Jill’s daughter calls to advise us her mother has had a stroke
Jill has a stroke which results in partial paralysis of her left arm and leg. She is unable to wash or dress herself without help. She also struggles with mobility and cannot transfer unaided to and from a seated position. As a result of the paralysis she is assessed by an occupational therapist who reports that Jill fails four of the policy’s six activities of daily living.
Megan calls us and helps her mum to provide the medical information we need. Jill’s occupational therapist recommended nursing care and a riser recliner chair. After accepting the claim we stop collecting premiums from Jill. Megan arranges a private care nurse to come in and help Jill at £200 a week and we set up a payment arrangement with the care provider. In addition Megan helps her mum find a riser recliner chair which she can get into and out of without assistance, costing £400. We settle the cost directly with the chair provider.
Jill partially recovers over the coming months such that she is eventually able to perform four of the activities of daily living, but is still unable to perform two. We update our records and continue paying for Jill’s nursing care costs until her policy cover is exhausted.
This example does not feature a real customer.