Frequently asked questions

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.

These are the answers to many of the questions we're asked about International Solutions and Gulf Solutions. But if you can't find what you're looking for here, please call us on either 0800 051 1524 from the UK or on +44 2380 371 944 from overseas.

Who needs International Solutions?

International Solutions is a private health insurance policy for employees living or working outside their country of nationality for six months or more. We offer International Solutions primarily to businesses based in the European Economic Area.

How do I buy International Solutions, do I have to be in the UK?

You will need to complete an application form and return it to us. If your application is accepted, we'll send you a welcome pack with all the information you need.

To contact us, call 0800 051 1524 if you're in the UK. If you're outside the UK but have a business entity registered here, you can still buy an International Solutions policy but you need to call us on (+44) 2380 371 944. Calls to and from Aviva may be monitored and/or recorded.

What's the difference between International Solutions and travel insurance?

Travel insurance is for people who travel overseas for a limited period of time. It often excludes some levels of cover if you're actually working abroad. Everyday medical expenses, such as prescriptions and routine medical treatments, aren't usually covered.

International Solutions can include routine medical support, such as dental treatment and prescriptions. If you'd like to find out more, we can give you more information about travel insurance.

How do I pay for International Solutions?

You can pay premiums in pounds sterling, euros or US dollars. If you're paying in pounds sterling, you can pay by monthly or annual Direct Debit, annual cheque, draft or bank transfer. If you're paying in euros or US dollars, then we accept premiums by annual cheque, draft or bank transfer.

Could the terms and conditions change?

Yes. If we think it will make your policy more relevant to your business' or your employees' circumstances we may change our terms and conditions, but we'll let you know in advance.

What's the maximum we can claim in one year?

International Solutions limits the amount that can be claimed by each member, each policy year, to £5,000,000. Some benefits within the policy will also have a specified benefit limit applied that can be claimed for each member, each policy year. Please note, from 1 March 2015, the overall annual benefit limits will be amended for all new and renewing policies to reflect updated currency conversion rates. These new limits will be £5,000,000, €6,000,000 or $8,000,000.

Will International Solutions cover evacuation?

Yes. If treatment is needed that's not available locally we'll evacuate members to the nearest facility even if that's in a different country. We may not cover travel costs without prior approval, so members must call us before making arrangements.

How do you work out my premiums?

We take many factors into consideration such as the options you choose and where you'd like your employees to be covered. We can explain this in more detail to you if you contact us; we're happy to answer questions about your policy in particular – it may need to be different to another business' arrangements.

Will my premiums go up?

International Solutions policy premiums are worked out using age bands to reflect that people are more likely to claim as they get older. That's why we review our premiums on an annual basis – but it doesn't mean your premiums will rise each year. Where a premium increase is necessary, either as a result of rising costs or because certain employees have entered a new age band, we'll let you know before your annual renewal is due.

International Solutions policies with more than 100 employees do not experience an age band increase until an employee reaches the age of 65. We will also take into consideration your scheme's own claims experience and membership profile when calculating the premium. In general, the larger the group size the greater the relevance of the claims experience.

Won't an EHIC card cover treatment for our employees in the EU?

The European Health Insurance Card (EHIC) is valid in all 28 member states of the EU. In most cases employees would have some care from the state system, but this may need to be paid for in advance and the cover might be at a reduced level in comparison to the UK. They would also have to complete an A1 form to show they're still paying tax and NI in the UK.

Are there any excesses?

No, not unless you choose to apply one to your Out-patient cover.

If we switch to Aviva, will we get the same levels of cover?

When we arrange a quotation we'll talk through the options. Rest assured, we'll do everything we can to give you a competitive alternative with added value, and help to make it a smooth transition for your business.

What kinds of underwriting are there?

The underwriting on our International Solutions policies depends on how many employees you'd like to cover. We can offer three kinds of underwriting:

  • Medical history disregarded means that we do not apply any personal medical exclusions as a result of pre-existing conditions. This is available if you are looking to cover 10 or more employees.
  • With full medical underwriting we'll ask your employees to fill out a health questionnaire. This will tell us about any pre-existing conditions. This information helps us to identify which conditions, if any, will be excluded from the cover. It means that employees won't be covered for a pre-existing condition unless they tell us about it and we decide not to put an exclusion on the policy. This is standard on International Solutions policies with less than 10 members covered.
  • Your policy may be on a continued medical exclusions basis. This means that if you are transferring from another recognised international insurer, on equivalent cover, we will accept the same employees' personal medical exclusions, if any, that were applied to your previous plan.

Our Gulf Solutions policies (insured through our local providers) are underwritten on a medical history disregarded basis as standard.

What's changed recently in International Solutions?

From 1 March 2015, new or renewing customers will have access to the following enhancements:

  • International Solutions:

    The Netherlands

    If your employees will be living in the Netherlands, under Dutch law, they are normally required to have Dutch national health insurance. This cover has to be provided by a Dutch insurer and will give them comprehensive medical cover for treatment in the Netherlands. With that in mind, we are collaborating with OZF, who are part of the Achmea group, one of the leading Dutch healthcare insurers. This means your employees can be covered by a local Dutch insurer, and also benefit from the cover provided by International Solutions if they travel outside the Netherlands – at a discounted rate. Find out more.

  • Gulf Solutions:

    Living and working in the Gulf

    Healthcare regulations are relatively complex in the Gulf, where local compliant coverage needs to be in place provided by a locally licensed insurance provider. Building on the success of our Gulf Solutions products, we offer compliant medical insurance coverage to give your employees greater support in two further countries, Bahrain and Jordan.

    By working with local providers, our specialist Gulf Solutions products ensure that your employees have appropriate cover if they're living in Bahrain, Jordan, Kuwait, Oman, Qatar or the UAE, and can still access benefits if they travel outside the region. For employees based in the UAE, we have enhanced the policies to provide compliant cover in line with new DHA legal requirements as well as the legal requirements under the Abu Dhabi Health Authority (HAAD) which took effect from 1 January 2015. Please see our Gulf Solutions page for more details.

Why do I need a different policy for the Gulf regions?

In the Gulf, healthcare regulations are more complex, so it pays to work with a locally licenced insurance provider. That's why we've worked with local providers such as Emirates Insurance Company in the UAE, to make sure your employees can be covered by a policy that's appropriate to the territory in which they're living or working – yet still benefit from a wide range of features if they travel outside the region. It's called Gulf Solutions.

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