A pilot programme aimed at supporting income protection (IP) policyholders back into work following illness or injury has seen 62% of participants return to employment within three months of receiving support.
The initiative provided tailored assistance for people with a wide range of health issues, including musculoskeletal conditions and mental health concerns, and involved those who had been absent for periods ranging from weeks to over a year.
The pilot was run by RedArc, a nurse-led organisation that delivers personalised support services on behalf of insurers and other partners. The trial began in June 2024 and offered one-to-one help to IP claimants, with an average support period of 2.8 months before people resumed work. Among those who had been in claim for less than three months, the return-to-work rate rose to 79%.
Focus on Personalised, Practical Support
Unlike general rehabilitation efforts, the programme was specifically designed to address the barriers that often prevent employees from returning to work. These included not only physical and mental health issues but also confidence, workplace anxieties and uncertainty about how to navigate their return.
Support ranged from helping individuals understand their condition and treatment options to building mental resilience and sourcing medical aids or therapy. Claimants also received practical help preparing for consultant appointments and advice on how to discuss adjustments or phased return plans with their employers.
Structured therapy, counselling, hydrotherapy, physiotherapy and second medical opinions were among the external services arranged. On average, each participant had more than eleven touchpoints through calls, letters, emails and other interactions, with 12 types of therapy provided across the group.
Rehabilitation for Recovery and Retention
“Our nurses have always provided practical and emotional support to insurance policyholders but this is the first time that we have specifically created a programme focussed on identifying and overcoming the barriers preventing an employee from successfully returning to work,” said Christine Husbands, commercial director at RedArc.
“Needless to say, we, and all parties involved, are thrilled with the results, and of course, this is very much in line with government-led initiatives and a huge support to UK plc.”
As well as supporting physical recovery, the pilot acknowledged that successful reintegration into the workplace depends on clear communication between employee and employer, along with confidence-building and a sense of purpose.
“Work is more than just about the salary; it’s about having confidence and independence. But the longer employees are away from their job, the harder it is to return,” Husbands said. “The barriers to returning can be very wide-ranging, often beyond the illness itself, so having personalised support to identify them all and provide solutions is very powerful. We know that with the right support at the right time, a health setback can often be turned around.”
She added that “[f]rom an income protection insurer’s perspective, supporting return-to-work initiatives is both financially prudent and customer-centric, reducing claims duration, enhancing client satisfaction and improving retention rates”.
The pilot’s success, particularly in supporting some of the more complex or longer-term cases, suggests that early, individualised support could be key in helping IP claimants not only recover, but successfully return to working life.