Claims FAQs

Here are some answers to questions we regularly hear. If you can’t find what you’re looking for or need more guidance, just log in to your MyAviva account where you’ll find additional information about your policy. You can also keep track of your out-patient and excess benefits, start a new claim (for some types of claims/conditions) and even update us on an existing claim online.

Am I covered?

Your policy schedule, along with the terms and conditions of your Healthier Solutions policy will tell you which treatments are included in your cover. You can also view information about your policy, as well as help and guidance about what to expect when making a claim by logging into your MyAviva account. If you’re unsure about whether or not you can make a claim, please call us. We’re happy to help.

Who can discuss my policy / claim on my behalf?

We know that in some circumstances you may need to ask someone else to manage your policy or update your claim on your behalf. In order to ensure we protect your data we require your consent to be able to do this.

If you would like us to be able to discuss your claim, take instruction about your policy or answer queries regarding your cover, for example with a family member or someone else, please complete our customer consent form (PDF 499KB).

Full details about the nature and duration of consent are included on the attached form. Please read this carefully to ensure you’re happy to provide this.

Once complete you can send this form to us by emailing us at hcct@aviva.com or by posting the attached form to:

Aviva Health UK Ltd Dept 31
PO Box 443
Chandlers Ford
Eastleigh
SO53 3WZ

Do I call you first, or get treated first?

Please call us before you organise treatment, appointments or care to check you're covered for your treatment. If you're not sure about how to claim, we're happy to help you every step of the way.

I need to update you about my existing claim.

Keeping us updated at each stage of your claim ensures we can provide you with the best possible experience. You can do this online by logging into your MyAviva account and selecting the ‘update an existing claim’ option on the claims page. From here you can either email us with information regarding your claim or, if you’d prefer to speak to someone, you can book a call-back from a member of our claims team at a time that’s convenient to you.

What are exclusions, do I have any?

Your personal exclusions will be based upon your medical history and the underwriting of your policy. Check your policy schedule along with your terms and conditions to see if you have exclusions, or log in to your MyAviva account.

Do I need to fill in a claim form? If so, where do I find it?

Our claims team can assess most claims over the phone without you having to fill out forms, but there are times when we need a little more information to ensure we make the correct decision. If we do need you to fill in forms, you can download them using the links below or we can send copies to you by email, or in the post.

Where can I get treatment?

Our complete list of hospitals (PDF2.03MB) can help you see which are available to you on your policy and in your local area. Your policy schedule will detail your chosen hospital list.

If you have an open referral letter from your GP please call us to discuss the details of your claim and to check that the costs will be covered under your healthcare policy.

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

How does my policy excess work?

If you chose to have an excess on your policy you will receive a discount on your premiums. The excess is payable for each member on your policy, every policy year (from your renewal date) should a claim be made. So if you have a £100 excess and your claim comes to £1,000 you pay the £100 excess and we pay the other £900.

You can keep track of your policy excess online by logging into your MyAviva account and navigating to your policy features page.

Can I make a claim if something happens while I'm abroad?

We recommend that you take out comprehensive travel insurance because Healthier Solutions isn‘t designed to provide the same kind of cover. If you need emergency treatment as an in-patient or day-patient, some of your costs may be covered by Healthier Solutions but please refer to your policy‘s terms and conditions which contain details and any exclusions. To make a claim when you‘re abroad, call our overseas emergency assistance provider.

  • Call +44(0)2381 247290, the line is open 24 hours, 365 days of the year. Calls may be monitored and/or recorded.
  • Give them your name, Aviva policy number and tell them what‘s happened to you.

What is my no claim discount, how does it work?

A no claim discount (NCD) could help you save money on your policy at renewal if you don't make a claim in the previous policy year.

Your discount increases by one level each year you don't claim, up to 15 levels and a maximum of 75%. If you make a claim over £250 you'll move down the scale by three levels, but for a small additional premium it may be possible to protect your NCD. Then, if you do make a claim, you won't drop down the scale at renewal. With a protected NCD, once you make a claim your NCD protection will be removed and so a claim the following policy year will affect your NCD. Your NCD will never reduce by more than three levels in one year.

If you make a claim during one policy year and it carries over into the following year, we'll treat this as one claim.

You can view your no claims discount by logging into your MyAviva account.

Would my no claim discount be affected by every claim?

If you claim for NHS cash benefit, NHS cancer cash benefit, hospice donation, baby bonus, GP referred speech therapy for children, or the 'dental and optical' options, then your no claim discount wouldn't be affected. This is also the case if your claim is under £250, or less than the amount of your policy excess, if you have one. All other claims will affect your no claim discount unless you choose to protect it.

Is there a maximum amount I can claim each year?

No. With Healthier Solutions there's no limit to the number of times you can make eligible claims in any policy year. There's also no ceiling to the value of your claims for eligible private treatment at a hospital from our networks or your chosen hospital list, but there are limits to specific benefits.

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 3333. Our lines are open from 8am-8pm Monday to Friday and 8am-1pm on Saturdays.

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