A spotlight on rehabilitation

In a recent conversation with our rehabilitation experts Lynette Grocott and Leon Marsh, several themes emerged that highlight the unique value of our service for customers, brokers and, most importantly, the injured individuals.

A proactive service that starts before a claim exists

One of the biggest differentiators of our rehabilitation offering is that it begins before a claim is even made. As long as there is a clear link between the injury and a workplace incident, individuals can access support immediately without waiting for legal liability decisions. This proactive model delivers two major benefits:

1. Faster recovery for employees

The team can move at the speed of the customer.

• Referrals are picked up the same day or within 24 hours
• A case manager contacts the injured individual within 48 hours Treatment can often be booked for the very next day, bypassing delays and bottlenecks

2. Claims prevention and cost control

Early treatment supports quick recovery and reduces the frustration, anxiety and financial stress that often drive people to make claims later. As Lynette noted, “One, it’s the right thing to do. And two, it helps prevent the claim and controls the costs if one does come in.”

Some customers now see more pre claim rehabilitation cases than actual claims, demonstrating how effective early intervention can be.

A rare level of in house clinical expertise

Our rehabilitation team stands out in the market thanks to its clinical and commercial blend of talent. The team includes nurses, sports therapists, psychologists and vocational specialists, the list goes on.

“We’ve got nurses, sports therapists, psychological specialists, vocational rehab specialists… a real wealth of expertise within the team.”

Leon added, “We’re in a trusted position as healthcare professionals. They rely on us to advocate for them and refer them to the right care at the right time.”

Tailored, human-centred recovery plans

Rehabilitation isn’t a one size fits all process. As Lynette mentioned, “no two back injuries are the same; no two psychological traumas work the same way”.

The team designs bespoke plans that consider the type and severity of injury, psychological barriers, personal goals and workplace duties. This holistic lens ensures support is rounded, realistic and genuinely helpful.

Psychological support is also a key component. The team regularly assists individuals who’ve witnessed traumatic workplace incidents, even if they weren’t physically injured. Ceilings collapsing, equipment explosions or distressing accidents can all trigger anxiety and those are things that require bespoke care.

Strong partnerships with employers and occupational health teams

While the team communicates directly with the injured employee, they also maintain close links with the employer and any occupational health teams that may be in place. Should it be required, they’ll also communicate with any legal services. This partnership approach ensures everyone involved has visibility of recovery progress, workplace adjustments and treatment plans. For major customers the relationship is even deeper, involving tailored support that earned industry recognition, including a BIA award for collaborative excellence.

Managing fraud concerns ethically and responsibly

Fraud is rare in rehabilitation, Lynette seeing only two outright cases in 20 years, but the team still remains alert.

If something doesn’t seem right (e.g., symptoms don't match clinical findings), the team refers the case to the fraud department while continuing treatment until it’s clinically safe to pause.

The focus is always on protecting the individual and acting ethically.

Supporting full recovery, not just a return to work

While getting someone back to work is often a milestone, it’s not the final measure of success. The team continually reviews:

• Whether treatment should continue after return to work
• Whether the individual can safely sustain full duties
• Whether there are longer term needs best handled through other services

Importantly, the team never simply “signs off” and leaves the person unsupported. They ensure a smooth transfer of care and clear communication with GPs or physiotherapists, so the individual feels looked after even when their rehabilitation journey shifts.

A service built on expertise, empathy and doing the right thing

Across the conversation, one principle came up repeatedly - this service is about doing the right thing for people, at what is often the worst moment in their working lives.

From rapid triage and nationwide treatment access, to personalised plans and clinical expertise, the rehabilitation team delivers a genuinely stand out proposition in the insurance market - supporting both the injured individual and the customer, while also reducing the likelihood and impact of future claims.