Making Administration Easier – Support That Works Behind the Scenes

Managing the admin of a group health insurance policy can take up more time than expected. Between updating member details, chasing paperwork, and keeping everything accurate, it’s easy to get bogged down. That’s where working with a broker who offers these services can make a big difference.

In this article, we explore how brokers can support common admin tasks — such as adding or removing employees, assisting with documents (like welcome packs, renewal terms, and P11Ds), and supporting the person managing the policy (often referred to as the Group Administrator, or GA). We’ll also look at how this kind of support can reduce the risk of errors, ease pressure, and lighten the GA’s workload.

Typical Services a Broker May Offer:

• Member Changes: Updates such as adding new employees, removing leavers, or correcting existing member details can usually be passed on to the broker, who liaises with the insurer to ensure accuracy.

  
  

• Company Updates: Any changes to your company’s details — such as a new office address or updated bank information — can be updated on your policy by simply informing your broker.

  
  

• Policy & Membership Documentation: Brokers can help ensure you receive all the correct documentation from your insurer. If anything goes missing, they can usually request a reissue on your behalf. Common documents include welcome packs, renewal terms, the company certificate, and payment summaries (invoices), among others.

  
  

• Support for Departing Employees: Some insurers allow former employees to continue their health insurance on a personal basis after leaving a company scheme — often referred to as a group leaver policy. A broker can usually provide general guidance on how this works and what options are available. In some cases, they may also help set this up directly for the former employee or explore alternative options with other insurers.

  
  

• Invoice & P11D Support: At the end of the financial year, a broker may be able to help source documents such as insurer invoices or P11Ds to assist with reporting requirements.

  
  

• Claim Queries (Part 1): If someone’s unsure how to start a claim — including what information they need or who to contact — a broker can usually explain the process in plain terms and point them in the right direction.

  
  

• Claim Escalation (Part 2): If an issue arises with a claim, a broker may be able to assist in communicating with the insurer—particularly where there’s uncertainty about what is covered or when additional information is needed to assess eligibility.

  
  

The Potential Benefits of Working with a Broker

For businesses managing their policy without broker support, the Group Administrator (GA) often takes on a wide range of administrative tasks — many of which they’ve had little to no training in. Think: countless calls to the insurer, time lost on hold, tricky questions from staff (and those above), and helping employees understand how to access their benefits — whether that’s setting up online portals, using insurer apps, or starting a claim.

When a broker provides administrative support, it can help ease a lot of the pressure on the Group Administrator. Instead of managing every update themselves, the GA can pass changes to the broker, who liaises with the insurer to help ensure the policy is kept accurate and up to date. For general or more detailed employee queries, a broker can offer guidance or even handle communication directly. A broker may also be able to provide user guides for insurer apps, member portals, and claims processes, which the GA can share with employees or refer back to when needed.

Conclusion

Having a broker actively involved in administrative support can help keep the policy accurate and up to date. It also reduces the pressure on the person managing the policy internally, as many day-to-day tasks can be passed on to someone they trust. From small queries to more complex tasks, this kind of support can offer reassurance and clarity — helping the GA avoid navigating everything alone.

Disclaimers:

Disclaimer 1: The information provided in this article is accurate as of April 13, 2025. However, all details are subject to change in the future based on updates to insurer terms, market conditions, or regulatory changes. For the most up-to-date information, please contact a broker or your insurer directly.

Disclaimer 2: The information provided in this article is intended for educational purposes only and should not be used as specific advice for any individual insurer or policy. For details regarding your specific policy, always refer to your insurer’s policy documents or contact a broker or your insurer directly for personalised assistance.