The second case study of our 7 Claims Stories project focuses on one such case where the input of specialist vocational rehabilitation has helped get the claimant work-ready and able to face the future with a newfound confidence and sense of purpose following a serious acquired brain injury. The claimant, a Legal & General policyholder, was referred by his Claims Assessor to Krysalis, a company providing specialist neuro-occupational therapy. By working closely with the claimant and providing tailored support, they were able to help him into a position where he has been able to return to work, something that wouldn’t have been possible without this vital help.
In his late forties Mike, a retail assistant, had been an Income Protection policyholder with Legal & General for just over four years when he contacted them to start a claim. He was initially misdiagnosed with sciatica after experiencing severe pain down him left leg. As his symptoms worsened, a subsequent MRI scan revealed that he’d suffered three strokes in close succession. Shocked by the diagnosis and feeling the effects of his symptoms, Mike felt frightened and overwhelmed. He was deeply worried about what the future might hold for his independence, his ability to return to work, and the financial pressures he would face if he couldn’t.
The fact Mike had taken out the Income Protection policy at least provided some comfort at this difficult time. The claim was accepted and put into payment as soon as Legal & General had received the information they needed. Mike now had the financial support he required now that his sick-pay had stopped, but he didn’t want to rely on this forever and was keen to get back to work. What was needed to get him work-ready?
The Need
Once Mike had been correctly diagnosed, he underwent blood clot removal surgery to prevent further strokes. After three months of community physiotherapy, Mike’s symptoms were slowly improving, and he was discharged. Whilst he was making progress with his recovery, he knew he could not return to the job he enjoyed doing without help and support.
Mike had now been unable to work for 11 months. His Claims Assessor at Legal & General who was dealing with the claim regularly checked-in with him to see how he was. During one of their conversations Mike mentioned that he was keen to get back to work but felt he’d need additional support to help him do so. He wasn’t sure who he could turn to and exactly what type of support might be available to him.
When Legal & General said they might be able to help him with this, Mike was pleasantly surprised. His Claims assessor explained that Legal & General could refer him to a company called Krysalis, which provides specialist neuro-occupational therapy. Krysalis would carry out an assessment on Mike to see how he was now and what support he might need, and then put in place a work readiness programme.
His role as a retail assistant was important to Mike and he was eager to see if he could be ready for work again. Mike hadn’t realised that this kind of support was available to him through having an Income Protection policy and not only that, it was completely free and he’d continue to receive his full payments while it was ongoing. He quickly agreed to proceed.
The Question
Following an initial assessment Jess, a neurological occupational therapist at Krysalis, was aware that Mike’s strokes had caused him to experience memory difficulties, neurological fatigue, physical coordination challenges, and reduced strength in his right side.
Mike did not understand his needs or symptoms, which made it difficult for him to request the adjustments he needed to succeed at work. He also experienced unmanaged anxiety, reduced confidence, and feelings of guilt for relying on his wife for household chores.
Jess began to assess how the diagnosis and symptoms were impacting Mike’s everyday functioning, and answer the hardest question of all: “Could she help Mike to be work ready?”
Seeing the whole picture
At the point of assessment, Mike was found to have work-based skills, a supportive employer, and importantly, the drive and motivation for work. It was clear to Jess that encouraging Mike to build on his independence and skills at home, in a safe space to practise and learn about his abilities and symptoms, would be hugely beneficial.
Jess highlighted the importance of consistency and how activities of daily living would help Mike build his confidence, as well as his physical and mental strength.
Mobility exercises and an improved routine allowed Mike to prepare for work. This included walking longer distances without support and getting up early to replicate the workday routine.
Specialist support
Jess also introduced strategies such as grounding – using the body or senses to bring the mind back to the present moment – and self-regulation techniques and discussed triggers of his neurological fatigue. She helped Mike identify his symptoms and challenges, and how they related to activities and the environment.
Jess educated Mike and his wife about stroke, neuroplasticity – the brain’s ability to adapt and rewire itself after change or injury, and the connection between cognition and communication, all of which had a positive impact on Mike’s confidence and sense of self. “Did Mike get work ready?”
With Jess’s guidance, Mike was able to get into a position where he was work-ready and, more than ever, eager to return to his previous role. This specialised intervention allowed Mike to gain a better understanding of his needs, how to manage his symptoms, and, importantly, how to achieve success at work. A return-to-work date was agreed following discussions with his employer, and Jess continues to work with Mike as he builds up his hours and work duties after more than one year away. On top of this, his Income Protection policy continues to support him by paying out some money while he builds his hours up so he’s not worse off by making a graded return to work.
Quotes
“Understanding Mike’s neurological symptoms, and how they impact his daily function, were an essential part of the vocational rehabilitation process. I worked with Mike to assess and treat his symptoms at the same time.” – Jessica Heather, Occupational Therapist
“I enjoy everything about working. I just want to get back to doing something, being back at work, and being full time. It’s very important to me.” – Mike
“Following a stroke, it can be challenging for individuals to interpret their symptoms and recognise the barriers, my role was to help Mike understand his needs so he can share these insights with his workplace.” – Jessica Heather, Occupational Therapist
“The sessions have been tailored to Mike’s individual needs and symptoms, supporting him to make gains in a short space of time. By focussing on Mike’s strengths, he is realising his potential and is really driven to return to work. I am hopeful that Mike can achieve this goal in the near future.” – Jessica Heather, Occupational Therapist
Conclusion
By telling this story, we hope to shine a light on the vital role that specialist vocational rehabilitation can play in the retail income protection space. It demonstrates how early, targeted intervention not only transforms individual outcomes—helping people rebuild their lives and return to work—but also delivers broader benefits such as reduced claim durations and lower long-term costs for insurers. Most importantly, it reinforces the positive impact insurers can have when they look beyond financial support to offer meaningful, personalised rehabilitation that puts the customer at the heart of the claims journey.
