So once a customer has their protection financial safety net in place , how can we as an industry support them in looking after and improving their mental health ?
After taking out a policy , clients should have access to support services that are now usually included as standard . Given the right access to early intervention and support services people can better manage their mental health , however , the availability of such services through the NHS is still not consistent and there may be long waiting times ; these services may be vital in providing support in the interim . This is where protection plans can step in , through the mental health support benefits many insurers now offer .
Last month , the Office for National Statistics ( ONS ) revealed research that found 9.7 million people in England – 21 % of adults – are waiting for a hospital appointment , test or to start receiving medical treatment through the NHS , with 31 % or 5.5 million people saying it was difficult or very difficult to get a GP appointment . NHS Talking Therapies data 2022 / 23 showed that the average waiting times for first treatment varied substantially across England , from a low of four days in Gloucestershire to a high of 79 days in Southport and Formby4 .
The average waiting time for a first treatment in England was 21.7 days , while the average waiting time between first and second treatment was 62.5 days ( up 12.5 days from 2021 / 22 ) 5 .
Looking through our own statistics , we can see the take-up rate on support services , although rising , is still underutilised by customers – are customers aware that they can access the services through their protection policy ? Do they understand they can access these immediately , and do they know the breadth of the services offered ?
The range of options can vary from provider , but they are much wider than many realise . Long-term emotional support , help to prepare for consultants ’ appointments , signposting to self-help groups and sourcing suitable equipment and medical aids are some of the areas where support is available .
We understand customers may feel a bit anxious about taking the first step , so at Scottish Widows , if the customer makes us aware that they are interested in support , we get in touch with RedArc on their behalf . This means RedArc will make the first contact with the customer .
EXPERIENCING PROBLEMS WITH OUR MENTAL HEALTH CAN HAPPEN TO ANYONE , AND THIS ISN ’ T ANYTHING THAT WE SHOULD BE ASHAMED OF .
To learn more about what our mental health is and how it can be impacted by various factors during our lives , Jigsaw , an Irish mental health charity , have produced a video . To watch this video , search for ‘ JigsawYMH ’ on YouTube or visit www . Jigsaw . ie .
AS AN INDUSTRY WE SHOULD TAKE PRIDE IN BEING ABLE TO OFFER THESE SERVICES AS PART OF CUSTOMERS ’ PROTECTION PLANS , BUT THERE IS STILL MORE EDUCATING TO BE DONE .
Advisers and insurers both have a responsibility to ensure that customers are aware of the services included on their policy , its breadth and how they can access them .
At Scottish Widows , we get in touch with customers a month after the start of their policy , telling them how they can “ make the most of their cover ”, providing details of these services and how they can access them .
1 Scottish Widows Protect , 2023 . 2 Scottish Widows data , 2023 . 3 Mental Health Foundation , 2024 . 4 NHS Talking Therapies , for anxiety and depression , Annual reports , 2022-23 - NHS England Digital . 5 www . covermagazine . co . uk / news / 4192220 / 7m-awaiting-nhs-treatment .
22 | PROTECTION ADVISER | AUTUMN 2024 |