Help and support
Payment queries
Can you provide a breakdown of my cover?
Yes. You can find this in MyVhi. Once you log in, select ‘Policy Documents’. Here, you will find details of all benefits on your plan.
If you have chosen to review your documents in the post, then these will be delivered to you approx. 30 days before your policy is due for renewal.
I missed a direct debit payment. Can I pay by card or what is the process?
It will be automatically re-submitted for payment approx. 13 days after the initial attempt.
When a direct debit is rejected by your bank, we re-submit for payment 13 calendar days from the date the bank notifies us of the rejection. There is no option to pay by card, while there is a direct debit attached to your policy. Please ensure you have sufficient funds in your account to cover the payment.
I am leaving my group scheme. Can I keep the same policy?
Call us on 056 444 4444 to make this change. Once this is done, you will be issued an invoice detailing the amount owed, and that already paid. Depending on your preference, you will receive the invoice in MyVhi or in the post.
What happens to my policy if I leave my employers group scheme?
Depending on your group scheme, you may have up to three options available:
- Take over the payment of the policy yourself and continue with no changes to your cover. This option is available to you if you are on a deduction Group Scheme, whereby you pay for your policy in full through your salary.
- Take out a new 12 month contract from that date at a level of cover of your choice.
- Cancel your policy from the date that your policy is paid up until by your employer.
To discuss these options, you can call us on 056 444 4444. Our phone lines are open Monday to Friday, 8am to 7pm and Saturday, 9am to 3pm.
What is Lifetime Community Rating (LCR)?
LCR is a 2% charge by the government on your plan from the age of 35, if you have not had private health insurance prior to this. It applies to health insurance you purchase from any provider. For example, if you take out health insurance for the first time at 40, you will pay 12% more for your policy. You will get credit if you’ve had health insurance as an adult, with breaks in the past – see our our LCR page.
Further details are available from the Health Insurance Authority (HIA). The HIA is the statutory regulator of the private health insurance market.
Are there young adult rates?
Yes. Young adult rates are available to those aged 18–25 years. Those aged 0-17 years are charged at a child rate. Full adult rates apply to those aged 26 years and over. You can get a quote on vhi.ie
What is TRS & BIK?
The State provides tax relief on health insurance. You do not have to do anything, as we apply this to your policy for you. This reduces the overall cost of your premium, otherwise known as Tax Relief At Source (TRS). TRS is applied to all Vhi healthcare policies.
The relief available depends on the type of policy you have:
Adult policy
Relief available is equal to the lesser of either:
20% of the cost of the policy
20% of €1,000 (equal to a credit of €200).
Child policy
Relief available is equal to the lesser of either:
20% of the cost of the policy
20% of €500 (equal to a credit of €100).
For the purposes of this relief, a child is any individual under 21 years of age.
You can find further details on TRS from Revenue.
Subsidised policies
If your employer is subsidising part or all of your policy, this is a non-cash benefit of monetary value that you are receiving. This is called Benefit in Kind (BIK) and is treated as taxable income by Revenue. Tax is deducted from your pay by your employer based on the value of the benefit. Further details are available on this from Revenue.
Do I need a Confirmation of Cover letter to update LCR payments?
Yes. The fastest way to get this is by requesting it from your previous insurance provider. All health insurers are legally obliged to provide this on request. This confirms the duration and type of cover that you had. Previous renewal documents are not accepted in lieu of this.
Can I set up a Direct Debit?
Yes. You can do this a number of different ways, including:
Online
Log in to your MyVhi account and select the section called ‘My Policy’. You can choose to add or amend a direct debit here.
Post
If you prefer to post this update to us, here is the mandate. Simply complete, sign and return this to us at:
Vhi Healthcare, IDA Business Park, Purcellsinch, Dublin Road, Kilkenny.
Phone
If you would rather do this over the phone, you can call us 056 444 4444, Monday – Friday 8am – 7pm and Saturdays 9am – 3pm. Please note that we will need to speak with the bank account holder.
Can I change the date of my direct debit?
Yes. Just call us on 056 444 4444 to do this.
My policy has been cancelled. Can I reactivate it?
Yes, if this is within 13 weeks of the cancellation date. In order to do this, you must pay the arrears which is from the date of cancellation to the present date. Call us on 056 444 4444 to discuss.
Over 13 weeks
If the date on which your policy was cancelled has passed 13 weeks, you will not be able to reactivate your policy. To have health insurance, you will need to set up a new policy which you can do with us online.
Arrears
If you do not wish to pay the arrears, which is to cover the period from when your policy was cancelled until the current date, you will not be able to reactivate your policy. You can purchase a new policy with us online.
It is important to note that a break in cover will mean that you are subject to elements applicable to new members, like waiting periods and LCR loadings, depending on your age.
How can I claim a premium waiver refund?
Call us on 056 444 4444 with your account BIC and IBAN, Monday to Friday, 8am to 7pm and Saturday 9am to 3pm.
With a reduction in customer claims in 2021 due to Covid, Vhi waived a portion of the premium for certain plans, returning money directly back to members. Here is Vhi’s guide to premium waivers.