Working Well health, wellbeing and business services. Organisation guide

Transcription

1 Working Well health, wellbeing and business services Organisation guide

2 Let s get Working Well Thank you for choosing to place your Group Income Protection arrangement with Canada Life. By taking out this arrangement, you will now have access to the additional health and wellbeing services of Working Well our added value health, wellbeing and business services for all employees of any employer covered under the policy. The services are: Employer services Employee services Claims Management Services (CMS) EmployeeCare BusinessCare Best Doctors AbsenceFirst (additional cost service) CMS is provided by Canada Life Limited. All other Working Well services are provided by third parties contracted by CLFIS (an associate company of Canada Life Limited). We hope that you will find these additional benefits easy to use and beneficial to your organisation and membership. However, if you have any questions please contact either your adviser or Canada Life on Working Well - solutions for your working life BusinessCare Working Well for the employee Best Doctors Group Income Protection Services AbsenceFirst EmployeeCare CMS Working Well for the employer 2 Working Well Organisation guide

3 Claims Management Services (CMS) Access Claims Management Services Canada Life Group Insurance proactively manages a claim from the moment it is submitted. The Group Income Protection claim form is available for download on our website What do our specialist teams do? Long-term absence leading to income protection claims can be difficult to manage. It is important to find the right support for you and your employees as they endeavour to make the journey back to work. Our Head Office based Claims Management Services team provides support in claims management by utilising our experienced case management team and regionally based expert rehabilitation consultants. These services are available on an individual claim basis providing claim management expertise and specialist support in the rehabilitation and return to work of incapacitated employees. The service is supported by telephone contact on an individual claim basis. If a claim is received and assessed as having the potential for recovery, it is passed to a Claims Management Consultant (CMC) for specialist management. The services of a Rehabilitation Consultant assist the CMC in the successful management and resolution of the claim. Where there is little potential for a return to work, a claim will enter our Long Term Review claims portfolio. Evidence is obtained less frequently, in line with severity of the member s condition. Key benefits Implementation of best practice in the management of long-term employee absence. Support for the employer and incapacitated employee throughout rehabilitation. Regular open discussion and communication. Prompt payment of claims. All services are delivered by experienced industry and/or medical professionals. Talk to us to get your people back into work! Working Well Organisation guide 3

4 EmployeeCare EmployeeCare is an employee assistance programme (EAP) that offers information and support on a wide range of topics that focus on the end goal of helping your employees lead and maintain a healthy lifestyle. These services are confidential and easily accessible available 24 hours a day, 365 days a year. Access EmployeeCare Telephone to access EmployeeCare services, including counselling, telephone Web Health and Wellbeing portal log on to using the login code What is available? Counselling The counselling service offers your employees: An unlimited number of free telephone counselling sessions on a range of issues. Up to four face-to-face counselling sessions with experienced professional counsellors. Confidential help that can be arranged to take place in a convenient location close to the employee s home or workplace. Formal and informal referral of employees to the service. Legal information relating to any issues raised through the counselling sessions is available upon request; this is provided at no additional cost. On-site Critical Incident Support (relating to a specific event such as a death in the workplace or robbery) is also available, at an additional charge, through this helpline. Health and Wellbeing Advisory Service The advisory service is available 24 hours a day, for employees to discuss any personal concerns about medical conditions, treatment and general health and lifestyle issues. The health professionals who staff the helpline can provide additional information. Online interactive Health and Wellbeing portal The Health & Wellbeing online health portal gives you and your employees the resources and inspiration to make simple changes to develop a healthier and more productive lifestyle. To use the service go to and register by setting up your own unique profile. You may find taking the Guided Tour ( the easiest and best way to ensure you get the most out of the wealth of information inside. Talk to us about anything! 4 Working Well Organisation guide

5 Best Doctors Best Doctors is an employee benefit that provides you and your employees with an independent second medical opinion from one of over 50,000 world-leading consultants experts voted by other doctors as the best in their fields. Access Best Doctors Best Doctors is an independent and confidential service. Access is not dependent on a claim being made through the Canada Life Group Income Protection arrangement. Telephone to open a case with Best Doctors telephone Web log on to What is available? This in-depth assessment of a specific condition is done without the need for travel. Best Doctors helps to ensure that a condition is correctly diagnosed and that an individual is made aware of the most appropriate treatments. Experts will review actual medical documentation and send a detailed report that answers any questions an individual may wish to raise. A dedicated Case Manager is on hand to support the user throughout the review process. Once a case is opened, Best Doctors will proactively guide the service user through the following process: CONNECT INVESTIGATE ANSWER Best Doctors funds the cost of the expert medical review and the clinical summaries, as well as arrange for the collection and return of all relevant medical documentation. Best Doctors and Canada Life do not cover the cost of treatment or face-to-face consultations. Talk to us about expert medical advice Working Well Organisation guide 5

