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Backtobetter gets even better!

Published: 18 Dec 2018

From 1 January 2019, clients covered on either an Optimum or Solutions policy with BacktoBetter, will benefit from the following service improvements:

Simplicity - we’re introducing more flexibility for those that have already received medical advice when they first contact us about a musculoskeletal condition. This means that clients already on a treatment pathway will be able to continue eligible treatment without having to undergo a telephone clinical assessment. This simplifies the customer journey and removes unnecessary duplication of effort.

Quality support - clients who need to be referred to a Specialist for additional investigation will now be supported by our expert claims team. Using our comprehensive Specialist Finder tool, we’ll guide them to a specialist and where appropriate, case manage their claim through to completion. This approach enables us to help your clients access clinically appropriate treatment from a specialist that adheres to our quality and fee guidelines.

Key benefits of BacktoBetter:

Simplicity - your clients don’t have to wait to see a GP. They simply tell us about their claim by telephone or online via MyAviva. They’ll be contacted by a musculoskeletal case management specialist within 24 hours of getting in touch.

Quality– where appropriate, we’ll help your clients access a local physiotherapist (usually within 2 working days) through our independent clinical providers’ quality-assured physiotherapy networks. And, if they need to see a specialist, our claims advisers will guide them to a specialist who adheres to our strict quality criteria.

Cost management – prompt treatment can aid a faster recovery, reduce absence costs and help control claims spend.


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