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 to discuss your options.

FAQs

How can I find the latest information about Coronavirus (COVID-19)?

Coronavirus (COVID-19) is an illness that can affect your lungs and airways.

If you have symptoms of coronavirus, 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.

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

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, we’ve implemented agile working, 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. We will aim to pay all valid claims within 7-10 working days.

As always, the quickest way submit your claim is online, via the MyPaycare portal at www.paycare.org. If you would like to learn more about making a claim online, help can be found here.

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, for valid claims we will follow our usual claims process and criteria, as detailed in your Policy Document.

How can I contact you?

We are still here for you, the quickest and easiest way to contact us is to send us an email through to enquiries@paycare.org.

Our phone lines are open between 9am-4pm Monday-Friday, however we are operating at a reduced capacity and we are prioritising our phone lines for our most vulnerable customers. You can reach us on 01902 371000. If 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.

Can I come into the Paycare office?

The Paycare office is closed to the public. If you feel that it is essential to speak to us in person, please give us a call and we’ll do our best to support you.

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?

Will the MyPocketGP service be affected?

Paycare Policyholders have access to our MyPocketGP 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 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 the Counselling and Helpline service be affected?

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 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 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.

Health and Wellbeing

What extra support is available to me?

We’ll continue to share factual and trustworthy resources, to support your Health and Wellbeing, alongside our existing Workplace Wellbeing and Health Tips for you, in our blog.

Don’t forget! As a Paycare Policyholder, you have access to additional services, which include the Counselling and Support Helpline and Digital Doctor services. To find out more about your cover, please refer to your MyPaycare Login area at www.paycare.org or your Policy documents.

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

Remaining responsive during COVID-19 see what Kevin Rogers, CEO of Paycare had to say.