we’re here to help
Our claims process is designed to handle claims quickly, with care, sensitivity and compassion.
We know that paying claims quickly is really important, especially as the cover we provide gives vital financial support in the event of death or disability. Once we have the information we need, we pay claims within five working days.
We also know how important it is to make the claims process as easy and simple as possible for the employer and employee. All claims must be made by the employer, who is the policyholder. We’ve included lots of information below to help an employer with the claims process.
All of our claims documentation is provided electronically as downloadable PDFs. If you would like us to provide paper copies of any documents, please contact us here and we will arrange this for you.
Our dedicated team are here to support you through the claims process. The first step is to download our group life claim form, complete it fully and send it back to us by email to email@example.com.
If you have any questions please call us on 0203 003 6161.
The form is suitable for registered and excepted schemes, although for the latter we will require an additional declaration to be completed.
How do we pay claims?
“Our claim with ellipse for our employee was handled extremely professionally by the team at ellipse. They were a pleasure to deal with in what was a sad and difficult situation– very responsive and informative.”
Alison Williams, People and Communications Director, Beckworth Emporium
Support from Winston’s Wish
Life insurance helps families with any money issues following the death of a loved one, but there is so much more for bereaved families to handle.
When we receive a claim under our group life policies, we offer families access to bereavement support and advice. This is provided by the national helpline service offered by the charity Winston’s Wish; the country’s leading provider of bereavement services to children and their families.
We think it makes sense to bring the practical help Winston’s Wish can offer to our claimants’ attention, but also that it would be wrong to do this without providing the financial support Winston’s Wish need to be able to provide their services. That’s why for every death claim we handle, we donate £100 to Winston’s Wish in order to support the running of their bereavement helpline.
group income protection
Being absent from work due to injury or illness can leave an employee facing financial difficulties if they lose their income. Our income protection products are designed to provide a replacement income for the employee in these circumstances, as well as providing vocational rehabilitation to the employee to help them make a successful recovery.
The process for notifying us of a new claim varies depending on whether you have an Interact, Sick Pay or Sick Pay Complete policy. You can find more information about each claim process by selecting the relevant product below.
Once we are notified of an absence on an Interact, Sick Pay or Sick Pay Complete policy, absent employees can benefit from tailored vocational rehabilitation.
Our approach to handling employee absences is built on the established premise that the earlier we can support an employee, the better the outcomes will be for them. That’s why we will help an employee back to work as soon as possible, rather than wait until the deferred period has expired.
How are absences reported?
If you have a Sick Pay Complete policy, the TeamSeer absence management tool will automatically notify us of any new absences which are most likely to be receptive to vocational rehabilitation, such as musculoskeletal and mental illness. In addition, any employees who have been absent for a continuous period of four weeks or more, regardless of the condition, will be referred to us.
Once we’re notified, we will then be in touch with the employer to explain the vocational rehabilitation process. We will determine the employee’s eligibility for the insurance cover and if eligible, obtain the employees personal and contact information, together with any additional information about the reason for absence. We will always contact the employer first. As the automatic notification from TeamSeer is anonymous we will only know the reason for absence and duration when we call. You can view our vocational rehabilitation flow here.
We have partnered with Proclaim Care, one of the UK’s leading rehabilitation specialists, to offer the vocational rehabilitation service. You can learn more about Proclaim Care and the service here.
If you have an Interact or Sick Pay policy, please tell us no later than the fifth week of an employee’s absence, or ideally sooner if possible. You can contact us on 0203 003 6161 or firstname.lastname@example.org
group critical illness
An employee diagnosed with a critical illness could be facing time absent from work, financial strain from payment of treatments or may need to make adjustments to their home. That’s why we are committed to paying claims quickly with care, sensitivity and compassion.
Please call us on 020 3003 6161 and our team will help you through the process. You will be sent two claim forms; one for the employer to complete and one for the employee to complete. Once these are completed and returned, we will guide you through the rest of the process.
Nurse support from RedArc
Once a claim has been made, absent employees will benefit from tailored nurse support provided by RedArc at no extra cost, provided the employee claiming opts for this service on the claim form. This service helps guide employees through their treatment plan, and provides support while they adjust to living with their critical illness. RedArc can also assist with an employee’s safe return to work upon recovery.