Make a claim on MyAviva
You can make a claim on your health insurance policy by following these simple steps.
Speak to a GP
You can see your GP in person or use the Aviva Digital GP app* to speak to one online.
If your GP says you need to see a specialist, let them know you have health insurance with us. Make sure you ask for an open referral, that just means we can help you find the best hospital or doctor that’s covered by your policy.
*This service is non-contractual and can be changed or withdrawn at any time.
Tell us about your claim
Log in to MyAviva and fill in a quick form, it takes less than 10 minutes.
You can also see your policy details there, like any costs you need to pay, what’s included, and what treatments have been approved.
Get your treatment
Once everything’s approved, go ahead with your treatment. We’ll pay the bills we’ve agreed to directly to your healthcare provider so you don’t have to. If you need more treatment later, just let us know.
Log in to MyAviva to make a health claim online
Make a claim on MyAviva
Using MyAviva is the fastest way to make a claim. You'll be able to view progress and make updates whenever you need.
Connecting you to the answers and people you need
If you can’t find what you’re looking for, our chatbot can give you instant support around the clock. It can help you manage your account and point you towards the right team if you need to speak to someone.
Claims explained
Want to know exactly what happens when you make a claim? From speaking to a GP right through to us paying the bills, our short video explains it all.
Transcript for video How to make a claim
There are four simple steps to making a claim.
One. Ask a GP for a referral.
You can talk to your own GP or go through our Aviva Digital GP app.
They’ll refer you for any investigations or treatment you need.
Make sure you tell them you have a private health scheme with us.
For more flexibility around your treatment, ask for an open referral, which names the kind of treatment you need but doesn’t name a specific specialist or hospital.
We can help you with finding a specialist.
If you have BacktoBetter or our Mental Health Pathway, you don’t need a GP referral.
Make sure you contact us before you have any tests or treatment.
That way you’ll know you have the benefit included in your scheme and you won’t end up with any
unexpected costs.
Two. Start your claim.
Simply log into MyAviva, find your policy and click the option to start your claim.
Alternatively, you can call us.
We’ll ask about your symptoms and explain the best next steps.
We aim to make a decision on your claim straight away, explain the tests and treatment we can approve, and give you contact details, so you can book your appointment.
Three. Referrals for more treatment.
If you’re referred for more treatment we haven’t already approved, let us know through MyAviva, so we can check your scheme.
Four. Paying the bills.
We’ll pay the bills we’ve authorised directly with your healthcare provider, so there’s nothing for you to worry about.
If any bills we’ve authorised come your way, just send us a copy and we’ll do the rest.
We’ll let you know if you need to pay any part of a bill.
And that’s it! Four easy steps to make your claim.
It takes Aviva.
Health insurance claims FAQs
Can I check if my symptoms are covered before I make a claim?
Yes, but we’ll need you to start a new claim so we can check your symptoms against your policy. Don’t worry, doing this won’t change or affect your policy in any way.
What is my excess and outpatient benefits?
You can see any excess or outpatient benefits in your MyAviva account. They apply per person, per policy year, not per claim. You’ll also find your policy renewal date there.
Why can't I see my claim online?
Once you’ve made a claim online, it can take up to 48 hours to appear in MyAviva. If you’ve made the claim for someone else on your policy, and filled in the online form, it won’t show in your account.
How do I close my claim?
You don’t need to do anything, we’ll close it for you. Usually, that’s about two years after the last bill we receive for your treatment. If you ever need it reopened, we can do that at any time.
Can't find what you need?
Get in touch.
Claiming for someone else
Need to make a claim for your child, partner, or another family member on your policy? You can do it right here.
Health claims customer service
Health claims customer service (UK)
0800 068 5821
Monday to Friday: 8:00am - 6:30pm
Saturday: 9:00am - 1:00pm
Sunday: Closed
Health claims customer service (abroad)
+44 238 037 1994
Monday to Friday: 8:00am - 6:30pm
Saturday: 9:00am - 1:00pm
Sunday: Closed
Important information
For our joint protection, telephone calls may be recorded and/or monitored. Our operating hours may be different depending on which team you need to speak to.
Find independent information about private healthcare
You can find independent information about private consultants and hospitals, including costs and quality of care, from the Private Healthcare Information Network:
www.phin.org.uk.