It’s important that all our members are treated with care and respect and have a fair and reasonable opportunity to access the services that we provide.
We know that some of our members will have personal circumstances that mean they may be less able to make best use of their health insurance. In these situations, we recognise that we need to make additional efforts to ensure equality of access and care to such members.
Circumstances that may limit access might include:
- Health and physical factors – such as physical or mental health conditions
- Language barriers – for example, where English is not your first language
- Age-related issues – ranging from lack of access to technology to dementia or Alzheimers
- Situational factors such as bereavement or other intense periods of personal stress
We believe that every individual is different and has different circumstances. This means that as much as possible, we will respond to you as an individual in a way that is appropriate to your needs. Our customer-facing teams are trained to be aware of and respond appropriately to situations of customer vulnerability.
We take any complaint about treatment of our members seriously and any such complaint will be investigated fully in accordance with our complaints process.