Private health insurance

Making a claim

Already have a policy, want to make a claim?

If you already have private health insurance with Aviva and want to start a claim, find out how in our Existing customers area.

Find out more if you are an exisiting customer

We make sure that you’ll be speaking to a friendly team of people if you need to make a claim. They’re 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 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…

Over 90% 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, either with the online update form in the Healthier Solutions members’ area, or 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 difficult circumstances surrounding a claim for cancer treatment.

We have a specialist Women's Health Unit that deals with claims unique to women: a female member of staff would be your personal contact, from start to finish. And our psychiatric team understands that dealing with your insurance may be difficult at this time.

Back-Up claims

If you have Back-Up included as one of the benefits on your policy, there’ll be no need to see your GP if you’re suffering from back or neck pain. In those cases, you’d call us directly for referral and we’d get you treated appropriately, as soon as possible.

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