Aviva DigiCare+

Frequently asked questions

What’s Aviva DigiCare+?

It’s a mobile app that offers guidance and care to help detect, manage and prevent common health and wellbeing problems. You can get access to the app at no extra cost when you take out our Life Insurance Plan, Critical Illness Plan or Over 50s Life Insurance Plan. However, the benefits of the app don't form part of your cover, and they could change, or be removed, at any time.


Am I eligible for Aviva DigiCare+?

You’re eligible to use the app and its services if you bought a new Life Insurance Plan, Critical Illness Plan or Over 50s Life Insurance Plan direct with us, on or after 15 April 2021.


When can I start to use Aviva DigiCare+?

You can get access to the app and its services from your policy start date. Simply download the Aviva DigiCare+ app from the App Store or Google Play, and use your policy number to register. Mobile data charges may apply.


How does the Aviva DigiCare+ app work?

It gives you easy access to a range of healthcare services, provided by a number of carefully chosen partners. Once you've registered, you can book digital appointments with a nutritionist or a mental health therapist, and use other benefits. You might want to start by ordering your health check kit, which you can do through the app. You can also view your consultation history and keep track of your consultation allowance in the app.


Who do I contact If I need help with the app or the service?

The app and many of its services are provided by Square Health Ltd. You can contact them on 0333 023 2700, or email digicaresupport@squarehealth.com. For services from other providers, you’ll find the contact details in the app.

Phone lines are open Monday to Friday, 9am to 5pm. For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.


Can my family use the services available?

They can – it’s there to protect you and your immediate family, and you can add them in the app. You can share most benefits, except the annual health check, with your partner and children, subject to minimum age limits for nutrition and mental health support services. If you have a joint life policy, you get equal allowances.


I have a joint life policy with my partner. Do I invite them to use the app?

If you both want to use the services, you should each register and download the app separately. You'll then each be able to access your full allowance of services.


How much does it cost?

If you took out a Life Insurance Plan, Critical Illness Plan or Over 50s Life insurance Plan direct with us, on or after 15 April 2021, you can use the Aviva DigiCare+ app and access the services at no additional cost. Bear in mind that the benefits of the app don't form part of your cover, and they could change or be removed at any time.


Who provides these services?

Here’s more about the app’s service providers:

  • Square Health provides the health check, UK second medical opinion and nutrition and mental health services. They also power the app technology. They’re registered with and regulated by the Care Quality Commission 
  • Bupa provides the Bupa Anytime HealthLine 
  • Grief Encounter provides the helpline for children 
  • Red Apple Digital Solutions provides the estate administration service 

How many appointments and consultations can I get?

With Aviva DigiCare+, each year you’ll be entitled to the following, at no additional cost: 

  • One annual health check and follow-up report, for the policyholder only 
  • Six nutritional consultant appointments, to be shared between the family 
  • Six mental health support consultations, to be shared between the family 
  • Two UK second medical opinions per year, to be shared between the family 
  • Unlimited access to the Bupa Anytime HealthLine 24/7, 365 days a year, for the family 
  • Unlimited calls to Grief Encounter
Please be aware, these benefits may change or be removed in the future.

How do I know how many appointments and consultations I have left?

You’ll find an allowance tracker on the side menu, under ‘My Allowances’. This shows which services you can use, and your remaining appointment allowance.


What happens if I need to cancel my appointment?

You can cancel appointments in the 'Consultation History' section of the app. If you cancel your appointment more than an hour before it’s due to start, your allowance will be restored, and you can book more appointments. If you cancel an appointment less than an hour before the appointment start time, that appointment will be deducted from your allowance.


Are phone numbers included in the app free?

Standard call charges apply if you call Bupa Anytime HealthLine and Square Health. Calls are free to Grief Encounter child bereavement counselling. For our joint protection, telephone calls may be recorded and/or monitored. Calls to 0800 numbers from UK landlines and mobiles are free. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.


Are details of the Bupa Anytime HealthLine sessions recorded on my medical file in Aviva DigiCare+?

No. As they're not provided by Square Health, these services aren't recorded on the allowance tracker in the app. Bupa currently offers unlimited calls to their phone line, although this is subject to change.


Are my medical records and personal details secure within the app?

Yes, your data is secure at every stage. All data held by Square Health is encrypted. If you email your records from the app they won’t be secure, but you’ll get a notification about this before you use the app’s email function.


How do I download Aviva DigiCare+?

You can download it in the same way as you'd download any other app, please be aware mobile data charges may apply. Just go to the App Store or Google Play and search for Aviva DigiCare+. Be careful not to choose Aviva DigiCare+ Workplace, as your registration won’t work with this app.

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