Coronavirus Information & FAQ's

Please read our Corona Virus statement and FAQ's related to our services during this period.

Kevin Rogers, CEO of Paycare

Statement in response to COVID-19

“Like many people and businesses across the UK, the team at Paycare has been closely monitoring the COVID-19 situation and has put stringent measures in place to ensure as little disruption as possible to our business and our Policyholders during this extraordinary time.  

“The health and wellbeing of each of our People, our Policyholders and our Community, remains our absolute priority, as well as of course the wider public and those in higher risk groups. 

“We’ve introduced new business support initiatives and agile working practices to ensure that our service continues to delight, operations remain effective, and together with our trusted medical partners, we’re committed to providing as much information and support to our Policyholders as we can. 

“The UK is currently facing unchartered territory, but I believe that now is the time for us to pull together as a country, as fellow businesses, and as individuals. I hope that no matter the outcome of decisions made in the coming days, weeks and months, that we all take the utmost care of ourselves, our loved ones, and those around us – and that we remain the safest we can be.

“Our social media channels and our website will be the best place to visit, to see any updates relating to our service and support, during this ever-changing landscape.”

Looking after our customers during Coronavirus (COVID-19)

During this challenging time, we wanted to let you know that 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 to protect our People, Policyholders and the wider Community.

With the likelihood of us all working remotely, for some time, this means that our phone lines will be at a reduced capacity for calls. As we are keen to prioritise phone calls with our vulnerable customers at this time, 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.

If we are unavailable, please leave a name and contact number and we will return your call as quickly as possible.

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-4pm daily and we aim to respond to your query within 24 hours.

We understand that not everyone may have access to email or Facebook and if this is the case, please do not hesitate to email us at enquires@paycare.org or call us on 01902 371000. However, again where possible we are asking customers to contact us using the online and digital formats which will allow us to focus on supporting our most vulnerable customers.

As we are running a reduced service, it may take longer than usual to answer your calls, so please bear with us.

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.

The best way to contact us over the next few weeks will be via email to enquiries@paycare.org, however, we will also be checking telephone messages intermittently.

We have added some information to our website at www.paycare.org/coronavirus.

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.

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 7-10 days.

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.

Office phone lines will be diverted where possible, with a voicemail function available, if no one is free to talk. Emails for the Sales Team are welcomed too which you can send through to healthcareheroes@paycare.org or directly to your Account Manager.

Will you help businesses with 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 use your Broker’s details and contact them 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, the EAP service is on hand to offer this to individuals, Managers and Groups.

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.