Making a claim
If one of your employees needs to make a claim, we have a dedicated claims team to look after them throughout the process.
We also have clinicians on hand to give our claims teams detailed support, providing medical insights as necessary to make sure your employees get the best support throughout their claim. Regardless of the complexity of the condition or the claim, your employees will have the right support when they need it.
We know that your staff may not be feeling 100% when they call, so we’ll take great care to make sure they receive a sensitive, personal service – every step of the way and we'll aim to get a resolution for them as quickly as possible.
Expert Select, our core route to treatment
Our Expert Select hospital option is designed to help your employees find the most suitable specialist and hospital for their condition, giving them a range to choose from.
When an employee speaks to us, we'll offer them a choice of local hospitals. We base our recommendations on their diagnostic or treatment needs to make sure they get safe and effective treatment options every time. This gives employees an informed choice based on what's been recommended to them.
Making a claim with Expert Select
Step 1
Step 2
Step 3
Step 4
Additional support with Networks
Networks provide an even greater level of assurance - quality guiding for specific condition types such as cataracts or hip and knee conditions. We offer a network of treatment units who specialise in providing treatment for these specific conditions.
Providers in our networks are updated frequently as we work to get the best possible service for our customers. These networks allow us to offer greater assurance when it comes to clinical quality and treatment, and ensure that more treatment can be covered for the same cost.
More information on networks can be found at aviva.co.uk/health-network
Making a claim on our networks
To benefit from our networks, employees will need to obtain an open referral from their GP. This means that the GP specifies the required area of medicine (the speciality and sub-speciality), but not where you should go for treatment, or who you should see.
Employees will then follow the claims process detailed below in the 'Making a claim for all other conditions and hospital lists'.
BacktoBetter - making a musculoskeletal claim
Making a claim through the BacktoBetter service couldn't be simpler.
If your employees ask you to explain how to claim through the BacktoBetter service, it's just four steps:
Step 1 - Make a call
Step 2 - Clinical assessment
Step 3 - Personal treatment plan
Step 4 - Paying the bills
Mental Health Pathway - making a claim
Your employees don't need to speak to their GP before making a claim.
Step 1
Step 2
Making a claim for all other conditions and hospital lists
Our documents are designed to help employees make a claim easily and the majority of cases can be approved over the phone.
Employees should always telephone our customer service helpline as detailed below, prior to receiving any treatment. We can then confirm that the hospital they've selected is recognised by us to provide the type of treatment they require and for the condition that requires treatment.
There is a 4 step claims process.
Step 1
Step 2
Step 3
Step 4
If we need more information, we'll do our best to make sure that paperwork doesn't hold things up. If we can't approve your employee's claim because it's not eligible under the policy, we'll explain to them why it's not covered.
5 Star rated by Defaqto
Defaqto is one of the UK’s most trusted sources of financial product and market intelligence, supporting financial institutions, intermediaries and consumers to make smarter financial decisions.
Defaqto has given Solutions, Healthier Solutions and Optimum their highest rating, 5 Stars, meaning that these products have a comprehensive level of features and benefits and provide one of the highest quality offerings on the market.
Find out more about Defaqto.

Important documents
Policy wording for Solutions policies (2-99 employees) PDF (614 KB)
Policy wording for Solutions policies (100-249 employees) PDF (574 KB)
Solutions Insurance Product Information Document for 2-99 employees PDF (87 KB)
Welcome to Solutions guide PDF (560 KB)
Solutions brochure PDF (7.3 MB)
Contact us
Want to talk about Solutions?
Call our Sales Support team for a quote:
0800 158 5182
Monday to Friday 9:00 to 17:00
Calls to and from Aviva may be monitored and/or recorded.
Contact our claims team:
0800 158 3333
Monday to Friday 8:00 to 18:30
Saturday 9:00 to 13:00
Calls to and from Aviva may be monitored and/or recorded.