Why have Aviva changed their physiotherapy fee structure?
We remain dedicated to our ongoing fee review programme. Our fee panel convenes monthly to assess the suitability of the current fee schedule and individual codes. Informed by these discussions, as well as valuable feedback from our customers and practitioners, we have initiated a broader review of physiotherapy fees.
How have the new fees been calculated?
We have conducted an internal review of our billing data, benchmarked against the external market and incorporated feedback received from our customers and practitioners to inform the process. This has been fully reviewed with our Clinical team, to establish a fee that is fair and reasonable, while ensuring the continued sustainability of our customer premiums.
Why have I received the communication, but my colleagues haven’t?
Due to the volume of Aviva registered physiotherapists, we have sent these communications as a phased approach. All communications will be received by 22 August 2025.
Why are only some condition specific physiotherapy sessions listed and not others?
We have reviewed our billing data, claims trends and customer requirements to inform our review. We have published a fee structure, which we believe meets the need of our customers and supply chain. At this time, we are not looking to extend this list.
Can I charge for extended multiple sessions on the same day.
No. Our published fees are time agnostic and as such invoicing needs to be in line with the new fee structure, with one session per patient, per day.
Do you have different fees for adult and paediatric patients?
Do you have different fees for adult and paediatric patients? No, the fees are based on the treatment and not the age of the patient. This is in line withall our other published fees.
What happens for customers currently undergoing treatment?
Any ongoing treatment that has been pre-authorised will be honoured under your current arrangement. Any additional treatment, or for new customers, invoices will be settled in line with our newly published fees. If your invoice is incorrectly settled, for treatment approved prior to 1 September 2025, please email PHYSIOFEES@aviva.com for this to be investigated.
What if I do not wish to work within the new fees?
To remain recognised as an Aviva Practitioner, you will be required to charge in line with the newly published fees. If you no longer wish to be registered as a practitioner with us, please email PHYSIOFEES@aviva.com. If you are currently treating an Aviva member, but wish to remove your registration, you will need to notify us and arrange the safe transfer of the patient to an alternative Aviva recognised provider.
Can the customer pay the shortfall if I choose to invoice above your published fee?
No. It is important for us to provide our customers with a fee assured journey to avoid financial shortfalls, therefore you cannot ask the patient to top up the fee for their care.
Do I bill Aviva directly or charge the patient at the time of treatment?
Invoices must be sent directly to Aviva following treatment, please do not invoice the customer. You can submit invoices via Healthcode or the Aviva Online Billing Platform, we do not accept paper invoices. We also do not accept reimbursement claims, therefore you must not charge the patient upfront.
Why can I not charge the customer up front?
To protect the financial interest of our customer, it is part of our practitioner terms and conditions that you must invoice Aviva directly.
Are there any exceptions to the fees or the new process?
No. To ensure consistency and fairness, we apply our fee schedule uniformly and do not enter individual fee arrangements with Practitioners.