Canada Life initially appointed RedArc in 2011, during which time RedArc has helped nearly 1,500 of its customers who have been diagnosed with a serious illness. On average, RedArc supports around 200 Canada Life claimants at any one time and has conducted many thousands of phone calls, provided support via letter, email and arranged a diverse array of external therapies and counselling services.
RedArc is one of a number of specialist service providers which add significant extra value to complement the financial support available via Canada Life’s Group Critical Illness policy. RedArc provides practical and emotional support to scheme members - once a critical illness claim has been submitted – on a model where the referral is automatic (unless the individual has opted out) noting, importantly, the service is free for the employee at the point of claim. The support is provided for as long as is needed and RedArc nurses may refer individuals to specialist therapy or counselling if it is required – at no extra cost to the individual or insurer.
The scope of the current partnership has seen RedArc provide support for policyholders with serious illnesses (over the five-year relationship) with 65% of the Canada Life cases managed by RedArc being cancer-related, 13% cardiac-related, 6% Multiple Sclerosis and 5% stroke-related.
Canada Life Patient Survey
Canada Life’s Group Critical Illness policy currently covers 275,000 employees and in the 2016 patient survey, 98% of policyholders said that they rated the RedArc support service as good or excellent and 95% said that the service enhanced their view of Canada Life. The automatic opt-in approach adopted at the point of claim has encouraged service usage noting that the longest period of support for a Canada Life policyholder is over four years.
Paul Avis, marketing director for Canada Life, said: “Any insurer can provide a financial benefit but we believe that much more than a cheque is needed when an individual is having a significant change in their life circumstances. RedArc fulfils our ambition to be the insurer that genuinely supports those we cover, beyond the financial and contractual.
“The patient survey and long-term, valued support available is unique, with the unlimited provision of practical and emotional support providing a clear reason why to choose Canada Life. This is not viewed by us as a marketing gimmick: we think RedArc provides amazing support and the opt-out model maximises service utilisation.
“Treatment for critical illness can obviously be long-term or lifelong and that can lead to emotional issues, even if the specific medical problem is in hand and the patient’s financial worries are alleviated by our Group Critical Illness insurance. RedArc has demonstrated that a complementary support system is both hugely valued and utilised by our employer customers and their employees and so it was a no-brainer to continue with this service.”
Christine Husbands, managing director for RedArc says: “Despite their best efforts, in an over-stretched NHS, doctors and nurses rarely have the time to discuss anything other than the patient’s specific illness. Even in private healthcare the focus is on the patient’s primary health condition. A personal nurse adviser, however, is able to help an individual with broader issues, such as getting a second medical opinion, how to return to work, how to deal with relationship issues that arise as part of the illness and also more generic confidence or self-esteem problems. Also, in the healthcare profession patients don’t always see the same medical staff each time, and may have to keep repeating their medical history which can be stressful. Being able to talk to the same nurse adviser each time is greatly valued.
“We were delighted to hear that so many of Canada Life’s policyholders have found our service to be helpful and that is has contributed to them having a very positive opinion of the insurer.”
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