Insurers - Added Value Services

We are proud to work with many of the leading insurance providers in the UK – most of which offer great added value services as part of their protection policy’s. We’ve summarised below some of the most popular providers we work with and their added value extras.


Smart Health – Giving AIG clients and their families 24/7 unlimited access to health and wellbeing experts at no extra cost – wherever they are in the world. Click here, or read on for more information…

Smart Health connects AIG clients to the tools to manage their health and wellbeing. It offers a suite of services; from on-demand consultations with UK based GPs to Best Doctors – the expert case management service with the world’s top specialists. (A secure, one-time ID check will be put in place when AIG clients use some of the Smart Health services for the first time – when they specifically need to interact with medical professionals as part of their care)

Smart Health is available to all AIG clients and their immediate families (including children up to the age of 21) – it doesn’t matter what type of cover they have with AIG, when they bought it or how they bought it. All six services can be accessed via the website – suitable for smartphones, tablets and desktop. The 24/7 GP can also be accessed via the Smart Health app, and clients can download it from the App Store or via Google Play.

24/7 Virtual GP

Managing our health doesn’t always fit in to the 9-5 – we know. That’s why when AIG clients require a medical appointment, the Smart Health service provides them with unlimited, round the clock access to a GP. Bookable on the app, you’ll get a 30 minute slot at a time that suits you – wherever you are in the world. Whether it’s over the phone or via video call, the team are on hand for medical advice, prescriptions or further specialist referral.

Medicine Delivered To Your Door

As part of Smart Health you have the option for your private prescription medicine to be delivered to your front door. The prescription delivery service provides next day delivery nationwide (if ordered before 1pm) and same day delivery in London (if ordered before 3pm), meaning you can access the prescription medicine you need, without leaving your home.

Expert Case Management – Best Doctors

We’re bringing clients and their families closer to our network of 50,000+ medical specialists with the expert case management service from Best Doctors. If AIG client needs a second opinion on a complex case or is struggling to obtain a diagnosis, world-leading experts will be on hand to assess their case and provide recommendations for treatment on a wide variety of conditions.

Mental Health Support

The dedicated team of support staff are available to provide the right support strategy and treatment. They’ll talk to you to get to the bottom of the condition and then recommend the right solution. Whether it’s to help your cope with stress, anxiety, trauma, depression or a recent bereavement, the service is there to help you and your families when they need it most.

Health Check

The Smart Health online questionnaire supports patients who want to take control of their health and take proactive steps to manage their lifestyle. It can even help those who want to discover more about their cardiovascular profile or screening programmes that may suit them. The service produces a personalised report containing tips for improving medical conditions and nutrition, as well as forming healthy habits for the future.

Nutrition Consultation

Our nutrition consultation service can help answer questions either over the phone or online. A team of specialist nutritionists can give advice on weight loss, pregnancy, food intolerances and much more. Their expert advice and knowledge will provide patients with a personalised plan, including meal plans and weekly menus, all to support you to reach their nutritional goals.

Fitness Programme

Smart Health’s tailored online 4 or 8 week programmes, are designed by sports coaches and nutrition experts, an ideal solution to support your health and fitness goals through combining diet and exercise. Whether you are training for an event or simply want to lose weight, you’ll get a weekly menu and a daily exercise routine that is designed just for you.


LV= Doctor Services. Click here, or read on for more information…

Available to personal and business protection clients.

Confidential, expert medical advice

When it comes to your health, we know you want the best and as the UK healthcare system continues to change and our lives get even busier, the need for quality, convenient medical services has never been greater.

We want to add further value to our clients’ policy with us. That’s why all new clients will get access to LV= Doctor Services at no extra cost, giving them fast and convenient access to expert medical services.

We’ve recently added three additional services for clients to benefit from, including Remote Physiotherapy and Remote Psychological Services as well as offering discounted health MOTs. These new services will also be available to clients who can already access LV= Doctors Services.

Remote GP

Speak to a UK doctor to talk through any health or medical concerns by video consultation or over the phone. Clients can book an online appointment up to five times a year.

Prescription Services

Get a private prescription without the need to visit their local GP.

Second Opinion

Check a diagnosis and get advice on treatment options with a UK medical specialist by video or face to face consultation.

Remote Physiotherapy

Get five free sessions with a trained UK physiotherapist and receive a bespoke treatment plan through video consultations.

Remote Psychological Services

Get access to five free sessions of mental health support including counselling and cognitive behavioural therapy from a network of highly trained therapists.

Discount Health MOT’s

Benefit from 25% off health MOTs – a service that provides an assessment of overall health, identifying any health risks and areas of improvement.

Why LV= Doctor Services?

As the UK healthcare system continues to change and our life expectancy continues to be on the increase, LV= Doctor Services puts you in control and helps to keep you healthy for longer.

How to use the LV= Doctor Services –

It’s really easy for you to keep a check on your own health, as well as your children’s (up to age 16) with LV= Doctor Services:

Simple to use – one app, five services downloadable to a smartphone device
Easy access – to a leading network of over 5,000 UK health and medical professionals and specialists
Serious illness or everyday health concern – get expert, confidential medical advice for whatever you are concerned about
Convenient – you can see a doctor or specialist from the comfort of their home, at work, or whilst away on holiday, without the waiting room
• Access to discounted health MOT’s via our LV= Square Health advice line
• Appointments available between 8am – 7pm Monday to Friday, 9-1pm Saturdays (excluding bank holidays)

LV= Helpline and more

Every client who takes out (covered by) one of our personal and business protection and retirement products and agrees to become a member of Liverpool Victoria Financial Services Limited (LV=) will be entitled to a range of value-added benefits and support. These include free and unlimited access to our confidential Member Care Line, as well as generous discounts on a number of general insurance products provided by LV= General Insurance Group, a subsidiary company of Allianz Holdings plc.
You will have access to a team of medical professionals, with no limit on how many times you use it.

