Group Income Protection Case Study: Navigating a Complex Claim

With support from us, the HR manager took the following steps:

• Reviewed the company’s Group Income Protection (GIP) policy and confirmed that Alex was eligible
• Contacted the insurer’s rehabilitation helpline at an early stage rather than waiting
• Followed the insurer’s recommendation to arrange an occupational health referral

Signposted Alex to the Employee Assistance Programme (EAP) for additional support

Engaging Support

With guidance from us, the client took the following steps:

• Maintained detailed records of all meetings, absence dates and workplace adjustments
• Arranged regular absence management calls with the Group Income Protection insurer
• Made use of early intervention tools, via the policy, including vocational rehabilitation support

Our dedicated team were on hand throughout, helping to coordinate these actions and ensure nothing was overlooked.

As Alex’s absence continued, the HR team gathered all the necessary documentation, including the job description, absence history and recent payslips. With input from their Secondsight team, they completed the claim forms promptly and kept Alex informed about the process, timelines and the need for medical consent.

Claim Assessment and Payment

The insurer accepted the claim, and Alex remained on the company payroll while benefit payments were made by the insurer. The HR team, supported by their Secondsight team, ensured that Alex’s other benefits, such as pension and life assurance, continued without interruption. Regular reviews were scheduled, and updated medical evidence was provided as required.

After several months, Alex was ready to return to work on a phased basis. With input from the insurer’s rehabilitation team and guidance from us, the client put reasonable workplace adjustments in place and maintained regular contact to support Alex’s return

• Early notification and intervention made a significant difference to the outcome
• Keeping clear records and maintaining open communication with both the employee and the insurer helped to avoid delays
• Using the group income protection insurer’s rehabilitation and wellbeing services alongside adviser support helped to enable a successful and sustainable return to work

Key Takeaway

By working closely with their Secondsight team and engaging support early, the client not only helped Alex recover and return to work but also managed business risks and maintained a positive workplace culture. Our dedicated Health & Protection team provided practical support throughout, guiding decisions and keeping things on track.

Poorly managing a serious Group Income Protection claim can expose an employer to significant risks, including:

• Delays in notifying the insurer, incomplete documentation or weak communication, which can prolong absence and reduce the impact of early intervention and rehabilitation support
• Operational disruption, including reduced business continuity and increased payroll, cover and management costs
• A greater risk of grievances, discrimination claims or disputes over reasonable adjustments, particularly in more complex health cases
• Damage to trust, wellbeing commitments, workplace culture and employee confidence in the business