EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
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     Making the most of your private health scheme
     Effective from 1 January 2019

AV122410_GEN5026_0918.indd 1                                                        05/11/18 7:58 AM
EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Contents
                        About your cover                                                4

                        BacktoBetter                                                    6

                        Mental health pathway                                           7

                        Making a claim                                                  8

                        Health EY                                                      10

                        MyAviva                                                        12

                        Cover guide                                                    13

                        - What’s covered                                               14

                        - Benefit for cancer treatment                                 16

                        - Benefit for treatment overseas                               17

                        Wellbeing                                                      18

                        Aviva Digital GP                                               19

                        - What’s not covered                                           20

                        Your questions answered                                        21

                        Use of personal information                                    22

                        Common terms                                                   24

             About Aviva
             Aviva is the largest insurer in the UK and provides 33 million customers with
             insurance, savings and investment products worldwide as well as expertise in
             administering private medical insurance and trust schemes.

             Your private health scheme with Aviva provides you with the peace of mind
             that you’ll receive prompt access to diagnostic tests and eligible medical
             treatment, should you need it. Along with your comprehensive healthcare
             cover, we also provide you with additional benefits to help you look after your
             health and wellbeing.

         2

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Welcome to your Aviva scheme
                                      This member booklet contains information about your
                                      scheme. Within these pages you’ll find details about your
                                     cover, including your cover guide and contact information,
                                     should you need to make a claim.
                                                                                                                           Proudly
                                    Please keep this information somewhere safe – you may need it in the future,           working
                                    especially if you make a claim. A copy of the policy wording containing full
                                                                                                                          alongside
                                   details of the definitions, benefit terms, conditions and exclusions that apply
                                   to your cover is available at aviva.co.uk/healthzone/ey.
                                                                                                                          Health EY

                                    If you’ve any questions about your
                                    scheme or want to make a claim, call
                                    the customer service helpline:

                                    0800 404 9454
                                   8:00am - 8:00pm Monday to Friday
                                   8:00am - 1:00pm Saturday

                                  Calls to and from Aviva may be monitored
                                  and/or recorded.

                                  Did you know? You can ask a range of questions
                                  as well as start a claim, update an existing claim or
                                 arrange a callback with the customer service helpline
                                 using MyAviva. See the 'MyAviva' section of this
                                 booklet for further information

                           Aviva are proud winners of:

                           Health Insurance Awards                                        Money Marketing Awards
                           • Health Insurance Company of the Year 2010, 2011,             •• Company of the Year 2017
                             2012, 2013, 2014, 2015, 2016 and 2017                        Cover Excellence Awards
                        • Best Group Private Medical Insurance Provider 2010,             •• Best Group PMI Provider 2014 and 2015
                          2011, 2012, 2013, 2014, 2015, 2016 and 2017
                       •    Best Customer Service 2012, 2013, 2016 and 2017
                      • Most Innovative New Product - GuideWell 2014

                     Defaqto 5 Star Rating
                     5 Star rating for quality of cover by independent financial researcher Defaqto.

                    Defaqto have given our Optimum product their highest rating, 5 Star, meaning that it is one of
                    the most comprehensive products in its class within the private health insurance market.

                                                                                                                                        3

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
About your cover

             About your cover
             Your scheme is designed to cover acute symptoms and
             conditions. An acute condition is a disease, illness or injury
             that’s likely to respond quickly to treatment which
             aims to return you to the state of health you were in
             immediately before suffering the disease, illness or injury, or
             which leads to your full recovery.
             Where to find your hospital list                        Networks
             We offer a range of hospitals that are conveniently     To help manage costs and drive consistent quality
             located and provide access to top-class facilities.     of care, we’re developing a number of networks
             Our hospital lists are updated frequently as we         of facilities, specialists and other practitioners for
             work to ensure we get the best possible service for     specific conditions. If we have a network for your
             our customers. EY members are covered under             condition or suspected condition, we'll tell you.
             Aviva’s Extended hospital list. We recommend            You can choose whether to have your treatment
             you check your hospital list before you see your GP,    through the network or, you can continue to use
             so you know which hospitals you can be referred to.     a recognised specialist and one of the hospitals on
             Details of the hospitals available to you under the     the Extended hospital list.
             terms of your healthcare scheme are provided online
                                                                     A list of the conditions or suspected conditions for
             at aviva.co.uk/hospital-lists. Alternatively you can
                                                                     which we have networks in place can be found at
             call the customer service helpline to find out which
                                                                     aviva.co.uk/health-network
             hospitals are covered.
                                                                     Your policy excess
             Your scheme includes the BacktoBetter
             service and mental health pathway                       An excess of £75 applies per member per policy
                                                                     year. Benefits will only be paid once the excess
             This means that if you need to claim for pain
                                                                     amount has been exceeded and this should
             in the back, neck, muscles or joints (commonly
                                                                     be settled directly with the relevant provider,
             referred to as musculoskeletal conditions) or need
                                                                     for example a hospital or specialist.
             some support with your mental health, you don’t
             need to see your GP. Call the customer service          The excess does not apply to treatment
             helpline and, providing it’s an eligible claim, we’ll   received through the mental health pathway
             facilitate contact with the independent clinical        or to physiotherapy for pain in the back, neck,
             case management providers who will assess your          muscles or joints (musculoskeletal conditions)
             symptoms and arrange the most appropriate               managed by the BacktoBetter service.
             treatment. Please see the 'BacktoBetter' and
             'Mental health pathway' sections of this booklet
             for more information about these services.

             The claims process is explained in more detail in
             the ‘Making a claim’ section of this booklet.

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
About your cover

                               Points to remember
                               Claims for children                                         Benefits outside the UK
                               Children aged 12 and older can use the BacktoBetter         The EY healthcare scheme provides benefit for
                               service and the mental health pathway without               treatment in the United Kingdom with only limited
                               seeing their GP. Please see the 'BacktoBetter' and          benefit for emergency treatment overseas (more detail
                               'Mental health pathway' sections of this booklet for        is available in the ‘Benefit for treatment overseas’
                               further information.                                        section).

                               Change of personal details                                  If you need to travel outside of the United Kingdom,
                               Please advise EY immediately should any of your             you should consider taking out a travel insurance policy.
                               personal details change e.g. address, name, etc.
                               If you have family cover and wish to add new
                               dependants, for example, a newborn baby, please               Member offers
                               notify EYHelp HR on 0141 226 9555 (option 2) as               Did you know that because your company
                               soon as possible.                                             provides medical benefit through Aviva, you
                                                                                             could save on your first year’s home, car and
                               Income tax liability                                          annual travel insurance when you buy direct
                               Under current UK tax rules, the contribution that’s           from Aviva?
                               paid to us for your inclusion on the scheme arises
                                                                                             To find out more about car, home and travel
                               from your employment and is therefore a taxable
                                                                                             insurance visit aviva.co.uk/healthy-discount
                               benefit. Please contact your HR team if you require
                               further information.

