WELCOME TO GROUP CRITICAL ILLNESS

WELCOME TO GROUP CRITICAL ILLNESS

THANK YOU Thank you for choosing Canada Life Group Insurance Thank you for choosing us to provide Group Critical Illness cover for you and your employees. We provide more than a financial benefit to our customers through exceptional service and support beyond paying claims. We want your business to get the most out of this policy, so please take a few moments to familiarise yourself with the services and support we can offer. Your welcome pack contains the most essential information you need, including what is covered by your policy and how to make a claim. We look forward to working with you. Tim Stoves Managing Director Canada Life Group Insurance 01 02 03 04 WHAT IS COVERED? HOW TO MAKE A CLAIM ABOUT US

01 WHAT IS COVERED? Group Critical Illness provides financial and emotional support when an employee suffers with a critical illness. THE PRODUCT Full details of your cover can be found in your Policy Particulars, with the terms and conditions explained in the accompanying Policy Conditions. If you have not received your policy documents, please contact your financial adviser, or if you deal with us directly, just get in touch. This policy is paid for by the company, and the people who meet the eligibility for cover are referred to as members. Canada Life Group Income Protection Group Critical Illness Policy Conditions These Policy Conditions are introduced from 1 January 2017 Personal Nurse Service Practical and emotional support over the phone Second Medical Opinion Access to over 53,00 leading consultants Treatment Sourcing Access convenient healthcare at competitive prices We support our clients practically, emotionally, clinically and financially through the provision of these services Personal Nurse Service, Second Medical Opinion and Treatment Sourcing. The costs of these services are included in the policy premium.

02 HOW TO MAKE A CLAIM In most cases, benefit becomes payable if the insured person survives for a period of 14 days after diagnosis or procedure. SUPPORTING DOCUMENTS To get the claim form and guides, please contact your financial adviser or click the icon to go to the How to Make a Claim page on our website. 2 years We are unable to assess a claim if we have not received the claim forms within two years of the member suffering the critical illness. WHAT WE NEED FROM YOU 1 Fully completed claim form A fully completed original, current claim form signed by an authorised signatory of the employer. 2 Consent and additional information A fully completed original, current employee s personal statement, signed by the insured person. This includes a consent that provides us with the authority to obtain further information from their doctor as required under the Access to Medical Reports Act. 3 Next steps Once we have received all initial forms and information, we aim to tell you within five working days: What further information we need to assess the claim, or Whether we will accept or decline the claim. If we cannot accept the claim, we will explain why. When we assess the claim, we will ask for details of the member s medical history and treatment from their GP and/or consultant. We will also consider any medical reports or additional information that you or the member wish to provide. *Please note birth/marriage certificates may be requested in the event of a claim for a child/spouse. CONTACTING US Please send completed claim forms to the address below. If you have any questions, you can also contact us by telephone or email during normal business hours. IP Claims Management Canada Life Group Insurance, 3 Rivergate, Temple Quay, Bristol BS1 6ER ipclaims@canadalife.co.uk 0345 223 8000

03 When employers choose our Group Critical Illness policy, they also get access to three Support Services. Helping employees with emotional, practical and medical support. SECOND MEDICAL OPINION The Second Medical Opinion service provides access to over 53,000 leading consultants worldwide. They offer second opinions on diagnoses and treatments for almost any condition. Ask the Expert The Second Medical Opinion service will review the member s medical records and provide an expert second opinion on their diagnosis and/or treatment. FindBestDoc The Second Medical Opinion service will provide details of up to three expert consultants who could provide the employee with appropriate treatment. FindBestCare If an employee chooses to receive treatment outside the UK (at their own expense), the Second Medical Opinion service will handle all of the medical and travel arrangements. Doctor Online Online service that answers general medical questions within 72 hours, all supplied by experienced GPs. Health Navigator Online portal providing reliable medical information and an interactive symptom checker. PERSONAL NURSE SERVICE The Personal Nurse Service provides long-term practical and emotional support over the phone with the same qualified nurse for employees who make a Critical Illness claim. Personal Nurse Adviser All claimants will be allocated a Personal Nurse Adviser, the same nurse continues to stay in touch for as long and as often as needed. Available for as Long as Necessary Telephone access to the Personal Nurse Adviser is unlimited during business hours, for as long as the claimant requires. Additional Support The Personal Nurse Adviser can arrange a home visit from a specialist nurse, a course of therapy or a programme of counselling. Family Support The Personal Nurse Adviser will work with the claimant and their family, if required. Second Medical Opinion canadalife. askbestdoctors.com Just a few simple steps to register 0800 085 6605 Available 24 hours a day, 7 days a week Personal Nurse Service The personal Nurse Service will contact the claimant directly once a Group Critical Illness claim has been made. For more information, visit our website: www.canadalife.co.uk/group/ personalnurseadviser

