Remaining responsive during coronavirus

Kevin Rogers, CEO of Paycare

Remaining responsive during COVID-19

“Like so many during this pandemic, we’ve had to face and overcome some challenging obstacles as a business and we wanted to take this opportunity to share an update about how we’re responding to these challenges and our plans for the future.

“As a not-for-profit organisation with people at our very heart, our core objective is to always ensure that our stakeholders remain safe and well, and that they continue to seek preventative and proactive healthcare support. And this has never been the case more than it is now.

“Our roots date back to 1874 and COVID-19 is without doubt one of the hardest times that we as a business, as Policyholders, and as individuals have ever faced. However, we must continue — as we always have done — to put our people first. And, we’ll keep doing so by taking a long-term view and making decisions based wholly on the needs of our Policyholders, our People, and our Community.

“We’ve worked extremely hard over the past few weeks to make sure that our usual standard of service has been minimally impacted by this virus and as such we’re delighted that 82% of claims are being paid back within just 24 hours.

“Like many, we’ve introduced various flexible working practices and patterns to ensure the utmost safety of our team whilst continuing to serve our Policyholders to the very best of our ability. We’re still very much here to help, with online claiming being the quickest and easiest way to submit a claim, and with continued support from our team via telephone and email.

“We’ve adapted to ensure our team are able to work flexibly and deliver our usual standard of service, as well as support our Policyholders with making claims and solving queries quickly and efficiently. They’re available on email and on the phone.

“For our corporate groups, we recognise that employees are under greater pressure and that there is an increased need for mental, physical, and financial health and wellbeing support. Our Corporate Account Managers are still very much on-hand and are here to help you and your business get through this demanding time, with increased resources being made available and even more availability for one-to-one contact to suit your needs.”

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“Making sure we keep the channels of communication open with you is hugely important to us at any time, but especially now. If you’re not already, please do sign up to receive our newsletters which are sent directly to our Groups and Individual (Direct) Policyholders. We regularly share insight and have made a conscious effort to further increase the amount of support and information available via our blog and social media.

“We have a fantastic team who are working incredibly hard to keep the wheels turning and making sure that our Policyholders are still able to rely on the high level of service we’re known for. In fact, many members of the team have diverted their skills to other areas of the business as it’s needed, showcasing a brilliant level of flexibility, and ultimately ensuring that we continue to deliver.

“Their unwavering commitment to helping our Policyholders and Community has been evident throughout and we’re thrilled to have successfully adapted to an even more virtual, but still personal, approach.

“While so many of us are missing out on our usual preventative healthcare appointments such as eye tests and dental treatment, there is still a huge network of services and resources available covering many aspects of mental, physical and financial support. With a range of Wellbeing Services and advice from our dedicated partners and providers, including Medical Solutions for our GP24/7 service, and Validium for our Employee Assistance Programme and Counselling services.

“In addition, we’re working closely with our local Chambers of Commerce to ensure that health and wellbeing support is provided to those navigating their businesses and staff through this turbulent time. It’s been an opportunity for us to collaborate with organisations to share our knowledge and expertise, with regular workshops and virtual meetings hosted by our team throughout the pandemic — a new way of working that we hope continues as it’s proven so valuable to all involved.

“Community has, and always will, play such a huge role in our not-for-profit business, which is why we’ve continued to lend our support wherever we can. In place of traditional volunteering, we’ve been able to find creative ways to help amazing organisations secure valuable resources and equipment for workers on the frontline and to support those at higher risk.

“All of this is possible because of our a small but perfectly-formed team, which is made up of hugely passionate people who want to make a heartfelt difference. Due to their hard work and sheer determination, we’ve been able to respond in agile and proactive ways, backed up by an equally passionate senior management team who continue to make dynamic and long-term decisions which are focused on our three core stakeholder groups.

“A thank you too must be shared with them for ensuring our Policyholders and Community continues to feel the love from Paycare. It’s truly an unprecedented time and we all look forward to brighter times ahead. Stay safe and stay well.”

