Making a claim

With over 20 years of healthcare experience, we've helped thousands of our customers through making a claim.

Claim online

For some conditions you can now complete your claim online. To see if what you're claiming for is available online please login or register for your MyAviva account and navigate to your policy page where you will find more information.

Use our 4-step guide to make a claim

Step 1 – Visit your GP

If your GP refers you to a specialist, please ask them to provide you with an open referral. An open referral letter will list the specialism and sub-specialism required which we can use to help you find an appropriate specialist and/or hospital in our database.

If your GP provides you with the name of a specialist they recommend you see, please pass these details onto our claims department when you speak to us and we will check that they are covered by your policy.

Step 2 – Calling our claims team

Please call our claims team on 0800 068 5821

Before you make this call, please check that you have to hand:

  • your policy number, which is detailed on your policy documents
  • details of your condition, including symptoms, dates and diagnosis if known
  • what your GP has told you
  • information relating to your referral – either the name of the specialist on the letter and where they practise, or where it is an open referral, the required specialism and sub-specialism.

If we have a network for your condition or suspected condition, we will tell you where you can have your treatment.

Step 3 - Get a diagnosis, treatment or surgery

After attending an appointment, your specialist may recommend hospital treatment – this is where you need to ask for a procedure (CCSD) code.

Once you’ve called us with these details, we can confirm whether or not your treatment is covered and provide information about where you can receive treatment, whether this is through our networks, at a hospital on your list or at other facilities recognised by us.

Step 4 - We pay the bill

At the end of a claim all eligible bills will be settled by us directly with the treatment provider, subject to any excess.

If you do receive a bill for your treatment, you will need to send it to us (taking a photocopy for your records), so we can arrange for payment directly with the provider.

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

We’ll contact you to advise if you need to pay any part of the bills - for example, if you have an excess.

Questions about making a claim?

If you have any questions about making a claim our claims team will help you every step of the way. Or have a look at our FAQ's about claims page, which may have the information you're looking for.

What is a network?

We’re developing a number of networks of facilities, specialists or other practitioners that we recognise to provide the treatment required for a specific condition or suspected condition.

By creating networks, Aviva has more control over the treatment pathway. This means we can drive better commercial deals, which helps us maintain affordable prices. What’s more, by controlling the treatment pathway we can give our customers greater assurance when it comes to clinical quality and treatment, and ensure that more treatment can be covered before benefits limits are reached.

Our networks are updated frequently as we work to ensure we get the best possible service for our customers. We regularly add or evolve networks, or in the event that a facility/specialist is no longer suitable for a network we may remove them. Please contact our claims team before arranging any treatment.

Contact our claims team on 0800 158 3333. Our lines are open from 8am-8pm Monday to Friday and 8am-1pm on Saturdays.


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