03 When employers choose our Group Critical Illness policy, they also get access to three Support Services. Helping employees with emotional, practical and medical support. TREATMENT SOURCING The Treatment Sourcing service makes it easier for employees and their families to access convenient private healthcare at competitive prices.* Competitive Fixed Pricing Using its purchasing volume and healthcare experience, the Treatment Sourcing service obtains competitive prices for a wide variety of treatments on the individual s behalf. Hospitals and Specialists The Treatment Sourcing service has an extensive database of 450 private hospitals and NHS Private Patient Units in the UK, providing access to over 20,000 consultants in all major specialities. Support All The Way All telephones are answered personally with no automated menus. Whatever the individual s needs, the Treatment Sourcing service will work hard to accommodate them. Diagnostics and Health Screening Diagnostic tests such as MRI and CT scans. Physiotherapy, Osteopathy and Health screening services are also available throughout the UK. * The cost of any treatment will be met by the service user. Medical Care Direct may charge an administration fee when treatment is sourced. Treatment Sourcing For more information visit www.canadalifemcd.co.uk Just one simple form for employees to fill out

04 ABOUT US We are committed to building strong relationships with our customers, through the provision of market-leading products and exemplary service and support. History Canada Life in the UK Culture of Excellence Expertise The Canada Life Assurance Company has grown and prospered since the sale of its first policy in Canada in 1847. Its UK operations commenced in 1903 and it now operates in the UK market through its wholly-owned subsidiary, Canada Life Limited. Great-West Lifeco Inc. completed its acquisition of Canada Life in July 2003. The Great-West Life Assurance Company was founded in Winnipeg in 1891. It is Canada s foremost life and health insurer and a market leader in group insurance and individual segregated funds. This transaction brought together three leading Canadian life insurers Great-West Life, London Life and Canada Life to create a strong financial services organisation with global reach. We have been in the Group Risk market for over 40 years and are the UK s largest provider of group insurance products for intermediaries and their corporate clients. Our experience and expertise in our three core product sectors Group Life Assurance, Group Income Protection and Group Critical Illness is recognised in the market and we cover approximately 2.75 million employees through our group schemes. As a participant in two of the leading independent pooling networks The International Group Program (IGP) and Insurope Multinational Benefits Association we are able to offer multinational clients the opportunity to link their group insurance policies throughout the world. We are committed to providing the best customer experience in the industry. Through our culture of personal ownership and responsibility, our aim is to make working with us as easy as possible. Whether through the comprehensive portfolio management provided by our CLASS e-portal or simply by ensuring you are able to reach the person you want to speak to on the telephone, we take this commitment very seriously. We are enormously proud of any accolades we receive that recognise our service excellence. Business placed with Canada Life is in the safe hands of Group Risk specialists who understand your requirements in every way. Our dedicated Bristol office manages every aspect of group policies, from quotations and customer service support to underwriting and claims handling. We have an ongoing commitment to continuous improvement and the development of administration technology that will enhance the support of our customers. Our forms are available to download from our website: www.canadalife.co.uk/group Canada Life Limited, registered in England no. 973271. Registered Office: Canada Life Place, Potters Bar, Hertfordshire EN6 5BA. CLFIS (UK) Limited, registered in England no. 04356028 is an associate company of Canada Life Limited. Registered Office: Canada Life Place, Potters Bar, Hertfordshire EN6 5BA. Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. GRP865 117R Canada Life Limited 3 Rivergate, Temple Quay, Bristol BS1 6ER Telephone 0345 223 8000