Aviva launches RED ARC benefit for critical illness customers

Article date: 18 March 2013

  • Independent Care Advisory Service Available To New Customers

Aviva has today introduced a value added benefit for new critical illness customers, providing them with access to RED ARC independent care advisory service at the point of claim. The service is available at no extra cost to all new critical illness customers who apply through financial advisers from 18 March 2013.*

Critical illness claimants will have access to two invaluable services through RED ARC. As well as having access to practical guidance and emotional care provided by trained nurse advisers, customers will also be able to get a second medical opinion about their condition. Families who make child CI claims on their policies will also have access to RED ARC.
Telephone support from a dedicated nurse adviser
Designed to complement mainstream medical treatment, the telephone support service is operated entirely by qualified nursing staff who have experience of working in care. It is designed to help individuals deal with the emotional impact of their condition by offering a friendly listening ear, practical information and emotional support for the patient and their family.

Claimants will be able to contact RED ARC in their own time, meaning they can pick up the phone only if and when they feel ready to talk. Customers will be assigned their own dedicated personal nurse adviser who will manage all services for them, offering telephone support for as long as they need it.
The personal nurse adviser will:

  • take the time to understand the customer's diagnosis and talk to them about what they’re going through. 
  • listen to any worries the customer has and answer any questions. 

Depending on their needs, the personal nurse adviser can also arrange anything from specialist nurse home visits to therapy and counselling.
Because the RED ARC service is provided over the telephone, this enables the customer to feel at ease and helps to eliminate any embarrassment people may feel when talking about their condition.
Second opinion service
Customers will also have the option to receive a second opinion about their condition through the RED ARC service. Sourced either through the NHS or the UK private medical sector, this would be arranged directly by the personal nurse adviser to make the process as quick and straightforward for the customer as possible.
The dedicated personal nurse adviser will then be able to talk the patient through their diagnosis, to help them understand what their second opinion actually means and support them to make future decisions.
Customers can also be reassured that the service is completely confidential and independent, and no information will be shared between Aviva and RED ARC.

Paul Dalgliesh, head of protection propositions for Aviva says: “Being diagnosed with a critical illness is understandably a difficult time for any family and it can be a lot to take in. When someone is first told they have a serious illness they’ll be faced with a whole host of new terms, not to mention new emotions. The chances are they won’t always think of all the questions they’d like to ask during their medical appointments, so RED ARC is there to provide additional support, meaning people can get answers to those questions, if and when they need to.
“Our track record of paying out on claims means advisers can already be confident that we’ll give their clients financial support when they require it - and by adding RED ARC services to our cover, they can count on us to provide emotional care too. This in turn will help customers to gain a better understanding of the importance of protection and see the value of having the cover in place.”

- Ends -

If you are a journalist and would like further information, please contact:

Sarah Poulter: Aviva Press Office : 01904 452828 : 07800 691569 : sarah.poulter@aviva.co.uk

Notes to editors:

*The benefit is available to new customers who purchase life and critical illness cover from advisers from 18 March 2013 onwards. The benefit does not apply to life cover only and is not applicable to pipeline cases.

About Aviva:

Aviva provides insurance, savings and investment products to 43 million customers worldwide.
We are the UK’s largest insurer with over 14 million customers and one of Europe’s leading providers of life and general insurance. We combine strong life insurance, general insurance and asset management businesses under one powerful brand. We are committed to serving our customers well in order to build a stronger, sustainable business, which makes a positive contribution to society, and for which our people are proud to work.
We are ranked as one of the UK’s top ten most valuable brands and Aviva Plc is in the top 10% of socially responsible companies globally in the Dow Jones Sustainability World Index.  In 2011 we invested £5.3m into our UK communities. One in three of our employees were involved in community investment activities which included giving nearly 33,000 hours.

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