Writing an internal FAQ is a thankless task – so we have written it for you. The question-and-answer blocks below are free to copy: ten minutes of customisation, and they are ready for the intranet, the noticeboard or the onboarding folder.
In short: Nine ready-made questions and answers, with the parts to tailor to your company in square brackets. We wrote them in a friendly, informal voice – in a more formal culture, a few word choices are all it takes. The FAQ does not replace the insurer's documentation: it is a short, human first layer that points the way to the details.
How to use the template
Fill in the square-bracket parts, delete whatever does not apply to your package, and publish it where the team already reads. How it fits into the launch campaign is covered in how to announce it to the team; the longer, one-page guide is in the employee announcement template.
The copy-ready FAQ
What is this benefit? Group life, accident and fixed-sum health insurance paid for by the company: it pays a pre-agreed sum for defined events, and you can spend that money freely.
Who is eligible? [Every employee from the day of joining / from the end of the probation period] – eligibility is based on being on the insured list.
What does it cost me? Nothing: the company pays the premium in full.
What does the insurance pay for? [The actual elements of the package, for example: bone fracture, hospital daily benefit, surgery benefit, critical illness, accidental disability, death.] The exact terms are in the insurer's policy conditions.
From when am I covered? [Date / from the day you are added to the list]; some covers may carry a waiting period.
How do I file a claim? Directly with the insurer: [claims line / online portal contact details]. [Name/place] helps with the list of required documents – but the claim itself is filed by you or your family on the insurer's platform.
Who sees my health data? Only the insurer – the declarations go directly to it; the employer never sees health data.
What happens if I leave? The cover typically ends with the employment; when you leave, we let you know whether an individual continuation option exists.
Who can I turn to with questions? [Name and contact details of the internal owner] – they are the first stop; with detailed insurance questions, the insurer's documentation and the broker can help.
Customisation notes
Three rules keep the FAQ in shape. First: only include what is actually in the contract – update the list of covers once the offer is finalised. Second: phrase no payout promises – in the “what does it pay for” answer, keep the reference to the conditions. Third: review it every year – the anniversary changes (sums, elements, contact details) must be carried through here as well. Fuller, pass-on-ready answers to the questions are in the employee questions article, and further printable materials are on the Resources page.
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This article is for general information only; it is not an offer and not insurance, legal or tax advice. The exact terms are always governed by the insurers' current policy conditions; it is worth clarifying the precise tax treatment with your accountant.
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