Supporting employees through life's challenges

Patrick Harvey, Aviva Group Protection Claims & Rehabilitation Operations Manager, shares how our group protection claims process is designed to help employees and employers navigate life's challenges.

At Aviva, our commitment to providing financial support is evident in the scale and consistency of payments we make across tens of thousands of claims. In today's fast-paced world, the well-being of employees is paramount to the success of any organisation. At any time, any one of us can be impacted by illness or death. During those incredibly difficult times, our Group Protection claims team is here to offer support. The team is passionate about looking after customers and delivering a first-class service.

Speed of support

Speed is a crucial part of group protection claims. It's important that financial support is provided promptly during times of need. For employees, quick claim settlements reduce stress and financial strain, allowing them to focus on recovery or managing their situation. For employers, efficient processing helps maintain workforce morale and productivity, as employees feel supported and valued. Having a responsive claims team is the cornerstone of successful claims management. It helps foster trust with all parties involved.

Clear communication

Clear communication ensures that all parties involved in the claims process understand the procedures, requirements, and timelines. It helps in setting realistic expectations and reduces the likelihood of misunderstandings and disputes.

1. Transparency: Being transparent about the claims process, including the steps involved, documentation required, and expected timelines, helps employees and employers feel informed and reduces anxiety.

2. Consistency: Providing consistent information across all communication channels ensures that claimants receive the same message, regardless of who they speak to. This consistency builds trust and reliability.

3. Clarity: Using simple and straightforward language avoids confusion. Avoiding jargon and technical terms makes it easier for employees and employers to understand the information being conveyed.

Rehabilitation and return to work

Rehabilitation is a comprehensive approach that aims to restore an individual's physical, mental, and emotional well-being following an illness or injury. It can help ensure that employees receive the necessary support to recover and return to work as quickly and safely as possible.

Our claims managers play a crucial role in supporting and signposting rehabilitation services. They work diligently to understand the unique needs of each claimant and guide them through the process. Our dedicated team of rehabilitation specialists work closely with employers and employees to develop personalised recovery plans. By offering a range of services, including physiotherapy, counselling, and vocational support, we ensure that employees receive the best possible care. This proactive approach not only aids in faster recovery but also provides claimants with the reassurance and support they need during challenging times.

At Aviva, we understand that the well-being of employees is integral to the success of any organisation. Our commitment to providing prompt financial support, clear communication, and comprehensive rehabilitation services ensures that employees and employers alike feel supported during difficult times. The team are passionate about looking after customers, helping them navigate life's challenges with confidence and peace of mind. 

Rehabilitation services are non-contractual services, which Aviva can change or withdraw at any time. Some services are provided by external providers.

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