continuous years after the start of your cover.

If you receive treatment, have symptoms or ask advice for that medical condition within the first two years of your start date then the moratorium is not satisfied and you will only be covered after a continuous period of two years where you have not received treatment, had symptoms or asked advice for that condition.

For further details and examples of the underwriting in practice, please refer to this information leaflet.

Your excess

Excess

All members and dependants are liable for an excess of £100, which is payable once every scheme year, if you make an eligible claim.

Your excess will be applied to the first eligible treatment that you receive in each scheme year. This is regardless of when the last excess payment was made and whether the treatment is for the same condition, a related condition, or for an entirely new condition. Please contact us before you receive any treatment, so that we can advise you on when your excess will apply.

Reasonable and customary fees

We adhere to a schedule of reasonable and customary (R&C) fees for specialist fees. These are based on a common set of codes and principles set out by the Clinical Classification and Schedule Development (CCSD) group. Our fee levels have been set after review of what the majority of specialist’s charge for medical and surgical services as well as a review by our clinical support team and our panel of specialist advisors.

We have an open referral network which means you can be referred to the specialist of your choice. Should you choose to be referred to a specialist who charges above our fee schedule you can opt to pay the difference or we can assist you in identifying an alternative specialist that charges within our fee schedule. For further information please refer to our fee schedule, or contact the claims team.

Hospital cover

Restricted network

The Deliveroo Healthcare Scheme will cover authorised treatment at the majority of private and NHS hospitals throughout the UK, however treatment and consultations at some hospitals are excluded from cover.

The following is a list of hospitals which are not covered under the Deliveroo Healthcare Scheme. Please note it is only the below hospitals that are not covered, all other hospitals within the UK are eligible for treatment.

London Bridge Hospital Diagnostic Unit
31 Old Broad Street
City of London Medical Centre
Harley Street at UCLH
Wellington Hospital
Wellington Diagnostic and Outpatient Centre
London Bridge Hospital
London Bridge Hospital – Private Care at Guy’s
Lister Hospital
Cleveland Clinic at Grovesnor Place
Chelsea Outpatient Centre
Cromwell Hospital
Harley Street Clinic
Harley Street Medical Centre (UME)
King Edward VII Hospital (Sister Agnes)
Portland Hospital for Women and Children
Princess Grace Hospital
30 Devonshire Street
The London Clinic

Should you have any queries regarding this list or your chosen hospital/clinic, please contact us on the claims helpline.

What happens in an emergency?

Most private hospitals are not set up to receive emergency admissions. In the event of an emergency you should:

call for an NHS ambulance
visit the accident and emergency department at the local NHS hospital.

If you would like to be transferred to a private facility, please contact us to discuss this. We will then be able to confirm whether your proposed treatment is eligible under the healthcare plan. Please note you must contact us before you transfer to a private facility.

You will not be covered for:

the cost of emergency treatment in a private walk-in centre, accident and emergency department or clinic
the cost of treatment in an intensive care or high dependency unit if you have been transferred specifically to receive this care
the costs of the transfer to a private facility specifically to receive treatment in an intensive care or high dependency unit.

Exclusions and limitations

The following are conditions and treatments which are not covered under your scheme. If you are unsure about anything in this section, please contact us on the claims helpline.

The Deliveroo Healthcare Scheme is provided through a medical benefit trust, which is an alternative to group healthcare insurance, and your right to treatment and expenses (as a beneficiary of the trust) is governed by the terms of that trust and the terms set out on this site. Each Member’s entitlement to benefits is subject to there being sufficient money in the trust. It is expected that the Deliveroo Healthcare Scheme will remain fully funded for paying out claims, through a combination of Deliveroo contributions (based on expected claims) and stop-loss insurance. In the unlikely event that this turns out not to be sufficient, you will be sent a notification together with details of any further voluntary funding proposals where applicable.

Exclusions and limitations

Ageing, menopause and puberty

We do not pay for treatment to relieve symptoms commonly associated with or caused by ageing, puberty or other natural physiological cause.

Please note: We will pay for remote consultations and diagnostics related to women’s or men's health concerns with a specialist gynaecologist or men's health specialist as specified in your table of benefits.

Alcohol abuse, substance abuse and addiction

We do not pay for any treatment required for alcohol, solvent or drug abuse, or any treatment arising from such abuse or addiction, this includes mental health treatment.