6 BusinessCare BusinessCare is an online and telephone-based business and legal support service suitable for any sized organisation that combines leading edge technology and expert advice. It is accessible 24 hours a day, 365 days a year, for all employers who hold Canada Life Group Income Protection cover. BusinessCare offers access to various sources of information and assistance in dealing with the problems most commonly faced by organisations today. The immediate support BusinessCare provides makes sure that employers have the correct information so that they can make the right decisions. Access BusinessCare Web log on to and register using the code as the policy code. Telephone to access the 24/7 helpline service, telephone , and quote What is available? Online comprehensive business law guide You will have full access to articles that explain the law in practical terms, so that you do not have to be a lawyer to understand it. Each topic is linked to the relevant interactive legal documents that make up the Interactive document creation feature. Interactive document creation BusinessCare offers over 100 quality legal documents available through the interactive legal document preparation services. The ability to create items such as staff handbooks, policy documents, forms, template letters and checklists is at your fingertips. On completion these documents can be exported into Word or PDF and these saved documents can then be used or sent for legal review. 24/7, 365 days telephone access to qualified professionals The service is supported by 24/7 telephone access to a team of solicitors, barristers, employment law and health & safety specialists offering advice on all commercial legal matters. Regular news bulletins These bulletins will inform you of any changes to commercial legislation that might affect the running of your business and will be ed straight to your inbox. Access at preferential terms to consultancy services Through BusinessCare, you can access resources such as absence management, employment tribunal support, document drafting, health & safety risk assessments, plus many more services, at preferential rates. Talk to us it s our business to help your business 6 Working Well Organisation guide

7 AbsenceFirst AbsenceFirst is a chargeable absence management service paid for on a case-by-case basis, enabling you to control costs by choosing how much support you require. Available from day one of any employee absence (service provision is not restricted to insured employees), AbsenceFirst s early intervention approach is particularly effective at reducing the risks of long-term absence by providing a rounded, robust case management service. Access AbsenceFirst Telephone call the AbsenceFirst helpline on and fax download and complete a referral form from the employers area of our website Submit this by to our case managers at Referrals@firstassist.co.uk or by fax to What is available? Once you have referred a case to AbsenceFirst, the case will undergo a telephone review and assessment to determine which of the following outcomes is most likely: Return to normal duties Redeployment Ill health retirement Return to the labour market Consideration of a Group Income Protection claims submission (where the employee is a member of a Canada Life Group Income Protection scheme). The service will involve the gathering of appropriate information from all key stakeholders to assess why the absence has occurred. From that point, the case manager conducts a detailed assessment with the employee and prepares a report that provides a clear assessment, recommendations and action plan for you to follow. The team is focused on providing support through clear communication with HR, line managers and employees, and this enables an efficient and effective resolution in each case, in line with the goals and objectives set at the start of the referral. In all instances where the case involves an employee who is covered by a Canada Life Group Income Protection scheme and the absence is more than 13 weeks (4 weeks for CMS ViP with EIS schemes) you will be referred to the appropriate CMS service. With more complex cases further case management is available and information gained by AbsenceFirst can be used to aid the Canada Life rehabilitation experts. Talk to us we re here to support you Working Well Organisation guide 7

8 Working Well Directory Claims Management Services (CMS) Fax: Write to: IP Claims Management Services Canada Life Limited Group Insurance Temple Quay Bristol BS1 6ER EmployeeCare Telephone: Visit: Best Doctors Telephone: BusinessCare Telephone: Visit: AbsenceFirst Telephone: Fax: Canada Life Group Insurance Telephone: Visit: Fax: Write to: 3 Rivergate, Temple Quay Bristol BS1 6ER Please refer to the Group Income Protection Technical Guide for full terms and conditions of the services offered. Our forms are available to download from our website: Canada Life Limited, registered in England no Registered Office: Canada Life Place, Potters Bar, Hertfordshire EN6 5BA CLFIS (UK) Limited, registered in England no is an associate company of Canada Life Limited. Registered Office: Canada Life Place, Potters Bar, Hertfordshire EN6 5BA Canada Life group consists of Canada Life Limited, Canada Life Asset Management Limited (both authorised and regulated by the Financial Services Authority), Canada Life International Limited and CLI Institutional Limited (Isle of Man registered companies authorised and regulated by the Isle of Man Insurance and Pensions Authority). All promotional material produced is approved by Canada Life Limited. GRP R This paper is made from recycled material Canada Life Limited 3 Rivergate, Temple Quay, Bristol BS1 6ER Telephone