Care Concierge: helping your clients find the right care

For families dealing with later life care responsibilities, their duties can often become stressful and overwhelming. We created Care Concierge, our free telephone service, to help support them.

We offer free guidance and information over the phone to help your clients understand, find and fund adult and later life care. They can talk them through the care system including any state funding they might be eligible for. Your clients can access this when they purchase a qualifying L&G policy with no extra fee.

Many people call our Care Concierge team at a point of crisis, typically after a loved one has been admitted to hospital and is likely to have significant care needs when they are discharged.

There’s a lot to consider when looking for care and it’s important that your clients get the support they need. Our team have extensive knowledge of the care industry and are completely impartial.

“Friendly, calm and reassuring. Excellent advice given without any pressure.”

Whether your clients have an immediate need for care, are doing some research or would just like an informal chat, our care experts are there to support. It’s available to L&G customers and their families, is unlimited and completely free of charge, so they can give us a ring whenever they need.

Helen’s story

After being in hospital, Helen’s father needed significant ongoing care and support. During the discharge process, it wasn’t clear how and where this would be provided. Our Care Concierge service provided Helen with guidance about social care and the NHS system, helping her understand it better and get her father the care he needed.

We asked Helen to describe her experience of using Care Concierge…

The main thing was just understanding what we could expect from the various agencies we were talking to. Over a few months I've sat through three different care assessments, Care Concierge helped me know I could ask for a new assessment due to a change of circumstances and understand what the outcome of an assessment should be.

Just being able to talk that over with my Care Consultant, Nikeisha, who I'd absolutely call out as being exceptional, was so helpful. Nikeisha always followed up with me after our calls and made me feel as though I could come back to her if I needed to, that I'd never reached the end of the support Care Concierge can provide.

Financially, we were in a difficult place for dad's care, as he was well below the thresholds for where you should be getting assistance from the council, but he had a property. We were told by the council it would take six months to set up an arrangement to cover the cost of dad's care through his house, but Nikeisha was quick to point out that there is a stricter timescale they have to adhere to.

She listened closely to what we were dealing with and could put her fingers on the information we needed to keep pushing things along.

I told her, "You're just so trustworthy. I'd have a conversation and know that it was going to be followed up. It was so nice to have a trusted friend to help you through the process'.

Remember, any lifetime mortgage client or their family have free access to this valuable service

Find out more about how Care Concierge can support your clients. 

1. ONS National Population Projections 2018 (2019-2021)