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Making a claim

You’ll need to let us know about a claim as soon as possible, no later than three months after the diagnosis of a critical illness or operation covered by the policy. We realise that a Group Critical Illness claim means you’ll also be dealing with a reduced staffing level, which could have increased overheads, so we’ll do everything we can to support your employee and pay the benefit promptly.

Starting a claim…

Your employee – their married partner, civil partner or child – must have been diagnosed with a critical illness or undergone a specified operation, and have survived for 14 days after the date of diagnosis or operation. For total permanent disability claims, your employee must have been continuously and permanently disabled for six months, so that we can assess the extent of their disablement. A claim can be started by phoning or emailing us. We'll then send out two claim forms:

  • The first will be for you, as the policyholder, we’ll ask you for confirmation of general cover details, and this form will need to be signed by one of the policyholder's officials (often a director of the firm or your company secretary).
  • The other form will be for your employee, asking for more specific information about the illness or operation and any treatment.

Everything is handled sensitively, and all of our documentation remains confidential. We realise that a claim like this can have a significant effect on staff morale, as well as affect productivity. We’ll try to make everything as stress-free as possible and if we need extra information, such as birth certificates or medical reports, we'll let you know.

With over 50 years’ experience in Group Risk, we’ll always try to provide support for you and your employees if you need to make a claim. We'll also help family members affected deal with the potential loss of life, practically as well as financially. Our claims team are trained to deal with the sometimes sensitive and emotional nature of a Group Critical Illness claim, and we’ll support and answer any queries you have.

Assessing and paying a claim

When we have all information we require, we’ll assess the claim. If we need to find out more medical details, we’ll pay for all associated costs. There may be circumstances when we require an independent medical examination, but we’ll let you know if this is the case.

When we accept a claim and agree to make a payment, the lump sum will be sent directly to your employee. For claims relating to illness or injury suffered by married partners, civil partners or an employee's child, we'll cancel cover for those individuals at that point.

Cover for your employees will continue but we won't pay any second claims for the same critical illness or operation even if the first payment was from a different insurer of your scheme. We treat illness or injury in those circumstances as a pre-existing condition, however, if one of your employees has been paid a lump sum by the scheme and then suffers another critical illness or undergo a further operation covered by the policy, we may also pay a lump sum.

WC01802 02/2015

Contact us

Talk to us. We're happy to help. Call:

0800 145 5684

Monday to Friday
9.00am - 5.00pm

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

Useful information

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