                               If you leave your company
                               If you leave EY, your membership of the scheme
                               will cease immediately, even if treatment was
                               pre-authorised by Aviva. However, having been a
                               member of a company scheme, you’re entitled to
                               benefit from continued private healthcare on an
                               individual plan without further personal medical
                               exclusions being applied. Benefits, exclusions, terms
                               and conditions on an individual plan may be different
                               to those on this scheme.

                               If you’d like to discuss this further, please contact our
                               sales advice line on: 0800 142 142 (calls to and from
                               Aviva may be monitored and/or recorded).

                               To qualify for continued cover you need to apply
                               within 45 days from the date your cover ceases.
                               If more than 45 days elapse, you’ll be required to
                               complete a member health declaration which may
                               affect your underwriting.

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
BacktoBetter

                         BacktoBetter
                         We know that back, neck, muscle and joint pain (otherwise known as musculoskeletal pain) can stop
                         you in your tracks and prevent you from enjoying life to the full. BacktoBetter is Aviva’s independent
                         clinical case management service for musculoskeletal conditions. It gives you access to a clinical case
                         manager who will help guide you down the right treatment pathway. There’s no need to see a GP,
                         just call the customer service helpline to access BacktoBetter. Members aged 11 and under will need to
                         get a GP referral before contacting the customer service helpline.

                         Telephone clinical assessment
                         This is an in depth assessment of your symptoms and medical history by a clinical case manager from
                         one of the carefully selected independent clinical providers, to determine the most appropriate treatment
                         pathway for you. The assessment will include questions about the nature and duration of your symptoms,
                         the impact they are having on your daily activities, and the presence of any serious symptoms which require
                         urgent treatment.

                          Providing advice and support
                          If you need face-to-face physiotherapy or to be seen by a specialist, you’ll be referred to an
                          appropriate facility or clinic close to your work or your home. Even if you don’t need a course of
                          treatment after your assessment, a clinical case manager will ensure that you have all the tools to
                          manage your recovery yourself, including a detailed exercise and advice programme. You’ll receive
                          follow up calls from a clinical case manager to ensure that your recovery remains on track and that
                          you have the support you need.

                         The benefits of BacktoBetter
                         • BacktoBetter offers quick access to a telephone clinical
                            assessment with one of our carefully selected clinical
                            providers, who can help you deal with the pain of a
                            musculoskeletal injury                                              Remember:
                         • Getting you the right treatment at the right time, which            There’s no
                            can lead to a faster recovery                                       need to see
                         • There’s no need to see a GP, and that means less time to
                            wait before accessing treatment and/or advice
                                                                                                 a GP first
                         • It’s an end-to-end service that delivers best clinical practice
                            no matter how complicated the problem
                         • Your excess won’t apply to physiotherapy provided through the BacktoBetter service.
                            The excess will apply at the point you need to see a specialist.

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Mental health pathway

                                      Mental health pathway
                                     As we're all unique, with individual needs, we believe that mental health treatment should be tailored
                                    to your personal requirements. That's why we’ve introduced a clinical, results-driven approach to mental
                                    health treatment.

                                    Our innovative mental health pathway enables us to tailor the support you receive - ensuring that your
                                   treatment is guided by clinical need. Members aged 11 and under will need to get a GP referral before
                                   contacting the customer service helpline.

                                 Telephone clinical assessment
                                If you want some support with your mental health, call the customer service helpline in the first instance – you
                                don’t need to see your GP. If your claim is eligible, our claims team will facilitate contact with our independent
                               case management provider for a clinical assessment.

                               The pathway provides a detailed clinical assessment with a mental health practitioner, before making
                               recommendations on the most appropriate treatment for you.

                          Your bespoke treatment plan
                         Following your clinical assessment, the dedicated case manager will arrange the most appropriate treatment. This
                         could be online Cognitive Behavioural Therapy, remote (telephone or video link) or face-to-face talking therapies,
                        or psychiatrist assessment. Where clinically appropriate, they can offer a relapse prevention programme, giving you
                        access to up to 12 months’ online self-help support.

                         The benefits of the mental health pathway
                         • Offers quick access to a telephone clinical assessment with our carefully selected
                           clinical provider

                        • Getting you the right treatment at the right time, which can lead to a faster               Remember:
                          recovery                                                                                     There’s no
                      • There’s no need to see a GP, and that means less time to wait before accessing                need to see
                        treatment and/or advice
                                                                                                                        a GP first
                     • It’s an end-to-end service based on clinical need; guided by clinical expertise
                       and insight

                    • Your excess won’t apply to any treatment provided through the mental health
                      pathway.

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Making a claim

         Making a claim
         BacktoBetter for musculoskeletal claims                                   Mental health pathway
         The following outlines how a claim for a musculoskeletal                  The following outlines how a claim for a mental health
         condition works in three simple steps:                                    condition works in three simple steps:

         1         Step 1 – If you’re unwell with any                              1          Step 1 – If you need some support for
                   back, neck, muscle or joint pain                                           your mental health
             The BacktoBetter service is your first port of call with no need          If you’re worried about your mental wellbeing, our clinical case
             to contact your GP. Just call the customer service helpline.              management approach can help. There’s no need to contact your
                                                                                       GP, just call the customer service helpline.
             If you’ve already seen your GP, you can move to step 2 of the
             standard claim process overleaf, if:                                      If you've seen your GP, you must still follow the mental health
                                                                                       pathway to access assessment and treatment covered by your policy.
             • your
                  GP has recommended osteopathy or chiropractic
               treatment, or
             • your
                  condition does not relate to your back or neck (spine),
               and
             • your GP has recommended radiology, pathology, or
               referral to a specialist.
             Otherwise you must continue to follow the BacktoBetter
             pathway.

         2         Step 2 – Calling the customer service                           2          Step 2 – Calling the customer service
                   helpline – 0800 404 9454                                                   helpline – 0800 404 9454
             Calls to and from Aviva may be monitored and/or recorded.                 Calls to and from Aviva may be monitored and/or recorded.
             Please have the following information to hand when you call:              Please have the following information to hand when you call:
             • your policy number 951CGZ to help us to confirm your identity          • y our policy number 951CGZ to help us to confirm your identity
             • details of your symptoms and when they started.                        • details of your symptoms and when they started.
             One of our advisers will assess your claim and if eligible, arrange       One of our advisers will transfer you to the independent clinical
             for a clinical case manager from one of the independent clinical          provider, where a therapist will conduct a thorough assessment with
             providers to contact you at a convenient time to assess your              you. Or, if you prefer, we can arrange a suitable time to call you
             symptoms.                                                                 back.
             In some instances we may require more information before
             confirming cover but we’ll talk this through with you when
             you call.