Health Advice

Key Benefits:

Clients and their family will be able to speak to our team of qualified doctors and nurses, who can offer practical help on anything they’re worried about, including:
• If you’ve been diagnosed with a specific illness or injury, our medical experts can advise you on what to expect. GPs and consultants don’t always have the time to explain everything in detail, so the helpline can be used to explore diagnosed conditions further.
• The team running the helpline can supply supportive literature and provide details of local hospitals and treatment centres.
• You can also use the helpline for expert lifestyle and nutritional advice.

Individual Support Services

Health and medical matters

The services from the Member Care Line provide LV= clients with access to confidential help and advice on many issues relating to general health and wellbeing. This service is provided by a team of qualified nurses, who also have access to doctors where required.

You can discuss health and lifestyle issues, medical symptoms and worries with a sympathetic professional.

The Member Care Line provides help and advice on the following;
• Medical Advice
• Parental or Childcare
• Elderly Care
• Health and Lifestyle advice
• Pre-travel advice

Counselling Service

Paying for counselling can be very expensive and waiting lists on the NHS are often long. But with the LV= Member Care Line, your client will be able to speak to a qualified counsellor whenever they need to for in-the-moment support

Key benefits:
You (and your family) can speak to a qualified counsellor on anything you are worried about, including:
• relationship difficulties, emotional problems, bereavement, family problems and stress or anxiety
• the team can also suggest support groups and organisations which could help you further

24 hour access to Legal Advice – Click here or read on for more details…

What is the Legal Advice Line?

The Legal Advice Line, part of our Member Care Line, gives you access to a team of legal advisers who can talk to you about your rights and how to deal with various legal situations.

Here are some of the most common queries:

Employment rights

Neighbour disputes

Property related issues

Consumer rights

Wills and probate

Tenants and landlords

Call free anytime on 0800 876 6616 Option 2 – Legal support (provided by Lyons Davidson Solicitors)

Discounts on LV= general insurance

As a member, you will be entitled to discounts on general insurance products (car, home, pet) provided by LV= General Insurance Group, a subsidiary company of Allianz Holdings plc.

Member Support Fund

Once you’ve been a member for a year, you’ll be able to request financial assistance if you (or a family member) are struggling to make ends meet. Since 2001, we’ve helped hundreds of members by offering a financial helping hand as we understand sometimes people do fall on hard times, through no fault of their own. This could include things like funding for specialist equipment following an accident, or adapting the home following the diagnosis of a serious illness.

Member Care Line – 0800 876 6166

Text Direct 18001 0800 876 6166

Option 1: Counselling or a medical expert

Option 2: Legal advice

Open 24 hours a day, 7 days a week*.
* Calls requiring a medical expert can only be taken from 9am – 5pm on weekdays. Any calls outside this time will be given a call back the following day during opening hours.

Option 3: Member support fund
9am-5pm on weekdays.


Wellbeing Support. Click here, or read on for more information…

Wellbeing Support is provided by RedArc Assured Limited. Support and help can range from a reassuring chat, information, advice and guidance, to a clinical assessment and organising specialist services.

It’s included as standard

When your clients take out a life insurance, critical illness cover, income protection, rental protection or business protection policy they get access to Wellbeing Support throughout the life of the policy as standard.

Available to the policyholder and their immediate family

This means your client, their partner, and their children living in the same household, can get support from a RedArc nurse.

Self-referral, not self-help

Your clients can call RedArc directly – they don’t need to let us know. The phone number and email address can be found in the customer guide within their online portal ‘MyAccount’, alongside policy

There are no exclusions

Wellbeing Support is not underwritten, so anyone who has a policy can use it whether they have a pre-existing condition or not.

Can be used any time

Wellbeing Support is available from day one of the policy, and your client doesn’t need to make a claim to use it. If your client makes a valid claim and their policy ends, the policyholder and their immediate
family can continue to access Wellbeing Support for a further six months.

Help from RedArc, for as long as needed

RedArc nurses will provide help and support for as long as needed. Conversations are never time-pressured and there is no limit on the number of times your client can use this service


A nurse will clinically assess your clients’ needs and swiftly put the right personalised support in place. Here are some examples of how Wellbeing Support may help, If you don’t see your client’s situation in this guide, don’t worry – they should give RedArc a call.

Practical and emotional support

The client’s assigned nurse will call as often as they need, for as long as it takes

Mental health

Support is available for any clients suffering with with mental ill health whatever the cause such as stress or anxiety, a relationship breakdown or bereavement. Help can include a course of specialist counselling if appropriate.

Recovery from illness or

Help managing recovery, including return to work, lifestyle advice and if appropriate, access to external services such as a course of physiotherapy and speech therapy

Diagnosis understanding

RedArc can answer questions the client may have about their diagnosis and treatment next steps, including – if needed – arranging a second medical opinion

Dietary and lifestyle

Advice on illness prevention, recovery, minimising risk and staying as well as possible

Serious and chronic illnesses management

Guidance on ways of best managing an illness, what to expect and treatment possibilities

Health service guidance

Help navigating the NHS, other health services, social care systems and charities, plus assistance finding support groups

Later life planning

Including information on government services, retirement housing and finances


Rehabilitation Support Services (for income protection clients)

Click here, or read on for more information…

At no extra cost, your policy includes access to our Rehabilitation Support Service. It means you can be referred for treatment of an illness, injury or mental health condition that stops you from working. And any treatment received doesn’t affect your monthly benefit. The service is there to give you the peace of mind that you’re supported through an injury or illness that has the potential to keep you off work for an extended period of time.

