Phil Deacon – Independent Protection Claims Expert and 7 Claims Stories Lead.
As most people will know, life insurance, critical illness cover, and income protection policies often come with additional benefits designed to support policyholders’ health and wellbeing beyond financial pay-outs. These value-added services can include remote GP consultations, mental health support, second medical opinions, and specialist health advice, helping individuals manage their health more proactively. Providers such as Square Health and Teladoc Health offer virtual GP appointments, enabling policyholders to access medical advice quickly without long wait times. Additionally, second medical opinion services help individuals confirm diagnoses and explore treatment options, ensuring they receive the best possible care.
Other services focus on emotional and practical support during difficult times. For example, RedArc provides dedicated nurse support to those dealing with serious health conditions, recovery from illness, or bereavement. This personalised guidance can include mental health counselling, practical advice, and access to specialist therapies. Many insurers integrate such services into their policies at no extra cost, and crucially, they can often be used at any time during the life of the policy, not just when making a claim. This means policyholders and their families can access expert support whenever they need it, whether for managing ongoing health concerns, seeking reassurance about a medical condition, or simply improving overall wellbeing. By offering these benefits, insurers not only provide financial security but also contribute to better health outcomes and an improved quality of life for their customers.
However, in addition to the health and wellbeing services available throughout the life of a policy, many income protection insurers also provide specialist rehabilitation support at the point of claim. These services are typically arranged by claims teams on a case-by-case basis and are not usually part of the standard policy benefits offered to all policyholders. Instead, they are tailored to the individual’s needs, helping them recover and, where possible, return to work.
”Vocational rehabilitation is a key focus, offering personalised support such as workplace assessments, phased return-to-work plans, and specialist therapy to aid recovery from illness or injury.
To deliver these services, insurers often work with a panel of trusted rehabilitation providers; ensuring claimants receive expert, high-quality support. Some larger insurers also have their own in-house clinical rehabilitation teams, made up of specialists such as physiotherapists, occupational health experts, and mental health professionals. Claims and internal rehabilitation specialists work closely with claimants, medical professionals, and sometimes employers to create tailored recovery plans, offering hands-on guidance throughout the process. Rehabilitation services may include access to physiotherapy, occupational therapy, psychological support, or career coaching, depending on the nature of the claim and the claimant’s needs. By facilitating a structured and supportive return-to-work journey, insurers not only help individuals regain independence but also improve long-term health outcomes while managing claims effectively.
”Vocational rehabilitation is a holistic approach to helping individuals return to work after an illness, injury, or disability, addressing not just their medical recovery but also the practical, psychological, and social factors that may impact their ability to work.
It goes beyond simply treating the condition itself by considering all aspects of a person’s wellbeing, such as confidence, workplace adjustments, and any additional support they may need. This process can include specialist therapy, skills training, ergonomic assessments, and phased return-to-work plans, ensuring a smooth and sustainable transition back into employment. Vocational rehabilitation also involves close collaboration between the individual, healthcare professionals, insurers, and where relevant – employers, to identify and help manage any barriers preventing a successful return to work. By taking this personalised and multi-faceted approach, vocational rehabilitation not only helps people regain financial independence but also enhances their overall quality of life, self-esteem, and long-term employability.
Julie Denning, Chair of the Vocational Rehabilitation and founder and CEO of Working to Wellbeing – a vocational rehabilitation company specialising in integrated health and work support services for individuals with long-term health conditions – takes up the thread:
“The benefits of being at work have been widely reported including improved social connection, a return to ‘normal’, financial gain, and a focus, purpose and structure to one’s day. An overarching benefit of being at work is also improved physical and mental health, as good work has been shown to be good for health generally.”
”The main outcome for vocational rehabilitation is supporting people to return to, or remain in, work and it has the scope to improve claimants’ lives considerably.
“As a process it ‘enables people with functional, physical, psychological, developmental, cognitive or emotional impairments to overcome obstacles to accessing, maintaining or returning to employment or other occupation’ (VRA 2025). Those who have received vocational rehabilitation report feeling wholly supported with their needs and often report being fully heard for the first time. Vocational rehabilitation considers the individual’s health needs within a work context and supports individuals with these. Through a carefully considered and tailored approach, return to work is sustained and although people may not be symptom free, they will have improved function at work, increased self-confidence and be able to thrive in their workplace as a result of vocational rehabilitation support.”
The sweet spot in vocational rehabilitation when used in an insurance setting lies in the alignment of interests between the customer and the insurer—where what benefits the individual also benefits the insurer. For the customer, effective rehabilitation support enables them to regain their health, confidence, and ability to work, ultimately allowing them to realise their full earnings potential and maintain financial independence. At the same time, by facilitating a safe and sustainable return to work, insurers can help reduce or end reliance on insurance benefits, ensuring claims are managed efficiently. This mutual benefit means that insurers have a strong incentive to invest in high-quality rehabilitation services, as supporting claimants in their recovery not only improves their long-term wellbeing but also contributes to the financial sustainability of the insurance model. A well-executed return-to-work plan can lead to better health outcomes, greater job retention, and a more productive workforce, creating a win-win scenario for all parties involved – a point that is discussed in more detail on the IPTF’s podcast ‘Getting Back On Track – The Vital Role of Vocational Rehabilitation’ featuring Phil Deacon, Matt Chapman, Monica Garcia and Charlotte Radcliffe.