Appliances, physical aids and devices

We do not pay for the supply or fitting of appliances, physical aids or devices (including but not limited to hearing aids, spectacles, contact lenses, external prostheses and orthotics etc) which do not fall within our definition of a surgical appliance other than as listed in your table of benefits. Any consultations relating to these are also not covered.

Birth control & contraception

We do not pay for:

birth control
sterilisation and/or reversal
termination of pregnancy

Please note: we will pay for remote consultations related to women’s or men's health concerns with a specialist gynaecologist or men's health specialist as specified in your table of benefits.

Chronic conditions

We do not pay for treatment of chronic conditions. By this we mean any medical condition which has at least one of the following characteristics:

it needs ongoing or long-term monitoring through consultations, examinations, check-ups and/or tests
it needs ongoing or long-term control or relief of symptoms
it requires rehabilitation or for you to be specially trained to cope with it
it continues indefinitely
it has no known cure
it comes back or is likely to come back

Please note: this will apply to all medical conditions, with the exception of cancer, whether or not a diagnosis has been made.

Exception: We will pay for eligible treatment arising out of a chronic condition, or for treatment of acute symptoms of a chronic condition that flare up. However, we will only pay if the treatment is likely to lead quickly to a complete recovery or to you being fully restored to your previous state of health, without you having to receive prolonged treatment. For example, we will pay for treatment following a heart attack arising out of chronic heart disease. This exception does not apply to a mental health condition.

Please note: in some cases it might not be clear at the time of treatment, that the disease, illness or injury being treated is a chronic condition. We are not obliged to pay the ongoing costs of continuing, or similar, treatment. This is the case even where we have previously paid for this type of or similar treatment.

Additionally if you have chosen to upgrade to Flex, you have cover available for outpatient appointments for specified chronic conditions as detailed in your table of benefits.

Complications from excluded/restricted conditions or treatment

We do not pay for treatment which arises from, or is related to any exclusion listed in the booklet or treatment which arises from or is related to a surgical procedure we do not cover.

Contamination, wars, riots and terrorist acts

We do not pay for treatment of any medical condition which is caused or contributed to by; nuclear, radioactive, biological or chemical contamination, war (whether declared or not), act of foreign enemy, riot, revolution, invasion, civil war, rebellion, insurrection, overthrow of a legally constituted government, explosions of war weapons, terrorist act or military activity. We will not pay for treatment of any medical condition which is received while you or your dependants are carrying out army, naval or air services duties.

Convalescence and general nursing care

We do not pay for treatment if it is primarily used for domestic and/or social reasons.

Cosmetic treatment

We do not pay for any treatment to change your appearance even when required for psychological reasons.

We do not pay for any treatment, including surgery:

where the intention of treatment, whether directly or indirectly, is the reduction or removal of health, surplus or fat tissue (for example, weight reduction surgery/treatment)
where the aim is to aesthetically enhance the appearance of the face or body where no functional condition is present (for example, botox, fillers or asymptomatic rhinoplasty)

Exception: we will pay for medically necessary treatment to restore your appearance in the following circumstances:

where it results from an eligible underlying disease process
following eligible treatment (including cancer treatment)
where the condition is causing a functional problem

Please note: we use NHS guidance as a benchmark for deciding whether the exceptions above are eligible for cover. All requests for cover must be submitted in writing with supporting medical information.

Dental or oral treatment

We do not pay for any dental or oral treatment other than listed in your table of benefits.

Dialysis

We do not pay for treatment for or associated with dialysis.

Drugs and dressings for outpatient or take-home use

We do not pay for drugs and dressing provided or prescribed for use as an outpatient or for you to take home, other than those outlined in the cancer cover explained page and your table of benefits.

Emergency treatment in the UK

We do not pay for:

The cost of emergency treatment in a private walk-in centre, accident and emergency department or clinic
The cost of an emergency admission into a private hospital
The cost of treatment in an intensive care or high dependency unit if you have been transferred specifically to receive this care
The costs of the transfer to a private facility specifically to receive treatment in an intensive care or high dependency unit

Experimental drugs and treatment

We do not pay for treatments (including medication) which in our reasonable opinion are experimental or not yet approved by the National Institute for Health and Care Excellence (NICE), are being researched or lack of sufficient evidence to conclude that:

The harmful effects are outweighed by the beneficial ones
They are likely to lead to the same or better outcomes than available alternatives
They are based on established medical practice in the United Kingdom.

