2020 was a busy year and claims was no exception. Nobody could have foreseen a global pandemic, but we are truly proud to have been able to pay claims that support employees and their families when they needed it most. In summary*:
We paid 908 Group Life claims, totalling just over £117m
We made 5,586 monthly benefit payments across 747 claims for Group Income Protection, equating to over £16m
For COVID alone, we paid 54 Group Life claims, coming in at £6.5m
We also delivered several new propositions and enhancements to existing products and services, as highlighted below:
1. Medical Tele-Underwriting launch
We launched our new medical Tele-Underwriting service in February 2020 enabling individuals to complete a Health & Lifestyle questionnaire over the phone with a trained medical professional that takes on average 30 minutes - a simplified service that provides clear communication, greater choice for customers and reduces application processing time.
2. Digital applications
We reduced the complexity of our proposal forms for Group Life down to 6 pages for all Registered Group Life, Excepted Group Life and Single Life Relevant Life policies going on-risk with the same employer and start date, with the need to only include information if it has changed. All can be completed digitally, and we accept e-signatures and emailed forms.
3. A number of product enhancements:
Simplified Group Income Protection (‘GIP’) collateral
Group Life Employee Assistance Programme (EAP) – now available for up to 1000 lives
Refreshed Bereavement & Probate toolkit
Simplified our GIP ProActive Data reports
Simplified the Registered Master Trust Employer Admission Forms for Group Life policies
4. Wellbeing Hub
We refreshed our wellbeing services for our Group Income Protection clients through our ‘Wellbeing Hub’, delivered in partnership with Health Assured:
A new app – ‘My Healthy Advantage’ featuring a host of wellbeing content and interactive elements such as mini health checks, 4-week plans , weekly mood trackers and a live chat function
An enhanced online Cognitive Behavioural Therapy (CBT) programme – delivered through Silver Cloud, a global leading healthcare platform
Refreshed marketing literature – to help employees discover the new enhancements
Access to all these materials and more can be found on our new ‘Employer Hub’ area on the MetLife website.