Support Pack
Document downloads

From this section you can download the documents included with our support pack.

You can download the latest Adobe Acrobat Reader by clicking here. All the PDF files below are available to view in increased/decreased font sizes by simply clicking on the + or – buttons on the top menu bar.

Support Operating Manual

⭳ Support Operating Manual for Organisations working within the Direct Payments Market
This document should be used as a training aide and reference point for personnel who arrange insurance for individuals who receive a direct payment.

Guidance Training Modules

⭳ Module 1 – Introduction to Fish Insurance
This module provides a basic overview to Fish Insurance.

⭳ Module 2 – Protect policy range, cover explained
This module makes it easier to understand the cover provided under the Care Protect, Healthcare Protect and Employee Protect policies.

⭳ Module 3 – The sales process explained
This module outlines the do’s and don’ts of arranging cover on behalf of care users and what information you’ll need to organise cover. We have also included guidance around what you should do in the event something goes wrong with the sales process and we’ve provided examples of what would be classed as a breach.

⭳ Module 4 – The claims process
This module provides guidance around the claims process and how to make a claim on behalf of the care user.

⭳ Module 5 – The complaint process
We recognise that things can go wrong from to time to time. This module explains our complaints process and what you should do in the event of a complaint arising.