Laya Healthcare Concierge

Pen Lorraine Walsh Glasses 3 min read

We have listened, and we know that every day our members have to make healthcare choices and decisions that can be complicated and difficult - and we want to help.

That’s why we have introduced a new and innovative benefit to help members and their loved ones navigate Ireland’s complex healthcare system. Laya Healthcare Concierge will be available on select schemes at no additional cost.


What is Laya Healthcare Concierge?

Delivered by a dedicated clinical team of healthcare professionals and based on internationally proven models of concierge healthcare, Laya Healthcare Concierge provides personalised information and friendly reassurance, specifically tailored to an individual’s medical needs. The launch of this service signals a major milestone for laya healthcare and, indeed, the market.


How can they help?

The concierge team, made up of experienced healthcare professionals, will help members over the age of 18 by answering any questions they might have about their diagnosis or treatment, offer guidance on how to best access public and private healthcare services and de-mystify confusing and complex medical terminology. The team will also:

  • Provide clarification on medical/clinical procedures, such as explaining exactly what a procedure or scan involves
  • Ensure members understand what to expect when admitted to hospital, and when discharged
  • Provide assistance with information on returning to work after illness
  • Identify and recommend support services available


We know that receiving a diagnosis for any illness is a daunting and stressful time, whether it’s you that is directly affected or a loved one. At a time like this, it can be difficult to understand and navigate medical information, as well as the treatments that are available.

Through Laya Healthcare Concierge, members will benefit from a personal and friendly service that not only explains things clearly but will also hold your hand every step of the way. We’re proud to lead the way and be the first to create this incredible benefit for the Irish market.


What kind of questions can I ask?

The Laya Healthcare Concierge team will answer questions and empower the member to make better-informed decisions about their health and wellbeing. Some of the most common questions asked of the clinical Healthcare Concierge team include:

  • What is the procedure I’m having and what does it involve?
  • How long will my recovery be?
  • What’s the difference between an MRI, CT and PET scans?
  • I’ve had a life-changing diagnosis, what do I do next?
  • Should I go public or private for this procedure?


Lorraine Walsh is Director of Customer Experience at laya healthcare. We actively listen to our members. If you have any suggestions that you believe might help us to improve your experience as members please email with the subject line Customer Experience Suggestions.

For more information on Laya Healthcare Concierge please visit  Launching on 1st of October, Laya Healthcare Concierge will be made available initially on two schemes: Signify and Signify Plus with plans to roll the benefit out to further schemes later this year. 


Lorraine Walsh

Passionate about CX, with 20 years in the health insurance industry, Lorraine Walsh is Director of Customer Experience at Laya healthcare. She and her team are leading the business through an exciting period of transformative CX through strategy, culture and best practice.
Currently number 1 for Customer Experience in the Insurance sector in Ireland, Laya healthcare continues to innovate and create positive and memorable experiences for over 580,000 members. Sitting on the Executive team at laya healthcare, Lorraine now leads the Customer Services department of laya healthcare along with strategy implementation and business planning.
Lorraine holds a business degree specialising in Marketing from the Cork Institute of Technology, she also holds a diploma in Strategic Marketing Management and completed a Senior Executive Programme, both at the Irish Management Institute.