Helping Hand

Good protection is about more than money. Make your advice stand out by offering clients a holistic protection package.

Helping Hand includes a wellbeing support service, designed to help your clients maintain a healthy lifestyle.

It gives the plan owners online access to a range of hand-picked early care medical services, so they have the help and advice they need to stay fit and healthy and help stop small health issues becoming a big problem. This is in addition to the other support services Helping Hand already offers.

Helping Hand is included with all our advised protection plans. It's there for clients, whichever stage in life they're at, and as a plan owner it doesn't cost them anything extra to use.

Being able to offer your clients a holistic protection package, with benefits they can use day-to-day, can be a great way to show the value of your advice - and gives your clients more than they might expect from their protection.

A Helping Hand with wellbeing

Our online wellbeing partners, LiveSmart, give the plan owners access to a range of services that support their health goals.

Once the plan starts, your clients will receive an email from us inviting them to register for My Royal London, our customer portal. From there they'll be able to register and complete LiveSmart's brief health questionnaire. They'll then get a personalised health report and full access to the Helping Hand wellbeing services.

Their health report gives them tips on how to improve or maintain their health, and recommends the wellbeing services in the order that could benefit them the most.

Any information your clients share with our wellbeing partners won’t affect the terms of their Royal London plan, or be taken into account if they need to make a claim.


24/7 access to virtual GP consultations by qualified, experienced, NHS practising doctors delivered through a suite of digital tools for your client's convenience.

Thrive: Mental Wellbeing

Help for your clients to improve their mental wellbeing using an NHS approved app. They’ll get personalised advice and recommendations to help prevent, detect and manage mental health conditions.


Created by physiotherapists, this app can assess a musculoskeletal problem, for example joint pain, and give clients access to physiotherapy advice and personalised exercises.

Track Active is a physical wellbeing application that serves three main functions to help users improve their physical health. These are prevent, recover, or see or speak to a physiotherapist. Prevention is better than cure and TrackactiveMe is the physical wellbeing App to reduce the risk of developing joint, bone and muscle pain through a chatbot. The App profiles a user based on their age, exercise habits and type of work. Users can then choose a range of programmes developed by physiotherapists and occupational therapists to mobilise and strengthen their body. This includes Pilates, yoga, strengthening and stretching programmes.

Exercises in all programs are low impact and backed by research and data insights to ensure effectiveness and safety. Videos and descriptions of the exercises ensure the correct technique, and there is also a description of the benefits of doing the exercise to stay strong and healthy. Programming is particularly clever, it selects exercises based on the user's profile and continues to adapt the programme with their feedback. This keeps users engaged and improving.

The Office Five and Under Five is a five minute mobility program designed for office workers to prevent back, neck and shoulder pain. This program is designed to be done at the office to break up extended periods of sedentary work which can be detrimental to health. Reminders can be set for any program in the App. Users are prompted to set them after initially completing program. They can also edit them through the Me section.

Physical activity is critical to preventing problems with our physical health. Each week, the World Health Organisation guidelines recommend that we should be doing 150 minutes of aerobic exercise and two strength sessions equating to about 90 minutes of strength exercises. TrackActive users can add and track their weekly physical activity minutes by adding a log of their different activities. Completing certain programs within the Track ActiveMe App also adds to these minutes through our integrations with Apple Health Kit and Google Fit. Users can keep track of their daily step count and try to reach the suggested goal of 10,000 steps each day.

A user can also set other personal goals for themselves, keeping them motivated and on track to better physical health.

Through the chat function, a user can self-assess a joint, muscle or spine problem within a few minutes. The chatbot asks the user questions about their condition and then analyses the answers to provide the likely diagnosis of their problem. It can also identify injuries and conditions that pose any critical risk to their health and provide them alternative pathways of care. These clinical algorithms have been developed by a team of highly experienced clinicians and validated by a leading London University. If an injury has been diagnosed and is considered suitable for advice and self-management, a user is shown educational videos with tips on how to reduce their pain and recover.

A personalised video-based exercise programme is then generated which adapts and progresses with the user feedback. So, if an exercise or program isn't quite right, the App will adjust the programme to be more suitable. Users can log and view their symptoms, the App checks in on the user each time they do their program to get a measure of their symptoms every few days.

The App also asks about their recovery to make sure they are making the expected progress. 

TrackActiveMe is the leading application for prevention and recovery of muscle bone and joint pain. Whether it is needed for rehab or wellness, our application is always there to guide and support our users to better physical health and a pain free life.

These materials can help show clients the benefits of Helping Hand.

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Try our menu tool

Helping Hand is available with all our Menu Plans. Use our menu tool to get an idea of how cover can be tailored to meet a client's needs and budget.

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Read our Helping Hand privacy notice (opens in a new window) to find out how we use our customers' personal information.

Helping Hand is a package of support services and each service is provided by third parties that aren’t regulated by either the Financial Conduct Authority or the Prudential Regulation Authority.

These services aren’t part of our terms and conditions and don’t form part of your insurance contract with us, so can be amended or withdrawn at any time.

This means that you or your family’s access to these services could be amended or withdrawn by us in the future.

This website contains third party content, including but not limited to, videos produced by HealthHero, Thrive, Personal Activity Intelligence and TrackActiveMe (the 'Third Party Content'). The Third Party Content is included for general information purposes only and is displayed with the permission of the relevant third party. Royal London is not responsible for the Third Party Content or nay third party's website or services.