Examples of the criteria we use for considering an treatment as experimental include:

The treatment is still undergoing clinical trials and/or yet to undergo a phase III clinical trial for the indication in question
The treatment does not have approval from the relevant government body
The treatment does not conform to usual clinical practice in the view of the majority of medical practitioners in the relevant field
The treatment is being used in a way other than that previously studied or tat for which it had been granted approval by the relevant government body
The treatment is rarely used, novel, or unknown and there is a lack of authoritative evidence of safety and efficacy.

We do not pay for any treatment required for complications arising or resulting from experimental treatment that you receive or for any subsequent treatment you may need as a result of you undergoing any experimental treatment.

Eyesight correction

We do not pay for treatment to correct your sight other than as specified in your table of benefits.

Fertility treatment

We do not pay for:

Fertility treatment
Assisted reproduction, surrogacy, harvesting of donor eggs or donor insemination
Sperm collection and storage
Complications from any of the above

Please note: we will pay for remote advice consultations related to women’s or men's health concerns with a specialist gynaecologist or men's health specialist as specified in your table of benefits. If you have chosen the Flex upgrade, you have access to fertility investigations as detailed in your table of benefits.

Gender dysphoria

We do not pay for any treatment of gender dysphoria, or any treatment arising from or relating to gender dysphoria.

General practitioner consultations

We do not pay for any GP consultations or visits other than those specified in your table of benefits. We do not pay for any charges for the completion of claim forms or referral letters, unless we have requested these specifically to assess your claim.

Illegal activity

We do not pay for:

any treatment caused by or resulting from you carrying out an illegal act
any treatment resulting from a road accident where you were not wearing a seat belt (as required by law).

Mechanical heart valves

We do not pay for the supply or fitting of mechanical heart pumps, including but not limited to ventricular assist devices and artificial hearts. Any consultations relating to these are also not covered.

Neurodevelopmental disorders

We do not pay for the treatment (including assessment) of adult or childhood neurodevelopmental disorders including but not limited to dyslexia, dyspraxia, autism, ADHD or neurodevelopmental delay without diagnosis.

Obesity

We do not pay for any weight loss treatment including treatment required as a result of obesity.

Overseas treatment

We do not pay for treatment outside the United Kingdom including evacuation or repatriation.

Pandemic and/or epidemic disease

We do not pay for treatment for or arising from pandemic and / or epidemic disease.

Personal comfort and convenience items

We do not pay for personal comfort and convenience items or services including but not limited to travel expenses, television, WIFI, telephone costs, newspapers, and guest meals.

Pregnancy and childbirth

We do not pay for any treatment related to pregnancy or childbirth, other than as specified in your table of benefits.

Screening and preventative treatment

We do not pay for any form of genetic testing or screening, health screening, health checks or preventative treatment, procedures or medical services where no disease is present.

We do not pay for treatment;

recommended because of a genetic predisposition towards developing a medical condition
recommended because of a family history of a medical condition

Please see cancer cover explained for information on preventative cancer treatment.

Sexual dysfunction

We do not pay for any treatment required due to sexual dysfunction, sexually transmitted infections or sexual problems, whatever the cause.

Speech disorders

We do not pay for treatment for or relating to any speech disorder such as stammering. However we may pay for short term speech therapy for an acute condition immediately following eligible treatment. The speech therapy must be recommended by the specialist in charge of your treatment.

Sports related injuries

We do not pay for treatment required as a consequence of injury sustained whist training for, or participating in a sport for which you receive payment or sponsorship (other than travel costs).

Transplants and adoptive cell transfer therapies

We do not pay for any transplants, adoptive cell transfer, gene therapies and/or any complications related to, or resulting from these treatments. This includes, but is not limited to CAR T cell therapy, Tumour Infiltrating Lymphocyte therapy and stem cell/bone marrow treatments. We also do not pay for:

donor costs
harvesting
storage
administration
and/or any complications/treatment arising from any of the above

Exception: we will pay for recipient costs for skin or corneal grafts when eligible for benefit

Unrecognised providers

We do not pay for treatment carried out by a provider who we do not recognise as being qualified and/or registered to provide the type of treatment you need or for treating the medical condition you have.

