A CLOSER LOOK ATOUR TAILORED SUPPORT

Your practical guide to Helping Hand

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HELPING HANDPERSONAL SUPPORT WHENEVER IT’S NEEDED. You might have heard about Helping Hand – a comprehensive support service that’s included in all our protection plans available through intermediaries.

It’s available to your clients from the day their plan starts, they don’t need to pay anything extra to use it and their partner and children can use it too.

So if they experience serious illness, injury or bereavement during the term of their plan, Helping Hand will provide additional support to help them cope, or speed up recovery.

At the heart of our Helping Hand service is a dedicated nurse – someone who’ll listen and give advice. They’re on hand to make sure your clients get the support that best suits their needs.

THIS IS FOR FINANCIAL ADVISER USE ONLY AND SHOULDN’T BE RELIED UPON BY ANY OTHER PERSON.

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GOOD FOR BUSINESS

Good protection is about more than just money.

These days, with comparison sites and price competition, it can be hard to see what sets some policies apart. By recommending cover that offers additional support beyond a financial payout, you’re giving your clients more than they might expect.

When they take out cover, they’re planning for the very worst that can happen – and often they can’t imagine ever making a claim. But many of your clients (or their family members) will still go through testing times in their lives and have to face issues such as stress, ill health, and bereavement.

Helping Hand is woven in to your clients’ protection plans – designed to look after them when they need it most – from the day their cover starts. So even if they never have to make a claim, it can show the value of your advice and help build long-term relationships with your clients, which can only be good for your business.

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85%of customers we referred took up the offer of Helping Hand

Source: RedArc – Royal London Schemes Review, 2016.

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If your client needs to use Helping Hand they just need to call this number: 0345 609 4500We work with an independent nurse advisory service called RedArc Limited. All calls are confidential and will not be discussed with Royal London without your permission.

HELPING HAND AT A GLANCE

Helping Hand provides customers experiencing serious illness, injury or bereavement with the additional support they might need beyond a payout.

And it’s only available through intermediaries.

A dedicated nurse

• Available to talk to your client over the phone whenever they need

• Will take the time to understand your client’s personal situation and their diagnosis or condition

• Will develop a personal support plan tailored to their circumstances – which will include any relevant additional support services

• Support them every step of the way and for as long as they need

Examples of additional support services

• Second medical opinion • Arrange specialist support to help someone cope

with cancer• Cardiac rehabilitation support after heart attack• Specialist speech and language therapy

• Counselling for a wide range of issues including coping with the loss of someone

• Practical help at home• Help for carers• Extra information such as medical factsheets• Home visit from a healthcare specialist • Living aids and mobility equipment

RedArc (an independent nurse advice service) appoint a dedicated nurse with the most appropriate expertise and experience for each customer.

Why your clients might use it

How does it work?

FROM THE DAY THEIR PLAN STARTSYour client calls us direct on 0345 609 4500.

WHEN THEY’RE MAKING A CLAIMOur claims team asks the customer if they’d like

to talk to a dedicated nurse about the ways Helping Hand can support them.

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BEREAVEMENTMENTAL ILLNESSHEART ATTACK CANCER STROKE SERIOUS INJURY

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For more information, visit adviser.royallondon.com/protection

HELPING HAND IN ACTION

CASE STUDY – JILL’S STORYAs a mother to three girls, Jill had a busy life at home. When she was told she had breast cancer, she faced a lot of stress and anxiety over what it meant for her and her family. To treat her disease, she faced surgery, chemotherapy and radiotherapy. Not to mention all the side effects.

Thankfully, Jill had Critical Illness Cover with Royal London, which gave her access to Helping Hand. After making her claim she got a call from her dedicated nurse, Linda, who kept in touch with Jill to regularly offer support. They talked on the phone and by email and text – whatever suited Jill best.

Linda was able to answer Jill’s questions about her treatment, and arranged for her to have a course of complementary therapy to help her cope with the side effects of her treatment. Although Jill was recovering well physically, she was feeling very self-conscious about her appearance, so Linda put her in touch with a specialist hairdresser who helped style her hair when it started to grow back after chemotherapy.

They stayed in touch for over a year. Jill told us it was good to have someone outside her family she could talk to about her illness and that the support and advice Linda gave her was a godsend. Linda also took the time to ask after her husband and the girls to find out how they were coping with everything.

Jill says:“Helping Hand was like a hug down the phone. Linda was like a friend – someone I could confide in.”

9 months

Average case length

A dedicated nurse will support your clients for as long as they need

Source: RedArc – Royal London Schemes Review, 2016.

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1 What does Helping Hand offer over and above the NHS?The NHS often has limited resources and long waiting lists. Helping Hand bridges the gap during some waiting times, putting your clients in touch with a dedicated nurse. And each nurse adviser specialises in a different area – like mental health or cancer. This means they know exactly how to help your clients and will provide personalised and relevant support straight away. A dedicated nurse will also listen and provide emotional support, which the NHS may not have the time and resources to provide.

