Claims guide

Let's concentrate on what's most important – helping you access the benefits of your policy. We understand that, if you need treatment, you may not be feeling 100%. We'll do our best to help the claims process go as smoothly as possible. Our 4-step claims guide is below, but if you have any questions you can always call us on 0800 158 3333. If you have questions about making a claim, you may find answers on our FAQs about claims page.

Step 1 – when you feel unwell

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 for your treatment.

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

Step 2 – contact us about your claim

You can contact us online to start a claim by logging in to MyAviva, or you can call our team on 0800 158 3333.

Our lines are open Monday to Friday 8am - 8pm and Saturday 8am - 1pm.
Calls to and from Aviva may be monitored and/or recorded.

Before you make this call, please check you have the following details to hand:

  • Your policy number, which you’ll find 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. If it’s a named referral; the name of the specialist and where they practice, or, if it’s an open referral; the required specialism or sub-specialism.

If we have a network for your condition or suspected condition, we’ll tell you where you can have your treatment. However, if you have the extended hospital list, you don’t have to use our network.

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. Please contact our claims team before arranging any treatment on the number above.

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 you greater assurance when it comes to clinical quality and treatment, which ensures we can cover more treatment before reaching any benefit limit.

Our networks are updated frequently as we work to get the best for you. We regularly add or evolve networks, and sometimes – in the event that a facility or specialist is no longer suitable for a network – we may remove them.

Step 3 – get a diagnosis, treatment, care or surgery

Has hospital treatment been recommended?

If so, it’s likely that your specialist has given you a procedure (CCSD) code – this will tell us what treatment has been recommended.

Once you’ve told us this, we’ll then confirm whether the treatment is covered, and let you know if you can get it through our networks, at a hospital on your list or at another facility recognised by us.

For independent information about the quality and cost of private treatment available from doctors and hospitals, visit the Private Healthcare Information Network.

When you’re ready to update your claim, simply log in to MyAviva, select ‘Make a claim’ and then ‘Update an existing claim’ to see how you can get in touch.

Step 4 – let us pay the bills

We’ll settle all eligible bills with the treatment provider.

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

Please send the documents to:

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.

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