Frequently asked questions

Find the answers you need

Explore frequently asked questions by consultants and physiotherapists, ranging from dealing with new patients, electronic billing, fee schedules, referrals and how to become Aviva-recognised.

If you have questions specific to 'networks', please visit our dedicated page for answers to network frequently asked questions.

I am seeing a new patient insured with Aviva, do I need to do anything?

Can my patient use any hospital?

Can I bill Aviva directly or charge the patient at the time of treatment?

How do I invoice Aviva?

Can I receive payment via BACS?

I will be performing a procedure that is new / experimental, who can I discuss this with?

How do I bill for Local Anaesthetic/Sedation?

Does Aviva recognise all Specialists?

What information will Aviva request on long-stay or "complex" patients? Why do you require this information and what will be done with it?

How should we handle excesses on policies?

What happens if a patient cancels or does not attend his/her appointment?

What are code combinations?

Is there a time limit to submit invoices?

Can I supply equipment, consumables and drugs to Aviva patients?

How do I request agreement for additional surgical assistance?

What are Complex Surgery Cases?

Get in touch with us

If you have a query we've not been able to answer in either our general frequently asked questions or our dedicated network frequently asked questions, please contact us by phone or email.

Phone calls may be monitored and/or recorded.

Specialist registration queries

0800 404 9418

Monday to Friday: 9:00am - 5:00pm

Postal queries: Department 10, Aviva Health, Chilworth House, Hampshire Corporate Park, Eastleigh, SO53 3RY.

General enquiries

0800 158 3333

Monday to Friday: 8:00am - 6:30pm

Saturday: 8:00am - 1:00pm

For enquiries regarding a patient's claim including payment of invoices.

Fee Schedule related enquiries

0800 015 7756

Monday to Thursday: 9:00am - 5:00pm

Friday: 9:00am - 4:00pm

Postal queries: Department 10, Aviva Health, Chilworth House, Hampshire Corporate Park, Eastleigh, SO53 3RY.