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With the ongoing situation in the Middle East, we are operating as normal and remain available to support our members.
We want all our members to enjoy the benefits of our Elevate services in a fair and responsible way. This Fair Usage Policy explains how these complimentary services should be used so that everyone can access them equally and sustainably. By following these guidelines, you help us maintain the quality and availability of the services for all eligible members.
This Fair Usage Policy (“Policy”) applies to the complimentary well-being services (“Elevate Services” or “Services”) made available to eligible Members of William Russell (“we”, “us”) under the Elevate well-being proposition. These Services are ancillary, non-insured benefits available during the term of your insurance contract.
This Policy applies under both English law and French law, unless mandatory consumer protection rules provide otherwise.
The Elevate well-being proposition includes access to three independent third-party services.
24/7 remote medical consultation services (via phone, video or messaging), provided by third party partner Teladoc Health UK. The service provided is for general, non-emergency medical advice.
Short-term emotional and psychological support provided by qualified counselling partner, TELUS Health Engage. Delivered confidentially and directly between you and the provider.
On demand access to self-service digital content and tools, general health and well-being information, lifestyle, fitness and preventative care content and web-based tools and curated wellness resources. Provided by third party partner TELUS Health Engage.
Global travel intelligence, risk monitoring, and real-time alerts to keep you informed and safe while traveling. Provided in partnership with Solace Global.
Elevate Services are made available to Members by William Russell Limited, a company registered in England and Wales under Company number 02687939.
For the purpose of this policy, a “Member” means any individual who is:
And who is eligible to access Elevate Services during the term of their insurance contract.
Members are entitled to access the Services solely in connection with their insurance coverage and for the duration of the policy term, subject to fair usage rules set out in this Policy.
This Policy sets out fair usage expectations for the Elevate Services. Usage controls are required to ensure equitable access for all Members. The impacted Services are:
Together, the “Relevant Services”.
Elevate your well-being (wellness services) and Elevate your safety (Solace Secure services) are not subject to usage thresholds but remain subject to general reasonable-use obligations.
My Global Doctor provides remote general medical advice to support your healthcare needs. There is no fixed session limit.
Fair usage controls are applied at a portfolio level, based on aggregate usage data:
If overall utilisation across all Members is substantially higher than expected and threatens service sustainability, we may temporarily:
Any fair usage action will never target individual Members, as we do not know who uses the service, when or for what reason.
Responsible use helps ensure My Global Doctor remains available to all Members.
Counselling services are intended to provide short-term, supportive guidance for emotional or psychological well-being. Members may access up to six (6) sessions per contract year.
Because individual usage is not visible, fair usage is applied at a portfolio level only. If overall utilisation is higher than expected or threatens sustainability:
Notice will be provided where reasonably possible. Abuse of the Service, such as repeated booking, cancelling, or attempts to exceed six sessions, may reduce or remove availability for all Members.
The digital platform is available for unlimited personal use. This includes well-being articles, nutrition content and lifestyle tools. Commercial use, such as automated scraping, or redistribution, is prohibited.
This service provides real-time global intelligence and crisis guidance without any usage cap. Alerts, guidance and support are delivered continuously to ensure safety when you need it. This service does not replace local emergency services. Standard reasonable use expectations apply.
Because Elevate Services are complimentary and rely on third-party providers:
Reasonable prior notice will be given where possible. Changes do not affect your underlying insurance coverage.
We do not receive individual level data for any of the Services. We do not know who uses the Service, when they use it, or for what purpose. Only anonymised, aggregated portfolio level usage data is shared to manage service sustainability.
All Service providers comply with applicable law, including UK GDPR or EU GDPR. Members should refer to the Service Provider Privacy Policies for details.
This Policy is governed by:
Mandatory consumer rights in your country of residence remain fully applicable.
For questions about Elevate or this Policy, please contact [email protected].
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