SME business question and answer guide

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

This document is correct as of April 2023

Throughout the pandemic, we remained focused on helping your clients get access to the medical support they 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 and some was 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.

If you have any questions after reading these FAQs, please speak with your usual Aviva contact.

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?

Are you guaranteeing a minimum payment?

How will it affect P11D?

How do my clients and I know you have not profited from the COVID-19 situation?

When do you expect to make the pledge payment?

Will you tell me how much you will pay each of my clients?

My client pays by cheque every year but wants the pledge payment sent to them by a different method. Is that possible?

What if one of my clients has changed bank details?

What happens if a company has become insolvent or ceased trading and their bank account is closed?

Can my client choose for Aviva to make the payment to a nominated charity?

How have you calculated my clients' COVID-19 Pledge payments?

Will this have an impact on future renewal increases?

What if my client has left Aviva?

My client's premium reduced at renewal. Are they still eligible for the COVID-19 Pledge payment?

My client recently switched their policy to Aviva. Are they eligible for the COVID-19 Pledge payment?

Will you tell all my clients about their COVID-19 Pledge payment at the same time?

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 my clients are 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 the pledge payment at a group level or on individual level for an SME policy? If at group level, will you give us guidance on how you will split the payment?

Will you make the payment by scheme, member or lives?

Will this have an impact on future renewal increases?

Will this effect my commission?

Will my client still get a pledge payment if they made a claim or they are about to make a claim?

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 speak with your usual Aviva contact.

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.