How it makes a difference;

Supports mental and physical health problems

Personal, tailored support that’s built around you

Gives you rapid access to in-house experienced clinicians

Treatments arranged on your behalf

May prevent prolonging of illness or injury, or your condition from worsening

Early intervention aims to get you back to good health and work quicker

Our services;

Our UK wide in-house team of clinical healthcare experts are equipped to fully manage
your absence from start to finish, and are with you at every step to help you get better,
and back to work.
They’ll work with you to get you healthier quicker, and support your return to work with
a tailored plan that suits your needs.


This helps us understand your needs and progresses your claim. You can speak to your claim handler to discuss how your injury or psychological difficulties could prevent a return to work.

Full assessment

More in-depth than a triage, a full assessment is usually done to establish what care pathway would be most beneficial and appropriate for you. This can be done on the telephone or face-to-face.

Ongoing reviews

We’ll keep reviewing your situation and manage your claim. We’ll also help you understand any treatments or self-help measures that our clinical team recommend, and monitor any new medical information.

Return to work planning

We’ll work with you to put a personal plan in place to get you back to work, when you’re ready.

If our experienced in-house team cannot find the appropriate treatment, they may be able to put you in touch with one of our specialist partners at no extra cost;


A network of therapists and psychologists throughout the UK. Treatment can be delivered face-to-face, or by a secure video call, telephone and online.


Every physiotherapist is hand-picked, and guarantees an initial assessment within five days.

Vitality 360

Assesses the current situation including past medical
history, presenting symptoms, impact on functional and
vocational capacity and psychological wellbeing


In addition, you can add Fracture Cover to your plan for £5.90pm, or Private Diagnostics Cover for £4.50pm. Click below for more information;

Fracture Cover

Private Diagnostics Cover

The Exeter

Healthwise – for Life Insurance clients. Click here, or read on for more information…

As a member of The Exeter, you and your family have access to the HealthWise app, our member benefits service.

HealthWise is designed to help keep you healthy and happy every day. The app offers quick and convenient medical advice and treatments that can be accessed from anywhere in the world through our HealthWise app on your smartphone or tablet. What’s more, it can be used without the need to claim on your policy, so using it will not affect your premiums or any No Claims Discount (if one applies to your policy).

Here’s what HealthWise offers you in addition to your policy:

GP on demand (up to 4 consultations each year)

With demand for GP appointments rising and the number of NHS GPs falling, it comes as little surprise that many people have to wait weeks to be seen. HealthWise takes this wait away, by allowing you to book phone or video consultations via the app with experienced, UK-based GPs without leaving home, or from anywhere in the world.

GP on demand can: Offer clinical advice and guidance. Issue a prescription if required. Recommend further treatment

Second medical opinion (up to 2 consultations each year)

Sometimes we all need a second opinion to help make a difficult decision. You can use HealthWise to access our second opinion service, where a diagnosis can be assessed and analysed by a second expert pair of eyes. It could provide a different treatment option, or just valuable reassurance.

Lifestyle coaching (up to 6 consultations each year)

With HealthWise, you can access lifestyle coaching, which is designed to take a holistic view across a range of areas that can affect your health, wellbeing and happiness. Lifestyle coaching is designed to tackle any problems that exist and deliver long-term and sustainable improvements, for example helping manage medical conditions such as diabetes.

Registered dietitian consultations (up to six consultations each year)

Members can access one-to-one consultations with a HCPC registered dietitian who can help improve health and wellbeing, including working with special dietary needs due to health conditions such as coeliac disease.

Services available: Weekdays 8am-7pm GMT. Saturday 9am-1pm GMT (GP on demand only) Excluding Bank Holidays

How to access HealthWise: HealthWise can be downloaded for free from the App Store or Google Play. You will need your policy details in order to activate your HealthWise account.

Healthwise – for Income Protection clients. Click here, or read on for more information…

As a member of The Exeter, you and your family have access to the HealthWise app, our member benefits service.

HealthWise is designed to help keep you healthy and happy every day. The app offers quick and convenient medical advice and treatments that can be accessed from anywhere in the world through our HealthWise app on your smartphone or tablet. What’s more, it can be used without the need to claim on your policy, so using it will not affect your premiums or any No Claims Discount (if one applies to your policy).

Here’s what HealthWise offers you in addition to your policy:

Remote GP appointments (up to 4 consultations each year)

With demand for GP appointments rising and the number of NHS GPs falling, it comes as little surprise that many people have to wait weeks to be seen.

HealthWise takes this wait away, by allowing members to book phone or video consultations via the app with experienced UK-based GPs without leaving home, or from anywhere in the world.

The service offers clinical advice and guidance, and GPs can issue a prescription if required or recommend further treatment. (The cost of prescriptions or referrals to a private specialist or consultant is not covered by the HealthWise GP service).

Second medical opinion (up to 2 consultations each year)

Sometimes we all need a second opinion to help make a difficult decision. You can use HealthWise to access our second opinion service, where a diagnosis can be assessed and analysed by a second expert pair of eyes. It could provide a different treatment option, or just valuable reassurance.

Physiotherapy (up to 6 consultations each year)

With HealthWise you can also receive diagnosis and treatment of musculoskeletal problems. With access to a network of physiotherapists, you can get the help you need via video consultation.

Mental health support (up to 6 consultations each year)

HealthWise also gives you access to counsellors who can assess and treat mental health conditions as well as offering emotional and behavioural support. The service is provided by video consultation with therapists via the app.

Registered dietician consultations (up to 6 consultations each year)

Members can access one-to-one consultations with a HCPC registered dietitian who can help improve health and wellbeing, including working with special dietary needs due to health conditions such as coeliac disease.

