Q: We already have general liability (“slip and fall”) and professional liability insurance. Why do we need CoverWell?
A: These essential insurance policies are the foundation of your insurance protection, and protect you against catastrophic judgements, but they do not provide clients with an immediate, simple solution to the distress and discomfort of complications or injury from a service or treatment.
Q: Won’t it make our clients think we’re less than competent when we ask them to sign up for additional CoverWell?
A: Clients are aware of the risks inherent to procedures when they sign their informed consent before a service. Now they’ll know you are ensuring their well-being in the unlikely event of complications. CoverWell is being provided by businesses that care about client’s safety and wellbeing. If something happens, clients can immediately begin to heal and recover.
Q: We have our clients sign a liability waiver. Why do we need this CoverWell?
A: A liability waiver or release does not provide your client with any care in the event of injury or complication. In fact, it sends the opposite message: “You’re on your own if anything happens–it’s not our problem.” This is not the high-touch customer care ethos of top spas, clinics, and salons.
Q: What is considered a “complication?” What kind of injuries, reactions, etc., are included?
A: CoverWell pays for the treatment of virtually any negative reaction or injury. Complications must be diagnosed in a timely manner by an independent physician (not one who performed the service or owns the business where the treatment took place). The physician who assesses the reaction or injuries must diagnose them as complications caused by the client’s service.
Q: Does a client who’s just unhappy with their outcome (e.g. “I thought my lips were going to be more full” or “that massage didn’t relieve my back pain”) qualify for payment?
A: No. CoverWell is specifically designed to cover the cost of medical treatment for complications or injuries that have been diagnosed by a physician (e.g. treatment by a dermatologist for skin inflammation, etc.). This includes mental health care in the event of a traumatic experience.