Claims Insights

I’m Lyndsey, I’m a Claims Case Manager for Group Income Protection here at Aviva.

We get notifications every day from employers looking to make a claim, or receive rehabilitation support for their employees.

Alison’s employer contacted me to let me know that she was struggling at work, due to ongoing symptoms regarding her Stiff Person’s Syndrome diagnosis.

This meant that she was struggling with pain in her upper torso, arms, legs, but also being off work had impacted her mental health, so she was struggling with anxiety and depression.

Alison described her feelings as ‘living in a pit of darkness’. She was really struggling and feeling isolated and alone.

I could see this was a sensitive situation and that Alison needed support straight away.

Alison was really worried understandably that she may lose her job and have to rely on friends or family for support financially. This is where the Group Income Protection policy comes into place.

I obtained Alison’s medical information and referred over to our Consultant Medical Adviser to understand treatment pathways.

She was getting frustrated within the workplace, as she was needing more and more time off, and just wanted to excel within her career.

Her employer were worried that this role was no longer suitable for her, but she really enjoyed her job, and was really eager to be able to stay within the workplace and be able to return to her role at some point.

This is a really tricky situation for both her employer and for Alison to be in.

The stress of the situation, being absent from work, and feeling the frustration of not being able to carry out her role further exacerbated Alison’s symptoms of anxiety and depression.

I became her dedicated case manager. I was Aviva for Alison, from the minute we started talking together, right through the claims process.

We spoke about her claim and any further support we may be able to offer.

As Alison had had previous absences due to her ongoing symptoms associated with Stiff Person’s Syndrome, I was able to piece those absences together to form a deferred period. So I was able to pay her claim sooner rather than later.

The policy meant that she receives 67% of her salary every month, the benefit basis that her employer put into place.

Alison will continue to receive this until she returns to work, or reaches retirement age if she remains medically supported. These payments give her a financial safety net, doing exactly what the policy is designed for. And she was struggling financially before the claim, worrying about how she would pay for her home, or if she would need to ask her family to help her out.

The payments have alleviated her stress, and its allowed her to concentrate on her health and getting better.

Although Alison didn’t want to be filmed herself, she’s happy for me to share her story on her behalf, and she’s allowed us to use a voice actor to share her thoughts.

I am really glad I was given my case manager as she has made such an impact on me personally. She made me feel so comfortable in our first call, I was able to be open and honest with her about my past mental health history.

She was so kind and never lost that human touch - something that you never expect with insurance.

Aviva has given me control over my financial life again and I could not be more grateful.

For more information on Aviva Group Income Protection, contact your employer, financial adviser or usual Aviva contact. Or visit us online at aviva.co.uk or search Aviva advisers.

I’m Alex, I’m 57 years old, and in March 2024 my life changed. I was diagnosed with aggressive prostate cancer. 

I was working, and still continue to work, for a small family run firm, with about 15 employees, as a financial adviser.

I’ve always been active. I remain an active member of the local rugby club and have a great social life, and my health seemed fine.

At the time, I had no symptoms for cancer, but my partner had been badgering me to ensure that I go and get the PSA test, to check for prostate levels in my blood.

The nurse wasn’t keen at first as it’s not a normal, automatic test.

What they found with the test results, the GP said ‘I’m not too concerned, but I think it’d be worth sending you for an MRI scan’.

At the time, I didn’t expect to be diagnosed with prostate cancer, I felt fine. But I was remarkably sanguine when they told me the news. I guess I’d prepared myself for the worst and hoped for the best.

My mind immediately turned to ‘what’s the best route for me?’

I decided that the radiotherapy route was the best route.

I also began monthly hormone therapy injections. It basically puts your hormones into the menopause state, which is an interesting experience, and thankfully just temporarily.

I had other treatments too.

I needed to pay for travel for lots of my appointments and to take time of time off work, which my employer was fantastic about.  

But at the time, it was the treatment that was important, not the finances. I wasn’t thinking about how is this going to impact on my financial side.

I didn’t tell many people originally, because, I think with cancer, it’s one of those ones where, you know, you’re going on this journey on your own, to a certain extent, and, I just told a few close confidants.

It was one of my colleagues who reminded me about the critical illness cover that I have with Aviva. And that nudge was a little ironic, given it’s a policy I recommend to all my clients, but I wasn’t necessarily thinking about it for myself at that immediate moment in time. 

 

And I must admit, I was blown away by how simple it was to claim. I completed a short form, and my case manager did the rest.

I then got notified that my claim had been accepted and payment was made.

It allowed me to have support for the costs of going to these treatments, for medical costs, and also give me the option, should I wish, to do things like pay off a mortgage, to take the pressure off you financially.

It alleviated some of the stress associated with such serious illnesses as cancer.

So I’m glad the policy was there for when I needed it. You hope never to have to claim on a critical illness, I’d rather not have claimed on the critical illness policy, but when I need to, it was there for me.

 

Having now become a statistic, I now know at first-hand how important it is to have that critical illness in place.

GP: For more information on Aviva Group Critical Illness cover, contact your employer, financial adviser or your usual Aviva contact. Or visit us online, at aviva.co.uk or search Aviva advisers.