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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 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 This week marks...

Which insurers offer legal support to business protection clients?

The proceeds from business protection policies provide financial support to get the business ready to face the future again. The funds may be used for anything from hiring replacement key people, paying off debts or buying shares from a deceased owner’s estate. Whilst...

Highlighting the everyday value of protection policies – 5 things you should read

With many individuals and households facing rising living costs and a squeeze on their income, there is a risk that valuable protection insurance products are seen by clients as a non-essential cost and therefore they may either forgo the cover entirely or cancel...

How can protection plans help clients manage their mental wellbeing?

This week marks Mental Health Awareness Week, an annual campaign hosted by the Mental Health Foundation and intended to raise awareness of the various issues surrounding mental health. The foundation and it’s awareness campaigns aims to promote better prevention and...

Which insurers offer second medical opinion services?

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...

What does Scottish Widows’ Clinic in a Pocket data tell us about how useful GP services are?

Protection product development over the last few years has seen an increased focus on health and wellbeing support services and benefits. These include everything from virtual GPs to access to qualified nutritionists. It’s important to properly scrutinise the true...

How important is good nutritional health and what relevant benefits 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 This week (14th-20th March)...

Support services the clients spouse, partner or children can access – 5 things you should read

Additional support benefit such as virtual GPs, second medical opinions and physical wellbeing services are a valuable extra included on many protection plans and in some cases, insurers extend access to the client’s spouse, partner or children. With services such as...

How do British Friendly’s new mutual benefits updates compare?

We’ve had a fairly busy start to the year, with a slew of product updates and announcements from various insurers. As well as changes/improvements to core products (Zurich & Aegon) and completely new products (LV=), one area of focus has been on ‘support...

Which insurers offer remote gp services and how do they compare?

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 With unprecedented waiting...

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


Rob Harvey supports Protection Guru in it’s detailed research & benchmarking of protection products and features. He works alongside the team in helping drive product innovation and improvements with insurers and engages with adviser firms in ensuring they have the right tools & resources at their disposal to deliver the best protection advise. Prior to joining Protection Guru Rob spent 9 years at protection specialists Drewberry, where he worked as an adviser, learning & development manager and finally head of health & protection. In his spare time and when not out enjoying the pubs & bars of Brighton, Rob collects vintage clothing, is an historic motor racing enthusiast and avid country walker.

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