Lifestyle and nutrition consultations (up to 6 consultations each year)
Members can access lifestyle and nutrition coaching, which is designed to take a holistic view across a range of areas that can affect health, wellbeing and happiness. Our lifestyle and nutrition consultants can help members with stress management, improving sleep and motivation to exercise.

Services available: Weekdays 8am-7pm GMT. Saturday 9am-1pm GMT (GP on demand only) Excluding Bank Holidays

How to access HealthWise: HealthWise can be downloaded for free from the App Store or Google Play. You will need your policy details in order to activate your HealthWise account.


Zurich Support Services

We think anything that’s on our client’s mind is worth talking about. Even if the team can’t help on the call, they can point you in the direction of someone who can.

• Free and confidential health and wellbeing service
• Impartial help and support on a wide range of issues
• An independent service provided by our partner, Workplace Options
• Up to five sessions of professional counselling
• Not just available at claims stage – your client can use this throughout the lifetime of their policy
• Available to your client and their family with no limit on queries or issues

Zurich Support Services is available to our clients, and their family, 24 hours a day 365 days a year and can be used from the moment they take their policy out.

Zurich Support Services aim to help your client achieve a positive work-life balance.

Daily living

• Referrals to specialist organisations and services
• Saves your client time and legwork
• Includes – property search and household help

Family Caring

Childcare support and referrals
• Support on education, sourcing local schools and support on teenager issues
• Tailored searches to identify available childcare vacancies
Elder care support and referrals
• Support on health conditions such as strokes, dementia and Parkinson’s disease
• Information on benefits, community care and in home support aids
• Tailored searches for elder care accommodation and community resources

Career coaching

• One hour session with a qualified coach by telephone appointment
• Area of focus dependent on your client
• Confidence building, proactive problem solving

Debt and money management

• Income and expenditure assessment
• Appropriate and realistic action planning
• Negotiations with creditors to reduce or freeze payments
• Support with IVAs, bankruptcy, default notices or CCJs

Legal information

• Information provided by trained specialists
• Includes – relationship and family matters, problems at work, property, consumer rights

If you needs support on any personal, mental and emotional issues throughout your policy or at claims stage, Zurich Support Services are there to help.

Examples of emotional issues

• Bereavement and loss
• Esteem and confidence
• Depression and anxiety
• Personal stress
• Addiction and dependence
• Relationships and family dynamics

• Access to short-term counselling (up to 5 sessions)
• Provided by fully qualified and experienced counsellors (BACP, UKCP)
• Suitable counsellor will be appointed within 2 working days of initial assessment
• Appointment available within 5 working days of contact with counsellor
• Face-to-face counselling offered
• Referrals for long-term support if needed beyond the 5 sessions

Accessing Zurich Support Services:

Freephone helpline: 0800 326 5061 (available 24 hours a day, 365 days a year)
Workplace Options website:
Live chat (available on Workplace Options website)


Policy Plus

When you take a protection policy with Aegon, you and your family will have access to Policy Plus. It’s included in your policy as standard, and you don’t need to make a claim to use it. Policy Plus offers support services if you’re going through tough times. For health and wellbeing concerns, you can access a confidential helpline for compassionate support and guidance 24/7 – 365 days a year, as well as online self-help tools. If you’ve had a recent medical diagnosis, you’ll be able to have it reviewed by another UK-based specialist. The burden of bereavement can be eased, through an early payment of up to £10,000 towards funeral costs, when probate causes delays. If you’ve got business protection, you can get recruitment support to keep your business running if you, or a key employee, are unable to work.

Health and wellbeing service

Our health and wellbeing service, provided by Health Assured, supports clients and their family by providing access to confidential, compassionate counselling and on-demand web and mobile support tools.

They’ll support clients with a range of issues including bereavement, medical diagnosis, emotional health, relationships, family concerns, finances, debt, legal issues, and consumer rights.

Call Health Assured – Qualified and experienced counsellors are available all day, every day and will tailor the support they provide to suit your client’s individual needs and circumstances – call
0800 028 9095.

Go online – Access the Your healthy advantage website or Health e-Hub mobile app from the Apple Store or Google Play for a full range of on-demand self-help tools, webinars, factsheets and health checks, to support their long-term health and wellbeing.

Second medical opinion service

Our second medical opinion service, provided by RedArc, offers a confidential face-to-face consultation with a UK-based specialist to review your medical diagnosis. You have a dedicated nurse adviser allocated. They’ll discuss your medical history, and gather the information needed to confirm if a second medical opinion is right for you.

At the consultation, the specialist will discuss your diagnosis, test results and recommendations. You’ll be able to ask questions and consider any treatments available through the NHS or private care. The consultation will be local to where your live. After the consultation, you and you GP will receive a report that summarises the second medical opinion and any further recommendations.

The dedicated nurse adviser will continue to provide ongoing phone-based support, after the consultation, until you no longer needs it.

Call RedArc on 01244 62 51 80 to find out more and talk to a nurse adviser.

Key person replacement service

Our key person replacement service, provided by Identify HR & Resourcing Solutions, supports business clients, when illness, injury or the loss of a key employee threatens the continuity of their business.

Whether recruiting on a temporary or permanent basis, Identify HR & Resourcing Solutions will tailor the advice and support they provide, to suit the situation and need.

They’ll help to write job specifications, identify where to advertise, engage recruiters and provide CV’s of potential candidates. They’ll also provide guidance and support on all aspects of employment law through their employment helpline.

Call Identify HR & Resourcing Solutions on 01688 32 06 20 Monday to Friday 9am to 5pm, or email [email protected]

Funeral Payment Pledge

Our funeral payment pledge helps bereaved families to meet the funeral costs of their loved one, when there are delays due to probate.