We do not pay for treatment with sports therapists, massage therapists, or anyone who does not meet our definition of a practitioner or complementary practitioner.

We do not pay for any treatment carried out by you, your spouse, parents or children.

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

Employer

- Deliveroo who is named as your employer

End of life care

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury

End of cover

Cover for you (the member) will end in the following situations:

if your employment with Deliveroo has come to an end for any reason
if you no longer live full time in the United Kingdom
if you pass away
if for any reason you or Deliveroo ask us to end cover
if you or any of your dependants have given us misleading information, have kept something from us, or have broken the conditions of this scheme
after you have turned 75. You will be removed from cover on the next annual renewal date following your 75^th birthday.

If your cover ends, your dependants cover will also end on the same day as your cover.

Cover for dependants will end in the following situations:

Your partner's cover will end:

after they have turned 75. They will be removed from cover on the next annual renewal date following their 75^th birthday.

if you get divorced, or your civil partnership is dissolved. Cover for your partner will end as soon as the final decree/final dissolution order has been granted.
if you no longer live together, then your partner will no longer be considered a dependant for the purposes of this scheme.

Your dependant child’s cover will end:

after they have turned 24. They will be removed from cover on the next annual renewal date following their 24^th birthday.
if they get married, then they will no longer be considered a dependant for the purposes of this scheme.
if they no longer live full time in the United Kingdom

Members must inform their HR department as soon as possible of any changes of this matter.

If treatment has been authorised, but has not yet taken place, you will be responsible for any treatment costs if the scheme then terminates or you leave the scheme.

Continuation option

As Healix Health only provides corporate group schemes, we are unable to continue your cover as an individual if you leave the Deliveroo Healthcare Scheme.

We understand the importance of your healthcare and choosing a new provider may be daunting. We work closely with two providers to provide you with the best choice possible to take your healthcare forward.

What is a continuation option?
A continuation option allows members who resign or retire from an employer that provides workplace healthcare benefits to take out their own cover. You might be eligible to take over the benefits previously paid for by the employer, however it’s not always guaranteed that any ongoing claims will be covered.

National Friendly

Who are NF?
A Friendly Society that helps its members meet their health protection needs by offering you cover through private medical insurance policies.

How do I contact them?
Call 0333 014 6244, (8am-6pm Monday to Friday). Quote HEALIX and the team will be able to obtain the best possible terms for your transition.

What do they cover?
My Private Medical Insurance policy is a flexible product that offers cover for everyone up to age 85. You can choose between guided outpatient only cover all the way through to unlimited inpatient cover.

To find out more about National Friendly visit here.

Usay Compare

Who are Usay?
The largest individual health insurance intermediary and are experts at finding the best cover for you.

How do I contact them?
Call 01285 864670 and quote HEALIX.

What do they cover?
Usay Compare will get to know your unique individual requirements, do all the hard work comparing prices and policies for you; then advise on the best and most cost-effective quote.

To find out more about Usay Compare, fill in this online form.

These terms are offered to you as a previous member of the healthcare scheme and are available for a limited time only, usually no more than 30 days from the date of leaving. It is therefore important that you act quickly to maintain continuity of cover.

Health Services Ltd is an introducer appointed representative of both National Friendly and Usay Business Ltd, who are authorised and regulated by the Financial Conduct Authority. Calls may be recorded or monitored for quality control.

How to claim reimbursement

How to claim for cash benefits

If you have received eligible treatment free of charge on the NHS you may be eligible to receive reimbursement of cash benefits as detailed in your table of benefits.

These benefits will only be eligible if the treatment received would otherwise have been eligible for benefit under your scheme.

Please note; only one cash benefit reimbursement can be claimed per admission.

In order to claim these benefits you can register your claim via the MyHealix app or by email on deliveroo@healix.com

You will need to provide the following information for a claim to be processed

a copy of your NHS discharge paperwork which should confirm the following information:
- Date of admission and discharge from the NHS hospital
- Name and date of birth of the person admitted to hospital
- Summary of the reason for admission and the treatment received
Bank details for the reimbursement to be made to
- Account holder’s name
- Sort code
- Account number

How to claim baby cash benefit

Following the birth or adoption of a child you may be eligible for a cash benefit as detailed in your table of benefits.

