We are aware that subscriptions have been rising in recent years, and one of the main drivers for this has been the relentless increase in claims costs. This change is one of a series of measures designed to help stem the tide of rising costs and subscriptions, by continually reviewing and improving our internal processes. What we will not be compromising on, however, is our robust support for members.
We would greatly appreciate your feedback as we continue to roll out these developments. We are delighted that members have so far been telling us how impressed they have been with their experience of these new arrangements – so although we naturally hope that you will not be unfortunate enough to be on the receiving end of a claim, you can rest assured that you would be well supported and in expert, professional hands if this were to happen.
Some members find the experience of a claim particularly stressful. Members can access a free counselling service, which is provided independently and confidentially by Optum, who are respected experts in the provision of this kind of additional support. This service is explained to members in the new Claims Guide.