2 So is Helping Hand the same as private medical insurance?No. Helping Hand isn’t private medical insurance. It’s designed to help clients navigate the NHS and can direct them to local and national charities – so they can make the best use of all the support available.

3 How do my clients qualify for the service?To qualify, your clients just need to have a Royal London Personal Menu, Business Menu, Relevant Life or a Pegasus Whole of Life Plan. They don’t need to make a claim to use Helping Hand, it’s available to use from the day their plan starts and throughout the term of the plan. Helping Hand can also be used when a plan ends after a claim – for example, for ongoing support after a critical illness claim, or bereavement counselling for family members in the event of the death of the person covered.

4 Can my clients use Helping Hand before their plan starts, for example, with Free Cover?No. Helping Hand isn’t available until a plan starts. However, if a client makes a claim under their Free Cover, they’ll still get Helping Hand support.

5 Which family members can use the service?The plan owner or person covered and their family (partner/children) can use Helping Hand.

6 What if my client isn’t married with children?The only additional family members who can use the service are the partner and children of the plan owner or person covered. It doesn’t cover parents or extended family members.

7 Is there any excess to pay before my clients can use the service?There’s no excess to pay as Helping Hand isn’t private medical insurance.

8 Who are the Helping Hand dedicated nurses?A team of fully qualified and experienced nurses who work for RedArc, a third party nurse advice service.

9 What role do the dedicated nurses play in the service?The dedicated nurses are at the core of our Helping Hand service. They form a trusted relationship with clients and give ongoing support. They’ll contact a client soon after a request for support has been made, and will take the time to listen and provide information and advice. Their dedicated nurse will also take time to develop a personal support plan tailored to their circumstances. This could include organising additional services such as speech and language therapy, counselling, complementary therapies, access to a specialist cancer nurse, or practical help at home.

10 Will my client speak to a different nurse each time?No, a client is allocated to a dedicated nurse who gets to know them and their situation well.

11 Can a client use any part of the service without using the dedicated nurse?No, the most important part of the service is the long term, holistic support provided by the dedicated nurse. They will help to identify the best way to help your client.

FAQs (Finding Answers Quickly)

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12 Which complementary therapies can be used?A dedicated nurse can organise complementary therapies if appropriate, based on the needs of a client. They only use mainstream therapies – those that are available in the NHS and in hospices. These can include: aromatherapy massage for stress or bereavement, reflexology for anxiety and stress, hypnotherapy for help with sleep problems or to help to give up smoking (for cardiac and stroke patients), and acupuncture for pain relief.

13 Who are the third parties that provide the additional services and what are their credentials?RedArc only use accredited, well recognised organisations to source the providers of additional services. For example, BACP (British Association for Counselling and Psychotherapy) and FHT (Federation of Holistic Therapists).

14 Are these providers local practitioners?They’re based all over the UK. RedArc will find the most appropriate provider in a client’s area.

15 What do you mean by serious illness? For example, can a client use it if they have a sports injury?RedArc is staffed by highly skilled nurses who use their expertise to support people with serious health issues such as cancer, cardiac conditions, multiple sclerosis, motor neurone disease, stroke, Parkinson’s disease, depression and trauma. This doesn’t include sports injuries unless they’re considered to be serious.

16 Are there any limits to the service – for example, a cash limit?There is a limit to how much we’ll provide to someone – but we don’t have a monetary limit as it depends on each person’s circumstances and the support plan the dedicated nurse suggests. If a nurse suggests additional services, it’s at our discretion whether to approve this, but generally we don’t refuse services that the nurse considers appropriate. Often, our customers find that just having their dedicated nurse to turn to for advice is enough – and there’s no limit to this support. Dedicated nurses are available during office hours.

17 If my client uses Helping Hand once, is that it? Can they use it again?Support from a dedicated nurse is ongoing for as long as a client needs it. They’ll always speak with the same nurse and there’s no limit to the length or frequency of calls. If a client needs to use the service again during the term of their plan, they may be able to speak to the same nurse for support. Another series of additional services may be provided if a client has a different serious health condition – at the discretion of the dedicated nurse and if clinically appropriate.

18 Does Helping Hand offer any other services?Yes, your clients can call 0345 6012 598 to use the medical, legal and career helplines. More routine health questions can be answered by the medical helpline. The legal helpline covers things like employment law or probate, and the career helpline can provide advice on replacing key staff or finding a new job.

The calls made to the helplines are completely confidential and will not be discussed with Royal London. These support services are provided by third party suppliers Cazden Limited (career), Knights Professional Services (legal) and RedArc Ltd (medical).

Helping Hand is a package of support services, provided by third parties that aren’t regulated by the Financial Conduct Authority. These services aren’t part of our terms and conditions, so can be amended or withdrawn at any time.

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royallondon.com

The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and thePrudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered

in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL. Royal London Marketing Limited is authorised and regulated by theFinancial Conduct Authority and introduces Royal London’s customers to other insurance companies. The firm is on the Financial Services Register,

registration number 302391. Registered in England and Wales number 4414137. Registered office: 55 Gracechurch Street, London, EC3V 0RL.

April 2017 P10B0021/2