EQP saw an initial reduction in service requests, but this has since returned to normal levels. Within this overall trend we did see some volatility in the form of demand spikes associated with special events such as engagement campaigns or redundancy programmes.

Within EQ’s HR Solutions function, we also saw an initial reduction in service requests as focus was directed to home working but, as this bedded in, queries started to return to normal and even increased as colleagues sought clarity from benefit providers of healthcare, dental cover, travel insurance and gyms. A growing focus on mental wellbeing emerged, with higher usage seen of employee assistance programmes.

The marketplace has seen an increase in suspicious activity and scams. History has shown there is always a cohort who look to take advantage of uncertainty and Covid has proved a helpful foil for those looking to exploit the vulnerable.