Updated on 05/01/2021
Yes. We are still accepting referrals by telephone to provide return to work support.
We will need a completed consent form in order to progress a referral. As long as we have up to date contact details for the employee (phone number, email address and postal address) we can send and receive the consent form:
Workshops are being delivered via webinar. All existing bookings for face to face seminars have been changed to webinar delivery, Bookings for new webinars can be made via the usual booking platform and will be delivered via webinar for the foreseeable future.
Yes. Our top priority is to continue serving our customers while caring for our people and we’re confident in our ability to do this.
We are committed to the ABI Protection Pledges to:
Supporting the NHS
We will need the normal medical evidence to confirm eligibility for benefit. However, we want to reduce the burden on the NHS wherever possible and also ensure that there are no unnecessary delays in assessing claims and paying benefit. Therefore, we are looking at other ways we can gather the evidence needed e.g. in the first instance we will phone claimants to gather information directly where possible, we will also make requests of resources that do not place a burden on the NHS, such as Occupational Health. If we are not able to gain the medical information that we need from these alternative sources then we will continue to request information from doctors/consultants as needed.
Supporting those making a claim
We’ve identified critical system needs for our business and have plans in place to ensure they will remain operational during this pandemic.
The business continuity procedures in place allow for post, such as original certificates, to be collected and processed in the usual way from our Dorking office. These procedures are being constantly monitored and reviewed, and we will let customers know if there are any changes that impact them.
Original certificates
Until further notice, we are adopting the following approach:
For policyholders and brokers:
The documents must be sent from the appropriate work email address.
Our preference is to receive a wet signature on claims documents, however, until further notice, we will consider the following additional options:
For policyholders and brokers:
The documents must be sent from the appropriate work email address.
For Trustees
For employees:
Supporting vulnerable customers
We continue to offer vulnerable customers additional support and assistance where required.
We are committed to the ABI Pledges to:
For members who have initiated medical underwriting (e.g. made an appointment for a tele-interview, completed a tele-interview or we have received an application form), our terms and conditions allow temporary cover to continue until any medical information is received and/or we reach a decision. If we are unable to obtain the information we need to complete medical underwriting we will:
Our delaying of the underwriting decision is a temporary measure due to the current coronavirus pandemic. It is not a medical decline or restriction at this time and should not impact the member’s ability to apply for insurance in the future.
If the member does not engage when the medical underwriting process is restarted they will remain limited to the free cover limit or the most recent benefit on risk, if higher.
Please note that members who were previously restricted, either due to a medical decision or non-completion of underwriting, are not eligible for temporary cover.
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