Frequently Asked
Questions

Swan Protect is a trading name of Stonebridge Cover Limited. We help individuals, families and businesses understand and compare private health insurance options.

No. Swan Protect is not the insurer. The insurer is the company that underwrites and provides the insurance policy. Swan Protect helps you compare options and, where appropriate, arrange cover.

The legal company name is Stonebridge Cover Limited. Swan Protect is the trading name used for health insurance and protection services.

Swan Protect is a trading name of Stonebridge Cover Limited, which is [authorised and regulated by the Financial Conduct Authority / an appointed representative of an FCA-authorised firm]. Firm Reference Number: [insert FRN].

[Option A - advised service]: We provide advice based on the information you give us and recommend a policy that is suitable for your stated needs.

[Option B - non-advised comparison]: We provide information and comparison support to help you make your own decision. We do not provide personal recommendations unless clearly stated.

Yes. Requesting a quote is free and there is no obligation to proceed.

We usually need your contact details, postcode, age, who you want to cover, your cover preferences, whether you already have a policy and whether there are any medical history considerations that may affect underwriting.

No. Requesting a quote does not change or cancel any current policy.

In many cases, a short call helps us understand your needs properly. If you prefer email first, tell us on the quote form.

We aim to respond as soon as possible during working hours. Response times may vary depending on enquiry volumes.

Private health insurance helps pay for eligible private medical treatment. It can include private hospital care, specialist consultations, diagnostic tests, cancer treatment, mental health support and digital GP access depending on the policy.

No. It works alongside the NHS. You still use the NHS for emergencies, A&E, chronic condition management and services not covered by your policy.

Usually no. In a medical emergency, call 999 or go to NHS Accident and Emergency.

An acute condition is a medical issue expected to respond to treatment and improve. Private health insurance is mainly designed for acute conditions.

Usually no. Chronic, ongoing or long-term conditions are generally excluded from private health insurance.

Most major health insurance policies include cancer cover, but the level of cover varies. It is important to check whether the policy covers diagnosis, treatment, drugs and follow-up care.

Some policies include mental health support as standard. Others require an add-on. Cover can vary significantly between insurers.

Outpatient cover usually includes specialist consultations, diagnostic tests and follow-up appointments where you are not admitted to hospital.

Yes. It is one of the most important areas to check because some insurers include it as standard and others make it optional.

You may still be able to get a policy, but treatment connected to a pre-existing condition may be excluded or assessed separately by the insurer.

Moratorium underwriting means you do not normally provide full medical details upfront. Instead, the insurer checks relevant medical history if you make a claim.

Full medical underwriting means you provide your medical history before the policy starts, and the insurer confirms exclusions in writing.

It depends on your situation. Moratorium can be simpler, while full medical underwriting can give more certainty upfront.

Yes. You must answer insurer questions accurately. Incorrect or incomplete information may affect claims or the validity of cover.

Your insurer will send a renewal invite before the next policy year starts. The price may change because of age, medical inflation, claims history, postcode, cover level, excess, hospital list or insurer pricing changes.

Not always. It is sensible to review whether your policy still meets your needs and whether the price remains competitive.

Swan Protect can review your renewal, explain any changes to your cover, compare alternative options and help you understand whether switching may or may not be suitable.

No. Switching can affect underwriting, pre-existing condition treatment and continuity of cover. We help you understand the risks before making a decision.

We can review options such as excess level, hospital list, outpatient limits and alternative insurers. The aim is to find suitable value without creating important gaps in cover.

Business health insurance is private medical insurance arranged by an employer to help cover eligible private treatment for employees.

Yes. Small businesses, owner-managed companies and growing SMEs can arrange cover for directors, key employees or wider teams.

Yes, many businesses choose to cover directors or selected employees rather than the whole workforce.

Some insurers allow dependants to be added. Rules and costs vary by provider.

It may be treated as a benefit in kind. Employers and employees should check the tax position with an accountant or tax adviser.

If you take out a policy through us, we may receive commission from the insurer. The amount may vary depending on the insurer and product selected.

In many cases, broker-arranged policies are not more expensive than going direct, but this can vary. We will explain how we are paid before you proceed.

[Option A - no customer fee]: We do not normally charge you a fee for arranging health insurance. We may receive commission from the insurer.

[Option B - fee possible]: We may charge a fee in certain circumstances. If a fee applies, we will tell you clearly before you proceed.

Yes. You can ask us for information about the commission we receive in relation to your policy.

You can complain by phone, email or post. Please include your name, contact details, policy details where relevant and a clear explanation of what has gone wrong.

We will acknowledge your complaint promptly. For most complaints, a final response should be issued within eight weeks.

If you are unhappy with the final response, or if you do not receive a final response within the relevant time limit, you may be able to refer your complaint to the Financial Ombudsman Service.