Making a claim

Important information

New Business

We are not able to offer individual or group International PMI quotes for any new business with a start date of 1 May 2018 onwards.

Existing Aviva Customers

  • Customers with renewal dates prior to 1 May 2018 will be invited to renew with Aviva in the usual way. They will be offered continuation terms from Aetna from the following renewal.
  • Customers due to renew on these products from 1 May 2018 will be offered continuation terms from Aetna.

Please contact us for further details.

When you buy International Solutions or any one of our four Gulf Solutions policies, we'll send a welcome pack to your employees that includes a handy membership card with details of all the contact numbers they'll need to access advice and treatment. We have tried to make our claims process as simple as possible:

  • Employees can log on to our existing customer area at any time, for more information and access to a step by step guide that will help them through the claims process. They can also access their member guide which contains details of the companies we've teamed up with, and their contact information.
  • Our claims process differs depending on where your employees are living or working, but everything is explained clearly in their member guide.

If you have any questions about your policy or would like information on how to claim, please refer to your member guide, our existing customer area or contact us.

Treatment at the right time, in the right place

We don't restrict your employees' treatment to specific hospitals. If they can't get the care they need locally, we'll evacuate them to a place where they can. High quality care is our priority – making sure your employees get the right treatment at the right time.

Your support network, worldwide


Thanks to our unique relationship with Olympus managed healthcare. when you take out International Solutions with worldwide cover, they will be able to settle most of your healthcare claims in the USA directly with the provider, meaning your employees won't need to pay up-front.

Employees will have access to over approximately 6,000 hospitals and 525,000 health professionals. We make sure there's also no charge to use Olympus' 24 hour helpline, or to access their services to find the closest medical facilities. Invoices are settled directly for eligible costs.


If employees are entitled to the Dental or Dental Plus options, and are based in the USA, they'll have access to DenteMax, a dental network of over 200,000 dentists. They'll get discounted treatment and in most cases we'll settle bills directly with the dentist.


For extra peace of mind, we have teamed up with StandbyMD to provide your employees with access to qualified medical practitioners 24 hours a day, 7 days a week, in over 86 countries around the globe. StandbyMD operates a phone based service as well as providing the added benefit of home-based visits in certain cities.

NAS Administration Services

In the Gulf, we've teamed up with NAS Administration Services to give your employees the best possible level of claims support in this region. NAS is a best-in-class claims management provider, with a network of over 2,000 healthcare providers. They'll manage any claims your employees make, providing direct settlement in the vast majority of cases, including dental and optical claims.

International SOS (ISOS)

International SOS helps us provide emergency assistance to employees based elsewhere around the world – 24 hours a day, 365 days a year. Through the ISOS network, your employees will have access to medical expertise, preventative advice, and emergency assistance during critical illness, accident or civil unrest.

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