Access to over 53,000 of the world s leading medical experts, from your first day of cover.

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1 For customers Friends Life Individual Protection providing access to Best Doctors Access to over 53,000 of the world s leading medical experts, from your first day of cover.

2 A second medical opinion could be life saving. From migraines to heart conditions, Best Doctors can help you find the answers you need. When faced with a medical problem, you need answers. At Friends Life we are able to help, by giving you access to Best Doctors. The service is here for you and your immediate family 1 whenever you need it, and can be used from the very first day of cover, at any time during the term of your policy. Best Doctors: Gives you access to over 53,000 of the world s leading medical experts, who have been specifically nominated by other top medical specialists. Can help with many conditions causing major discomfort, such as eczema or migraines to more serious life-threatening conditions. Offers you a second medical opinion service from one of the best experts around the world, giving you confirmation of diagnosis and the recommended course of treatment. Best Doctors is a network of medical experts who can give you peace of mind that you have the right information to make important medical decisions with confidence. Having such expertise at their fingertips and supported by a truly caring service team, is the reason why people all around the world turn to Best Doctors. Best Doctors is a non contractual benefit and can be withdrawn at any time without notice. All our Friends Life Individual Protection customers and their immediate family, are eligible to use the Best Doctors service. 1. Best Doctors can be accessed by you, your partner and your children up to the age of 18, or 23 if in full time education. BEST DOCTORS is a registered trademark of Best Doctors, Inc. Used with permission. The conditions covered by Best Doctors include major trauma, burns, stroke, renal failure, organ transplants, heart, eye, hearing, speech, lung and bone disorders, diseases of the nervous system such as Alzheimer s, Parkinson s and multiple sclerosis. Best Doctors can also provide support for other conditions causing major discomfort or interference with a healthy and productive life such as migraines or skin diseases. Best Doctors does not cover acute conditions or mental illness and you will be responsible for any cost associated with any medical treatment, travel or accommodation, either in the UK or abroad. 2

3 How does Best Doctors service work 1. Your call triggers the start of the Best Doctors service You can contact Best Doctors at any time during your policy if you or your immediate family suffer from, or have recently been diagnosed with, a serious medical condition, or a condition which causes major discomfort or interferes with a productive life. Simply call Making this call will trigger the start of the Best Doctors service. Calls may be monitored. 2. Best Doctors will gather your medical information One of Best Doctors medical professionals will be assigned to your case and will work with you throughout the process. They will identify the medical issues, collect your relevant medical records, and support and update you during the entire process. 3. Best Doctors will analyse your medical information Best Doctors panel of doctors will analyse all the information gathered and identify the key medical issues affecting you. They will create a summary which will include your medical history, pertinent medical records and any additional questions they may have. 4. Best Doctors will then allocate you the most appropriate expert Best Doctors will use this summary to identify the most appropriate specialist to review the diagnosis and treatment of the particular condition. The specialist will be selected from the Best Doctors database, which contains over 53,000 world wide medical experts, all of which have been specifically chosen by other doctors. For example, if you have a heart condition, Best Doctors will assign the most appropriate Cardiologist to review your condition. 5. Best Doctors recommend diagnosis and treatment The Best Doctors specialist will review the summary and supporting materials including pathology, MRIs etc., which have been supplied by Best Doctors. They will then use their expertise and experience to compile a detailed report with their diagnosis and treatment recommendations. 6. Best Doctors report and follow up The report will be sent to you to share with your treating doctor. The Best Doctors medical professional who was assigned to you at the beginning of the process will contact you to review and discuss the details and answer any questions you may have. This will give you the information you, and your treating doctor need, to make any decisions with confidence. Best Doctors is a non-contractual benefit which can be withdrawn at any time without notice. Best Doctors is an independent service, it does not form part of the Friends Life Individual Protection claims process and does not form, part of the insurance policy. 3

4 The following cases are examples of how Best Doctors has helped people with their diagnosis and treatment. Case overview misdiagnosed tumour Patient Symptoms Initial diagnosis and treatment Prognosis 55 year-old female History of debilitating back pain. Malignant tumour around spinal column. Radical surgical removal, chemotherapy, radiation, rehabilitiation. High risk of permanent paralysis. Best Doctors Impact Identified problem Changed diagnosis and treatment Referred to top specialist Outcome Error in pathology. Benign tumour. Decompression surgery, avoiding chemotherapy and radiotherapy. Identified top experts including neurosurgeon, endocrinologist and rehabilitation medicine specialists. Treatment received locally. Patient no longer suffers from back pain. Full return to normal active life. Source: Case overview obtained from Best Doctors. 4

5 Case overview changed diagnosis and treatment to cure the cancer Patient Symptoms Initial diagnosis and treatment Prognosis 23 year-old male Recurrent abdominal pain radiating to lumbar region. Pure seminoma. Four to six cycles of chemotherapy. No surgery needed. Fair. Best Doctors Impact Identified problem Changed diagnosis and treatment Referred to top specialist Outcome Mixed germ cell tumour with nonseminomatous elements. No reason for more than four cycles of chemotherapy. A very aggressive surgical approach was recommended to eliminate elements that do not respond to chemotherapy. Patient underwent surgery locally following Best Doctors recommendations. Residual tumour was found and resected. Cancer completely cured. Source: Case overview obtained from Best Doctors. 5

6 Case overview changed treatment and patient lived Patient Symptoms Initial diagnosis and treatment Prognosis 31 year-old female Sudden loss of consciousness. High grade Multiform Glioblastoma. Chemotherapy and radiotherapy, no surgical options. Maximum two months survival. Best Doctors Impact Confirmed second diagnosis Changed treatment Referred to top specialist Outcome Multiform Glioblastoma. Surgical removal, chemotherapy and radiotherapy. Coordinated care, including hospital admission, transportation, 24/7 assistance. 99 percent of the tumour removed. Four days of admittance in the hospital. The patient was back to work two months after surgery. Almost three years later, there is no evidence of tumour recurrence. Source: Case overview obtained from Best Doctors. 6

7 Case overview changed treatment and quality of life improved dramatically Patient Symptoms Initial diagnosis and treatment Prognosis 50 year-old male Constant severe pain and limp. Cannot bend right leg, finds it difficult to tie shoelace. Condition progressively worsening. Difficulty in walking. Osteoarthritis of the right hip. Medical treatment with glucosamine. Poor unless total hip replacement is performed. Best Doctors Impact Confirmed second diagnosis Changed treatment Outcome Osteoarthritis of the right hip. Given his age and activity status, hip resurfacing would be a better option. Patient underwent hip resurfacing. Complete pain relief. Back to work two months after the surgery. Source: Case overview obtained from Best Doctors. 7

8 Friends Life and Pensions Limited An incorporated company limited by shares and registered in England and Wales, number Registered office: Pixham End, Dorking, Surrey RH4 1QA. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Telephone calls may be recorded. Friends Life is a registered trade mark of the Friends Life group UNI FLIP/7687/Oct13

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