Making a claim

With over 20 years experience, we've helped thousands of customers make a claim. Most new claims can be assessed over the phone, and our team will do their best to make sure things go smoothly. That leaves you free to concentrate on getting the care you need. Our step-by-step guide below will help you prepare the information we'll ask you for, before we speak.

  • Your claims team number: 0800 068 5821
Monday to Friday
8.00am – 7.00pm
Saturday
8.00am – 1.00pm

Calls to and from Aviva may be monitored and/or recorded

Use our 4-step guide to make a claim

Step one - when you feel unwell

See your GP as normal, and let him or her know that you have Healthier Solutions cover with Aviva. You may be asked to have tests or treatment, or see a specialist to find out more about your condition. If so, check with us first to make sure you're covered, before you make any appointments.

If you selected the 'other treatments and therapies' option, when you took out your Healthier Solutions policy, then you can make use of our award-winning Back-Up service. Find out more about how to use Back-Up.

Step two - contact us to start your claim

Over 90% of our claims can be approved over the phone. It helps us both if you have all the information to hand when we talk, but we'll do everything we can to help. We'll ask you for:

  • Your personal details, including your policy number.
  • A description of your symptoms and condition, and what your GP has told you.
  • The name of any specialists you've been referred to, and where they practice.

You may be given an open referral. This means that you won't know the name of the specialist you'll see in advance. If that's the case, then we'll just need to know which kind of specialist it is. Sometimes we may ask for more information from your GP, but we'll do our best to make this happen quickly.

Step three - get a diagnosis, treatment, care or surgery

If your specialist decides you need treatment for a diagnosed condition, you'll need to update us with the details. We'll need to know:

  • Where you would like to be treated.
  • When you plan to have your treatment.
  • The procedure code (CCSD code) for your treatment, which you can get from your specialist.

Step four - let us pay the bills

We can settle most bills directly with your hospital and most specialists send their bills straight to us. If you do get a bill at home, you can send it on to us at:

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

Questions about making a claim?

You're welcome to call us if you have a question about making a claim. We know that you may not be feeling 100%, and our claims teams will help you every step of the way. Or you could try our FAQs about claims page, which may give you the information you're looking for.

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