[Padmini Veeranki]

Dear Shraddha

It’s important to address it with care and fairness.

Firstly, we should review the circumstances and facts surrounding the case. If the employee genuinely wasn’t aware of the GMC policy or wasn’t educated about it despite the policy being available in the employee self-service portal, it indicates a potential communication gap. It’s crucial to investigate whether there was a breakdown in communication or if the employee was not provided with adequate information about the policy transition.

Here’s a suggested approach:

Review the Communication: Examine the records of communication regarding the policy transition. Ensure that the employee received the necessary notifications and had access to the policy details.

Assess the Situation: Consider the medical exigency and the extent to which the expenses exceeded the employee’s eligibility. If the employee’s request is reasonable and genuinely due to a lack of awareness, it may be appropriate to assist.

Educate and Communicate: If the review reveals a communication gap, take steps to educate the employee about the policy and its coverage. Ensure that they understand the policy details going forward.

Consider Exceptional Assistance: In exceptional cases where it’s clear that the employee was genuinely uninformed, and the expenses are significant, you may consider assisting the employee with a one-time exception. However, clearly communicate that this is an exception and not a policy precedent.

Policy Review: Use this situation as an opportunity to review your communication and onboarding processes regarding policy changes. Ensure that employees are adequately informed and educated about any transitions in timely manner

Prevent Misuse: To prevent potential misuse, emphasize the importance of adhering to policies and procedures. Reiterate that exceptions will only be considered in cases of genuine lack of awareness.

I hope the above helps