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Making a claim

If one of your employees needs to make a claim, we'll try to make sure that it causes as little disruption to your business as possible. We advise you to let us know about any term of absence exceeding 4 weeks. This is because our experience, supported by clinical research, has shown that working with employees at an early stage of absence is more likely to result in a successful return to work.

You may expect your employee to return before the end of the Group Income Protection qualifying period, but by letting us know in advance, we can also prepare for any potential claim. We know you could be dealing with increased administration due to absenteeism. We'll do everything we can to help things go smoothly.

Starting a claim, encouraging recovery…

We've used our experience to create a process that works as effectively as possible, prioritising the return to work and improvement in health:

  • Let us know that your employee is on long-term leave for ill health, after 4 weeks absence. This is particularly important for stress-related conditions and musculoskeletal injuries, as we can often intervene with rehabilitation measures that may help improve the recovery time.
  • We'll assign a dedicated rehabilitation case manager to your employee, and talk to you about any additional support that could help them. We'll also agree when the next review of your employee's circumstances should take place.
  • If rehabilitation support is appropriate, then we'll ask you to complete a questionnaire over the phone. We'll also ask for consent to speak to the employee for more information and to complete an employee questionnaire.
  • Our clinical team will offer support where appropriate, and we'll seek approval from your employee's GP for any proposed treatment plans.
  • The rehabilitation case manager will stay in contact throughout any treatment. But when your employee can return to work, the case manager will help put together a return-to-work plan. This could include a gradual phasing of duties, changes to hours or responsibilities, or even retraining requirements. If our proposed plan suggests any of these activities, we'll stay in regular contact and work with you to make sure this is viable for your business.

Our service is personal. We'll let you, and your employees, know what you need to do by when. No one wants to spend time filling out claim forms if they're not feeling well or really busy, so we'll do our best to collate as much information as possible on your behalf.

We'll always combine the most appropriate intervention measure and rehabilitation techniques to encourage a rapid recovery. This could help to reduce the costs involved for your business, such as overtime, sick pay, extra resource costs and reduced productivity.

Using our expertise, making claims go smoothly…

The staff in our claims team are all trained to handle the emotional complexities of a Group Income Protection claim. It can be a stressful time for all concerned. All of our rehabilitation case managers are British Association for Counselling and Psychotherapy registered counsellors. We also work with organisations to offer specific support in particular circumstances, such as long-term absence due to cancer.

But there are a number of factors that we think make our claims process stand out, in terms of helping your employees to recover and return to work whenever possible…

  • Dedicated rehabilitation case managers. Our claims consultants and rehabilitation staff will be on hand to offer as much support as possible to your employees. Our focus is on providing assistance with recovery, and practical support for your employees.
  • Management reporting. We can give you a claims tracking and reporting service, which keeps you updated and consulted throughout.
  • Telephone claims. All of our Group Income Protection claims are handled over the phone, which helps us to minimise delays collating information from your employees.

We've included more details about claims in our FAQs about Group Income Protection page. You could also read our Group Income Protection Claims brochure (PDF 1,034KB) for more details.

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Contact us

Talk to us. We're happy to help. Call:

0845 300 4452

Monday to Friday
9.00am - 5.00pm

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