4-step claims guide

Step 1 – Visit your GP and get a specialist referral

If you’re feeling unwell, go and see your GP as you normally would.

If your GP refers you to a specialist for tests or treatment.

  • while you are with your GP, use the Specialist Finder Tool to view a selection of suitable specialists available to you
  • choose a specialist from this list
  • ask your GP to write you a referral letter to the chosen specialist including their specialism and sub-specialism, and the name of the hospital displayed in the results

Please note that there are exceptions to this process – click here for more information.

Next step

Step 2 – Call our claims team

Call us on 0800 145 5555. When you call us we will ask you a few questions, it helps if you have these things to hand:

  • your personal details, including your policy number
  • your referral letter or the details of your referral

Sometimes we may ask for more information from your GP, but we'll do our best to keep this quick and simple.

Next step

Step 3 – Get your diagnosis, treatment or surgery

At your consultation if your specialist arranges treatment or more tests, just call and tell us:

  • where you'll be treated
  • when you plan to have your treatment
  • the procedure (CCSD) code from your specialist
Next step

Step 4 – We pay your bill

Most specialists send the bills directly to us, but if you get one at home you can send it, along with your policy number, to:

Bill Payment Team,
Aviva Health UK,
Chilworth House,
Templars Way,
SO53 3RY

If you require a referral:

  • to an oncology/cancer specialist
  • to a psychiatric/mental health specialist
  • for a child under 16 years of age

instead of using the Specialist Finder Tool ask your GP to give you a referral letter to a specific specialist. For further information please refer to our FAQs.

If you require a referral:

  • for a muskulo-sketetal (back, neck, muscle or joint) condition/symptom and you have a company policy with access to BacktoBetter, please call us before visiting your GP. For further information please refer to our FAQS.


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