In order to claim this benefit you can register your claim via the MyHealix app or by email on deliveroo@healix.com

You will need to provide the following information for a claim to be processed:

A copy of the full birth or adoption certificate
Bank details for the reimbursement to be made to
- Account holder’s name
- Sort code
- Account number

How to claim reimbursement of medical expenses

If you have paid a provider directly for eligible medical services you can claim a reimbursement of these costs as long as the treatment received is eligible for cover as detailed in your table of benefits.

You will need to provide the following information for a claim to be processed:

An itemised receipt confirming the following information:
- Date treatment was received
- Details of the treatment received
- Amount paid for the treatment
Bank details for the reimbursement to be made to
- Account holder’s name
- Sort code
- Account number

Please note:

Once the claim has been confirmed as eligible by the claims team, reimbursement will be arranged via direct bank transfer.

All reimbursement claims (including cash benefit claims) must be submitted within six months of your treatment date / birth or adoption date or within 6 months of the end of the scheme year you wish to claim against - whichever comes soonest.

Additional information can be found in the payment of invoices page.

How to make a complaint

It is always our intention to provide a first class standard of service: however, we recognise that on occasions, your requirements may not have been met.

Should you have any cause for complaint, you should contact us.

How your complaint will be handled

Stage 1

You will receive a written acknowledgement of your complaint within five business days of receipt. This will include the name and job title of the individual handling the complaint.

Stage 2

Within four weeks of receiving your complaint, you will receive either:

A final response or
A holding response, explaining why we are not yet in a position to resolve the complaint and indicating when we will be making further contact (this will be within eight weeks from receiving the complaint).

Stage 3

If you have not received a final response within four weeks, by the end of eight weeks after receipt of the complaint, you will receive either:

A final response.
A response explaining why we are still not in a position to provide a final response and explaining when we believe we will be able to do so.
If we are unable to provide a final response, due to the delay which has now occurred, you may refer your complaint to the Trustees.

If, during stage 2 or 3, we issue our final response but you remain dissatisfied, you may refer your complaint to the Trustees. To do this, please set out your reasons fully in writing to the Head of Customer Delivery, asking for referral to the trustees for further consideration.

Payment of invoices

All treatment should be authorised in advance, so that we can place a guarantee of payment with your healthcare provider, subject to your benefit limits and our reasonable and customary guidelines. If you have pre-authorised your treatment, we will settle the bill (up to applicable limits) directly with your specialist, therapist or hospital. You are responsible for making sure we have all the information we need to pay your claims.

In some circumstances it may be necessary for you to pay for pre-authorised treatment yourself, and request a reimbursement from us for the cost of the treatment. In these cases please send us a copy of your receipt via email, along with your bank account details, and we will arrange reimbursement via bank transfer. All reimbursement claims (including cash benefit claims) must be submitted within six months of your treatment date or within six months of the end of the scheme year you wish to claim against -whichever comes soonest. Any claims submitted after this, will be assessed on a case by case basis, and paid at our discretion.

We will not pay for claims:

if the invoice or reimbursement claim (including cash benefit claims) is not submitted within six months of your treatment date / birth or adoption date or within 6 months of the end of the scheme year you wish to claim against - whichever comes soonest
if the treatment takes place after you have left the scheme
if you break any terms and conditions of your membership
if you incur a fee for non-attendance or late cancellations.

Requests for additional information

We may ask you to provide information to help us assess your claim. For example we may ask you for one or more of the following:

Medical reports and other information about the treatment for which you are claiming. If we request a medical report from your specialist and they charge for providing this we will pay the cost.
Original accounts and invoices in connection with your claim.
Obtain results of an independent medical examination or second opinion for which we may ask you to make an appointment with a with a specialist. We will pay for the cost of any independent medical examination or second opinion we require and we will authorise this in writing, in advance.
Provide results of any second opinion you have independently sought under the care of another specialist. On such occasions we may additionally request our own, independent, second opinion from an expert in that field to assess eligibility of cover. We will pay the costs of any second opinion we organise on your behalf, this includes the cost of the consultation and any tests undertaken as a result of that consultation.

We will liaise with you and your medical specialists throughout your treatment and will request medical information, when we deem this to be necessary for the assessment of your claim. You will be asked for your consent before we do this.

Throughout your claim we will make you aware of the options that are available to you. If your medical specialist recommends treatment, you should contact the claims helpline as soon as possible to be sure that continued treatment is covered.

