Personal third party nurse advisory services is shown to be a highly valued differentiator for insurers, according to RedArc research.
RedArc received a 99% success rate following a range of questions relating to the quality and usefulness of nurse advisory services. Participants also highlighted the value of being listened to.
Over 95 participants gave other forms of positive feedback which included: having an empathetic nurse, the ability to discuss important problems, being given appropriate information and guidance on these problems and ongoing contact and support for as long as it was needed.
In recent years insurers are incorporating added value support to their services to help differentiate their proposition of making them an insurer of choice – likewise, recognising that a financial pay-out is only a part of needs amid ill health or trauma.
RedArc offers a word of caution to insurers investigating added-value services to understand what they are buying into. Light-touch support is only at risk if only partially addressed and when the individual is not helped when they are most in need.
RedArc managing director Christine Husbands said: “Initially RedArc was set up to support those dealing with a critical illness claim and whilst it’s true to say that the essence of our service has been constant – offering professional support from qualified nurses – the proposition has developed hugely across both individual and group schemes.
“Via numerous partners, we’re still there for people when they are suffering from a physical illness or accident but we are now just as likely to deal with someone experiencing serious mental health problems, bereavement or trauma too. It’s the excellence of our nurse support that stays the same and has helped us grow so much in this market.”