Group Income Protection. Key Account Solutions

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1 Group Income Protection Key Account Solutions

2 What is Key Account Solutions? Key Account Solutions (KAS) has been designed to provide an enhanced service for our Group Income Protection schemes with an annual premium of over 250,000, in order to: Allow us to work closely with you to identify ways in which we can help in managing your claims experience through analysis and recommended actions Provide expert advice in claims management and early intervention Ensure you are aware of the effects of your claims experience on future premiums To achieve the above, the KAS service includes the following invaluable elements: Tailored claims report You will receive two reports each year, which are specific to your scheme. Where appropriate, these will cover: Your claims data: An overview of your claims experience since inception of the policy. This incorporates specific information on the status of any claims, and some profiling of those that are claiming. Comparison information: How your scheme is performing in comparison to Aviva s overall Income Protection portfolio. Servicing overview: A summary of our service standards to you. Market information: Specifically tailored to your business, so you can keep up to date with the hot topics affecting you. Dedicated contacts You will have a dedicated team, who will be there to assist you with the day to day running of your scheme. This will include: Your Key Account Manager Claims Management and Rehabilitation team Operational team members, including underwriting Full contact details of your Account team will be provided to you at the inception of your policy. They will be there to offer regular guidance and support, as and when you require it. If you would like further information on how Key Account Solutions could work for you please speak to your Account Manager. Key Account meetings You will benefit from two meetings each year where relevant, where we will focus on the performance of your scheme. These will be led by your dedicated Key Account Manager, and relevant members of the Aviva team, where appropriate. 2

3 Other services you receive as part of your Group Income Protection scheme Group Income Protection from Aviva can help employers effectively manage their company s sickness absence, whilst offering a personal claims service to support and help both them and their employees. One of the important steps is ensuring the claims process falls in line with your company s absence procedures. In order to do this, a member of the Corporate Case Management Team will contact you at inception stage. This will either be face to face or via the telephone. The aim will be to discuss the claims policy and agree a tailored claims notification and management process that falls in line with your company absence procedures. A summary of the overall claims process: 1. New potential claims The employer calls the Corporate Case Management team, logging a potential claim within the agreed notification period, if it is possible that the employee may be off work for a length of time. If at this time the deferred period has yet to elapse, Aviva will monitor the situation and advise on the correct course of action. Where appropriate, claims advice and early intervention support will be offered. Where claims proceed, the employer claim form will be completed over the telephone with your dedicated Claims Manager. 2.Claims handling and assessment. A member of the New Claims Team will contact the employee for an informal chat. During this conversation, they will complete the claim form on behalf of the employee. This form will then be sent to the employee, in order for the information to be checked. They will then sign and return the form. After any relevant evidence is obtained, the claim is assessed. 3. Claims management If appropriate, a strategy can be formulated with the employer to help their employee return to work. This will draw on the knowledge of our team of claims experts, who where necessary, are able to facilitate access to external medical expertise for the employee, including Occupational Therapists and Physiotherapists. 4. End of claim The employee returns to work as soon as possible, unless an alternative solution is appropriate for all involved. Within each stage of the claims process, the service you receive is tailored to the needs of your company, and the employee. Further details of each step in the claims process and the service you will receive can be found on the following pages. 3

4 Your claims service The following information provides some more detail to the process outlined on page New potential claims We believe it is the people who make the difference to our Group Income Protection claims service. And we are very proud of the service we are able to offer. An employee who is off work for any length of time usually has a lot to cope with at an uncertain time. That s why we operate a truly personal service throughout the entire claim, allocating a dedicated Claims Case Manager to every single claim from when it is first logged, to when the employee returns to work. This helps ensure that the employee has one central point of contact, who will be empathetic, and whom they are able to trust with their personal information. In addition, as an employer, you also have a dedicated contact in the Corporate Case Management Team. Although there are certain pieces of information we need to obtain in that first phone call, there s no formal question and answer session but a conversation to find out the relevant information as to why they are off work. We create a very comfortable atmosphere where people feel able to talk. The Income Protection Claims Team is a highly trained, empathetic team, whose strengths include the following: They take time to talk with the employer and employee the conversations are never rushed A dedicated contact will follow the claim through to completion, so trusting relationships can be built up Our New Claims Team are either trained counsellors, or in the process of studying towards this, so are trained to deal with the emotional complexities that claims may bring 2. Claims handling and assessment Neither the employer or the employee wants the inconvenience of filling in a long claim form when they approach Aviva to make a claim. That s why we complete the claim form ourselves, with information gathered during those first, crucial telephone conversations with the employer and employee. Once an employer has made initial contact with the Corporate Case Management Team, a member of our New Claims Team will make contact with the employee to speak to them about their absence from work, and the cause of this. We make it as simple and relaxed as possible in a non-judgmental manner. In our experience, we ve found that speaking to the employee helps to glean the relevant facts and this way, we manage to obtain a greater understanding of their situation than from a self-completed claims form. And often, that initial telephone call allows the New Claims Team to quickly get to the root cause of the problem. 4

