Group private health insurance

Making claiming simple

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The more employees you have working for you, the more likely it is that one of them will need to make a claim. We’ll do everything we can to make things go smoothly, because we know how important a professional and efficient service can be.

First and foremost, we want your employees to receive the exemplary levels of service they’ll expect from a company like Aviva. We also know that your staff may not be feeling 100% when they call, so we’ll take great care to make sure they receive a sensitive, personal service – every step of the way.

Existing customers: Please refer to your member documentation for contact details to discuss your policy or to make a claim.

Step-by-step help from experts

From their initial GP’s recommendations through to specialist referrals, we’ll help individuals through their claim, explaining what needs to happen next at every stage. Claims can usually be assessed over the phone, and often authorised immediately. If we need to send out a claim form, your employees will be given help to fill it in accurately – and of course, we’ll settle invoices with the hospital on your behalf, once treatment is complete.

But an efficient claims service does more than help your employees – it also helps us identify and manage high-cost cases: things like cardiac or orthopaedic treatments or specific, more complex conditions such as cancer, stroke or psychiatric care. This vigilance helps us to manage our premium levels for the long term, which is good news for everyone.

Dedicated Teams

With our specialist claims teams, we can provide appropriate support to employees – and effectively manage costs.

Cancer Care…

No one expects this diagnosis. It’s a life-changing moment, so we have a dedicated team that’s trained to help claimants for cancer, 24 hours a day. We’re determined to provide a consistently high level of cover and support.

Patients will be put in touch with a dedicated case handler straight away – so while we get to know their needs and history in depth, they can focus their full attention on treatment. And everyone’s treated individually – like a patient. We think that’s vital, and a positive, contributing factor to easing the transition between stages of treatment.

Where possible, we’ll also suggest options to make things easier for everyone involved. For example, if the journey to and from hospital is tiring or impractical, we may be able to cover treatment at home, providing the specialist is in agreement.

If a specialist recommends that chemotherapy, intravenous antibiotics, blood transfusions or other treatments are given from the comfort of patients’ own surroundings, we may be able to cover those circumstances, as well. This cover extends to give patients treatment at work or even cover treatment that’s necessary on a holiday that’s taken in the UK.

Psychiatric Care…

According to the Office for National Statistics, stress accounted for 39% of all work-related illnesses in 2013/14. Whatever the causes, dealing with symptoms of stress in the workplace requires sensitivity and professional care. Your employees’ health and wellbeing, and the welfare of their immediate family, may depend on it.

Our psychiatric team understands that dealing with the processes involved in making an insurance claim may be difficult. All cases are referred to an experienced psychiatric nurse, and all the facilities we work with know that admissions need to be pre-authorised.

We’ll carefully manage psychiatric claims, monitoring and controlling the costs involved from the outset. A range of the in, day and out-patient bills we receive are audited to make sure that charges are reasonable. And we can always offer an independent evaluation and management service offered by highly experienced external psychiatric consultants.


BacktoBetter is a clinical case management service from Aviva which is available on all our large corporate PMI schemes with 250+ employees.

Aimed at helping employers manage their sickness absence costs, it utilises evidence-based medical guidelines for managing musculoskeletal conditions – back, neck, muscle or joint pain, and delivers personal treatment plans for patients.

Early intervention - no need to see a GP

By accessing BacktoBetter as soon as musculoskeletal problems develop, and with no need to wait for a GP appointment, employees quickly gain access to help, advice and support which means the problem doesn't necessarily have to lead to time off work.

Clinical expertise

Employees will be provided with practical and clinical information, advice and support to enable them to manage their symptoms and where appropriate, be referred for further treatment such as physiotherapy to help them return to full health as soon as possible.

Dedicated case management

A dedicated clinical case manager, from the BacktoBetter team, will keep in contact with the employee throughout to monitor progress and assess if further treatment is required or the employee is ready to be discharged.

To find out more view our BacktoBetter literature (PDF 2.92MB).

In 2015, 88% of our claims were approved over the phone

If we ever need more information to approve a claim, we’ll always do our best to make sure that paperwork doesn’t hold things up. If we can’t approve a claim because it’s not covered by your policy, we’ll explain the details to you – although we won’t divulge any confidential medical information.

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