We are aware that the third party responsible for the cyber incident has now illegally released online a small set of Accuro data that was obtained in the Mercury IT cyber incident.
We believe that this represents all of the data that was accessed in the incident and that the data is from our commercial and management files, which largely contain financial information relating to Accuro. We are in the process of working with our cyber and IT advisers to analyse this data to identify what personal information it contains. We know that there is some limited member and adviser information within some of these files.
We want to reassure you that at this time we have no evidence that this information has been misused. If we discover any personal information that places you at potential risk, we will directly contact you with the specific steps you can take to protect your information from misuse
Is my health insurance policy still current?
Yes, even if we haven’t been able to take your normal payment, your cover will remain in place unless you ask us to cancel it.
How do I seek pre-approval without the online member portal?
You can email your pre-approval to firstname.lastname@example.org. Please put “pre-approval” and your membership number in the subject field of the email.
We are prioritising all pre-approval requests.
What’s happening with my Pre-approval?
We are prioritising the assessment of pre-approvals to give you certainty of cover under your policy. These will be prioritised based on the event date of the upcoming procedure, treatment or consultation. Those with a date within the next week will take the highest priority. Please make sure to include “pre-approval” and your membership number in the subject field of the email.
Will my claim still be actioned?
Yes, we are continuing to process claims but the process is slower than usual. We are prioritising pre-approvals as well as claims that members have paid for themselves. If your health provider wishes to follow-up an invoice that you have already sent us, please direct them to contact us directly at email@example.com.
Unless urgent, please be patient, as your claim will be processed. Contacting us about the status of your claim will unfortunately slow the process down further.
What is happening with my premium payments?
Please see our update on Accuro premium payments.
Regardless of when we process your next premium payment, you continue to be covered under your current Accuro policy.
Are my Credit Card details safe?
Member credit card details are stored in a specialist system called IP Payments which has not been impacted by this event.
Why can’t I get into the online member portal?
The online member portal is hosted by our external provider and has been impacted by this incident. The member portal is currently unavailable and we request your patience as we work towards a solution.
We are prioritising the assessment of pre-approvals to give you certainty of cover under your policy. Please make sure to include “pre-approval” in the subject field of the email.
Can I still get a quote and apply to join Accuro?
At this point in time, we are currently unable to offer quotes or accept applications.
We hope to have these services up and running shortly and will update this information page when they are available.
Why does the online quote tool not work?
The quote tool is hosted by our external provider which has been impacted. The quote tool is currently unavailable and we request your patience as we work towards a solution. We hope to have this service up and running shortly and will update this information page when it is available.
Can I still make changes to my policy?
Yes, you can still make changes to your policy. However, some changes may need to be enacted once we have access to our system. Send an email with your change request to firstname.lastname@example.org and we will email you confirmation once it has been actioned.
Can I cancel my policy as of a certain date?
Yes, we can cancel your policy. Send an email to email@example.com and this will be processed from your last paid up to date. We will email you confirmation of this once it has been actioned.
Questions About Accuro Premium Payments
For information on Accuro premium payments, please see our page here.
When will my direct debit be taken?
If you pay your premium weekly or fortnightly, your direct debit will be taken on your next scheduled payment date on or after Monday 19 December.
If you pay by any other frequency, and a previously scheduled payment has not been taken, your account will be debited on or after Monday 19 December and then your normal payment schedule will resume.
If your regular payment date is between the 20 – 29th of the month and your last payment went as usual, your payment schedule remains unchanged.
Please note that we are not yet able to resume payments for all members who pay by direct debit. More information can be found here.
How much will be taken?
You will be charged the same amount as your last payment. As our core operating systems remain down, we are unable to accurately calculate your most recent premium. Any difference in premium owed will be reconciled in the new year.
I have had a policy anniversary since 30 November, what will my next charge be?
You will be charged the same as your last payment to Accuro. Please be assured that your level of policy cover remains up to date and unaffected by the cyber incident. Any difference in premium owed will be reconciled in the new year.
My premium is lower than expected.
As our core systems remain down, we are unable to accurately calculate your most recent premium. Instead, the premium owing is same amount as the last payment. Any difference in premium owed will be reconciled as soon as our systems are fully operational.
Am I covered for changes I made to my policy if my premium hasn’t updated?
Yes. Your policy and cover is up to date with any changes you have made. As our core operating systems remain down, we are unable to accurately calculate your most recent premium based on any changes that occurred after 1 November. We will contact you about any difference in premium owing in the new year.
Am I still covered for the period where my premiums weren’t taken?
Yes, you are still covered by your current policy. Any missing premiums will be reconciled as soon as our systems are fully operational.
When will you charge me any outstanding premium?
We will contact you once our systems are fully operational to resolve any difference in premium that is owing. We are unable to confirm an exact date at this time but will provide a reasonable notice period.
You still haven't taken my direct debit payment, when will this happen?
We are currently unable to resume direct debits for the following members:
- Those who have decreased their level of cover since their last payment (e.g. removed a person or plan or increased their excess level)
- Members who have cover through association with an Accuro workplace health insurance scheme (e.g. their partner, parent or family member has Accuro health insurance through their work) that they pay for themselves
- Members who joined Accuro on or after 1 November 2022
- Members who made changes to their policy after 1 November
We will be in touch with you directly as soon as possible about re-instating your direct debit payments.
Since I can’t make payment by direct debit, is there another way to pay?
Yes, please email us at firstname.lastname@example.org or call us on 0800 222876 to discuss your options.
Equally, if you are unable to make the payment on Monday 19 December, please get in touch.