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For general enquiries, technical help and web support, making a claim and pre-sale underwriting enquiries:

0345 6094 500

(Lines open 9am – 5pm Monday to Friday)

Protection Guru has worked with Royal London to create a concise objective analysis of their product range.

Helping Hand – help your clients with their day-to-day

“We believe good protection is about more than money, that’s why all our advised protection plans come with Helping Hand.

It’s a support service that’s designed to help your clients maintain a healthy lifestyle, as well as be there for them during times of crisis. Helping Hand is there for your clients, whichever stage in life they’re at, and as a plan owner it doesn’t cost them anything extra to use.

Being able to offer your clients holistic protection, with services that can benefit them from the start, can be a great way to show the value of your advice – and give clients more than they might expect for their monthly payments.”

There are two key elements to Helping Hand – Helping Hand with Wellbeing and Helping Hand with Recovery – designed to support clients at any point in their life. 

A Helping Hand with wellbeing

For new customers, Helping Hand includes a wellbeing support service, designed to help clients maintain a healthy lifestyle. It gives plan owners online access to a range of hand-picked early care medical services, so they have the help and advice they need to stay fit and healthy and help stop small health issues becoming a big problem.

And the wellbeing support service will be available soon to existing customers.

Shortly after their plan starts, clients are invited to complete an online health assessment created by our wellbeing partner, LiveSmart. At the end of this, LiveSmart will give them a personalised health report and full access to their wellbeing services. Their health report includes tips on how to improve or maintain their health and provides recommendations of the wellbeing service that can best support their health goals.

Click the image above to view an example health report

On the LiveSmart portal, clients can select the ‘to do’ menu where they can access a copy of their health report, as well as the various wellbeing services Royal London have partnered with. 

(Hover over the images below to find out more about Helping Hand wellbeing apps & services)

HealthHero 24/7 GP

Thrive: Mental Wellbeing

PAI (Personal Activity Intelligence):


A helping hand with recovery

If, at any time the plan owner or their partner and children, suffer a serious physical or mental illness, injury or bereavement, Helping Hand will be there to offer support – even if they don’t make a claim.

They can contact RedArc, who’ll give them regular support from a dedicated nurse. They’ll provide tailored and personal support whenever it’s needed, for as long as it’s needed. Their dedicated nurse can also give you relevant literature, help to find useful organisations, and can organise additional services such as therapies, counselling or a second medical opinion, if it’s needed.

Available for the plan owner and their spouse, partner or children.

No additional cost to the client to access and use the services. 

Services are available to use any time, regardless of whether the client is actually making a claim.

Help and Advice at every stage of recovery

Helping Hand is designed to provide clients with dedicated support at every stage of their recovery, whether it’s a nurse to explain treatment options or a second medical opinion service to explore alternative diagnosis. 

Click through the slides to find out more.

Nurse support

A dedicated nurse to help support and refer the client to suitable services.

Second Medical Opinion

Clients will have access to a UK based second opinion service, helping them review and re-assess their diagnosis or treatment options.

Specialist support to help cope with cancer

Clients can speak to a dedicated nurse who is experienced in supporting people with cancer. The nurse can provide a wide range of tailored help and advice to support their recovery.

Speech and language therapy

Their dedicated nurse can refer a client to a therapist who will help with difficulties with speech, eating, drinking and swallowing after an illness, such as a stroke.

Counselling for a wide range of issues

Their dedicated nurse can refer a client to a counsellor with relevant experience to support them through a serious illness or bereavement.

Practical help at home

Their dedicated nurse can organise for a CQC accredited carer to help with household tasks and personal care to support a client when needed – such as on discharge from hospital.

Support for carers

Clients with caring responsibilities for an ill child, partner or parent can speak to their dedicated nurse for ongoing tailored support and advice.

Living aids and mobility equipment

Their dedicated nurse can give a client advice and provide a small piece of equipment to help them with daily tasks at home.

Fitness and nutritional support

Clients can get ongoing advice and relevant literature from their dedicated nurse to help them make healthy choices when they have long-term health concerns.

Independent helplines

Clients also get access to additional independent helplines to support them when they need a professional opinion or independent advice:

Legal helpline

legal professionals will help clients deal with difficult situations such as employment rights, wills and probate or inheritance tax.

Career helpline

If a client’s health has changed or they’ve been made unemployed, the career helpline can guide them back to work or help them to widen their skills, research the job market and write a great CV.

Medical helpline

If clients don’t feel they need the in-depth support that’s available from a dedicated nurse, they can use the medical helpline. Healthcare professionals will answer any questions they might have about their general health.

A Helping Hand for business

Losing a key member of staff can have practical and emotional consequences. Royal London’s Helping Hand for Businesses not only provides all the support advisers are accustomed to from personal protection, but also business specific support.

Your clients will have access to this service from the day their Business Menu Plan starts and the person covered by the plan, their partner and their children, will have access to a dedicated nurse who can give tailored and personal support for as long as it’s needed.

Helping hand for businesses can help them in several ways with no additional costs for using any of the services.


Legal Helpline

The Helping Hand service also provides a legal helpline for businesses that can help them with all aspects of employment law. 

If their employee is absent for a period of time because they’re seriously ill, they can get help to understand their position. They can also get advice on things like shareholder options, or succession planning in the event of the death of a key member of staff. The person covered by the plan, and their partner and children, can also use the legal helpline to find out about things like wills, or probate.


Recruitment Support

In partnership with Identify Solutions, Royal London provide a support to help keeping businesses running when a key person is seriously ill and unable to work. 

Identify Solutions will contact recruitment agencies on your client’s behalf and will provide them with a list of suitable candidates within 48 hours. If an employee can’t return to work, they’ll help your client to write job specifications and prepare paperwork for recruitment agencies so they can find a permanent replacement.

Helping Hand is a package of support services and each service is provided by third parties that aren’t regulated by either the Financial Conduct Authority or the Prudential Regulation Authority. These services aren’t part of our terms and conditions and don’t form part of your insurance contract with us, so can be amended or withdrawn at any time. This means that you or your family’s access to these services could be amended or withdrawn by us in the future.

Areas for improvement

  • We would like to see Helping Hand made available to the client from a single app and point of access. At present there are multiple apps the client must engage with and no single point of access for both the wellbeing and recovery services.
  • The virtual GP service (one of the most popular additional benefits) is currently only available to the life-assured. Most other provider extend access to the client’s spouse, partner or children. 
  • The online health questionnaire is a useful way of helping clients consider and understand their health, but we’d prefer the availability of an actual medical screening. 

Protection Guru has worked with Royal London to create a concise objective analysis of their product range. Royal London have had input to the design of this page and contributed to the cost of the construction and maintenance, however Protection Guru have maintained editorial control over the content to ensure objectivity.

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