         3         Step 3 – Telephone clinical                                     3          Step 3 – Telephone clinical
                   assessment                                                                 assessment
             Using evidence-based medical guidelines, a clinical case manager          From a range of treatment options, the therapist will agree what’s
             will conduct a thorough assessment of your problem and                    the most appropriate help for you, these options include:
             recommend the most effective course of treatment. If clinically
                                                                                       • s elf-directed online services
             appropriate, this will include being referred to an approved
             physiotherapist from one of the clinical providers’ networks for          • t elephone or video based therapy
             treatment within two working days and/or onward referral to a             • face-to-face treatment, or
             specialist.
                                                                                       • further assessment by a psychiatrist, if clinically necessary.
             The clinical case manager will provide advice to help you
             manage symptoms and pain, how best to remain active with a                All treatment is led by experienced mental health therapists working
             tailored home exercise programme and will continue to monitor             in conjunction with the independent clinical provider. At the end
             your progress throughout your claim.                                      of treatment you’ll be provided with a plan to help manage your
                                                                                       symptoms in the longer term.

         8

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Making a claim

             For all other claims
             For any other symptoms, you’ll need to follow
             the standard claims process:

             1        Step 1 – Consult your GP                                                   Payment of bills
                                                                                                 All eligible bills will be settled by us directly with the treatment
               If you feel unwell, go and see your GP in the usual way.                          provider. If you do receive a bill for your treatment, please send
               If your GP recommends you need to see a specialist for further                    us a copy together with your policy number, so that we can
               assessment or treatment, they’ll give you a referral. This may either be:         arrange payment.

               • a named referral - where the GP recommends a particular                        Please send this to:
.                 specialist and/or hospital                                                     Bill Payment Team
               • a n open referral - where the GP just states which type of                     Aviva Health UK Limited
                  specialist you need to see or the type of treatment you need,                  Chilworth House
                  without stating a specialist’s name or hospital.                               Hampshire Corporate Park
               All claims have to be authorised in advance by Aviva.                             Templars Way
                                                                                                 Eastleigh
                                                                                                 Hampshire
                                                                                                 SO53 3RY

             2        Step 2 – Calling the customer service                                      We’ll contact you to advise if you need to pay any part of the
                                                                                                 bills for example, your £75 excess.
                      helpline – 0800 404 9454
               Calls to and from Aviva may be monitored and/or recorded.
               Please have the following information to hand when you call:
                                                                                                 If you don’t contact the customer service helpline and you
               • your policy number 951CGZ to confirm your identity
                                                                                                 continue with any recommended diagnostics or treatment,
               • medical specialism and sub-specialism of the specialist you need to see        you may have to pay the costs for these services yourself if
               • details of your condition, including symptoms, dates and                       they’re not covered by your healthcare policy.
                  diagnosis if known.
                                                                                                 To make the process as quick and easy as possible, most claims
               If we have a network for your condition or suspected condition, you               will be telephone assessed by our experienced claims advisers.
               can choose to use the network or:
                                                                                                 This means we can take all the necessary medical information
               • if you’ve been given a named referral, we’ll check to make sure the
                                                                                                 from you over the telephone to assess your claim and no
                 specialist is recognised by us.
                                                                                                 claim form will be required (some situations will require more
h              • if it’s an open referral, we’ll use our specialist finder database to select   information from your specialist or GP).
                 an appropriate specialist and/or hospital.
               Where possible we'll let you know whether your claim is authorised,
               there and then over the phone. The more information you're able to
               give us at this point, the easier it'll be for us to make the decision.           Private Healthcare Information
                                                                                                 Network
                                                                                                 You can find independent information about the quality and
                                                                                                 cost of private treatment available from doctors and hospitals
              3       Step 3 – Diagnosis, treatment or                                           from the Private Healthcare Information Network: phin.org.uk
                      surgery
               If your specialist recommends hospital treatment please ask for a
               description of the treatment and a procedure code, if there is one.
                                                                                                 Please call us so that we can confirm:
               Once you’ve called us again with these details, we can confirm
                                                                                                 • the details of your membership
               whether or not your treatment is covered.
                                                                                                 • the treatment you require is eligible under the terms of
                                                                                                    your policy
                                                                                                 • if we have a network in place for your condition or
                                                                                                    suspected condition
                                                                                                 • if there are any limits that apply to your benefit which you
                                                                                                    should be aware of
                                                                                                 • for symptoms requiring GP referral, that your recommended
                                                                                                    specialist and hospital are recognised by us.

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EY member guide Making the most of your private health scheme Effective from 1 January 2019 - Aviva
Health EY

         Health EY
         Health EY is EY’s firm-wide approach to physical health, mental health and well-being. It is about EY supporting you to take
         responsibility for your own physical and mental health. Health EY provides tools, knowledge, understanding and support on all areas of
         physical and mental health

         What does Health EY include?

         Being Health EY                                                        Thinking Differently
         Health EY is EY’s firm-wide approach to health, mental health and      EY’s forward thinking approach to mental health and well-being.
         wellbeing. It supports EY employees to take responsibility for their   It is designed to embrace all aspects of it; preventing problems
         own health by providing tools, knowledge, understanding and            from arising, increasing awareness, understanding and acceptance
         support on all areas of health and mental health.                      and more effectively supporting people with problems by
                                                                                providing easier access to treatment.

         Thrive                                                                 Nurture
         Because prevention is better than cure Health EY includes a            The nature of being human is to have periods where physical
         monthly health education programme. The programme includes             and mental health is not at optimum levels. A big part of Health
         monthly webinars run by health experts which are recorded and          EY is ensuring EY has the right health services and pathways in
         saved in our E-Thrive library where you can access information         place to support employees in times of need and making it easy
         on all areas of mental and physical health, nutrition and lifestyle    to find and access these. This is achieved by working closely with
         topics.                                                                healthcare providers such as Aviva.

