Using Your Policy – Telephone GP Services Explained

Many private medical insurance (PMI) policies include access to a built-in telephone GP service. This allows policyholders to speak to a qualified GP by phone or video—often from anywhere in the world—without needing to visit a doctor in person. Whether you need advice on a minor illness, help with a prescription, or a referral to explore something further, this type of service can offer a convenient way to manage everyday health concerns.

Access Around the Clock

Many telephone GP services now operate on a 24/7 basis, which can make it possible to speak to a GP at a time that fits around other commitments, including evenings and weekends. Depending on the insurer and the specific policy, same-day appointments may also be offered. This type of flexibility can support both employers and employees—potentially helping to reduce time away from work and offering access to GP consultations outside of typical working hours. As with all policy features, availability and access may vary depending on the provider and the specific terms of your policy. For more information, it’s best to review your insurer’s policy documents or contact them directly for clarification.

Booking an Appointment

Booking a telephone or video appointment is typically done through an app linked to your insurance provider. After downloading the app from your phone’s app store, you’ll usually be asked to register using your policy details and membership number. Once registered, you can log in and choose an available time for your GP consultation.

The apps are generally designed to be user-friendly and offer clear appointment options. Some policies may offer both telephone and video consultations—again, details can vary, so it’s always best to check your specific insurer’s process.

During the Appointment

When your appointment time arrives, a qualified GP will get in touch—usually by phone or video call. You’ll have the opportunity to explain your symptoms, ask questions, and get clinical advice. If appropriate, the GP may suggest a private referral for further investigation or treatment. It's important to remember that any referral would still need to meet the eligibility criteria of your policy, and what’s covered will depend on the insurer's terms and conditions.

Sharing the Service with Employees

For those managing employee health schemes, it may be helpful to raise awareness of this service within your team. Some brokers or insurers provide materials—such as digital flyers or guides—that explain how to register and book appointments, making it easier for members to make use of this benefit. Encouraging staff to use this feature can help them access healthcare support—often outside of standard working hours—without needing to take time off.

Included in Many Policies

In many cases, the telephone GP service is included as part of the core cover within a private medical insurance policy, meaning it is automatically available to you. It is generally provided at no additional cost, allowing members to use it as needed. However, it’s always a good idea to confirm this by reviewing your policy terms.

In Summary

While NHS services remain essential, it’s not always easy to get a GP appointment quickly. A telephone GP service can offer an alternative that’s fast, flexible, and accessible. It’s particularly useful for straightforward medical concerns or getting quick access to referrals or private prescriptions—depending on what your policy allows.

If you have questions about how this feature works within your policy, or need help understanding how to access it, contacting your insurer or a regulated broker is a good place to start. They can help explain what’s available to you and how to make use of the services included in your cover.

Disclaimers:

Disclaimer 1: The information provided in this article is accurate as of April 13, 2025. However, all details are subject to change in the future based on updates to insurer terms, market conditions, or regulatory changes. For the most up-to-date information, please contact a broker or your insurer directly.

Disclaimer 2: The information provided in this article is intended for educational purposes only and should not be used as specific advice for any individual insurer or policy. For details regarding your specific policy, always refer to your insurer’s policy documents or contact a broker or your insurer directly for personalised assistance.