Private health insurance

General FAQs

These are some of the FAQs we hear about Healthier Solutions. As a sole trader, working for yourself, there may be something else you'd like to know that's relative to your business. Don't hesitate, if there's something you'd like to ask, call our team of friendly experts, or ask us to call you back.

Can I use Healthier Solutions to cover my partner in business?

If you have a partner working with you in your business, then we'd offer you Solutions - our private health insurance product for small businesses. It's a policy that's designed specifically for 2 to 49 employees working in a business. You can read more about Solutions, on our Solutions pages.

What is private health insurance?

Private health insurance helps you get prompt, private treatment if you're unwell. It's designed specifically to treat acute conditions that start after your policy begins (an acute condition is a disease, illness or injury that's likely to respond quickly to treatment so that you can return to your previous level of health). You pay us a premium, and in return, we'll provide you with healthcare cover. It gives you peace of mind, knowing that you and you family can get the treatment and care you need, promptly.

Better still, our private health insurance gives you extra benefits that can help you maintain your wellbeing and improve your fitness. Things like gym discounts, and health programmes such as MyHealthCounts.

Is there a difference between 'private health insurance' and 'private medical insurance'?

No. We say 'private health insurance' most often, but providers could use both terms to describe the same thing. A policy that helps you get private treatment could be called private health insurance or private medical insurance.

Will you cover my pre-existing medical conditions?

If you take out our private health insurance online, we'll use our moratorium underwriting criteria. This means that you won't need to complete an in depth health questionnaire, but your cover will exclude any pre-existing conditions, illness or injury (whether or not diagnosed), based on the following:

If you have a policy with another provider at the moment, and want to find out more about the cover we could give you, call our team of friendly experts on 0800 42 42 42.

Could I use the hospital I want, when I want?

When you take out private health insurance with us you'll get prompt, private medical treatment at nationwide facilities, hospitals and clinics. Our hospital lists (PDF 2.03MB) are designed to match your budget and preferences. The beauty of having private health insurance is that, as well as choosing a selection of hospitals where you'd like to receive treatment, you can usually arrange it at a time that's convenient.

Remember if we have a network for your condition or suspected condition you’ll still need to use our network facility for your treatment rather than a hospital on your list.

  • Key Hospital List
    Access to a nationwide list of hospitals. This group of over 300 hospitals is automatically included on your policy unless you choose an alternative hospital list.
  • Trust Hospital list
    By choosing to only use private facilities at NHS/Partnership hospitals, you could save up to 25% on your premiums.
  • Extended Hospital List
    Particularly attractive if you live in the Greater London area, this list gives access to a number of more exclusive hospitals in addition to our standard hospital list. This option increases your premium by 30%.
  • Signature Hospital List
    Access to a selected number of hospitals, which could give you savings of up to 43% on your premiums. This list is only available to policy holders living in Scotland and Northern Ireland.

Will all of my specialist's fees be covered?

There are some specialists' fees that may fall outside the scope of your cover. It's important to us that you're confident and comfortable with the policy you buy, so we're happy to talk through any concerns you have about fees over the phone. If we can't answer your questions immediately, we're also happy to call you back with the information you're looking for.

Consultation fees

We’re working with specialists and other treatment providers to ensure that our customers have fast access to the appropriate treatment at a sustainable price. Your Healthier Solutions policy includes cover in full for consultations with specialists or other practitioners who are recognised by us and who have agreed to our guidelines for consultation fees. We call these specialists/practitioners ‘fee approved’.

If you have an eligible consultation with a specialist or other practitioner who is fee approved then we will pay in full. However, if you have an eligible consultation with a specialist/practitioner who isn’t fee approved we will only pay up to the limits we pay our fee approved providers. This could leave you with a shortfall that the policy does not cover.

What's excluded on my policy?

Your policy is designed specifically to treat acute conditions that start after your policy begins (an acute condition is a disease, illness or injury that's likely to respond quickly to treatment so that you can return to your previous level of health), so conditions you already have and conditions that cannot be cured will not be covered. All of our policies also have standard exclusions, which will be listed in detail in your policy documents. A guide to the standard exclusions for Healthier Solutions is included on our What can this policy cover? page. Depending on your medical history, we may add limitations to your policy - but these will be explained in detail, and you're welcome to ask us questions about them at any time.

What 'extra benefits' are included with Healthier Solutions?

You'll get a number of extra benefits with Healthier Solutions that could help you look after your health. As well as giving you access to those features, we also include discounts and rewards for good health, which could help you reduce the cost of your private health insurance when it's time for renewal.

  • Discounted Gym Memberships
    You'll get discounts of up to 25% on membership at selected health clubs across the country.
  • Stress Counselling helpline (over 16's only)
    Stress is a major contributor to ill-health, but it's sometimes difficult to talk about it. So we make it easier to speak to someone who can help you deal with anything that's on your mind. Through our Stress Counselling helpline, you can talk to a qualified counsellor 24 hours a day, 7 days a week.
  • 24 hour GP helpline
    Ill health doesn't stick to normal opening hours, so we have a 24 hour GP helpline in place for you. Contact the GP helpline for advice on medical matters at any time of day.
  • MyHealthCounts
    Looking after yourself is important. MyHealthCounts is a free online programme that helps you find out more about your health and, if your health improves, MyHealthCounts could help you qualify for discounts on your private health insurance at renewal time.
  • Free cover for your younger children
    If you take out a Healthier Solutions policy that covers yourself and your eldest child under 20, we'll also provide free cover for any younger children in your family.
  • Up to 66% no claim discount from day one
    Private health insurance can reward you for not making a claim by keeping your premiums down. Terms and conditions apply to our no claim discount. You can find out more about the discount that could apply by calling us, or reading more in the Healthier Solutions brochure.

Is there a lot of paperwork involved in making a claim?

If you're sick or injured, one of the last things you want is a stressful claims process. We know that getting back to work could be on your mind, so our claims team will do their best to make things go smoothly. You can start making a claim online or by speaking to us directly, whichever is most convenient.

Best of all, we can approve most claims over the phone and we'll settle bills directly with the hospitals so that you don't have to worry about too much paperwork.

What if I have a sensitive issue?

Our specialist teams, such as oncology and psychiatric, means when it comes to claiming, you'll have the best possible care.

What's the difference between an out-patient, a day-patient and an in-patient?

An in-patient is someone who is admitted to hospital and who occupies a bed overnight or longer, for medical reasons. As a day-patient, you would be admitted to a hospital or day-patient unit because you need a period of medically supervised recovery but do not occupy a bed overnight. An out-patient is someone who attends a hospital, consulting room or out-patient clinic and is not admitted as a day-patient or in-patient.

What is a network?

We’re developing a number of networks of facilities, specialists or other practitioners that we recognise to provide the treatment required for a specific condition or suspected condition.

By creating networks, Aviva has more control over the treatment pathway. This means we can drive better commercial deals, which helps us maintain affordable prices. What’s more, by controlling the treatment pathway we can give our customers greater assurance when it comes to clinical quality and treatment, and ensure that more treatment can be covered before benefits limits are reached.

Our networks are updated frequently as we work to ensure we get the best possible service for our customers. We regularly add or evolve networks, or in the event that a facility/specialist is no longer suitable for a network we may remove them. Please contact our claims team before arranging any treatment.

Contact our claims team on 0800 158 3344. Our lines are open from 8am-8pm Monday to Friday and 8am-1pm on Saturdays.


More questions? We're happy to answer them

You can phone us direct on 0800 42 42 42, with reference SEL WEB

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