Holloway Friendly has partnered with RedArc Nurses to provide both physical and mental health support to their Income Protection claimants, in particular, cases where the team believes the claimant would benefit the most by some additional support. As a result, Holloway Friendly, a specialist income protection mutual, continues to enhance the support they provide to their members during the claims journey.
This new appointment for the inventors of income protection will enable the team to identify and pro-actively refer their members to RedArc when they feel that they would benefit from extra support. This assistance will comprise of free-of-charge, practical and emotional open-ended telephone support from the same experienced registered nurse for long-term physical or mental illness, disability, trauma or bereavement.
This partnership will continue Holloway Friendly’s strides in improving the claims process, with them already having introduced Tele-Claims this year, replacing the traditional Claim Form approach. This method allows the team to better understand what their members are going through and build up trusted relationships to help them through a difficult time in their life.
This Tele-Claims approach, that removes delays and stress associated with completing lengthy paperwork and copying and posting evidence to support the claim, teams perfectly with their introduction of allowing digital evidence such as photographs of prescribed medication, GP letters, financial accounts and, in specific cases, images of the actual injuries.
Using e-signatures, digital evidence and partnering with RedArc to provide additional physical and mental health support to members who need it, forms part of Holloway Friendly’s aim of ‘Keeping Life Colourful’ for their members and doing everything they can to help them during such a difficult period.
The appointment of RedArc will give Holloway Friendly members the comfort of having an experienced dedicated nurse on hand and access to services such as therapy, counselling, CBT and speech and language therapy.
Typical examples of the support this partnership will bring can be found below:
· Advice on the diagnosis and all its consequences
· Early intervention to support mental health issues
· Advice on adapting a home to meet the needs of illness
· Support in navigating the NHS and social services to ensure that best use is made of all services available
· Additional services that would help the customer, such as a course of therapy, counselling, cognitive behavioural therapy (CBT), speech and language therapy, complementary therapies, a second medical opinion or some practical help at home.
· Provision of reading material to give more information on a condition
· Sourcing charities and self-help groups to provide local support
· Help in preparing for return to work
Christine Husbands, managing director of RedArc, says: “Providing protection to support members during times of serious accident, illness or injury is absolutely core to Holloway Friendly, but our experience shows that claimants value so much more than just a payout: having a dedicated personal nurse adviser to support Holloway Friendly members during recovery, and available for as long as they find it of benefit – even when back at work, will make a really positive impact on so many levels. Harder to qualify, but no less valuable, is the long-term customer goodwill and loyalty that this type of support creates too.”
Suzy Esson, Head of Operations at Holloway Friendly, said: “We’ve made some significant changes to the way in which we support our claimants throughout 2018 and really removed the barriers to making a claim, making it simple and as hassle free as possible. Having the support of RedArc’s professionals where our team of experienced Claim Assessors identify appropriate intervention, really enhances the service that we offer. Our members’ wellbeing is of the utmost importance to us; a simple process and fast claim pay-outs is now a given but working together with our claimants to provide them with valuable support throughout their claims journey will really help support our members at an incredibly difficult time.”
About the scheme
Holloway Friendly’s claims team will identify and pro-actively refer claimants to RedArc when they feel that they would benefit. Support will comprise of free-of-charge, practical and emotional open-ended telephone support from the same experienced registered nurse for long-term physical or mental illness, disability, trauma or bereavement as well as additional therapies where appropriate.
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