Private Medical Insurance
for individuals, families and sole traders
Healthier Solutions. Individual Private Medical Insurance
Healthier Solutions is our award-winning individual PMI product, designed to help your clients get prompt access to diagnostic tests and eligible private medical treatment at over 400 UK hospitals.
To help you decide if this product is suitable for your client, we have created target market information which is included in the additional information on our Helping you sell page.
It’s important to fully understand this product’s details as this will help you conduct a compliant sale. Full details of cover options and exclusions are listed in the product’s brochure. Please read the following documents together; product brochure, terms and conditions and the insurance product information document.
Healthier Solutions - product brochure - post 1 October 2018 (PDF 2520KB)
For full terms and conditions see below:
Healthier Solutions - terms and conditions - post 1 October 2018 (PDF 563KB).
Non-standard terms may apply to your client's policy.
Healthier Solutions is our modular PMI product for individual clients, helping them get prompt, private medical treatment through a nationwide network of UK hospitals.
- Extensive cancer cover included as standard on every policy
- Flexible PMI, with options to help meet your clients’ needs and budgets
- All levels of cover include some in-patient, day-patient and out-patient treatment costs
- MyHealthCounts – rewarding clients for looking after their health
- Access to Aviva Digital GP (from 1 October 2018 for new and renewing clients). Benefits include 5 video GP consultations per policy year. See our flyer (PDF 169KB) for more information.
- A no claim discount of up to 75% and the option to include protected NCD which applies to each member, not just the policy
- No loss of no claims discount for claims of up to £250 per member, per year.
Flexible, affordable PMI
Healthier Solutions is flexible. It has a wide range of options to choose from, so it’s easy for you to increase or decrease cover levels to create the PMI cover that meets your clients’ budgets and needs.
We’ve drawn on our clinical expertise to create highly flexible, modular cover, which includes benefits such as MyHealthCounts that can help your clients learn more about their health and wellbeing.
There’s a lot of information to take on board about the cover available with a Healthier Solutions policy. Our handy sales aid (post 1 October 2018)(PDF 942KB) can help you explain the modules to clients – but we’ve also broken this down into four overview areas here: core cover, options, the added value benefits that are included at no extra cost with every Healthier Solutions policy, and an explanation of our hospital lists.
- Core cover
'Core cover' is the starting point for a Healthier Solutions policy. Your clients can then increase or reduce the cover levels to suit their needs and budget. Clients receive an extensive range of benefits with our core cover:
- Cover for hospital charges at hospitals on your client's chosen list
- Specialists’ fees (up to our fee limits)
- Consultations with fee approved specialists
- Diagnostic tests (such as MRI scans, blood tests and X-rays) are covered
- Cancer treatment and palliative care as explained in full on our Cancer Pledge pages
- A no claim discount of up to 75%.
Options that upgrade levels of cover and increase premiums
Clients can upgrade their policy to provide more extensive cover, although it’s important to point out that benefit limits apply. Full details of options are included in the Healthier Solutions customer-facing brochure (post 1 October 2018)(PDF 4112KB). Upgrades include:
- Mental health treatment (in-patient and day-patient cover)
- Other treatments and therapies – including GP referred physiotherapy, osteopathy, chiropractic and acupuncture treatment, GP minor surgery (up to £100 per procedure)
- Dental and optical cover, which helps with the cost of routine dental expenses, accidental dental injuries and optical expenses
- Extended hospital list, which increases the number of available hospitals
- The option to include protected NCD.
Options that reduce levels of cover and decrease premiums
By choosing a reduction in the levels of cover provided, your clients can pay lower premiums. Reductions include:
- Excess option, which applies a claim excess of £100, £200, £500, £1,000, £3,000 or £5,000 per member per policy year
- Reduced out-patient cover – if members prefer a lower premium, they have the added flexibility of choosing £0, £500 or £1000 out-patient limit
- Trust or Signature hospital lists – reduces the number of hospitals available. The Signature hospital list is only available in Scotland and Northern Ireland
- Six week option, which means your client won’t be able to claim for in-patient or day-patient treatment (including accident or emergency admissions), NHS cash benefit, NHS cancer cash benefit or for the cost of an NHS amenity bed, if the NHS can treat them within six weeks. If the NHS wait is six weeks or more, they can get private treatment without delay.