It’s an advanced payment of up to £10,000 on a valid life protection claim. The benefit payment goes directly to the funeral home or funeral director so the funeral can proceed. To talk to one of our Claims team, or to submit a claim call 03456 00 04 93.


In addition to the great benefits Vitality offer – available through clients’ Member Zone – here are some of the highlighted ones:

1. Vitality extends GP telephone line to all members.

To ensure Vitality members are well informed and accessing the latest clinical advice regarding Coronavirus, we have opened up our telephone GP Advice Line to all Vitality members.
Previously only available to health members, for the first-time life and invest members are now able to use the service.

Whilst in the first instance, members should call the NHS 111 online, where they still have health concerns or additional questions, members can now call the Vitality GP Advice Line service and speak directly to a doctor to discuss symptoms or any questions they may have on the virus.
Clients can find details of the telephone number and how to access this service on the Member Zone (0345 279 8856)

2. Vitality Magazine, Blogs, Apps & the YouTube channels to help with the following:

Social Distancing
Nutrition with frozen produce
Jess Ennis gives tips on home workouts
Mental Health –
How to help the kids understand
Mindfulness Apps
Adults & Kids things

3. The Vitality Programme

Vitality are constantly looking to adapt the Vitality Programme to help clients to stay healthy and active so keep checking emails and the Vitality Member Zone for updates.

Royal London

Helping Hand – Personal

So, what exactly is Helping Hand?

It’s a service that gives clients access to comprehensive support at no extra cost.

It provides customers experiencing a wide range of serious illnesses, injury or bereavement with the support they need to get through the tough times.

Helping Hand is available to clients and their partner and children from the day their plan starts.

A dedicated nurse, provided by our independent partner, RedArc, is at the heart of Helping Hand. And will be you main contact if you need to use the service.

They’ll listen, assess your needs and concerns, and create a personal support plan to make sure you get the help that’s right.

Every case is different so the support will always be tailored. And you will get ongoing help from the dedicated nurse for as long as you need it.

So what does this mean for you?

Helping Hand is something you can use it even if you never make a claim.

For new customers, from 1st January 2022…

Helping Hand includes a wellbeing support service, designed to help maintain a healthy lifestyle. It offers;

Health Hero – 24/7 access to virtual GP consultations by qualified, experienced, NHS practising doctors delivered through a suite of digital tools for your client’s convenience.

Thrive: Mental Wellbeing

Help for your clients to improve their mental wellbeing using an NHS approved app. They’ll get personalised advice and recommendations to help prevent, detect and manage mental health conditions.

PAI (Personal Activity Intelligence)

Clients can find out their heart health score and link their wearable devices (FitBit, Apple Watch or Amazfit) to measure the impact of physical activity on the heart. They’ll get ongoing, tailored guidance on how to improve their heart heath.


Created by physiotherapists, this app can assess a musculoskeletal problem, for example joint pain, and give clients access to physiotherapy advice and personalised exercises – potentially preventing an issue from getting worse.

Helping Hand – for Business

Losing a key member of staff can have practical and emotional consequences. So, our Helping Hand service supports businesses too.

Clients will have access to this service from the day their Business Menu or Relevant Life Plan starts. It can help in a number of ways, and you won’t need to pay anything extra to use it.

Business clients can get independent support from a recruitment helpline which can help with sourcing temporary cover for a key member of staff. And a legal helpline can help answer questions around employment law.

What’s more, the person covered by the plan, their partner and their children, will have access to a dedicated nurse who can give tailored and personal support for as long as it’s needed.

A recruitment specialist

We work with a recruitment specialist, Cazden, to help keep our client’s business running if a key employee is seriously ill and can’t work. They’ll contact recruitment agencies on your client’s behalf and will provide them with a list of suitable candidates within 48 hours. And if an employee can’t return to work, they’ll help your client to write job specifications and prepare paperwork for recruitment agencies so they can find a permanent replacement.

Independent Legal Advice

Good legal advice can help business cope with the impact of losing a key person. Helping Hand’s legal helpline can give them advice on all aspects of employment law. For example, if their employee is absent for a period of time because they’re seriously ill, they can get help to understand their position. They can also get advice on things like shareholder options, or succession planning in the event of the death of a key member of staff. The person covered by the plan, and their partner and children, can also use the legal helpline to find out about things like wills, or probate.

Scottish Widows

Scottish Widows Care. Click here, or read on for more information…

As well as financial peace of mind, life insurance policies can also offer a range of support services. These services can provide you and your family with practical and emotional support at a time when you might need it most.

At Scottish Widows, we have two services included with our Scottish Widows Protect policies at no added cost.

  • Red Arc
  • Clinic in a Pocket™ remote GP and prescription delivery services, by Square Health

The services can be used by you, your partner and your children from the day the plan starts and you don’t have to make a claim to use them.

What are the RedArc services?

RedArc has a team of Personal Nurses who are all highly experienced and qualified with a wide range of specialised and general medical knowledge. Their services include support for situations such as:

  • Any long-term physical or mental illness such as cancer, cardiac, depression, anxiety etc.
  • Bereavement
  • Trauma
  • Disability
  • Support on discharge from hospital – helping you recover

The Personal Nurse can also provide, where appropriate:

  • A face to face second medical opinion from UK-based specialists, or
  • A course of therapy e.g. counselling, complementary or occupational therapy

A dedicated telephone-based Personal Nurse will help you with your specific needs and situation and the same Nurse will remain with you for as long and as often as needed.

How you can use our Care service

Health concerns

If you or someone in your family needs help, advice or support relating to any of the above situations, just call our customer support team and explain that you want a referral.

At Claim Stage

Our claims team will explain how you or your family can contact RedArc. For a critical illness claim please call us on 0345 601 4839. If someone has died please call 0345 601 4179.

