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Support Services Claim stories

Support Services Claim stories

Protection plans offer so much more than just a financial pay out. Across the industry, support services and benefits such as second medical opinion services, counselling, virtual GP services etc. have rightly become a core part of plans with use of such services increasing massively over the last few years. Within this page we have brought together a selection of videos and stories that highlight how such services have helped clients and the impact they have made, on not only them but their families as well. 

Red Arc Nurse Support 

Lindsay’s Story

Lindsay’s children were nine and six when her mother passed away and Lindsay just wanted some advice on how to talk to her children about it and give them enough information without scaring them. Fortunately Lindsay had access to the RedArc nurses helpline through her Scottish Widows policy and in this video she explains how the service has and continues to support her even though she has not claimed on her plan.

Health MOTs

Wendy’s Health MOT

Offered by a number of insurers, health MOTs can be an important preventative means of better understanding how fit and healthy we are and where necessary prompt lifestyle changes. Wendy’s story highlights the value of this benefit and the life changing impact it can have.

Find out more about which insurers offer health MOTs on this dedicated insight. 

Second Medical Opinion

Vicky Churcher’s Story

AIG’s intermediary director, Vicky Churcher, had to have an emergency tripple heart bypass after a heart attack. After recovering, Vicky wanted to find out why she had the heart attack and contacted Best Doctors who gave her some surprising news.

Steve’s Story 

After experiencing a number of different stomach related symptoms Steve was diagnosed with pancreatic cancer, which was deemed terminal. After claiming on his British Friendly income protection policy, he was offered a second medical opinion through Square Health and the British Friendly Mutual Benefits package.


Bereavement Benefit

Gavin’s Bereavement Benefit 

Unique to British Friendly, bereavement benefit pays a lump sum if the clients spouse, partner or child passes away during the policy term. In 2017 Gavin’s wife diagnosed with and sadly passed away from breast cancer. Gavin claimed on his IP policy whilst signed off work due to stress and caring for his sick wife and children and was eventually entitled to a bereavement benefit payment.

Rehabilitation Support

Diana’s Story
“You never know what’s going to happen in life that affects your ability to earn”. Words Diana’s financial adviser said when recommending income Protection. Unfortunately, not too long later, Diana suffered a serious bout of stress due to her father’s health and ongoing responsibilities at work. Income protection from Holloway Friendly  helped Diana receive a proper diagnosis, formal treatment plan, ongoing therapy and an income to help cover her mortgage repayments.

7Families – Mental Health Film
This video picks up with some of the families supported by the 7Families initiative launched in 2014. It revists the Pickford’s, the Clarke’s and Nikki to highlight their stories and the support that the industry was able to provide and the impact this had on their lives. 

Further Reading

Find out more about various support services and benefits in our dedicated insights, just follow the links below to the most recent articles. 

What is a Second Medical Opinion Service and who offers them?

In reading this article you will understand: Which insurers include access to a second medical opinion service Aside from the life assured, which immediate family members can use the service The value of second medical opinion services through a case study For clients...

Who offers health checks and how do they differ?

In reading this article you will understand: Which insurers provide access to health MOTs How those insurers differ in the service they offer to clients Who offers the best health MOT benefit As we all know, prevention is better than cure. If risk factors or the early...

Who helps claimants administer their loved ones estate?

Providing financial help to clients and their families upon death, illness and accident is the main purpose of protection. However, should the worst happen, clients and their loved ones will likely require a whole range of additional help and support at that difficult...

Inspire Inclusion: 5 things to read on International Women’s Day

Today is International Women's Day, a day to celebrate all women and the impact they have on society. The Protection Guru team is made up of (Joanne Legg, Poppy Achilles, Samantha Smith, Jess Prassan and Jessie Leworthy) who all have a vital role in providing our...

Which plans provide extra support for obtaining treatment overseas?

Whilst we are incredibly fortunate in the UK to have access to centrally funded healthcare, free at the point of delivery, there can be limitations in what the NHS can offer and inconsistency in access to treatment across the country. The Covid-19 pandemic has also...

Added value benefit propositions – 5 things you should read

Our showcase pages provide advisers with detailed independent coverage of insurers’ protection propositions, examining everything from the core product options, claims statistics and additional support services. We’ve designed the content to provide everything on one...

What support is available to carers through income protection insurance?

In reading this article you will understand: Which income protection plans include additional benefits for clients who take on care responsibilities Which family members are covered by the carer benefits What amount can be claimed on carer benefits Research from...

How important is good nutritional health and what Support do insurers offer?

In reading this article you will understand: The link between poor nutritional health and certain chronic conditions Which insurers include access to nutritional guidance and consultations How those nutritional support services compare In the context of protection...

Warding off serious injury before it happens: Which insurers Provide Access to Physiotherapy?

In reading this article you will understand: Why clients may require access to physiotherapy support services Which insurers offer physiotherapy support services that can be used at any time, regardless of whether the client is claiming How those insurers differ in...

Who offers Virtual GP services and how do they differ?

In reading this article you will understand: Which providers offer GP services to protection clients Apart from the insured, who else can access GP services and any restrictions that apply How many times per annum these services can be used Over the last year, it...

The above stories are prime examples of scenarios that happen within the protection industry on a daily basis. Providers want to pay claims, indeed no insurer will decline a valid claim and they want to support their customers. There is now an abundance of claims statistics made available by providers. These, combined with claims stories from real life claimants, can paint a powerful picture. If the industry as a whole is able to produce more stories like these we can go a long way to changing the views of consumers and give more confidence in the products that can literally be a lifeline in the direst of circumstances.

If insurers/advisers/service providers have any other added value benefit claim videos they would like us to share via this page please get in contact here.

About The Author

Adam Higgs

Adam leads Protection Guru's detailed protection research and benchmarking of both product and operation features provided by insurers and has a vast knowledge of the protection market. He has been instrumental in building the protection comparison service Quality Analyser and maintaining the data to enable adviser to quickly and easily compare protection products based on qualitative measures. He also works with adviser firms to help in panel reviews and with insurers to help them understand the shape of the market, their strengths and the areas that could be improved in their products. In his spare time and when not spending time with his wife and two children, Adam is a keen Arsenal fan and enjoys hacking his way around a golf course.

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