- Added value benefits included as standard
These features are included at no extra charge with every Healthier Solutions policy. We believe they’re appreciated by clients who want to lead healthier lives and have access to useful services that help maintain their wellbeing. These points can help you demonstrate the value of having an Aviva PMI policy in place:
- Aviva Digital GP - New app available for new business or clients renewing from 1 October 2018 see our flyer (PDF 169KB) for more information.
- 24-hour stress counselling helpline. This benefit is available to members aged 16 and over
- MyHealthCounts, helping clients manage their health and get a potential premium discount at renewal
- Discounts on membership at a range of UK gyms and health clubs.
If we have a network for your client's condition or suspected condition, we will tell them where they can have their treatment. If your client has the Extended hospital list, they don't have to use our networks.
- Explaining our hospital lists
We offer a range of hospital lists, to provide your clients with greater choice of where to have their treatment. Healthier Solutions core cover includes the Key hospital list.
Clients can increase their premium and upgrade to the Extended hospital list, which will increase the number of hospitals they can use. Or they can reduce their choice of hospitals, and their premium levels, by choosing one of the following lists:
- The Trust hospital list, which includes mostly private patient units of NHS Trust and Partnership hospitals. Clients must live within the catchment area of a Trust hospital to qualify for this list
- The Signature hospital list, which includes private hospitals in Scotland and Northern Ireland only.
Want to see which hospitals are in your area? Try our hospital list checker.
Remember if we have a network for your clients’ conditions or suspected conditions, they will need to use our network facility for their treatment. Our networks may include hospitals or other facilities that aren’t on their chosen list. If your client selects the Extended hospital list, then they don't have to use our networks.
Presenting the product to your clients this way – explaining the cover, the options, and the added value that Aviva provides – helps them understand the benefits of our Healthier Solutions policy. You’ll find a useful range of Healthier Solutions documents under the Documents tab on this page.
Renewing Healthier Solutions
Our Healthier Solutions policies renew annually on the date the policy started. We send renewal documents to your clients directly, about 35 days prior to renewal, and you can ask us to copy you in on that notification. The renewal packs include information about any changes in premium; a copy of the policy terms and conditions; a new policy schedule; insurance product information document and details of any changes that apply to the cover.
- Clients are notified 35 days prior to renewal
- You can choose to be notified too, so that you can plan a follow up call
- We include details of policy enhancements to help encourage renewals.
Individual PMI. Which documents should you use?
Our documents help clients understand what policies are designed to do and help you introduce the benefits of each product.
Healthier Solutions literature describes the cover, the options and the general exclusions in full. We’ve also produced an ‘At a glance’ sales aid to help you sell the benefits of Healthier Solutions. It’s important that you get to know these documents well, as this will help you conduct a compliant sale. Please read the following documents together; the client facing pre-sale brochure, terms and conditions and the insurance product information document.
These documents explain how the product works
Use our Hospital List Checker to show clients some of the private facilities they’d have access to with a Healthier Solutions policy
These documents will help you complete an application
Remember, you can now get a Healthier Solutions premium illustration online for individual customers.
You’ll find a full range of Healthier Solutions literature in our searchable Document Library. Other items that may be useful include
- Claims – showing how the claims process works
- Policy updates – An overview of this year’s updates to policy details
We can help you sell Healthier Solutions
Here you’ll find ideas that can help you identify clients, overcome objections, and make it easier to recommend Healthier Solutions.
- Target Market Statement
What customer need is met by this product?
This product is designed to provide private provision for specialist diagnosis, and the treatment of acute medical conditions within the UK. It contains options to either upgrade cover, or reduce cover.
Who is Healthier Solutions designed for?
This product is designed for mass market consumers who wish to protect themselves and their families. However, this product is usually considered by high net worth individuals and their families.
Who is Healthier Solutions not designed to support, or are there any features that you should be aware of when considering this product for your customer?