         10

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Health EY

         How does Health EY fit into your Private Health Scheme?
         EY has collaborated with Aviva to develop clear, joined-up, clinical care pathways for employees who need support or help. These
         make it easier to access our health services and show how all are linked. Through your health scheme with Aviva you can get quick
         access to musculoskeletal treatment via BacktoBetter, details are available on page 6.
         Also as part of your policy you have access to Aviva's mental health care pathway which allows someone to be referred for a clinical
         assessment without the delay of getting a GP referral, further details can be found on page 7.
         For further information on the branches of Health EY please visit the Health EY SharePoint site or alternatively please call EYHelp HR.

                                                                                                                                                   11

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MyAviva

         Welcome to MyAviva
         MyAviva brings together the products and services that help our customers protect their health, loved ones,
         future and possessions in one secure and simple-to-use online place.

         There’s a whole host of benefits available at your fingertips:

              view details of your policies online, including cover and benefit information and your hospital list

              track any policy excess or out-patient limit spend - helping you stay in control

               onitor a wealth of details about your claim such as all invoices paid, the name of the treatment provider (for
              m
              example, the specialist) and the total value of any claim

              start a claim online or update an existing claim all online at a time that suits you

              arrange a callback to speak to the customer service helpline

              find frequently asked questions, helpful guidance and contact information when you need it most

              enjoy discounts on a range of Aviva products and services with multi product discounts available.

                                                                     Lets get started – log
                                                                     in to MyAviva today at
                                                                     aviva.co.uk/myaviva or download
                                                                     the app to your tablet or
                                                                     smartphone by searching for
                                                                     'MyAviva' in your app store.
                                                                     MyAviva is free to download.
                                                                     Data charges may apply.

         12

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Cover guide

             Cover guide
             Private health scheme from Aviva
             This cover guide has been designed to provide you with the key information about your scheme, and it’s
             important that you read this section. The cover guide doesn’t, however, contain the full terms, conditions,
             benefits and exclusions that apply to your scheme. These are contained in the policy wording, a copy of which
             is available at aviva.co.uk/healthzone/ey.

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Cover guide What’s covered

         What’s covered – summary
         Benefit limits shown below apply per member per scheme year and all treatment
         must be on referral by, and under the care of, a specialist unless otherwise stated.
         As a member of the EY scheme you have your medical history disregarded which
         means that any pre-existing conditions you have will be covered providing they fall
         within the terms and conditions of the scheme.
         See the ‘Making a claim’ section for full details of the claims process.

           In-patient or day-patient treatment of acute conditions at a facility recognised by us as part of a
           network, a hospital on your list or an NHS hospital recognised by us for your treatment or condition
           • Hospital accommodation charges
           • Prescribed medicines, drugs and dressings
           • Operating theatre fees
           • Nursing care including intensive/high dependency care
             Specialists’ fees including surgeons’, anaesthetists’ and physicians’ fees
           •	
           • Radiotherapy and chemotherapy
           • Diagnostic tests including blood tests, X-rays, scans and ECG’s.

           Out-patient treatment of acute conditions at a facility recognised by us as part of a network or at
           a hospital recognised by us
           • Consultations with a specialist
           • Treatment by a specialist as an out-patient
           • CT, MRI and PET scans at a diagnostic centre recognised by us
           • Radiotherapy and chemotherapy
           • Diagnostic tests for example X-rays, blood tests and ECG’s
           • Physiotherapy, osteopathy, acupuncture and chiropractic treatment is limited to 10 sessions in
              combined total if referred by your GP (for non-musculoskeletal conditions).
           Mental health benefits at a hospital or clinic within the clinical provider's network consisting of:
           • In-patient and day-patient psychiatric treatment up to 28 days
           • Out-patient treatment by a psychiatric specialist or psychiatric therapist
           There’s no need to see your GP to claim for a mental health condition. All you need to do is call us and we’ll
           refer you through the mental health pathway.
           BacktoBetter – In-patient, day-patient or out-patient treatment of acute musculoskeletal
           conditions, at a hospital or clinic within the clinical providers’ networks
             There’s no need to see your GP to claim for these conditions. All you need to do is call us and we’ll refer
           •	
              you through the BacktoBetter service to access the most appropriate treatment for your condition.

         14

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Cover guide What’s covered

                          What are musculoskeletal                                  For mental health symptoms,
                          conditions?                                               you'll need to use the mental health
                                                                                    pathway. You'll receive a detailed
                          Musculoskeletal conditions are any
                                                                                    clinical assessment by a mental
                          conditions relating to back, neck,
                                                                                    health practitioner who will be
                          muscle or joint pain, also commonly
                                                                                    able to guide you down the most
                          referred to as orthopaedic conditions.                    appropriate treatment pathway.

                      Additional benefits                                         Hospitals
                      •    ursing at home immediately following eligible
                          N                                                       You can access any hospital on Aviva's Extended
                          in-patient or day-patient treatment                     list. You can see which hospitals are in your area by
                        Private ambulance where medically necessary for
                      •	                                                         downloading the hospital list from: aviva.co.uk/
                          transportation to the nearest available hospital        hospital-list or by accessing MyAviva.
                          for the purpose of eligible treatment                   You can also benefit from our networks if we
                      •   P arent accommodation costs when staying with          have any for your condition or suspected condition.
                           a child of 11 or under receiving eligible treatment;   A list of the conditions or suspected conditions for
                           one parent only                                        which we have networks in place can be found at
                      •    inor surgery by a GP up to £100 per procedure;
                          M                                                       aviva.co.uk/health-network
                          payable to the GP. To see what procedures are
                          covered visit: aviva.co.uk/gp-minor-surgery             NHS amenity beds
                      •    ospice donation of £70 per day up to 10 days
                          H                                                       If you receive treatment as an NHS in-patient or
                          maximum                                                 day-patient whilst occupying an NHS amenity bed
                                                                                  (a bed paid for by you in a single room or side ward
                      •    ash benefit of £100 per night where eligible
                          C
                                                                                  in an NHS hospital where you receive NHS in-patient
                          treatment as an NHS in-patient takes place
                                                                                  or day-patient treatment), and that treatment would
                          without charge. Maximum of 35 nights. NHS cash
                                                                                  have been covered by the scheme if you had chosen
                          benefit is not available for the first three nights
                                                                                  to receive it as a private patient, we’ll reimburse you
                          following an accident or emergency admission,
                                                                                  for the cost of the amenity bed.
                          psychiatric treatment, cancer treatment (please
                          see the ‘Benefit for cancer treatment’ section) or      Excess
                          if you claim for the cost of an NHS amenity bed
                                                                                  A £75 excess applies per member per scheme year.
                          for the same treatment
                                                                                  Benefits will only be paid once the excess amount
                      •    aby bonus of £100 per baby born or adopted
                          B                                                       has been exceeded and this should be settled
                          within a year of birth; payable once per baby           directly with the relevant provider, for example a
                      •   T reatment for complications of pregnancy              hospital or specialist.
                           and childbirth as detailed in the policy               The excess does not apply to treatment received
                           wording. See the ‘Common terms’ section for            through the mental health pathway or to
                           further information                                    physiotherapy for pain in the back, neck, muscles or
                      •   Investigations into the causes of infertility          joints (musculoskeletal conditions) managed by the
                      •   S urgical procedures on the teeth performed in a       BacktoBetter service.
                           hospital.
                                                                                  24 hour stress counselling helpline
                      This is a summary of the scheme benefits.
                                                                                  If you’re a little stressed and just want someone
                      Full details of standard cover and exclusions are
                                                                                  to talk to, whatever the reason, just call the stress
                      given in the policy wording, a copy of which is
                                                                                  counselling helpline on 0800 158 3349.
                      available at aviva.co.uk/healthzone/ey.
                                                                                  It doesn’t matter what’s on your mind – work
                                                                                  issues, relationships, social strains, bereavement,
                                                                                  money worries, anything at all. Experienced
                                                                                  counsellors are there for you 24 hours a day, 7 days
                                                                                  a week. The stress counselling helpline is available
                                                                                  for members aged 16 and over.