Looking after our customers during Coronavirus (COVID-19)

During this challenging time, we wanted to let you know that Paycare are doing everything we can to ensure that we can continue to provide you with our products and services. Our customers are at the heart of our business, and our priority is ensuring that you continue to receive the best service possible.

If you are experiencing financial difficulties, please contact us and our Customer Services Team will be happy to discuss your options with you.

Meeting our regulatory obligations during Coronavirus (COVID-19)

The Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) expect all firms to have contingency plans in place to deal with major events and disruptions; and to take all reasonable steps to meet their regulatory obligations.

Paycare has undertaken an assessment of its business risks and critical functions to ensure that we are prepared to meet the challenges coronavirus could pose to customers and staff.

We are adequately prepared financially for difficult and challenging periods such as this, and will continue to manage our financial resilience and liquidity.

As part of our Business Continuity plan, our staff are working remotely from home and we will continue to undertake our business activities, including processing and paying claims in a timely manner.

We have made significant efforts in what is considered difficult operating conditions, to ensure that we are able to manage our day to day operations effectively and continue to support and service our customers.

We will continue to be clear and transparent whenever we communicate with our customers and ensure that all our customers are treated fairly.

FAQs

What is COVID-19?

COVID-19 is a new illness that can affect your lungs and airways. It’s caused by a virus called Coronavirus.

How can I find the latest information?

We’ll be updating the website, social media channels and sending out specific communications throughout the COVID-19 Pandemic.

If you have symptoms of coronavirus (a high temperature or a new, continuous cough), you can use the online 111 coronavirus service to find out what to do. This can be found at 111.nhs.uk/covid-19

Further information and advice can be found at: www.nhs.uk/conditions/coronavirus-covid-19

How does this affect my Policy?

There is no change to your Policy and we will continue to administer your Policy as ‘business as usual’.

However, Paycare has had to make some changes to the way that we work in line with Government guidance. Therefore, during this time, we’ve implemented agile working, closing the office to protect our People, Policyholders and the wider Community. Please rest assured that we are here to speak to you and administer your policy as normal. Refer to the ‘How can I contact you?’ section below, if you’d like to find out the best way to get in touch.

Will my claims be affected?

We are still here to help, we’ll be working through the submitted claims as normal, and your cover and benefits will not be affected.

For those Policies that already include hospital cover, Coronavirus COVID-19 is not an exclusion.

Should you need to make a claim for a hospital stay, due to Coronavirus COVID-19, for valid claims we will follow our usual claims process and criteria, as detailed in your Policy Document.

Whilst we are focussing on giving you, the help and support that you need, our capacity for claims processing may be impacted. We will aim to pay all valid claims within 5-7 working days.

How can I contact you?

With the likelihood of us all working remotely, for some time, this means that we will be opening our phone lines between 9am-4pm Monday-Friday. You can reach us on 01902 371000. As we are keen to prioritise phone calls with our vulnerable customers during these times, we would strongly encourage you to send us an email through to enquiries@paycare.org if you do have an enquiry or need assistance with your Policy.

In the unlikely event that all of our advisors are on other calls, please try calling again, we are here to help and we appreciate your patience.

Our Customer Service Team will also be available for Policyholder enquiries through Facebook Messenger, on our Facebook Page which is www.facebook.com/MyPaycare. This will be monitored between 10am-3pm daily and we aim to respond to your query within 24 hours.

As always, we are here to help you, and our team are set up at home to continue to offer the best service possible throughout this unprecedented time.

Can I come into the Paycare office?

We love seeing our Policyholders face to face, however following the most recent advice from Government, to protect the safety of our People, our Policyholders and our Community, as of Tuesday 24th March we have taken the unfortunate decision to close the office for the foreseeable future.

Please take a look at the ‘How can I contact you?’ section for the best ways to get in touch.

How can Paycare support you?