This product is suitable for UK residents only. Whilst this is mass market product offering, there are a few considerations that should be taken into account. For those with significant medical history, or the over 75’s, consideration should be given as to whether moratorium underwriting is appropriate. The customer should also consider the availability of local hospitals, for example both the Signature hospital list (which only allows access to hospitals in Northern Ireland and Scotland), and the Trust hospital list which accesses local NHS trusts may not be suitable based on client geography. For all products you should take further care in whether the product and underwriting approach is suitable for customers you identify as vulnerable. For guidance please see Aviva’s guide to vulnerable customers (PDF 1.3MB).
Can Healthier Solutions be sold without advice?
Yes. However we appreciate that this product is mainly sold on an advised basis.
How can I sell Healthier Solutions?
We would suggest that Healthier Solutions can be sold face to face, via telephone or digitally, we would not expect postal sales.
- Finding the right clients
PMI products can be useful for a wide range of clients – both self-employed and those working for a company. We also hear from many advisers dealing with clients who want to ‘switch’ from their current PMI provider, and individuals transferring from a group policy to personal cover.
By segmenting your database, you can identify who is more likely to purchase a policy and then focus on highlighting the benefits of PMI to these clients.
Income based criteria
Income based criteria are one way of identifying potential clients, as individuals with very low incomes are less likely to purchase an individual PMI policy. It’s important to take the whole household’s income into consideration. Individuals with very high salaries often have employment-associated cover in place, but it’s worth considering opportunities to review that cover.
TIP: If your clients have a policy through their employer, ask, “Does the policy cover everyone in your family? Do you feel the benefits cover your needs completely?”
Occupation based criteria
Most people can benefit from prompt access to high quality medical care, so occupation plays a less significant role in identifying individuals for whom PMI may be attractive. However, many PMI clients are in professional, managerial, or administrative work; self-employed clients are also likely to be a key target group, as a prompt return to work can make a significant difference to their incomes.
Which roles feature heavily in your client bank? Professional roles Doctor, vet, solicitor, engineer, teacher, accountant Managerial roles Manager/Director positions across any industry Associated professionals Analyst, consultant, technician, researcher, marketer, graphic designer, nurse, therapist, journalist So who can you target when you’re thinking about PMI? Sales and service roles Hairdresser, gym instructor, telesales, bus driver Manual labour Builder, electrician, plumber, gardener, mechanic, skilled plant & factory worker Unskilled labour General labourer, retail assistant, waiting staff
TIP: Have you thought about which professions appear in your client bank most? This can help you target your clients effectively using a marketing campaign.
- Overcoming objections
When you show clients an in-depth understanding of how PMI works, and how much impact a policy could have in their lives, they can have more confidence in your recommendation. These are some of the most common objections to a PMI recommendation.
- “I don’t need PMI – that’s what the NHS is for.”
Some of the best doctors in the world practice in the UK, and the NHS does provide free healthcare for all based on need, not on ability to pay. However, hospital infection rates are still a matter of concern; in mixed wards, there’s no guarantee of privacy; hospital waiting lists can be lengthy for non-essential procedures, and levels of personal attention may be lower than those in private hospitals. All of these points help emphasise the value of PMI, and how a Healthier Solutions policy can help your clients get prompt access to high quality care.
- “PMI won’t cover me for cancer treatments.”
Our Healthier Solutions policy includes extensive cover for cancer treatment, and is supported by our ‘Cancer Pledge’.
- We understand the importance of providing extensive cover and support at every stage of your cancer treatment. We'll cover the cancer treatment and palliative care you need, as recommended by your specialist. We also want to make things as comfortable as possible for you following your cancer treatment, so we'll provide extensive cover for your aftercare, including consultations with a dietician, as well as money towards prostheses and wigs.
You can find out more about the details of our cancer cover on our Cancer Pledge pages.
- “It’s too expensive.”
Our PMI products are designed to meet different levels of budget with the ability to increase and decrease cover, clients can find a PMI policy that best suits their need. Try taking your clients back through their benefits to help them work out what they want,helping them tailor the product to their requirements.
If a client is still concerned about the cost perhaps show them the benefits of our Speedy Diagnostic product as an alternative to PMI.
- “PMI is not my top priority.”
From establishing demands and needs, you'll have already pinpointed your clients' financial needs and aspirations for the future. The process of identifying disposable income and making recommendations for its allocation is key, as is highlighting the importance of risK-based planning for unseen eventualities. Good health is vital, no matter which other elements of financial planning you're advising on.