                                                                                                                                                  15

AV122410_GEN5026_0918.indd 15                                                                                                                     05/11/18 8:00 AM
Cover guide Benefit for cancer treatment

              Benefit for cancer treatment
                                                              We understand the importance of providing extensive cover and
                               Extensive c                    support at every stage of your cancer treatment. Our cancer pledge
                                                              means we’ll cover the cancer treatment and palliative care you need,
                                            ov

                     Our
                                              er

                           canc                               as recommended by your specialist.
                                   er p
                                            ledg              We also want to make things as comfortable as possible for you
                                                e             following your cancer treatment, so we’ll provide extensive cover
                       an

                           d                                  for your aftercare, including consultations with a dietician, as well as
                               su p p ort
                                                              money towards prostheses and a wig.

              What’s covered
              • Hospital charges for surgery and medical admissions at a           • Bone strengthening drugs (such as bisphosphonates) that
                 network facility or hospital recognised by Aviva                     are being used to treat metastatic bone disease
              • Specialists’ fees                                                  • Treatment prescribed by your specialist for side effects

              • NHS cancer cash benefit. This is payable where eligible
                                                                                      while you are receiving chemotherapy or radiotherapy
                 treatment as an NHS patient takes place for cancer without        • Stem cell and bone marrow transplants. This includes
                 charge                                                               collection, storage and implantation
                 We’ll pay £100 for each day you receive treatment:                • Monitoring for up to ten years after your treatment for cancer

                 -    as an in-patient                                                has finished. We don’t pay for monitoring after treatment for
                                                                                      non-melanoma skin cancer
                 -    as a day-patient.
                                                                                   • Up to £100 towards a wig if you suffer hair loss caused by
                 We’ll pay £100 for each day you:
                                                                                      cancer treatment. We’ll pay £100 in total whilst you are a
                 -	receive out-patient radiotherapy or chemotherapy
                                                                                      member of the scheme, not per scheme year
                 -	undergo out-patient surgical procedures.
                                                                                   • Up to £5,000 towards the cost of the first external
                 We’ll also pay £100 for:                                             prosthesis following an amputation for cancer
                 -	each day you receive intravenous (IV) chemotherapy at
                                                                                   • Ongoing needs, such as regular replacement of tubes or
                    home
                                                                                      drains, for up to five years after your treatment for cancer
                 -	each week whilst you are taking oral chemotherapy                 has finished
                    drugs at home.
                                                                                   • Preventative surgery, only if you’ve already had treatment
              		You won’t be able to claim more than £100 in any one day,            for cancer that we’ve paid for. For example, we’ll pay for a
                 but there’s no limit on the amount of days you can claim.            mastectomy to a healthy breast in the event that you have
              		NHS cancer cash benefit isn’t available for psychiatric              been diagnosed with cancer in the other breast. (We won’t
                 treatment or if you claim for the cost of an NHS amenity             pay for surgery where you have no symptoms of cancer, for
                 bed for the same treatment.                                          example where you have a strong family history of cancer)

              	We may need to contact your GP or specialist for details of        • End of life care:
                your treatment before we can pay your claim.                          -	we’ll pay for end of life care in a hospital if this is
                 We may also ask for the discharge summary from the hospital             medically necessary

              • Post surgery services - includes specialist services                  -	hospice donation of £100 per night, up to £10,000 if
                 immediately following surgery such as consultations with a              you’re admitted to a hospice
                 dietician or stoma nurse, and insertion and replacement of           -	donation of £50 per day to a registered charity if you’re
                 a tube for artificial feeding                                           visited at home by one of their nurses, up to £10,000.
              • Radiotherapy and chemotherapy, including targeted drug
                 therapies for cancer. Hormone therapy is only covered if you
                 need it to shrink a tumour before surgery or radiotherapy

         16

AV122410_GEN5026_0918.indd 16                                                                                                                         05/11/18 8:00 AM
Cover guide Benefit for treatment overseas

                  Guide to limited emergency
                  overseas cover
                  Your healthcare scheme includes an overseas benefit        Assistance company services
                  which is available for the first 90 days spent overseas
                                                                             We have an emergency assistance provider who
                  on a temporary basis in any one scheme year. The
                                                                             deals with all aspects of overseas claims.
                  90 days are accrued on a cumulative basis. If you
                  are outside the UK for more than 90 days during            Before you travel you should give your scheme
                  any scheme year there is no cover under the limited        number and the emergency assistance provider’s
                  emergency overseas benefit.                                telephone number to a family member or a travelling
                                                                             companion who can contact them on your behalf
                                                                             should you become involved in an emergency and
                    Cover is restricted to the treatment                     be unable to contact them directly.
                    of emergency conditions serious
                                                                             The telephone number is: +44 (0)2381 247290
                    enough to require immediate
                    admission to hospital as an                              Calls may be monitored and/or recorded.
                    in-patient or day-patient. The
                    medical emergency must arise                               In an emergency – members should
                    incidental to the intended purpose                         go immediately to the nearest
                    of the visit.                                              physician or hospital without
                                                                               delay, then contact the emergency
                                                                               assistance provider.
                  In the event that the country of incident doesn’t
                  have adequate facilities to treat the condition, Aviva
                                                                             The overseas emergency assistance provider is
                  will evacuate the patient only, to the nearest available
                                                                             available 24 hours a day. When you call, please
                  facility, which may not be the UK. After release from
                                                                             give them your name, scheme number and brief
                  hospital following evacuation, Aviva will meet the
                                                                             description of the problem.
                  cost of the journey either to the country evacuated
                  from, or the UK, if this is of comparable cost.            Please note this is not travel insurance and cover
                                                                             is restricted to the treatment of emergency conditions
                  Cover doesn’t extend to costs incurred on behalf of
                                                                             that are serious enough to need an immediate
                  any person who accompanies the patient.
                                                                             admission to hospital as an in-patient or day-patient.
                  This is a summary of the overseas benefit available        The medical emergency must arise incidental to the
                  under your corporate healthcare scheme. Full details       intended purpose of the visit. If you feel this level of
                  are given in the scheme wording.                           cover is not appropriate for you or that you may need
                                                                             more cover, you should consider taking out a travel
                                                                             insurance policy.

