24/7 counselling and advice

Published on 23/9/2022

Reviewed on 15/9/2023 by Bryony Rhodes-Wort 

Our Clinical Product Team has provided the following information about the advice and counselling services available through your plan. The service is here to provide advice and support when you may be struggling with life's challenges.

Need someone to talk through your problems with?

Protecting our mental health and wellbeing is more important than ever with the challenges we face in today's world.  Social connection and emotional support from others can play a huge part in keeping us mentally well. If you are struggling with difficult thoughts or feelings, you may benefit from reaching out to a trained counsellor for advice and support. The telephone counselling and advice services provide a way for people to access quick, confidential support when they may find things difficult to cope with.

Here’s what you need to know about the 24/7 telephone counselling service, provided by Health Assured:

The benefits of the 24/7 counselling and advice service

1. Confidential

Speaking to people you know can be helpful for many problems, but sometimes you may want support from a professional.


Whether you have a health issue, legal concern, financial challenge, or a relationship question, you'll be able to speak to a qualified professional.


They’ll ask what your call relates to. This is to ensure you get the right support, as quickly as possible. If a counsellor answers, and you need legal advice, they will transfer you to an advisor and vice versa. 

2. Immediate emotional help

Your call will be answered by a qualified counsellor or advisor. Their 'in-the-moment' support is designed to help you with whatever immediate emotional difficulty you are experiencing at that time. Examples include, but are not limited to:

  • Mental health concerns such as anxiety, low mood or depression
  • Emotional support
  • Stress management
  • Marital changes
  • Relationship concerns
  • Work stress
  • Bereavement and loss

The counsellors will provide you with space and time to discuss your concerns and provide guidance and mindfulness techniques to help you in the present. 


A few simple changes are often enough to make a world of difference. The counsellors may suggest useful resources to help you make those changes. At the end of the call, the counsellor will also explain the options available to you moving forward. 

3. For others in the home

You can pass the phone number to the people you live with who are over the age of 16 and are named on your policy, so they can use the services too.


They may be facing challenges you’re unaware of, like exam stress, bullying, depression or money issues. It’s worth offering them another way of getting help if they need it.

4. Qualified professionals

If you have a legal or financial question, they have specialist teams with Degrees in Law and experience working in legal practice.


If you need emotional support, then you'll be able to speak to a professional who is qualified in Counselling or Psychotherapy.


This service is provided by Health Assured, one of the leading counselling supply services. They are also BACP accredited (British Association for Counselling and Psychotherapy), providing high-quality services and support.

5. Available 24/7, 365 days a year

You can speak with a qualified professional 24 hours a day including bank holidays, like Christmas Day and New Year’s Day.


We know that these times can be particularly challenging for many, so the support is there for you when it’s needed most.

6. Legal & advisory support

Health Assured's in-house legal advisors can offer practical guidance on a wide range of issues and legal areas. They can provide information on areas such as:

  • Legal proceedings
  • Family Law (divorce, childcare, property & financial settlements)
  • Property and Land Law (neighbour disputes, housing disrepair, mortgages and rent)
  • Wills & Probate
  • Civil Law
  • Motoring offences
  • Consumer Law and rights
  • Immigration

7. Financial information

Health Assured's in-house legal advisors can provide information and signposting for financial concerns. The legal team can assist with the following:

  • Benefits guidance
  • Budgeting information
  • Dealing with creditors, debtors, bailiffs, CCJs
  • Legislation regarding credit protection, ISAs and Tax information
  • Equity release

8. Anything else you want to discuss

Life can be hard at times but remember, you are not alone. Don't hesitate to contact Health Assured's trained team for support. They can offer advice in these areas too:

  • Health and lifestyle issues like smoking and weight loss
  • Parental support
  • Childcare support
  • Eldercare
  • Addiction such as alcohol and drugs
  • Gambling
  • Medical information
  • Retirement
  • Dependent care
  • Discrimination
  • Identity and LGBTQIA+
  • Domestic abuse

24/7 mental wellbeing support and counselling

With a 1-2-3 Health Plan you can access a counselling and advice support line whenever you need it

How can I access the telephone counselling and advice services?

You can access the telephone number in your online account.

You'll speak to a trained professional straight away, and they may be able to help you instantly, depending on the nature of your call.

Use the same phone number to access counselling, advice, legal or financial concerns. Store the number on your mobile so it’s there whenever you need it.

Structured therapy

If your issue needs structured support, a brief suitability assessment will be completed over the telephone to understand your needs and identify the appropriate support options. 

Don't worry, this is a simple conversation with the counsellor over the phone, where they will ask you some questions about your issue, emotions, and general wellbeing. 

If, following the clinical assessment, it is determined that structured support is appropriate, then you will be matched with a counsellor for a block of 6 short-term solution-focused sessions.

The sessions can take place via telephone or video call and you'll be asked for your preference. 

Unfortunately, an individual's presenting issues may be complex, require longer term work, or specialist interventions. If deemed unsuitable for their short-term solution-focused model, the counsellor will signpost you to specialist organisations and support to suit your needs.

Support is just a phone call away

Watch the video about Simplyhealth's counselling and advice services:

Simplyhealth's counselling and advice services

Video transcript

Can I access online cognitive behavioural therapy (CBT)?

CBT is a talking therapy that can help you manage your problems by giving you the tools to change the way you think and behave. Health Assured can provide digital CBT, if appropriate following a clinical assessment.

If suitable, you will be given access to the digital CBT platform Silvercloud. Here you can complete the modules and programmes set for you, at your own pace and in the comfort of your home. The Silvercloud platform can be accessed from a computer, tablet, or smartphone with internet access.

This is not typical structured therapy and will not have ‘appointments’ as such – all of this will be discussed and explained to you, during the clinical assessment stage.

A counsellor will digitally check in with you throughout your online course to monitor and review your progress. The counsellor will also provide feedback and guidance to you, via written reviews.

I recently needed some counselling and was able to access this via my Simplyhealth plan that is provided to me by my employer. I telephoned customer services who were very professional and they gave me the direct number to use.

I dialled the direct number and was immediately talking to a trained counsellor, The whole process was flawless and the counselling team very understanding and caring, they even telephoned me the next day to follow up.

- Kevin, February 2020

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