What are the Clinic in a Pocket™ services?

Clinic in a Pocket™ remote GP and prescription delivery services, by Square Health are available to all new policyholders from 22 March 2021.

This allows them, their children and partners to access a UK doctor 24/7 to talk through any health or medical concerns by remote consultation.

Accessed via our partner Square Health’s fully encrypted Clinic in a Pocket™ app, health history is encrypted and securely stored.

At a time where we’re learning to do more things remotely and the way we access health services is changing, Clinic in a Pocket™ gives you access to medical expertise from the comfort of your own home.

How you can use the Clinic in a Pocket™ services

Details of how to access the free service are in every new customer’s welcome pack. After registering, customers access these services direct from Square Health via their Clinic in a Pocket™ app for Android and Apple. Square Health are on hand to help with installation, registration and the GP service itself.

This service can be used to complement existing NHS treatment, for example to discuss a diagnosis.

There’s the option to upload a photo before the appointment and full details of the consultation are available for the customer to forward to their local GP.

Your remote GP can also write prescriptions, repeat prescriptions, and a ‘fit note’, where there’s a clinical reason. They can refer you to a private specialist if that’s needed face to face. ‘Fit notes’ and private referrals are both available at a cost of £15.

Private repeat prescriptions can then be delivered to your front door, free. Please note you may have to cover the charge for the medication.

Scottish Widows Protect offers Clinic in a Pocket™ remote GP and prescription delivery services, by Square Health as part of your policy, they are not part of our contractual agreement with you. These services can be amended, replaced or withdrawn at any time.


Guardian Anytime

We’re not just here for policyholders when they need to claim. All our policyholders get free additional benefits – anytime.

The following services can be used without the need to claim.

GP 24/7

Never wait for long to speak to a doctor again.

All policyholders and their immediate families can access a GP consultation from a UK-based doctor from their phone, tablet or PC. Available at anytime, day or night and from anywhere in the world.

• Choose phone or video consultation
• Available whether at home or abroad
• No time limit on calls
• No cap on number of calls
• Provides prescriptions and referrals
• Medically validated health information
• Message a doctor
• Services nearby

This service is provided by Medical Solutions UK Ltd

2nd Medical Opinion

Peace of mind when it matters most.

All policyholders can get access to a specialist second medical opinion following diagnosis of a serious illness as well as long-term support from a dedicated nurse adviser. If the policyholder has Children’s Critical Illness Protection, all eligible children are covered too.

• Face-to-face consultation with a UK specialist
• Discuss concerns about diagnosis or treatment options
• Results in writing sent to the patient and their GP
• Nurse advice and support before and after consultation
• Help to understand results, deal with recommendations and come to terms with the outcome

This service is provided by RedArc Assured Ltd

These services are available to policyholders as soon as their policy starts.

Policyholders can activate their MyGuardian account from the link in their Welcome email – or the last reminder email if the link in the Welcome email has expired. If they can’t find the last email, they can give us a call on 0808 123 1821.


Aviva DigiCare+ Click here, or read on to find out more…

Going beyond protection with Aviva DigiCare+

Our focus is on trying to provide your clients with the best protection we can against the worst that could happen. But protection starts with early detection of issues and intervention.

That’s why we’ve developed the Aviva DigiCare+ smartphone app – to help your clients and their families to prevent, detect and manage health and wellbeing problems.

 One app with a world of support

The Aviva DigiCare+ smartphone app places a range of health and wellbeing benefits right at your clients’ fingertips. The benefits in the app link to each other, simplifying the process of following up advice with action.

The app is available to your personal protection clients, excluding Simple Life Insurance. They can use the benefits as soon as they’ve downloaded the app, with the annual health check giving a great starting point by providing an overview of their health. Within the app your client will find:

  • Health & lifestyle benefits to help prevent and detect ill health and keep your clients well;
  • Treatment support to get help when illness has already struck, and
  • Bereavement support to help ease some of the unnecessary burden at the worst of times.


Annual Health Check

To help prevent and detect ill health and keep your clients well

The focus of Aviva DigiCare+ is prevention, through making informed, balanced and positive lifestyle decisions. By promoting healthier habits and encouraging changes in attitude and action, it’s possible to head off the appearance or development of a range of conditions that adversely impact health.

Early detection of conditions is a good way to protect your clients’ health. The sooner issues can be identified, the sooner they can be acted on, potentially preventing them from growing into a greater problem.

That’s why the cornerstone of Aviva DigiCare+ is an annual health check and follow-up digital GP consultation, worth over £80 a year. It gives your clients a quick and comprehensive medical assessment to check for a range of conditions from the comfort of their home.

How it works

  • Your client requests a testing kit via the app.
  • They provide a finger-prick blood sample at home and return it by Freepost to the laboratory to be tested.
  • The sample is checked for 20 different health markers, including risk of diabetes, high cholesterol and liver health.
  • A personalised health report is produced.
  • The results are discussed in a follow-up digital consultation with a qualified GP, covering any recommended actions or treatments.

One test will check 20 different health markers, within 7 risk areas, to spot problems early:

  1. Diabetes Risk: HbA1c
  2. Kidney Health: Sodium, Urea, Creatinine
  3. Liver Health: ALP, AST, ALT, GGT, Bilirubin
  4. Proteins: Total Protein, Albumin, Globulin
  5. Bone Health: Calcium, Corrected Calcium
  6. Gout risk: Uric Acid
  7. Cholesterol Status: Triglycerides, Cholesterol, HDL, LDL, Non HDL Cholesterol.

This is a great way for your clients to keep a check on their health. Remember, early intervention is key. This health check can be done every year, which also gives you the opportunity to contact your clients to review their protection needs.

