Private health insurance

Making a claim

You're in business, so we know that you already understand there's a high value to be placed on customer service. Our claims team is trained to understand you might not be feeling 100%, and we'll do our best to help you every step of the way. Most claims are approved over the phone, with no need for paperwork at all. It's a three step process:

  • If your GP refers you to a specialist, mention that you have private health cover with Aviva
  • Make sure your GP refers you to a specialist who works at a hospital on your chosen list
  • Before you see the specialist, contact us to get your claim under way...

Remember if we have a network for your condition or suspected condition you’ll still need to use our network facility and/or specialist for your treatment rather than your recommended specialist or hospital on your list.

Over 84% of claims are approved over the phone

We may need to ask you for more information about your condition or details from your GP. In all cases, we'll do our best to make sure that paperwork doesn't hold things up. If we can't approve your claim because it's not covered by your policy, we'll explain the reasons to you.

After you've seen your specialist, you'll need to keep us updated on what's happening. This is easy to do by contacting us directly.

We're here to help you

Our claims teams all receive training that's unique to the type of claim they'll be working with. For example, our oncology claims team members are trained to deal with the sensitive circumstances surrounding a claim for cancer treatment. We also have other specialist claims teams including a psychiatric team.

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 3344. Our lines are open from 8am-8pm Monday to Friday and 8am-1pm on Saturdays.


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