While insurers are charging for some additional services, the general consensus among providers is that these offerings are free and will continue to be so.
During Income Protection Action Week added value services providers raised concerns that insurer charges for such offerings could pose a greater risk to the long term health of customers.
Vicky Churcher, chairwoman at the Income Protection Task Force, asked panellists, with some insurers charging for these additional services, whether they thought this will become more prevalent. The view from providers was that the jury was still out.
Additional fees and charges
However, throwing the question over to insurers, Health & Protection found even though some providers were charging for some services with the likes of Legal & General charging for two of its additional services, while two others are free, this practice is not widespread.
Zurich also charges for its Accelerate service which launched earlier this year.
Zurich added that on its retail protection plans, it offers access to Zurich Support Services, a range of counselling services.
It said these come with the policy, are available at any time, are not separately charged for, and it has no plans to change this.
Its Accelerate Proposition offers access to consultations, diagnostics, and second medical opinions.
The offering, which can also help clients access the latest precision cancer medicine and clinical trials, as well as treatment abroad at some of the world’s leading hospitals, offers six individual services.
Clients can use as many or as few as they like and can access these at any point.
Zurich said it is a complementary service to both public and private healthcare and not intended to replace either.
It added it is all about giving choice and offering clients greater control over their healthcare, and because of the wide range of services offered, Accelerate is charged for separately.
Zurich Corporate Risk provides customers with free access to a range of added value services, including virtual GP, second medical opinion, mental health counselling/helpline services (EAP) and eldercare support.
These services are provided on a non-contractual basis and Zurich said it has no plans to charge for its added value services.
No charge for members
Aviva said its personal protection products are complemented by Aviva DigiCare+ which offers a range of health and wellbeing support and are included at no separate additional charge to the customer.
This support now extends to the digital GP service, which was previously available to customers at a heavily subsidised rate, the insurer said.
Customers purchasing via an intermediary now benefit from up to three digital GP appointments at no additional charge. Since the enhancement earlier this year, Aviva revealed it has seen a significant uplift in the use of this benefit.
Alan Waddington, distribution director at Cirencester Friendly, told Health & Protection that the mutual does not charge members for added value benefits and has no plans to do so.
“For us, the health and wellbeing of members comes above anything else and our range of benefits support members and their families when they need help the most,” Waddington said.
Johanna Burton, head of product and proposition, protection, Canada Life UK, said: “When an employer purchases a workplace protection product through Canada Life, they will have access to associated support services at no additional cost to the policyholder.
“In some cases, such as with our mental wellbeing app, MyStrength, this can be used by all employees as well as their immediate family members.
“Some of our support services have optional, additional benefits that users can pay for. For example our smart dental app, ToothFairy, provides instant access to advice and guidance at no additional cost, and offers discounted rates for services like cosmetic dentistry.”
The Exeter does not charge for services within the app and Royal London said its Helping Hand service has always been included in the customer’s premium.
Similarly, British Friendly said: “We do not charge members for access to our digital healthcare services.”
National Friendly said: “As a mutual provider, we put our members at the heart of all we do, as such we’ve never charged for value-added benefits and we have no intention of doing so.
“For the majority of our members, the value-added services they can access are discretionary and non-contractual meaning they could be withdrawn if they become too costly rather than applying any increase in premiums for the member.
“They are complimentary benefits to support the member’s product purchase.”
Vitality said that its members, with full access to the Vitality Programme, saved £238 on average through the Vitality Programme in 2023.
While VitalityHealth members have access to rewards and partners included as standard within their premium, all VitalityLife members have access to the Vitality Programme as standard with a Vitality Plan through Vitality Select.
Access to Vitality’s full range of partners and rewards (Vitality Plus) is available to members who take out a Life Insurance plan with Optimiser.
To qualify for Vitality Plus, a minimum monthly premium applies of at least £45 per month for single plans, or £60 per month for joint-life plans. For Vitality Plus, an additional monthly fee is applied of £4.75 per person per month.
Health & Protection also contacted LV= for comment about charges for its additional services.
LV= said: “LV= do not charge for value added services and there are no plans to do so moving forward.
“As a proud mutual, we are continually reviewing our proposition to ensure it remains market leading, accessible and good value for our customers and members.”