Provided by Square Health. Not available in Gibraltar.

Nutrition Consultation

Living with obesity can lead to a number of serious and potentially life-threatening conditions including Type 2 diabetes, some cancers, coronary heart disease and stroke. It can affect quality of life and mental health too.

But it can be difficult for your clients to make healthy nutritional choices, especially if they have a busy lifestyle. Aviva DigiCare+ can help, giving guidance on how to get started and support to stay on track.

Worth up to £330 a year (£55 per session), your clients can access six free consultations a year with a trained nutritionist, shared between your client, their partner and their children aged 12 to 18 (or 21 if in full-time education). This will provide:

  • An assessment of their current nutrition and lifestyle choices
  • Advice and guidance on optimal eating plans to facilitate long-term change, and
  • Advice on how clients can change their relationship with food, helping break bad habits.

The nutrition experts will support your clients with everyday healthy eating and will help them to make long-term lifestyle changes.

Provided by Square Health.

Fitness Discounts

A balanced exercise program of aerobic and strength training exercises can help to promote heart health, help with weight loss, help prevent osteoporosis and improve muscle strength, balance and flexibility.

Regular exercise, keeping active and taking care of wellbeing could also help:

  • Improve energy levels,
  • Prevent ill health, and
  • Boost confidence and improve frame of mind.

Aviva DigiCare+ can help your clients get fit for less.

They can access discounts at a range of health and fitness clubs, online workouts and a variety of other products and services that can enhance a healthy lifestyle.

  • Your clients can find out more and find the link to the service from the app.
  • They will be provided with a link to access the service in the DigiCare+ app and a code that they can input when prompted during log in.

Please note that signing up with a gym could mean entering into a binding contract, so it’s important your client reads the terms and conditions of the gym carefully before proceeding.

Available through MyGymDiscounts and MyAvivaDiscunts as part of Get Active. Not available in the Channel Islands, Isle of Man or Gibraltar.


To get help quickly when illness has already struck

Managing health and wellbeing is about mitigating the impact of health conditions through lifestyle changes and careful control, whilst also knowing where to access treatment when it’s needed. Many health and lifestyle conditions can be managed, or even avoided completely, with some small changes and careful management.

Aviva DigiCare+ can help by offering alternative sources of advice and support. And your client can access their consultation notes and appointments within the app too.

BUPA Anytime Healthcare

The Bupa Anytime HealthLine is always just a call away for any medical questions your clients may have about themselves or a member of their family – a great help, especially for those with young families and a dozen questions a day. Rather than resorting to the internet or waiting for a doctor’s appointment, your client can get confidential guidance from a qualified nurse.

  • Your client can call the Bupa Anytime HealthLine any time of day or night, 365 days a year.
  • The qualified nurses can advise on health concerns as well as medication queries, travel advice and mental health.
  • They can speak to a qualified nurse whenever is most convenient for them.
  • There’s no limit on the number of calls they can make.
  • The service covers your client, their partner, children and parents too.

Provided by Bupa. Not available in the Channel Islands, Isle of Man or Gibraltar.

Digital GP Consultation (optional paid-for service)

To complement existing NHS treatment, your client can upgrade to a paid digital GP service giving them speedy access to a private doctor – great for those who struggle to find time for doctors’ appointments.

Whilst many people may still prefer to see their regular doctor, the service is for clients who want added flexibility of being able to see a GP within 24 hours on average. This service isn’t suitable for medical emergencies. This is a paid upgrade to Aviva DigiCare+ which your client will have the option to purchase within the app.

  • The service provides three sessions per year for £36, shared between the life assured, their spouse/partner and eligible children (up to the age of 18, or 21 if in full-time education).
  • It can even be used by your client if they are on holiday and want to speak to a UK doctor for advice only.
  • Details of each consultation are made available within the patient record.

Just like a GP, the digital GP service can provide the following services, but without the hassle of clients having to leave home:

  • Private prescriptions
  • Consultant referrals
  • Sick notes
  • Advice on current medication.

Extra charges apply for sick notes and referrals. For private prescriptions, a charge will be made by the pharmacist and will depend on the cost of the medicine. There is no charge for writing the prescription.

This service is only available to customers purchasing a policy from 7 December 2020.

Provided by Square Health.

Mental Health Support

With one in four adults and one in ten children experiencing mental illness* Aviva DigiCare+ offers quick access to tailored mental health advice for your client and their family. The service offers:

  • Up to six video or phone psychotherapy sessions a year shared between the life assured, their partner/spouse and their children, aged 16-18 (or 21 if in full-time education).  Worth up to £330 a year (£55 per session).
  • Tailored advice appropriate for the patient, who will be matched with a UK-based specialist who best meets their needs.
  • Appointments with only a 24-48 hour wait on average, bookable via the app.
  • Parents concerned about a child of any age can seek general advice from Square Health via email in addition to the six consultations.

Provided by Square Health.

*Source: NHS, (Information accessed August 2020). Contains public sector information licensed under the Open Government Licence v.3.0.

Second Medical Opinion

If your client is diagnosed with any physical or mental health condition, Aviva DigiCare+ offers the option of a second medical opinion from a UK-based specialist. This could open up their options and possibly provide greater choice when it comes to determining the best treatment path.

The new UK-based service provides specialist advice, guidance and reassurance covering all aspects of medical and mental health care in all regions of the UK. Your clients will receive reassurance through face-to-face consultation.

Square Health encourage communication between the Specialist providing the second medical opinion and the primary treating doctor to help navigate your client into the pathway that best serves their interest and preference.

Your client will receive advice from a panel of expert clinicians who are on the GMC’s Specialist Register for their specialty, and each consultant is approved by Square Health’s Clinical Board.

