Aviva has introduced a value added benefit for new critically ill insureds, providing them with access to RED ARC independent care advisory service at the point of claim. The service is available at no extra cost to all new critically ill insureds who apply through financial advisers from March 18, 2013.
Critically ill insureds will have access to two services through RED ARC. As well as having access to practical guidance and emotional care provided by trained nurse advisers, insureds also will be able to get a second medical opinion about their condition. Families who make child CI claims on their policies will also have access to RED ARC.
Telephone Support
Designed to complement mainstream medical treatment, the telephone support service is operated entirely by qualified nursing staff who have experience of working in care. Aviva said that it is designed to help individuals deal with the emotional impact of their condition by offering a friendly listening ear, practical information, and emotional support for the patient and his or her family.
Insureds will be able to contact RED ARC in their own time, meaning they can pick up the phone only if and when they feel ready to talk. Insureds will be assigned their own dedicated personal nurse adviser who will manage all services for them, offering telephone support for as long as they need it.
The personal nurse adviser will:
- take the time to understand the customer's diagnosis and talk to them about what they're going through; and
- listen to any worries the customer has and answer any questions.
Depending on insureds' needs, the personal nurse adviser can also arrange anything from specialist nurse home visits to therapy and counselling.
Second Opinion Service
Insureds also will have the option to receive a second opinion about their condition through the RED ARC service. Sourced either through the NHS or the UK private medical sector, this would be arranged directly by the personal nurse adviser to make the process as quick and straightforward for the customer as possible, Aviva said.
The dedicated personal nurse adviser will then be able to talk the patient through their diagnosis, to help them understand what their second opinion actually means and support them to make future decisions.
Insureds can also be reassured that the service is completely confidential and independent, and no information will be shared between Aviva and RED ARC, according to Aviva.
Paul Dalgliesh, head of protection propositions for Aviva stated: “Being diagnosed with a critical illness is understandably a difficult time for any family and it can be a lot to take in. When someone is first told they have a serious illness they'll be faced with a whole host of new terms, not to mention new emotions. The chances are they won't always think of all the questions they'd like to ask during their medical appointments, so RED ARC is there to provide additional support, meaning people can get answers to those questions, if and when they need to.
“Our track record of paying out on claims means advisers can already be confident that we'll give their clients financial support when they require it – and by adding RED ARC services to our cover, they can count on us to provide emotional care too.”
Victoria Spears
Victoria Prussen Spears is senior vice president of Meyerowitz Communications Inc., a law firm marketing communications consulting company. A graduate of Sarah Lawrence College and Brooklyn Law School, Ms. Spears was an attorney at a leading New York City law firm before joining Meyerowitz Communications. She may be contacted at [email protected].