Our team of case managers will assess the level of cover available to you for planned treatment within the terms and conditions of the scheme. In some instances it may be necessary to refer your claim to our specialist nurses, along with our panel of independent specialist advisors, who will advise on the level of cover available for the recommended treatment.

Duplicate cover

You must tell us if you are able to make a claim for the cost of any of your treatment from anyone else either under another healthcare scheme or under an insurance policy. For example, if you received an injury that was caused by someone else such as a road traffic accident in which you are not at fault, the scheme will only pay a share of the total costs as appropriate.

If benefits are claimed for treatment to you when the injury or medical condition was caused by a third party, the scheme shall, at its own expense, have the right to pursue such claims in any way considered appropriate in your name. You must co-operate with all reasonable requests in this respect and advise us of any amount you recover directly from the third party.

Healix privacy notice

If you would like to know more about how Healix store and process your personal data, please find our Privacy Notice by clicking here.

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

Employer

- Deliveroo who is named as your employer

End of life care

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury

Contact Us

The Healix Team

We have a team of experienced case managers and nurses available to advise and help you, who can be contacted on the helpline number below:

Tel: 0208 106 4453
Email: deliveroo@healix.com
Monday-Friday 08.00-19.00 (Excl. bank holidays)
Saturday 09.00-13.00

Telephone calls to and from our organisation are recorded for the purposes of quality and training.

Any correspondence should be sent to the following address:

Deliveroo Healthcare Scheme
Claims Administration Department
Healix Health Services
Healix House, Esher Green
Esher, Surrey
KT10 8AB

Section 9: Glossary

The words and phrases below have the following meanings. They will appear in bold in this guide, the list of 'How to Claim' in Section 4

Active treatment

- Treatment of an acute medical condition that leads to recovery or restoration of a previous state of health.

Acute condition

Annual renewal date

- the anniversary of the start date each year or any other date which we and your employer may agree to in writing.

Benefit

- the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Benefits

-the benefits for which you are entitled as an individual under the scheme subject to the terms and conditions that apply to your membership including all exclusions.

Biological therapies

Cancer

- a malignant tumour, tissues or cells, characterised by the uncontrolled growth and spread of malignant cells and invasion of tissue.

Chronic condition

Please refer to the chronic conditions exclusion.

Complementary practitioner

Acupuncture practitioners must be registered with the BMAS (British Medical Acupuncture Society), BacC (British Acupuncture Council), AACP (Acupuncture Association of Chartered Physiotherapists) or AAC (The Association of Acupuncture Clinicians)
Osteopaths must be registered with the GOsC (General Osteopathic Council)
Chiropractors must be registered with the GCC (General Chiropractic Council)

Daycase

- if you are required to occupy a hospital bed for one day, for medical reasons

Dependant

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dependants

-a member’s partner (if a member gets divorced their partner will no longer be considered as a dependant for the purposes of this scheme)

-a member’s unmarried dependent children

Dialysis

The removal of waste matter from the blood by either:

haemodialysis, (through the use of a kidney machine or dialyser)
peritoneal dialysis (by introducing fluid into the abdomen to act as a filter).

Disorder

– a disturbance of function, structure or behaviour, resulting from genetic or environmental factors such as disease, illness or injury.

Emergency

Employer

- Deliveroo who is named as your employer

End of life care

General Practitioner

- a registered medical practitioner in general practice.

GP

- a registered medical practitioner in general practice

High dependency unit

– special department within a hospital designed for patients who require advanced post-operative care and/or support for a single failing organ system.

Home healthcare

- visits from a qualified nurse to your home to give you expert/skilled nursing services under the control of a specialist.

Hospital

NHS hospital - a National Health Service hospital with facilities for medical and surgical treatment, as defined in Section 1.28 of the National Health Service Act 1977 or in any future law.

Inpatient

– if you are required to occupy a hospital bed for one night or more, for medical reasons.

Intensive care unit

– a specialised department within a hospital designed for patients who require support for two or more organ systems and/or advanced respiratory support.

Medical condition

any physical, mental or psychological disorder, including disease, illness, injury, genetic disorders and behavioural conditions.

