Missed Appointment (Medical)
A GP, dentist, physiotherapist, or other healthcare provider confirmed a Gera-booked appointment and then failed to attend, cancelled at short notice, or kept the patient waiting beyond a reasonable period without explanation.
£150
2 days
48 hours
This is a limited service guarantee, not insurance. Gera Services Ltd is not regulated as an insurer. Claims are capped and resolved through Gera mediation.
Eligibility Criteria
All of the following must be true for a claim to be considered:
- Appointment booked through a Gera platform with a signed action receipt
- Provider held an active Gera Services Passport
- Provider cancelled with less than 4 hours notice, did not attend, or delayed over 45 minutes without communication
- Claim submitted within 24 hours of the scheduled appointment time
What Is Not Covered
Exclusions specific to this claim type:
- Emergency clinical situations that required the provider to attend another patient urgently
- Patient cancellations or reschedules within 24 hours of the appointment
- Clinical outcomes — this warranty covers service delivery, not medical results
- Appointments rescheduled at the patient's own request
How to Make a Claim
Follow these steps in order. Evidence must be submitted within the claim window.
- 1
Open the appointment receipt in your Gera account
- 2
Tap "Raise a concern" and select "Appointment not fulfilled"
- 3
State the time you arrived or were available and what happened
- 4
Gera reviews within 24 hours and contacts the provider
- 5
You receive a rebooking priority slot and, if applicable, a capped refund of the booking fee
Ready to raise a claim?
Log in to your Gera account and open the relevant action receipt.