Coronavirus: health insurance

Everything you need to know at this time

Coronavirus latest

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 started to use more of the private hospital capacity again, pausing the return to the normal pre-pandemic levels of activity that were seen in November and early December 2020.

As a result of the agreement with the NHS, some private healthcare providers may find it difficult to deliver certain services and treatments. You may therefore see non-urgent procedures and treatments deferred as resources are focused on providing critical care such as cancer treatments to both private and NHS patients. This is part of the effort to defeat COVID-19 and help our country return to normal. We expect the situation to improve during 2021 and are monitoring developments closely to ensure that we have the most up to date information.

We understand that you'll be concerned about how this might affect your health insurance policy, and we’ve provided clarification in the Your questions answered section below.

In addition to the continuation of urgent care pathways as outlined above, you will be able to access the majority of other services and benefits (subject to your particular policy coverage). Some treatments requiring inpatient admissions will be deferred where it is appropriate to do so.

These services include:

  • Physiotherapy through Back2Better — our supplier is operational, and they have set up additional virtual consultation capability
  • Mental health support through Mental Health Pathway and outpatient mental health treatment — our supplier is operational, and they have set up additional virtual consultation capability
  • NHS cash benefit — this existing benefit is available for any customers hospitalised as a result of COVID-19. Customers will receive £100 per night from the 4th night onwards.
  • Aviva Digital GP app, powered by Sqaure Health
  • Stress Counselling helpline
  • Dental & Optical
  • GP minor surgery
  • Baby Bonus

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 of COVID-19?

What's covered?

What's not covered?

Is COVID-19 treatment covered?

What if COVID-19 exacerbates an underlying condition?

I know that the NHS’s decision to use more of the capacity of the private hospitals may affect my access to some of the benefits I’m covered for. What can I still claim for?

I am taking part in the trial of the COVID-19 vaccine. If I become ill or develop an illness or condition as a result of the trial, will my policy cover me for this?

What if I have any adverse effects after receiving any of the COVID-19 vaccines?

I am in the military full-time/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?

I’m due to renew my policy. Will the terms remain the same?

If I'm having care for COVID-19 under the NHS, but at a private hospital, can I still claim NHS Cash Benefit?

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?

I want to cancel my policy, how do I do it?

Does the 6 week option preclude me from claiming NHS Cash Benefit if I am admitted to hospital for treatment for COVID-19?

Can I use my Aviva Digital GP app in the current crisis?

Will you cover physiotherapy sessions carried out remotely via video conference?

I’ve been asked to attend a video/telephone/remote consultation. How much will you pay?

Accessing treatment

Will I be able to claim without a GP referral during the current crisis?

If people suffering from COVID-19 are admitted to private hospitals, will they be admitted as NHS patients?

I don’t yet have a diagnosis for a condition I’m suffering from. Would I still be covered to have investigations carried out privately?

I am feeling stressed about this situation can I speak to someone?

Current claims

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?

I have a treatment booked today or this week, should I go?

I have a treatment booked but I am being redirected to a different specialists and/or treatment unit, will I be covered?

I have had treatment cancelled – what should I do?

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 I can’t afford to pay my premiums. What should I do?

I’m concerned that I might become ill and 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’ve found out that I am being made redundant. Can I continue my private medical insurance policy as an individual?

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.

Call us

If you have an urgent query about your health insurance policy, call us on 0800 068 3827. Lines are open Monday to Friday, 9am to 5pm2.

Email us

If you need to make updates to your policy, or have a non-urgent query about your policy, use this form.

Make a claim

You can make a claim in MyAviva, or you can call us on 0800 068 5821. Lines are open Monday to Friday 9am to 8pm, Saturday 9am to 4pm, and Sunday 10am to 3pm2.

New policies

Go to our health insurance page to find out how to get a quote.

Our COVID-19 pledge

Life doesn’t always go to plan, but you can count on us in your time of need.


Manage your policy with MyAviva

You can find policy information and make changes through your secure online account.
  • View your policies
  • Update your details
  • Make a claim

Download the MyAviva app

The MyAviva app is just a tap away. Visit the iTunes App Store or Google Play Store to get started.

Mobile data charges may apply.

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.

Car and motor insurance

Home insurance

Travel insurance

Life, critical illness and income protection

Savings and investments

Pensions and retirement

2Calls may be recorded and/or monitored. Calls to 0800 numbers from UK landlines and mobiles are free.