This UK-based second medical opinion service offers:

  • Access to a face-to-face consultation with a UK specialist. Video or phone consultations are also available.
  • Two opinions per year, shared between your client, their spouse or partner and eligible children up to age 18 (or 21 if in full-time education).
  • A report provided to your client.
  • Support with any diagnosed medical conditions, including mental health conditions.
  • Interconnectivity with other benefits via the Aviva DigiCare+ app.
  • Guidance on medical records sourcing via the app and/or email.

Your client must cover any travel costs, or alternatively a phone consultation can be arranged. Cost of treatment isn’t covered.

Second medical opinion is provided by Square Health.


If your client has bought an Aviva Income Protection+ policy, they can benefit from physiotherapy services.

Physiotherapy can be instrumental in getting people back to work when they’ve had to stop due to injury.

It can also help to address minor conditions before they worsen and lead to further absence.

This service gives your Income Protection+ clients access to physiotherapy when they need it, without the wait:

  • The service can include an initial phone consultation, an online physio programme and up to three face-to-face sessions per condition, per year. It can be used twice in one year for separate conditions.

Provided by IPRS Health. Only available to Aviva Income Protection+ customers. Not available in the Channel Islands, Isle of Man or Gibraltar.


To help ease some of the unnecessary burden at the worst of times

If the worst were to happen, we all want to make sure those left behind have all the support they need. Aviva DigiCare+ aims to do just that.

Bereavement counselling

In addition to the Aviva DigiCare+ mental health support benefit, Square Health offers six video or phone-based sessions with a qualified counsellor, which can be shared between your client, their partner and children over 16.

These six additional consultations can be used during the 12-month period following the death of a close family member. And if your client should pass away during the policy term, their partner or children aged 16-18 (or 21 if in full-time education) can continue to use the service to help them deal with their loss.

Provided by Square Health.

Grief Talk

Grief Talk, a helpline provided by Grief Encounter, offers counselling for any children and their families who’ve suffered the loss of a loved one. They can call, email or instant chat with the trained professionals ready to listen.

Provided by Grief Encounter.

Estate Administration

When someone dies, dealing with their estate can often be a complicated process that can feel overwhelming, especially when dealing with feelings of loss and grief.

Aviva DigiCare+ offers a tool that guides the bereaved through the process step-by-step, including valuing and distributing the estate, finalising tax and paying debts. It can also provide pre-populated forms and letter templates.

In most cases, this tool should be enough to deal with the admin, but if it’s a more complex estate or your client would prefer for a solicitor to take over, optional fixed-fee estate administration services are offered at preferential rates.

Provided by Red Apple Digital Solutions. Not available in the Channel Islands, Isle of Man or Gibraltar. Visit for full details.

Fast-tracked funeral payments

Fast-tracked funeral payments provide an advance of the sum assured of up to £11,000 and can be paid directly to the funeral director when funds are needed urgently – one less thing for the bereaved to think about when arranging a funeral and dealing with all the other aspects of a death.

A probate application is another potential expense, when waiting for funds to be released from a claim can result in a delay to the process. That’s why we can also consider offering an advanced payment to cover the costs of applying for probate. Any advanced payment amount is taken from the final settlement amount.

Bereavement guide

There’s a lot to think about when dealing with a bereavement, both practically and emotionally. It’s not something most people are prepared for, and the administrative and financial demands of dealing with a death can be complex and draining at an already difficult time.

Our bereavement guide covers:

  • Registering a death
  • Arranging a funeral
  • Dealing with a will
  • Probate
  • Who to notify

It’s there to help the bereaved work out what they need to do straight away, and what they can leave for later.

The guide is accessible through the Aviva DigiCare+ app. You can also download the guide here.

Canada Life

Individual Protection Support Services

The Canada Life App


• Save up to £1,928* per year with discounts on everyday purchases
• Big savings at the brands you love including Curry’s, Tesco, John Lewis, Starbucks, Argos and more
• Cashback at over 1200 brands paid directly into your digital wallet
• Gym discount’s at over 8,000 locations
• Up to 20% off theme parks and attractions
• Up to 25% off cinema tickets


• We give our members access to an impressive counselling service
• 24/7 access to specialists for support with everyday matters such as finding childcare or eldercare, legal issues and debt management
• Gain access to a network of thousands of counselors

Wellbeing Hub

• Use the risk assessment tools to understand your physical and mental health
• Learn about positive lifestyle changes with personalised recommendations and tips
• 8,000+ wellbeing podcasts, toolkits, and articles

Bereavement Counselling

We offer unlimited access to a 24/7 bereavement helpline and up to four face-to-face, or structured telephone sessions, with a qualified counsellor.

Probate Helpline

Providing access to probate experts covering family disputes, validity of wills, power of attorney and obtaining probate.

Personal Care (for clients with critical illness cover)

A personal assistance programme which provides professional counselling for any issue, either face-to-face or by telephone. You’ll also have access to support on everyday matters such as finding childcare or eldercare, legal issues and debt management.

Personal Nurse Service

Long-term practical and emotional support is provided over the phone with the same qualified nurse, for individuals who make a critical illness or terminal illness claim. If they think there may be alternative treatments available, a Personal Nurse Adviser can help obtain a Second Medical Opinion.

Second Medical Opinion

This service is provided in conjunction with the Personal Nurse Adviser. It provides confirmation of diagnosis and treatment options from within the NHS or private sector in the UK.

We hope this information helps you. It is important to note however that these value added services do change periodically, and we cannot therefore guarantee that these services will always be available. We urge you to contact your provider to establish the current benefits you are entitled to. We will of course do our very best to assist anyone who gets in touch with us, and look to help wherever we can

Contact Us

Or Call 0161 771 2050