Making a claim

With over 20 years of healthcare experience, we've helped thousands of our customers through making a claim.

Claim online

For some conditions you can now complete your claim online. Please login or register for your MyAviva account and navigate to your policy page where you'll find more information.

Login or register to claim online

Use our 4-step guide to make a claim

Step 1 – Visit your GP

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 onto our claims department when you speak to us and we will check that they are covered by your policy.

Step 2 – Contact our claims team

You can contact us online or via the phone.

Please contact our team on 0800 068 5821

Before you make this call, please check that you have to hand:

  • your policy number, which is detailed 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 and sub-specialism.

If we have a network for your condition or suspected condition, we will tell you where you can have your treatment.

Step 3 - Get a diagnosis, treatment 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 another facility recognised by us.

It’s simple – just log in to MyAviva and select ‘make a claim’ then ‘update an existing claim’ to see how you can get in touch.

Step 4 - We pay the bill

All eligible bills will be settled by us directly with the treatment provider.

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

Bill Payment Team
Aviva Health UK
Chilworth House
Templars Way
Eastleigh
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.

Questions about making a claim?

If you have any questions about making a claim our claims team will help you every step of the way. Or have a look at our FAQ's about claims page, which may have the information you're looking for.

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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