5 3. Claims management Whilst the New Claims Team is there to support the employee throughout their claim, the Corporate Case Management team is there to support the employer. This team is dedicated to keeping them updated with any claims that are ongoing and work alongside medically qualified claims staff. The interactive nature of our approach means our teams work with employers and employees to create a positive outcome whether that is to help employees to find treatment and rehabilitation assistance or providing suggestions and support should a suitable alternative role be more appropriate. An overview of our claims team structure: Corporate Case Management Team Dealing directly with employers (the policyholder) Claims Medical Officer Claims RMN Nurse Consultant Income Protection Claims Supporting these teams: Intervention Team Claims Claims RGN Rehabilitation Nurse Services Consultant Specialist Claims Visitors New Claims Team Dealing directly with the employee Plus access to external medical expertise, including Occupational Therapists, Physiotherapists, Psychiatric Therapists, Disability Management and Vocational Rehabilitation experts Oncology Occupational Team Health 4. End of claim Long term sickness absence represents 40% of total time lost through absence 1. The full impact of sickness absence to employers is underestimated all too often, when in fact, the cost of sickness absence per employee is 659 per year 1. So by helping employees return to work, Group Income Protection from Aviva can help manage these costs. But it doesn t just save money on sickness absence. In actively reducing the time the employee is off work, the claim period will be shorter, thereby helping to keep a lid on future premiums for the scheme. It should be noted, however, that it s not one size fits all at Aviva. We will always try to find the best solution possible for both the employee and the employer. It is not always appropriate to help an employee get back to work quickly. There may be circumstances where we can offer an alternative solution, such as helping with the cost of setting up a home office for the employee, so that they can work remotely. We can even help them to retrain for a different role within the company in some instances, if they are physically or mentally unable to return to their previous role. We ll always work sensitively with employees, to try and find an outcome that is suited to their needs. 1. CIPD Employee Absence Survey

6 Other added value services At Aviva, we believe that it is important to help in preventing illness in the first place. This helps to keep employees healthy, motivated and effective. That is why we offer our larger Group Income Protection customers a range of added-value services that can help manage absence. 24 hour GP Helpline If your employees are too busy, too embarrassed, or perhaps not registered to a GP, they can call our 24 hour GP Helpline. They then have access to a GP at the end of the phone. The benefit of this is two-fold: The employee need not take time off work to visit their GP Helps to nip potential health problems in the bud, cutting down on sickness absence 24 hour Stress Counselling Helpline Work related stress is a serious problem affecting about one in six workers 1 and can lead to indefinite amounts of time off work. The Stress Counselling Helpline gives employees access to trained counsellors 24 hours a day, 365 days a year to help them take steps to reduce the stress they re under. This can help to avoid the employee becoming ill, helping the employer fulfil their legal requirements to proactively manage the health and wellbeing of employees. 1 PWC Survey 2007 Oncology Team Not only do we provide prevention services, but also, in the event of a cancer claim, our highly praised Oncology Team are there to offer dedicated claims support and specialist claims advice. Run in close association with Macmillan Cancer Relief, the team can also offer a shoulder to lean on during a very difficult time. 6

7 Why Aviva Group Income Protection? Key Account Solutions An enhanced service specifically for our key customers, ensuring that in partnership, we are able to manage your claims experience. Personal service A claims service that is second to none, offering access to highly trained claims staff with genuine empathy and a drive to do the best for both the employee and employer. Professional approach With one of the largest Income Protection claims teams in the UK, you can benefit from the full claims team, providing expert advice and guidance, which can help employees get back to work faster. To find out more about Key Account Solutions or any aspect of Aviva s Group Income Protection offering, please contact your Account Manager, or groupipquotes@aviva.co.uk Please note: Whilst we aim to provide alternative methods of claims support in order to assist an earlier return to work and reduce claims costs, we are not obliged to do so our obligations are those set out in our Group Income Protection terms and conditions. Whilst we use medical experts for our own purposes in managing claims, we do not provide our insurance customers with any form of medical services ourselves. Details of standard cover and access to terms are in our policy wording a specimen copy of which is available on request. Non-standard terms may apply. Applications are required. 7

8 Aviva Health UK Limited. Registered in England Number Registered Office 8 Surrey Street Norwich NR1 3NG. Private Medical insurance is underwritten by Aviva Insurance Limited. Registered in Scotland Number 2116, Registered Office Pitheavlis, Perth PH2 0NH. Income Protection & Group Life insurance is underwritten by Aviva Life & Pensions UK Limited. Registered in England Number , Registered Office 2 Rougier Street York YO90 1UU. Authorised and regulated by the Financial Services Authority. Aviva Health UK Limited, Head Office: Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY. GEN /2011 Aviva plc