Engagement Hub FAQ
Q - How do I purchase e-vouchers?
A - Choose the retailer and enter the value you wish to spend – with the saving automatically displayed. Select the payment card you wish to debit, and the e-voucher is then instantly available to use in the My Account section.
Visit the How to Save on Shopping section and find out more.
Q - How long does it take for e-vouchers to come?
A - They will arrive instantly on your app, and we will send them to your email as a backup.
Q - Can I purchase an e-voucher without a mobile phone signal?
A - A signal would be required to process the payment with your selected payment method.
Q - Can I use outstanding e-voucher balances at a later date?
A - Of course, many users of Sage Employee Benefits will purchase vouchers and use them throughout the month. You could for instance purchase a £300 voucher for your food shopping and use it throughout the month.
Q - How do you load a reloadable card?
A – Visit the My Account section and select the reloadable card you wish to top up. Simply select your pre-loaded amount and wait for the funds to be available to spend*.
*Always check the retail T&C’s for typical wait times.
Q - Why will it not accept my bank card?
A - Your address in your my account section must be identical to your card billing address to pass through card security.
Q - How long does it take to get a GP appointment?
A - You can arrange a consultation within a few hours. Additionally, your household members can use the service free of charge.
Q - Do I need to pay for prescriptions when I use the service?
A - Any prescription provided through the OnDemand GP service is a private prescription. *Please note - private prescription costs vary dependent on the medication required - unlike NHS prescriptions which are fixed costs.
Q - If I use the Confidential Support Service is my employer notified?
A - All calls are confidential between the caller and their advisor. Exceptions can occur only if there is a serious risk of harm to the caller or others; in such circumstances, the counsellor will always seek guidance before breaching confidentiality. Analytical usage data may be shared with your employer (excluding identifying factors).
Q - What is the service limit for the counselling option?
A - Individuals have unlimited access to in the moment support via the confidential telephone helpline, which is available 24/7/365. Individuals also have access to up to six sessions of structured support, per issue, per year following completion of a clinical assessment to ensure the sessions will be clinically appropriate and in line with the short-term solution-focused support that Health Assured provides.
Q – Can my household members use the Confidential Support Service?
A - Yes, any Partner, Spouse or Dependants aged between 16-24, living at home and in full time education would also have access to the service including up to six sessions of structured support. However, any legal information is not permitted.
Q - What happens if I'm already a gym member?
A - Many participating gyms will allow existing members to transfer to Incorpore membership rates. Contact your club to find out if they allow membership transfers.
Q - My company has sent me a financial reward via the platform due to positive customer feedback. How do I redeem my award?
A - Redeeming rewards couldn't be simpler! Visit the reward & recognition area, click the Redeem option and select your retailer of choice - the e-voucher will then be instantly sent to you ready to use.
Q - I was awarded a £20 festive gift by my company, can I use this across multiple retailers?
A- Of course, as there are many great retailers on offer, we understand making your selection isn't easy, which is why you can split your reward allocation across multiple retailers of choice.