From mid-December 2020, there were increasing cases of COVID-19 and this started to put the NHS under extreme pressure in some areas of the country. The NHS began using more of the private hospital capacity again, pausing the return to the normal pre-pandemic levels of activity seen in November and December 2020.
Since February 2021, we’ve seen the availability and accessibility of private healthcare increase. We are now seeing almost normal levels of available capacity and activity.
We understand you will be concerned how the reduced availability of private healthcare might affect your health insurance policy. That’s why we’ve provided clarification in the Your questions answered section below.
We’re here to help
If you’re struggling financially due to COVID-19 and need help, we can defer your monthly payment for up to three months. Please remember that you’ll need to pay back the premium when the deferral period ends. If you have any questions or would like help identifying alternative options to better suit your current needs and budget, we’re here to help.
Please contact us on 0800 092 4590 to discuss your individual situation and we’ll do our best to support you.
Calls may be monitored and/or recorded. Calls to 0800 numbers from UK landlines and mobiles are free.
Your questions answered
Policy cover and benefits
What cover is available for testing, screening or treatment for COVID-19?
Does the policy cover vaccinations and vaccination side effects?
What’s not covered?
I haven’t been able to use my policy as I usually would, yet I’ve been paying the premiums. Will you recognise this by increasing some of my benefit limits?
What if COVID-19 exacerbates an underlying condition?
The NHS’s decision to use more of the capacity of the private hospitals may affect access to some of my benefits. What can I still claim for?
If I’m having care for COVID-19 at a private hospital under the NHS hospital, can I still claim NHS cash benefit?
Does the six-week option stop me from claiming NHS cash benefit if I am admitted to hospital for treatment for COVID-19?
I am in the military full time or as a reservist and have been called up to support the government in response to the current COVID-19 crisis. Will my policy cover me for any eligible treatment I may need that occurs as a result of this support?
Would my policy cover me for any treatment abroad?
Can I use the Aviva Digital GP app in the current crisis?
Will you cover physiotherapy sessions carried out remotely by video conference?
I’ve been asked to attend a video/telephone/remote consultation. How much will you pay?
I’m approaching renewal. Will the terms remain the same?
If I cancel my policy now, and take out a new one after the COVID-19 pandemic has passed, how might this affect my claims or premium in the future?
How do I cancel my policy?
Will I be able to claim without a GP referral during the current crisis?
If I’m admitted to a private hospital suffering from COVID-19, will I be admitted as an NHS patient?
Will you help me find a specialist who can see me face to face?
I am facing delays with my claim. Can you help me find an alternative specialist or hospital?
If you offer me an alternative specialist, will I have to start my claim again from the beginning?
I don’t yet have a diagnosis for a condition I’m suffering from. Am I still covered to have investigations carried out privately?
I’m concerned about going to an alternative hospital/facility as there may be an increased risk of COVID-19 infection.
I’m feeling stressed about this situation – can I speak to someone?
Will you pay for my PCR test if my child is admitted to hospital?
I’m currently receiving care in a private hospital; will you continue to cover me?
I have a claim in progress. Will I still be covered?
Premiums and payments
Do I still need to pay my premiums?
I’m having financial difficulties due to the effect of the COVID-19 pandemic, and can’t afford to pay my premiums. What should I do?
I’m concerned I might become ill and be unable to contact you. If this happens and my policy is automatically renewed, can I contact you later to cancel it?
Business health insurance questions
What would happen if my employer cancels my private health insurance? Is there any way to keep my cover?
I am being made redundant. Can I continue my private medical insurance policy as an individual?
Our COVID-19 pledge
As you’re extending the pledge period, will you pay interest on top of the pledge payment?
How do I know you are not profiting from the COVID-19 situation?
Is it possible that you will extend the pledge period again?
When do you expect to make the pledge payment?
I pay by cheque every year but would like the pledge payment sent to me by a different method. Is that possible?
When will you tell me more about the situation with the COVID-19 pledge payment?
How to get further help
If you still have questions after reading these FAQs, please contact us on:
How to get in touch
Our call centres are experiencing huge demand right now. So if you need to call us about your policy, we may take a little longer than usual to answer. Choose the right option for you below.
Our COVID-19 pledge
Life doesn’t always go to plan, but you can count on us in your time of need.
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Coronavirus and our other policies
If you have another type of policy with us, or you’re interested in taking one out, find out what you need to know in the current situation.