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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 four 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.

Hopefully your employee will return to work before the end of the qualifying period, but if they don’t, just let us know with as much advance warning as possible. That way we can put together a potential new claim and ensure everything continues to run as smooth as possible.

Starting a claim

We’ve used our experience to create a process that works as effectively for our customers and their employees, prioritising their return to work and future improvement in health.

  • If your employee is on long-term leave, due to ill health, let us know. 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 your employee for more information and so they can complete a health questionnaire.
  • Our clinical team offer help and support to your employees, working alongside their GP to put together appropriate treatment plans.
  • The rehabilitation case manager will stay in contact with you throughout any treatment and when your employee is able to return to work their case manager will help put together a return-to-work plan.

We provide a personal service to you and your employees. No one wants to spend time filling out claim forms if they’re not feeling well or are 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 to make claims run 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 and we work with organisations to offer specific support in particular circumstances, such as long-term absence due to cancer.

There are a number of factors that we think make our claims process stand out, in terms of helping your employees recover and return to work.

  • Dedicated rehabilitation case managers. Our claims consultants and rehabilitation staff will be on hand to offer as much support as possible to your employees, with our focus being on providing assistance with recovery and practical support.
  • Management reporting. We offer claims tracking and reporting services, which helps to keep you updated and consulted.
  • 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. Or read our Group Income Protection Claims brochure (PDF 2,260KB) for more details.

WC01785 02/2015

Contact us

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

0800 145 5684

Monday to Friday
9.00am - 5.00pm

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