Help and Support
This digital guide gives you easy access to benefit information. FYB Flex has more details about all of the benefits on offer and other policies at American Express. If you need more specialist support, you can find contact details here.
FAQs
What happens if I don’t select any benefits?
If you don’t go online during the annual enrolment window and take a look at what’s on offer, you won’t be able to choose or change your benefits until the next selection window or when you experience a qualifying Life Event. You will receive your core benefits only.
Some benefits can only be selected during annual enrolment:
- Healthcare
- Health Assessments & Screenings
- Dental
- Life Assurance
- Critical Illness
- Holiday Buy and Sell
The following benefits can be selected during the monthly windows (4th to 28th):
- Workplace Retirement Account contributions
- Cycle to Work
- Childcare Vouchers
What is Salary Sacrifice?
Salary Sacrifice is an agreement to trade some of your basic salary in return for benefits of the same value. Your basic salary will be reduced by the cost of benefits you select, such as pension contributions or Cycle to Work vouchers.
The advantage of this is that you may save Income Tax and National Insurance. It is a change to your terms and conditions regarding your pay and benefits, so you should carefully consider this before signing up. Find more information in the Salary Sacrifice decision guide.
What is a Life Event?
You have an annual benefit selection window to review, renew and make your choices for the year ahead. If your circumstances change during your benefit year and you experience a Life Event, you can request a change outside of this window to certain benefits.
Life Events include getting married or divorced, becoming a parent, a significant change of hours or salary or suffering from bereavement.
If you are unsure whether your situation constitutes a Life Event, check online or contact the FYB Flex helpdesk.
FYB Flex helpdesk
If you need any support, have a chat with the benefit experts at our FYB Flex helpdesk.
Call 0203 893 1116 (8.30am to 6.00pm, Monday to Friday) or email helpdeskEMEA@darwin.com
Please note that the FYB Flex helpdesk cannot offer financial advice. Should you require specific financial advice, you are strongly urged to seek independent help and support. You can search for a local financial advisor via unbiased.co.uk
Escalations, Complaints & Feedback
FYB Flex hold full benefit information including terms & conditions, any exclusions and rules related to the benefits provided.
Please contact the FYB Flex Helpdesk should you encounter a problem or have a question related to any benefit information held on FYB Flex.
If you have a question, complaint or need support related to a specific benefit please contact the benefit provider direct in the first instance using the contact details provided in this guide.
If you have feedback related to your benefits or wish to escalate a complaint which has not been resolved by our benefit providers please contact the Colleague Service Center.
The American Express UK Benefits Team can then escalate complaints for further investigation with our benefit providers to ensure that the services have been provided in line with the terms and conditions of the benefit or trust arrangement. American Express cannot overrule decisions that have been made by our benefit providers that are in line with the rules, terms & conditions of the benefit.
Contact details
Smart Spending
Call: 0203 780 1891
Healthy Living Hub - (HCA)
Call: 01273 668 039 (Option 4)
Email: healthylivinghub@aexp.com
Visit: Wellness & Prevention page
Your Dental Plan with Bupa for 2025 Claims
Bupa (Scheme 55316156110)
Call: 0800 237 777
Email: dentalmemberservices@bupa.com
Monday to Friday 8.00am to 6.00pm and on Saturday from 8.00am to 1.00pm
Your AXA Healthcare Scheme
AXA Health (Scheme 89538)
2025 App Access Code: A736626
Call: 0800 169 3968
Visit: Axa Health Portal
Virtual GP Service
Doctor Care Anywhere from AXA Health
Visit: www.doctorcareanywhere.com/what-we-do/
Call: 0333 088 4980
Financial Well-being
Visit: Nudge
FYB Flex UK related queries
Call: 0203 893 1116
Email: helpdeskEMEA@darwin.com
Benefit Escalations
The FYB Flex helpdesk and our benefit provider partners should be able to answer your benefits questions and will do all they can to help resolve any issues. Should this not be the case, please contact the Colleague Service Center who will be able to assist and direct your query to the relevant team.
At work: The Square | FYB Flex UK Anytime on any device: fybflexuk.com
This guide is designed as an aid to understanding. Every effort has been made to ensure accuracy in the guide, however FYB Flex is the system of record for benefit information and rates. Benefit providers may amend terms & conditions related to each benefit.