‘ Value-add ’ or ‘ must-have ’? The right way to talk about claims support .
Phil Deacon Head of Claims Guardian
Last month Guardian revealed it ’ s working with neurological support service , Krysalis Consultancy , to launch their new ‘ Neuro Logical ’ support package to the life and health insurance sector . Introducing the partnership on stage at December ’ s Protection Review , we ’ re delighted to play our part in bringing such an important service to the industry .
In my role as Head of Claims at Guardian , I can ’ t stress enough just how crucial the protection industry is to people ’ s lives . And I don ’ t just mean in terms of providing peace of mind and financial resilience . Yes , that ’ s clearly important . But it ’ s at point of claim that our industry really comes into its own . When your team talk every day to claimants and help them through the toughest of times , you realise a claim isn ’ t just about the money – it ’ s about so much more .
The life and health insurance sector is part of a much bigger picture . From preventative to palliative care , in the UK we ’ re seeing a growing healthcare gap . From a global perspective , our National Health Service is one of the world ’ s most generous , free at the point of care . But society ’ s changing and it ’ s been changing for decades . People live longer lives , and the number living with chronic conditions has increased . And that ’ s before the impact of the pandemic . The healthcare system is under increasing strain .
At risk of falling between the gaps is the specialist support for people diagnosed with a critical condition or illness . These support services make such a major difference to individuals ’ lives , but fall down the priority list when a system is under pressure . In my view this is where our sector needs to step up . Insurers can , and should , provide access to this sort of specialist support and expert advice whenever they can . It ’ s not a valueadd . It ’ s a must-have . It ’ s our promise to the customer . To be there for them if the worst happens .
Our experience shows that approximately 15 % of all critical illness claims are for claims related to neurological conditions , whether that ’ s stroke , brain injury or Parkinson ’ s etc . When these life-changing illnesses are diagnosed , or a brain injury happens , claimants and their families are devastated . Their lives have changed beyond recognition . They often need help with basic daily routines and relationships . Their families don ’ t know where to turn . They need guidance and support from experts .
This is not just the case with neurological conditions . Whatever the diagnosis sitting behind a critical illness claim , every claimant ’ s needs are unique . This belief sits behind the design of our claims service , HALO . This is Guardian ’ s bespoke approach and we describe it as our claim concierge service . Our claims team listen and provide claimants with the support they need , whatever that may be . We already partner with some well-recognised support services to help deliver this – RedArc and Legacare . With the addition of Krysalis , our claims support can be even more tailored for those with neurological conditions .
Krysalis Consultancy ’ s philosophy sits perfectly with what we believe at Guardian . Their occupational therapy service transforms the wellbeing of those impacted and helps with rehabilitation . Together we aim to help claimants live their best life possible following their diagnosis . We ’ re so proud to be a pioneer of this new , and vital , neurological support service within our industry . This , in our view , is far from being a value-add . It ’ s a must-have .
28 | THE PROTECTION ADVISER