                    You may also want to consider the European Health Insurance Card (EHIC)
                    scheme which allows you to benefit from the reciprocal health arrangements
                    when travelling to countries covered by the EHIC scheme. Application forms
                    can be obtained from the post office or online and should be completed and
                    validated before you travel. You should take steps to use these arrangements
                    where possible.

                                                                                                                                                   17

AV122410_GEN5026_0918.indd 17                                                                                                                     05/11/18 8:00 AM
Aviva Wellbeing

                       Aviva Wellbeing
                       With Aviva Wellbeing, a healthier you is just around the corner. Our web and mobile app can help you reach your
                       wellbeing goals through small, easy steps. So whether you want to sleep more, lose weight, worry less, get fitter
                       or simply eat better Aviva Wellbeing can help.

                       What are the benefits?                                    How do I get started?
                         Choose a challenge
                       •	                                                       When Aviva Wellbeing is activated for your company
                         There are challenges to help you stick to your          scheme, you'll receive an invitation email, inviting
                         goals and they're designed for all fitness levels.      you to set up your account.
                         So whether you're a marathon runner or a
                                                                                 All you need to do is activate your account with
                         Sunday stroller there is always a challenge for you.
                                                                                 MyAviva. If you don't have an account, don't worry
                         Get hints and tips personalised for you
                       •	                                                       we will send you details of how to set one up. Once
                         Aviva Wellbeing is packed with information from         you're in MyAviva, look for the Aviva Wellbeing icon
                         experts in nutrition, fitness, sleep and stress         to start your wellbeing journey. You'll need to use
                         management.                                             your work email, which you can change later if you
                                                                                 want to.
                         Set plans
                       •	
                         To create positive habits for specific areas you        Once you've done that, download the MyAviva app
                         want to improve.                                        to your phone and connect your wearable devices
                                                                                 and any other wellbeing apps you have to start
                         Earn rewards
                       •	
                                                                                 tracking your progress through Aviva Wellbeing.
                         You’ll also earn reward points, giving you
                         access to all kinds of exciting offers, discounts
                         and freebies, including discounts on wearable
                         trackers and lots more.

                         Track your goals
                       •	
                         It's compatible with most popular wearable
                         devices and wellbeing apps. So you can track
                         things like sleep, calories, distance and steps all
                         in one place, giving you tailored insights into
                         the small steps you can make to improve your
                         wellbeing.

         18

AV122410_GEN5026_0918.indd 18                                                                                                              05/11/18 8:00 AM
Aviva Digital GP

             Aviva Digital GP
             Get free around the clock access to GP consultations, including video, chat features, pharmacy services and repeat
             NHS prescriptions with free delivery, all at the touch of a button.

             Powered by Now Healthcare Group, the largest digital and telehealth service provider in Europe, the Digital GP
             app effectively gives customers a GP in their pocket.

             You can look forward to the following benefits:

                 Unlimited access to GP consultations – prompt access
                 to a GP 24/7, 365 days a year with no limit to the number
                 of GP video consultations you can have

                 Choose your GP – you can choose your GP by gender
                 and language and rebook with a GP you've seen previously

                  epeat NHS prescriptions/medication with free
                 R
                 delivery – request prescriptions at the same price
                 you'd pay on NHS and get free delivery (90% of NHS
                 prescriptions are dispensed free of charge in the UK –
                 including those with pre-payment certificates)

                  edication reminder service – use reminders for your
                 M
                 NHS medication and automatically notify a family member
                 when you have taken your medicine(s)

                 Chat to a GP or pharmacy – ask an NHS registered GP or
                 a member of the pharmacy team a question

                 Paediatric GP consultations – add your children under
                 16 to your account for GP video consultations.

             Aviva Digital GP is powered by Now Healthcare Group. Sign up is subject to the terms & conditions of the Aviva
             Digital GP service which can be found at drnow.co.uk/avivatandc.htm

             Downloading Aviva Digital GP is simple and it’s free*
             Keep your eye out for your invitation email and activate your account through MyAviva. The email will make it
             clear how to register. Once you're in MyAviva you’ll be prompted to download the Aviva Digital GP app from the
             Apple App Store or Google Play and login using your MyAviva credentials.

             Please note, we’ll ask you to upload your photo and provide some personal details for security and screening
             purposes before you can start using the app.

             * Data charges may apply

                                                                                                                                           19

AV122410_GEN5026_0918.indd 19                                                                                                             05/11/18 8:01 AM
Cover guide What’s not covered

         What’s not covered – summary
         There are some things which aren’t covered by your scheme so it’s important
         you speak to the customer service helpline before receiving any treatment.
         Some examples of what isn’t covered by the scheme include:

         • Long term or chronic conditions. This         • Treatment for pregnancy or childbirth
           exclusion does not apply to treatment           other than the complications specified       Chronic conditions explained
           for cancer                                      in the policy wording. See the ‘Common       A chronic condition is a disease, illness
                                                           terms’ section for further information       or injury which has one or more of the
         • Treatment undertaken by a specialist
                                                                                                        following characteristics:
           without GP referral (except through           • Overseas treatment other than as
           BacktoBetter or the mental health               provided for in the limited emergency        •	it needs ongoing or long-term
                                                                                                          monitoring through consultations,
           pathway)                                        overseas benefit
                                                                                                          examinations, check-ups and/or tests
         • Any musculoskeletal or mental health          • Surgical or medical appliances such as
                                                                                                        •	it needs ongoing or long-term control
           treatment that has not been                     neurostimulators (e.g cochlear implants)
                                                                                                          or relief of symptoms
           pre-authorised by us                            and crutches
                                                                                                        •	it requires your rehabilitation or for you
         • Seeing a GP privately                         • Alcoholism, alcohol abuse, solvent             to be specially trained to cope with it
         • Prescription charges                            abuse, drug abuse and other addictive
                                                                                                        • it continues indefinitely
                                                           conditions
         • Charges by a GP, medical practitioner                                                        • it has no known cure
           or specialist for completion of a claim       • Treatment for psycho-geriatric conditions
                                                                                                        •	it comes back or is likely to come back.
           form unless the claim is confirmed by us      • Treatment required as a result of war,
         • Take home drugs and dressings                   terrorism, contamination by radioactivity,
                                                           biological or chemical agents                Psychiatric cover explained
         • HIV/AIDS and related conditions
                                                         • Varicose veins of the leg, unless            For psychiatric treatment, we cover
         • Treatment received in a health hydro or
                                                           they meet the criteria detailed in the       treatment that aims to lead to your full
           similar establishment
                                                           policy wording. See the ‘Common              recovery. We don’t cover:
         • Cosmetic treatment (except following
                                                           terms’ section for further information       • treatment that is given solely to
           an accident or surgery for cancer)
                                                         • Sleep disorders and sleep problems,            alleviate symptoms, or
         • Routine medical examinations including
                                                           such as snoring and sleep apnoea             • chronic psychiatric conditions.
           eye tests and health screens etc. (If we’ve
                                                         • Treatment for warts, verrucas and            We consider a psychiatric condition to
           paid for you to have treatment for cancer,
                                                           skin tags                                    be chronic if:
           this exclusion won’t apply with regard
                                                         • Treatment by a practitioner, specialist      • it meets the definition of a chronic
           to cancer)
                                                           or other healthcare professional who is        condition, or
         • Sports injuries where you are paid or
                                                           not recognised by us                         •w
                                                                                                          e’ve paid for treatment for that
           individually sponsored                                                                        condition or a related psychiatric
                                                         • Treatment at a hospital, facility or any
         • Convalescence                                                                                 condition during three separate
                                                           other treatment centre that is not
         • Experimental treatment (limited benefit                                                       scheme years. This applies to acute
                                                           recognised by us                              flare-ups of a chronic condition, it will
           may be available - please contact us)
                                                         • Weight loss surgery                           also apply if the treatment was not in
         • Incidental hospital expenses such as                                                          consecutive scheme years.
                                                         • Treatment for lipoedema.
           newspapers and telephone calls
                                                                                                        We don’t cover treatment, including
                                                         This is a summary of the scheme
         • Kidney dialysis                                                                              diagnostic tests to treat or assess
                                                         exclusions. Full details of standard cover
         • Routine dental treatment                                                                     learning difficulties or developmental
                                                         and exclusions are given in the policy
                                                                                                        or behavioural problems such as
         • Treatment for infertility                     wording, a copy of which is available at       Attention Deficit Hyperactivity Disorder
                                                         aviva.co.uk/healthzone/ey.                     (ADHD) and Autistic Spectrum disorders.

         20

AV122410_GEN5026_0918.indd 20                                                                                                                       05/11/18 8:01 AM
Your questions answered

         Your questions answered
         Can I use a hospital or facility not on the                  We’ve every reason to believe that you’ll be totally
         hospital list?                                               satisfied with your Aviva scheme, and with our service.
                                                                      It’s very rare that matters cannot be resolved amicably.
         If you have treatment as an out-patient at a hospital not
                                                                      However, if you’re still unhappy with the outcome after
         on your list but recognised by us for the treatment you
                                                                      we’ve investigated it for you and you feel that there’s
         need, we’ll pay in full. However, if you receive treatment
                                                                      additional information that should be considered, you
         as a day-patient or in-patient in a hospital that isn’t
                                                                      should let us have that information as soon as possible
         included on your hospital list but recognised by us for
                                                                      so that we can review it. If you disagree with our
         the treatment you need, we’ll calculate the average cost
                                                                      response or if we’ve not replied within eight weeks,
         of equivalent treatment across all hospitals on your list,
                                                                      you may be able to take your case to the Financial
         and that average cost is the maximum we’ll pay.
                                                                      Ombudsman Service to investigate. Their contact
         This could leave you with a shortfall that the scheme        details are:
         doesn’t pay for. If the actual cost of the treatment is
                                                                      The Financial Ombudsman Service
         less than the average cost, we’ll pay the hospital costs
                                                                      Exchange Tower
         in full. We’ll pay for specialists’ fees in full.
                                                                      London
         Remember, if you use our networks for your treatment,        E14 9SR
         whether as an in-patient, day-patient or an out-patient      Telephone: 0300 123 9123 or 0800 023 4567
         we'll pay in full.                                           Email: complaint.info@financial-ombudsman.org.uk
         The Financial Services Compensation                          Website: financial-ombudsman.org.uk
         Scheme (FSCS)                                                The Financial Ombudsman Service will only consider
         We’re covered by the FSCS. You may be entitled to            your complaint if you’ve given us the opportunity to
         compensation from the FSCS if we become insolvent            resolve the matter first. Making a complaint to the
         and cannot meet our obligations. This depends on the         Ombudsman won’t affect your legal rights.
         type of business and the circumstances of the claim.         Clinical complaints
         Where you’re entitled to claim, insurance advising and       Clinical complaints are not regulated by the Financial
         arranging is covered for 90% of the claim, with no           Conduct Authority (FCA) and are not subject to our
         upper limit. Further information about compensation          complaint process set out above.
         scheme arrangements is available from:
                                                                      For clinical complaints relating to the conduct or
         Financial Services Compensation Scheme                       competency of your specialist or the facilities at which
         10th Floor, Beaufort House                                   they practise, these need to be directed to the specialist
         15 St Botolph Street                                         and hospital or clinic directly.
         London
         EC3A 7QU                                                     For your information, the responsibility for investigating
         Website: fscs.org.uk                                         and responding to clinical complaints is as follows:
         Telephone: 020 7741 4100 or 0800 678 1100                    • If your complaint is about a hospital/clinic
                                                                         or specialist, whether through a network or
         Can I leave the scheme?                                         otherwise, it will be investigated in accordance
         You’ll only be entitled to leave the scheme during              with the complaints process in force at the relevant
         the annual flexible benefits window or following an             hospital/clinic, please contact the hospital directly.
         appropriate lifestyle event. For more information please     • If your complaint relates to a third party clinical
         contact EYHelp HR on 0141 226 9555 or your HR contact.          case manager, this will be investigated by the
         If you have any cause for complaint                             clinical provider who employs that case manager.
         Our aim is to provide a first class standard of              • If your complaint is about a network therapist (e.g.
         service to our customers, and to do everything we can           physiotherapist, counsellor, psychologist) this will
         to ensure you’re satisfied. However, if you ever feel           be investigated by the independent clinical provider
                                                                         responsible for the therapist network.
         we’ve fallen short of this standard and you’ve cause to
         make a complaint, please let us know.                        Once you have contacted the provider who is
         Our contact details are:                                     responsible for investigating and responding to your
         Aviva Health UK Ltd                                          clinical complaint, they should advise you of the
         Complaints Department                                        full complaints process which will also include any
                                                                      escalation details should you require these.
         PO Box 540
         Eastleigh                                                    While Aviva do not have a role in investigating and
         SO50 0ET                                                     responding to clinical complaints, Aviva do record clinical
         Telephone: 0800 051 7501                                     complaint volumes and investigation outcomes. If you
         Email: hcqs@aviva.com                                        would like to inform us of a clinical complaint outcome
                                                                      please contact us using the details provided before.