- “My doctor’s never too busy for me – I’d be fine.”
It may be relatively easy to book a GP appointment, but it can be more challenging to make arrangements with specialists. With Healthier Solutions in place, clients don’t have to wait weeks for a specialist appointment or even longer for treatment. Even for minor issues, they’ll be referred to a consultant within days in most cases.
- “There’s no point – there isn’t a private hospital near me.”
Your clients may be surprised to find out their nearest private hospital by using our online Hospital List Checker. There may be facilities closer than they think. Clients can decide which range of hospitals suits them best and, if necessary, have a choice of specialist and plan operations to suit their own timetable.
- “I’m fine – if it’s an emergency, the NHS has to treat me.”
The NHS will always treat emergency cases. But there’s a significant difference between emergency treatments and important treatments that can have long NHS waiting lists. For example, hip and knee replacements. These type of operations can have a serious impact on your client’s life and work but won’t be deemed an emergency within the NHS. With PMI, clients have access to high-quality care, when and where they need it.
Alternatives to our Healthier Solutions policy
When affordability is a factor in choosing not to take a Healthier Solutions policy, there may be alternatives. Our diagnostic policy, Speedy Diagnostics, is not as extensive in their cover but may be worth considering.
- “I don’t need PMI – that’s what the NHS is for.”
- Helping your clients talk about their health
When an individual needs to make a claim, they’ve become a patient. Prior to that, you’ll be dealing with their application as clients – but if your clients do have to fill in a Full Medical Disclosure form, they’ll be asked questions about very personal medical details. Failure to disclose information could result in cover being invalid, so these tips may help you to help your clients:
- “It’s a bit awkward…”
A woman may not want to divulge gynaecological history to her partner. You’ll have to deal with this tactfully: perhaps say that, to help you deal with the paperwork, health questionnaires could be returned separately to your office by each partner.
- “I’m not sure I want to talk about that…”
Let clients know that we have advisers who are trained to answer sensitive questions – whether it’s a query about cancer, a question about sexually transmitted diseases, or simply something that your client may find embarrassing to discuss openly with a stranger, such as cosmetic surgery.
- “But I don’t have to tell them about this, do I?”
Your clients must make a full declaration about their medical history. Failure to disclose a condition could result in cover being invalid – which means your clients may not get the medical treatment they were expecting, at a time when they’re relying on us to deliver our promise of care.
- “It’s a bit awkward…”
- Answering clients’ technical questions
We’re here to answer questions about terminology, underwriting, or general policy information that you may not have to hand in your meeting. Here are a few of the questions we’re asked regularly.
- “What’s the difference between acute conditions and chronic conditions?”
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. Chronic conditions are those illnesses, diseases or injuries that either continue indefinitely, have no known cure, come back (or are likely to come back), need long term monitoring or need on-going control or relief of symptoms.
What chronic conditions are covered?
Chronic conditions aren’t covered by Healthier Solutions – acute conditions are. We do cover unexpected acute flare-ups of a chronic condition until the condition is re-stabilised and we do not apply this chronic condition exclusion to treatment for cancer.
- “What are hospital lists?”
Your clients can choose a selection of hospitals where they’d like to receive treatment when they take our their policy. They do this, by selecting one of the following ‘lists’ of facilities.
- Key hospital list – access to a nationwide list of over 300 hospitals.
- Trust hospital list – private facilities at NHS/Partnership hospitals
- Extended hospital list – more exclusive hospitals in the Greater London area
- Signature hospital list – an option for clients living in Scotland and Northern Ireland.
Use our hospital list checker to show your clients the facilities available in their area.
- “What’s the difference between an in-patient, out-patient and day-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’s underwriting – what’s the difference between each type?”
We’re happy to answer any questions you or your clients may have about underwriting, and which of these types is most suitable for your clients:
- Full Medical Underwriting:
in this instance, we ask questions about every client’s past health, and their pre-existing medical conditions will be excluded unless we agree to accept them.
- New Moratorium:
your client could choose a new moratorium based policy. With this type of underwriting, they couldn’t claim for treatment of any pre-existing condition, or any related condition if they had symptoms of, medication for, diagnostic tests for, treatment for, or advice about that condition in the five years preceding the policy’s start date unless two clear years had passed during which they’d been free of medication for, diagnostics tests for, treatment for, and advice about that condition and any other illness or injury related to it.