24/7 GP Service

Paycare Policyholders have access to our GP 24/7 service that is delivered by our third-party supplier, Medical Solutions and is a confidential, around the clock, telephone consultation service.

Understandably, given the remote nature of appointments and the current demands on both private and public practitioners, there may be a longer-than-usual wait time for access to services.

All additional services can be accessed via your MyPaycare Login at www.paycare.org/my-paycare or your Benefit Table. Each will give you the relevant website links and phone numbers to engage with the service.

Please get in touch if you’re unsure about using your MyPaycare log in or where to find the information you need, send us an email to enquiries@paycare.org and we will be happy to talk you through it.

Counselling and Helpline service

Our EAP service is delivered by a third-party supplier, Validium and we have faith that they are working hard to put extra measures in place to ensure that you continue to receive the best possible service.

Validium has mandated that they will not make any new referrals for face to face therapies. All work will be delivered by telephone/video/online until further notice. Any cases that are in progress will need to move to telephone/video delivery immediately.

Understandably, given the importance of Mental Health preservation, in the current uncertain climate, demands on both private and public practitioners, mean that there may be a longer-than-usual wait time for the EAP and its services.

All additional services can be accessed via your MyPaycare Login at www.paycare.org/my-paycare or your Benefit Table. Each will give you the relevant website links and phone numbers to engage with the service.

Please get in touch if you’re unsure about using your MyPaycare log in or where to find the information you need, send us an email to enquiries@paycare.org and we will be happy to talk you through it.

Will Paycare Perks be affected?

The platform itself will remain unaffected and customers will still have access to a range of brilliant cashback and discount deals.

Following Government Guidance on social distancing, please be aware that many of the venues relating to the perks may be closed or have altered opening or access hours. Please ensure that you have carefully checked the terms of your selected Paycare Perks before you confirm a purchase.

All additional services can be accessed via your MyPaycare Login at www.paycare.org/my-paycare or your Benefit Table. Each will give you the relevant website links and phone numbers to engage with the service.

Please get in touch if you’re unsure about using your MyPaycare log in or where to find the information you need, send us an email to enquiries@paycare.org and we will be happy to talk you through it.

Information For Groups

Who can help me with queries about my Group’s Cash Plan?

Your Account Managers – Stephen and Simon, are on hand to talk through your plan, run demonstrations of our snazzy new MyPeople portal and generally continue to give you the fantastic support that they are known for. Luckily, they are well used to being out and about, so remote working should show no change in their capacity to help and support you.

You can contact our Account Managers on 01902 371010 between 10am-3pm Monday-Friday, send an email through to healthcareheroes@paycare.org or directly contact your Account Manager.

Will you help businesses facing financial challenges?

We’re keen to support our Groups through this economic uncertainty.

We will be here to work through your challenges with you, and we will endeavour to find solutions that work for the business on a case by case basis.

Rest assured, we’re here to help.

What should I do if I manage my plan through a Broker?

Please contact your broker directly where possible to discuss your plan, as they’re best placed to help.

We are sure that they will be adhering to the government guidance, and may be working remotely, please bear this in mind when you contact them.

We are, of course, happy to provide support for you, and answer your queries wherever possible through our healthcareheroes@paycare.org email address.

Mental Health and Wellbeing

What help can you give me at this difficult time?

The Paycare Wellbeing Team are supporting our work to create a range of information, tips and guidance, specifically around Mental Health and Wellbeing for Individuals and Groups.

We have some brilliant plans in place to share factual and trustworthy resources with you in the coming weeks and months, alongside our existing Workplace Wellbeing and Health Tips for you Blog www.paycare.org/about-paycare/blog.

Don’t forget! If you or your Team need emotional support during this time, that the EAP service is on hand to offer this to both individuals, managers and Groups. You can read more about the service at www.paycare.org/wellbeing-services/eap-helpline.

Understandably, given the importance of Mental Health preservation, in the current uncertain climate, demands on both private and public practitioners, mean that there may be a longer-than-usual wait time for the EAP and its services.