                                                                                                                                               21

AV122410_GEN5026_0918.indd 21                                                                                                                  05/11/18 8:01 AM
Use of personal information

         Use of personal information
         Personal Information                                     If you are providing information about another
         We collect and use personal information about            person we expect you to ensure that they know
         you so that we can provide cover for your company        you are doing so. You might find it helpful to
         private health scheme. This notice explains the          show them this privacy notice and if they have
         most important aspects of how we use your                any concerns please contact us in one of the
         information but you can get more information about       ways described below.
         the terms we use and view our full privacy policy        The personal information we collect and use will
         at aviva.co.uk/privacypolicy or request a copy           include name, address, date of birth, current state
         by writing to us at Aviva, Freepost, Mailing Exclusion   of health and any existing conditions of each person
         Team, Unit 5, Wanlip Road Ind Est, Syston, Leicester,    included in the application (if medical underwriting
         LE7 1PD                                                  applies to your scheme). If a claim is made we will
                                                                  also collect personal information about the claim
         The data controller(s) responsible for this personal
                                                                  from you and any relevant third parties. We recognise
         information is Aviva Insurance Limited as the insurer
                                                                  that information about health is particularly sensitive
         of your company’s scheme. Additional controllers are
                                                                  information. Where appropriate, we will ask for
         Aviva Health UK Limited who administers the scheme
                                                                  consent to collect and use this information.
         and your company’s intermediary (if applicable),
         who are responsible for the sale and distribution of     If we need your consent to use personal information,
         the scheme and any applicable reinsurers.                we will make this clear to you when you complete an
                                                                  application or submit a claim. If you give us consent to
         Personal information we collect and how                  using personal information, you are free to withdraw
         we use it                                                this at any time by contacting us. Please note that if
         We will use your personal information:                   consent to use information is withdrawn we may not
                                                                  be able to continue to process your claims and we
         • to provide you with the benefit of your company’s
                                                                  may need to cancel your benefit under the scheme.
           insurance cover: we need this to decide if we can
           offer insurance and if so, on what terms and also      Of course, you don’t have to provide us with any
           to administer the scheme, handle any claims and        personal information, but if you don’t provide the
           manage any renewal;                                    information we need we may not be able to proceed
                                                                  with your application or any claim you make.
         • to support legitimate interests that we have as a
           business: we need this to manage arrangements          Some of the information we collect may be provided
           we have with reinsurers, for the detection             to us by a third party. This may include information
           and prevention of fraud and to help us better          already held about you within the Aviva group,
           understand our customers and improve our               including details from previous quotes and claims,
           customer engagement (this includes marketing,          information we obtain from publicly available records,
           customer analytics and profiling),                     our trusted third parties and from industry databases,
                                                                  including fraud prevention agencies and databases.
         • to meet any applicable legal or regulatory
           obligations: we need this to meet compliance           How we share your personal information
           requirements with our regulators (e.g. Financial       with others
           Conduct Authority), to comply with law                 We may share your personal information:
           enforcement and to manage legal claims; and
                                                                  • with the Aviva group, our agents and third
         • to carry out other activities that are in the public     parties who provide services to us, your company’s
           interest: for example we may need to use personal        intermediary (if applicable) and other insurers
           information to carry out anti-money laundering           (either directly or via those acting for the insurer
           checks.                                                  such as loss adjusters or investigators) to help us
         As well as collecting personal information about           administer our products and services;
         you, we may also use personal information about          • with clinicians, including hospitals, and third party
         other people, for example your eligible dependants         case managers from whom you and others covered
         who you wish to benefit from your company’s                under the scheme receive insured treatment or
         scheme.                                                    who manage your care or treatment pathway;

         22

AV122410_GEN5026_0918.indd 22                                                                                                05/11/18 8:01 AM
Use of personal information

         • With regulatory bodies and law enforcement bodies,        Contacting us
           including the police, e.g. if we are required to do       If you have any questions about how we use personal
           so to comply with a relevant legal or regulatory          information, or if you want to exercise your rights, please
           obligation;                                               contact our Data Protection Team by either emailing
         • With other organisations including insurers, public       them at dataprt@aviva.com or writing to the Data
           bodies and the police (either directly or using shared    Protection Officer, Level 4, Pitheavlis, Perth PH2 9NH.
           databases) for fraud prevention and detection             If you have a complaint or concern about how we use
           purposes;                                                 your personal information, please contact us in the
         Some of the organisations we share information with         first instance and we will attempt to resolve the issue
         may be located outside of the European Economic             as soon as possible. You also have the right to lodge a
         Area (“EEA”). We’ll always take steps to ensure             complaint with the Information Commissioners Office
         that any transfer of information outside of Europe          at any time.
         is carefully managed to protect your privacy rights.
         For more information on this please see our Privacy
         Policy or contact us.

         How long we keep your personal
         information for
         We maintain a retention policy to ensure we only keep
         personal information for as long as we reasonably need
         it for the purposes explained in this notice. We need to
         keep information for the period necessary to administer
         your insurance and deal with claims and queries on
         the scheme. We may also need to keep information
         after our relationship with you has ended, for example
         to ensure we have an accurate record in the event of
         any complaints or challenges, carry out relevant fraud
         checks, or where we are required to do so for legal,
         regulatory or tax purposes.

         Your rights
         You have various rights in relation to your personal
         information, including the right to request access your
         personal information, correct any mistakes on our
         records, erase or restrict records where they are no
         longer required, object to use of personal information
         based on legitimate business interests, and data
         portability. For more details in relation to your rights,
         including how to exercise them, please see our full
         privacy policy or contact us.

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AV122410_GEN5026_0918.indd 23                                                                                                                 05/11/18 8:01 AM
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