Helene’s story

Meet Helene

Helene lived in France but moved to England when her daughter enrolled at a university in Leicester. She’s always worked hard to ensure that her children had a good education, often working two jobs. But Helene is someone who likes to be busy and she knows that everything she does is to support her family. She’s currently a Skilled Production Operative and really enjoys working with her colleagues. There’s a great culture at work where everyone feels like they’re part of a family. Helene is happy to keep working but as she approaches her retirement age, she’s starting to think about what she wants to do with her life. Her children have grown up and have their own lives, and she has the time to think about what she wants to do next. She wonders if there’s any way for her to review her pension through work to see what her options are. Helene remembers receiving a welcome pack from Canada Life and starts looking through her documents to see what information is available.

This is what we don’t know about Helene

Helene is fluent in three languages and while she is fluent in English, it isn’t her first language. She’s confident speaking the language but when it comes to reading and writing, she struggles with the more technical language. Any time she receives a letter from the council or HMRC, she always asks her daughter to read through it with her to make sure she doesn’t make a mistake. Often at work she’s asked to read company emails or complete online learning and it can make her feel a bit anxious. She doesn’t want to admit to anyone that she needs a little bit of extra support.

How we can support Helene

One-on-one customer support  

We’re here to support all our members. Helene might not feel comfortable reviewing her policy documents online, but she can phone our customer representatives to talk her through her options. Helene can call our representatives at any time during our open hours and they’ll talk her through everything she needs help with.  

Pensions jargon buster   

We provide explanations of common pension terms to try to remove any obstacles in our communications. Helene can look up an explanation to any technical term whenever she needs to, at her own discretion.  

24/7 access to a GP through WeCare  

Helene works long shifts and often through the night. She’s recently moved house and has registered at a new GP, but she can’t find the time to call and order her repeat prescription. Helene now has access to qualified UK-based GPs at all times of the day. She can book a virtual appointment with a GP and explain what she needs, at a time that works for her.  

Self-serve on Canada Life OneView 

Helene can easily update her address when she moves by logging into her Canada Life OneView account, fitting this in around her working hours. 

Your Life Hub  

Helene wants to take control of her finances. She remembers that she has access to WeCare and Your Life Hub, and she looks through both to find budgeting tips and cost-of-living support.