Personal Nurse Service

Emotional and practical support

Our Personal Nurse Service gives your employees and their immediate family members long-term practical and emotional support over the phone with the same qualified nurse, for as long as it’s needed. The service is free for every employee making a critical illness claim, whether it’s accepted or not.


The nurse will work with your employee for as long as they’re needed. They’ll provide:

  • Long-term emotional support over the phone
  • Detailed explanations of the condition and what treatment options are available
  • Help to prepare for consultant appointments
  • Guidance on sourcing suitable equipment and medical aids
  • Advice on how to make the most out of the NHS, specialist charities and social services
  • Support for the employee’s family to help them cope with the consequences of illness
  • Sign-posting to self-help groups and to local or national charities
  • A friendly, familiar voice – the same qualified nurse will be there for your employee, from start to finish

Who can use the service?

This service is included with our critical illness cover at no extra cost. It’s free to use for:

  • UK-based employees claiming under a Group Critical Illness policy
  • Immediate family members of the claimant, which includes their spouse, partner, parents, siblings or children under 21, in full time education, who live at the employee’s normal address

Using Personal Nurse Service

Employees must tick the box on page 11 of their personal statement when submitting a claim. They’ll be contacted by their personal nurse within 48 hours.

Get in touch

Call customer services

0345 606 0708

or send an email

Monday – Friday 9am to 5pm


Contact our claims team

send an email

Also worth knowing

Key documents

Personal Nurse Service guide
Everything employees need to know

myStrength now available to all policyholders

Discover our new personalised mental wellbeing app, available to all workplace protection customers at no extra cost.

Learn more

ToothFairy is here!

Say hello to the UK’s first health regulated, smart dental app. Now available to all workplace protection customers.

Our support services

We offer a wide range of support services with all our policies. Learn more about the support we provide.

Second Medical Opinion

Second opinions from leading consultants

Learn more


24/7 online GP, mental health support and virtual wellbeing

Learn more

Early Intervention Service

Day-one absence management

Learn more

Probate Helpline

Professional advice from probate experts

Learn more

Bereavement Counselling

Expert bereavement support

Learn more


Perks, discounts and cashback

Learn more


Personalised mental wellbeing support

Learn more


Dentist on demand

Next steps

Need an adviser?

Get a tailored quote for our products from a financial adviser.

Find a Financial Adviser

Customer support

Find answers to commonly asked questions, helpful links, tools and contact details.

Customer support

Get in touch

Call customer services

0345 223 8000

or send an email

Monday – Friday 9am to 5pm

Other contacts