- Continued Moratorium:
available for clients transferring from an existing medical insurance plan that’s underwritten on a moratorium basis (we’ll need to see proof of previous terms). Our moratorium wording would apply with effect from each client’s original moratorium start date.
- Continued Medical Exclusions:
sometimes suitable if the client is transferring from an existing underwritten medical insurance plan. We’d accept the existing terms (we’d need to see proof) and apply the personal medical exclusions (if any) their previous insurer imposed. If loadings same were applied, instead of exclusions, they’ll have to complete an application form and be fully underwritten.
- Full Medical Underwriting:
- “What’s the difference between acute conditions and chronic conditions?”
- We’re here to help you
As an experienced adviser, research gives you a wealth of information, but not every client will be ready to absorb that level of detail all at once. We’re here to help you explain PMI’s benefits clearly to them, and answer any questions you – or they – may have about Healthier Solutions, underwriting, or any other aspect of our products and services.
Call the Health Trading Centre: 0800 158 3348
Monday to Friday 9.00am – 5.00pm
For policy quotes, please email: email@example.com
Calls to and from Aviva may be monitored and/or recorded
What makes our PMI different?
We understand that you want to make sure your clients have a PMI product that’s right for their needs and budget.
Healthier Solutions is modular, meaning that you can help your clients choose the cover that meets their budgets and needs.
As one of the UK’s leading providers of PMI, we’ve developed cover that helps your clients get prompt access to treatment in high quality facilities, as well as monitor and improve daily health and fitness.
Why choose Aviva’s Healthier Solutions policy?
- Healthier Solutions is a PMI product that’s designed to fit around your clients’ needs. Not everyone wants the same levels of benefit or access to identical services. In addition to core cover, clients can upgrade or reduce their policy’s benefit levels according to preference and affordability.
- It’s a product with features that are really appreciated. Healthier Solutions does more than cater for illness and injury. It promotes health issues and incentivises improvements in health – from UK gym membership discounts to online programmes, such as MyHealthCounts that can help reduce premiums at renewal.
- Healthier Solutions offers accessibility and choice over treatment options. We work with specialists and leading hospital groups to create products that provide your clients with the best treatment, when they need it and where it’s convenient.
- We’re the provider that delivers the service your clients are expecting. Every provider uses statistics which sound impressive. At Aviva, we know that impressions are important. So we treat our customers like individuals first, and count the number of customers we deal with second. It’s the reason we place so much emphasis on having in-house clinical expertise to support our claims teams and manage cases, one by one.
It's why we have been recognised as Health Insurance Company of the Year for the last nine years. These awards really are testament to the hard work of all our customer facing teams and our commitment to our customers.
- We help remove the stresses associated with making an insurance claim. If your clients do need to make a claim on their policy, we’d like to help them focus on what’s important – making a recovery – rather than dealing with paperwork. That’s the reason most of our claims are dealt with over the phone.
- We stay abreast of industry issues and continually evolve our products. As with all of our products, we’re committed to making sure our cover and services are in line with the latest health developments and government legislation.
- Clients can be confident we’re able to meet their claims. Just a couple of health and protection claims figures can help instil confidence in your clients:
- In 2017 we paid over £1.3 billion in health and protection claims.
- We cover 4 million lives on individual and group health and protection policies.
Healthier Solutions claims – what happens next?
We’re here to help your clients when they need to make a claim. However, it’s useful to understand how our claims process works - this can help reassure clients who are considering taking out a policy.
Our approach to a very individual matter
If your clients need to make a claim, they’ve become patients: people whose needs differ from case-to-case. We know they may not be feeling 100% when they call, and our claims teams will help them every step of the way. That need for individual attention is the reason we have a dedicated department looking after our PMI claims, with staff who have experience in the relative claims fields and can familiarise themselves with the details of each claim they’re working on.
Specialist expertise and specialist claims support
Because some conditions are more complex than others, we have experienced advisers in dedicated condition management teams. In addition to general claims, we also have specialist claims teams focusing on conditions such as:
- mental health
This approach means that your clients will talk to experienced staff, who can empathise and understand what they are going through at a very stressful time.
