Customer question and answer guide

Information on your health insurance cover and our COVID-19 Pledge

This document is correct as of April 2023

Throughout the pandemic, we remained focused on helping you get access to the medical support you needed.

However, there were times when it was more difficult to access private treatment. This was the case particularly during the first phase of the pandemic where private facilities supported the NHS in the national effort to combat COVID-19.

During the pandemic, some treatment was delayed or cancelled. We expected the period of lower claims to be broadly offset by the period of higher claims.

We now know PMI claims to Aviva were lower than planned over this entire period. This means we will be returning the remaining difference between expected claims costs and actual claims costs to UK PMI policyholders as we pledged.

Our COVID-19 Pledge

Please read our updated COVID-19 Pledge (PDF 90 KB).

Will you be paying anything to reflect how long you've held this money?

How do I know you haven't profited from the COVID-19 situation?

When do you expect to make the final pledge payment?

I pay by cheque every year but would like the pledge payment sent by a different method. Is that possible?

I paid my premium by credit card. Will you refund my card?

I've changed my bank details. How will I get my payment?

Who will you pay the pledge payment to if the policyholder has died?

How have you calculated my COVID-19 Pledge payments?

Are you guaranteeing a minimum payment?

Can I choose for you to make the payment to a nominated charity?

Will this have an impact on future renewal increases?

What if I no longer have a policy with Aviva?

My premium reduced at renewal. Am I still eligible for the COVID-19 Pledge payment?

I recently switched to Aviva. Am I eligible for the COVID-19 Pledge payment?

I moved from a company scheme to a Healthier Solutions policy within the eligibility period. Will I get a COVID-19 Pledge payment?

Why has it taken so long for you to make the pledge payment?

Does this set a future precedent should a different type of event mean I am unable to access the private services and facilities offered through Aviva policies?

Different areas of the country saw different disruption levels during the pandemic. Will you take this into consideration?

Are you paying this for all policies, like car and home insurance?

How to get further help

If you still have questions after reading these frequently asked questions, please contact us using our online enquiry form or our online assistant on our website or MyAviva.

If you have any questions, you can contact us by email us or call us on 0800 051 1530. Lines are open 8.30am to 6.00pm, Monday to Friday. For our joint protection, telephone calls may be recorded and/or monitored and will be saved for a minimum of 5 years. Calls to 0800 numbers from UK landlines and mobiles are free. Our opening hours may be different depending on which team you need to speak to. You can also speak to your financial adviser.

Aviva Health UK Limited. Registered in England Number 2464270. Registered Office 8 Surrey Street Norwich NR1 3NG.

Authorised and regulated by the Financial Conduct Authority. Firm Reference Number 308139. A wholly owned subsidiary of Aviva Insurance Limited. This insurance is underwritten by Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth, PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm reference number 202153.

Aviva Health UK Limited acts as agent of Aviva Insurance Limited for the purposes of: (i) receiving premium from our clients; and (ii) receiving and holding claims money and premium refunds prior to transmission to our client making the claim or entitled to the premium refund.