Medically necessary

– treatment that is considered to be:

In accordance with professional standards of medical practice in the United Kingdom
Clinically appropriate, in terms of type, frequency, extent, site and duration of treatment
Required for reasons other than the comfort or convenience of the patient or specialist.
Provided at an appropriate facility, in an appropriate setting and at an appropriate level of care for the treatment of the patient’s medical condition.
Provided only for an appropriate duration of time.
No more costly than an alternative treatment at least as likely to produce the same therapeutic or diagnostic results.

Member

- an employee covered under the scheme.

Members

- an employee covered under the scheme.

Mental health condition

- a disorder that affects your mind, mental function, emotions or behaviour whether the cause is organic, traumatic or reactive.

Outpatient

- if you do not require a hospital bed for your treatment or consultation.

Palliative care

– treatment that is aimed at slowing the growth of cancer and relieving side effects and symptoms of the treatment/disease.

Partner

- a member’s spouse, or the person the member lives with in a relationship similar to that of spouse, regardless of their gender.

Physiotherapist

- a physiotherapist regulated by and registered as practicing with the Health Professions & Care Council and recognised by us.

Pre-existing condition

- any medical condition for which, in the five years before you joined the scheme:

you have received medication, advice or treatment, or
you have experienced symptoms whether the condition was diagnosed or not.

Private ambulance

- a purpose-built vehicle run by a recognised private ambulance service.

Prosthesis

style="margin: 0cm 0cm 0pt; line-height: normal;">– an artificial body part or device which is inserted during surgery.

Psychological therapist

we recognise the following as psychological therapists.

a psychologist who is:

Registered with the Health and Care Professions Council (HCPC);
Registered with the British Psychological Society (BPS) as a chartered Psychologist

a therapist who is:

An accredited member of the British Association of Counselling and Psychotherapy (BACP); or
An Accredited Member of the British Association for Behavioural and Cognitive Psychotherapies (BABCP); or
An Accredited Member of Scotland’s Professional Body for Counselling and Psychotherapy (COSCA); or
A practitioner who is registered with the United Kingdom Council for Psychotherapy (UKCP)

Registered nurse

- a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Related condition

- any medical condition which is reasonably considered to be related to another medical condition.

Specialist

- we consider a specialist to be:

a medical practitioner with full current registration with the General Medical Council or
a dentist with full current registration with the General Dental Council

and

a specialist in the treatment you are referred for (this is applicable to all specialities including anaesthetics and psychiatry)
has a certificate of Higher Specialist Training in their specialty that is issued by the Higher Specialist Training Committee of the appropriate Royal College or Faculty
is or has been a National Health Service consultant or dentist
has been recognised for benefit purposes as a specialist by Healix.

Start date

- the date the scheme starts as shown in the scheme schedule.

Surgical appliance

– an artificial device or an artificial body part which is a necessary part of your treatment or surgery - for example a knee brace after you have had ligament surgery.

The Scheme

- The Deliveroo Healthcare Scheme

Practitioner

- practitioner recognised by us and registered with the Health and Care Professions Council as:

an occupational therapist
an orthoptist
a podiatrist
a speech and language therapist
a dietician or;
a nurse who is on the register of the Nursing and Midwifery Council (NMC) and holds a valid NMC personal identification number.

Treatment

Treatments

Trust Deed

- the trust deed (including the rules of the scheme) constituting the healthcare scheme, as amended from time to time.

Trustee, Trustees

- any trustee or trustees for the time being of the healthcare scheme.

United Kingdom

- England, Scotland, Wales and Northern Ireland.

Waiting Period

- a specified period of time that must pass before a benefit becomes eligible. The waiting period is calculated from the joining date of the scheme.

We, Us, Our

- Healix Health Services Ltd, Healix House, Esher Green, Esher, Surrey KT10 8AB.

You, Your

- the eligible member and their dependants, if eligible.

Gender Dysphoria

- The distress experienced as a result of the mismatch between the biological gender and the gender identity.

Gender Incongruence

The mismatch between the biological gender and the gender identity. For example, transgender or non binary individuals.

High risk activity

Scheme

- your employers Corporate Healthcare scheme, of which you are a member

Pandemic

The fast spread of infectious disease to a large number of people in a given population within a short period of time, normally weeks.

Epidemic

more cases of a disease than would be expected for that disease in that area at that time

Neurodevelopmental disorders

Diagnostic

- outpatient and daycase diagnostic tests included but not limited to scans, blood tests and diagnostic procedures

- outpatient and daycase tests or investigations used to reach a diagnosis of an illness or injury