Clinicians are on hand to give our staff detailed assistance, providing medical advice as necessary to make sure patients get the best possible treatment and support.
Helping your clients make a claim
Your clients should find all the information they need to start a claim in their policy documents. But at a time when health - not paperwork - is a priority, they may contact you first for advice. If that happens, we can help you guide them through the simple four steps they’ll need to take to start their claim.
- Step 1, see the GP
Clients need to see their GP as normal, and let them know they have Healthier Solutions cover with Aviva. If their GP recommends they need to see a specialist for further tests or treatment, they’ll need to check with us to make sure they’re covered.
- Step 2, call us
It will help us if your clients can have some details to hand when they call, however we'll do everything we can to help. We'll ask for their personal details, including a policy number, a description of the symptoms and condition, what the GP has said, the name of their specialist and where they practice. If your clients are given an open referral, we'll just need to know the type of specialist they are being referred to. And if we need more information from a GP, we'll do our best to make this happen quickly. If we have a network for your client's condition or suspected condition, we will tell them where they can have their treatment. If your client has the Extended hospital list, they don't have to use our networks.
Call the claims team: 0800 068 5821
Monday to Friday 8.00am – 8.00pm
Saturday 8.00am – 1.00pm
Calls to and from Aviva may be monitored and/or recorded
- Step 3, update us with treatment details
If the specialist recommends hospital treatment, your client must contact us to let us know what treatment has been recommended and the procedure code (CCSD). We’ll then confirm whether the treatment is covered and let your client know if they can get it through our networks, at a hospital on their list or another facility recognised by us.
- Step 4, relax – we’ll settle the invoices
We can settle most bills directly with the hospital. Most specialists send their bills straight to us. If your clients do get a bill at home, they can forward it on to us at:
Bill Payment Team,
Aviva Health UK,
MyHealthCounts – Improve your retention rates and your client’s health.
MyHealthCounts is our online health and wellbeing tool which helps Healthier Solutions clients look after their health and could help them get up to 15% off their renewal premium.*
*22% of members that registered for MyHealthCounts and submitted a Q score currently receive the full 15% discount at renewal (as at July 2019).
It’s easy to follow and can help your clients achieve a discount off their renewal premium when they update it between month 6 and the end of month 9 during their policy year.
By completing an online health questionnaire, MyHealthCounts helps your clients understand more about their health and the lifestyle choices that impact it. Following the questionnaire, MyHealthCounts provides them with a 12-week programme including personalised advice, and useful hints and tips on how to manage and improve their health.
We recommend that you logon to and try the site yourself, to see how easy it is to use and so you can comfortably talk about the benefits it offers your clients.
You can take a look at the MyHealthCounts site by visiting myhealthcounts.co.uk and using login code: MHC41.
- How MyHealthCounts works
Once your clients have registered, they will be required to spend just 10 to 15 minutes telling us about their health and lifestyle choices – things like what they eat and how much exercise they do. We’ll then calculate their Q score (see below) and offer personalised advice and suggest tools that could help them improve their health.
Any health information your clients provide will not be used for any administration or claims purposes.
- What is a Q score?
The Q score is the rating given to each member who uses MyHealthCounts. Imagine a queue of 100 people who are exactly the same age and gender as your client. The first person in the queue needs medical attention straight away, and the person at the number 100 is enjoying optimum health. Your client’s Q score will tell them whereabouts in the queue they’d stand today according to their current health and lifestyle choices.
- How MyHealthCounts benefits your clients
MyHealthCounts helps your clients to understand their current state of health and how they can improve it. Based on their current health, they will receive a 12-week programme that provides useful hints and tips on how they could improve their health - which in turn could lead to an improved Q score.
- What’s involved in the 12-week programmes
The 12-week programmes provide a more supportive and personalised service to help your clients improve their Q score. MyHealthCounts includes access to health programmes covering:
- Physical activity
- Weight loss
To have a look at the MyHealthCounts site, visit myhealthcounts.co.uk using login code: MHC41.
Can we help you?
Think of us as part of your team. For help or queries, call us on:0800 158 3348*
9.00am – 5.00pm, Monday – Friday
For policy quotes, please email: firstname.lastname@example.org
*Calls to and from Aviva may be recorded and/or monitored