Reassura Guide to Test and Trace

We are getting an increasing number of calls about the Governments new “Test and Trace Service” and how to tell if it is real or a scam. There seems to be a lot of confusion between the “Test and Trace” programme and the “NHS’s new contact tracing app”. The test and trace programme works as follows:

  • If you develop symptoms – self isolate with other members of your household and order a test by either calling 119 or click here
  • If you test positive – continue to self-isolate and the NHS test and trace service will send you a text, email alert or call you with instructions on how to share details of people with whom you have recently had contact, if contacted please do this as soon as possible
  • If you are contacted by the NHS test and trace service – because you have been in close contact with someone who has tested positive, this will be by text, email, or phone call. You should then log onto the NHS test and trace website or speak to the service on what to do.
  • Read more – the Government website has full details of this


The above is separate to the NHS contact tracing app which is a smartphone-based app which is currently being tested on the Isle of Wight only. The app only works for those who download it onto their smartphones. The app does not ask you for any personal information other than the first part of your postcode and your phone make and model. Any app users who then test positive for Covid will allow the app to notify all other users that have been in close vicinity and should self-isolate. Any app users who are worried about scams should read our recent Scam Alert which has tips on how to stay safe.

Ok, now we understand the difference between “Test & Trace” and the “Contact Tracing App” here are some general tips on staying safe around Covid related notifications:

  • Being asked for financial info? – Genuine contact tracers will never ask for any financial info such as credit card or bank details
  • Read more – about the app on the NHS website
  • Personal means private! – Do not divulge personal details unless you are certain who you are talking to
  • Report it! – If you receive a fake text message you can report it to your mobile provider by forwarding to 7726
  • Still Unsure? – Join Reassura 0800 888 6400 and one of our fraud advisors will help you to stay safe
  • To report a fraud – and receive a police crime reference number call Action Fraud on 0300 123 2040 or use their online fraud reporting tool


Stay healthy and stay safe.