Back-Up. Your Guide to Claiming for Back and Neck Conditions

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1 Back-Up Your Guide to Claiming for Back and Neck Conditions

2 Ever thought just how important your back is? Most of us don t think very much about our back - but the fact is, your back is one of the most important parts of your body - it supports most of your weight and helps you to get on with your everyday life. Now you can have a Back-Up plan Most of us abuse our backs every day, without even knowing it. Think about the way you sit. Or the way you bend down to pick something up. Or even the way you sleep, the bag you carry or the kind of shoes you wear - all these things could have a potentially damaging effect. Sometimes, back pain can even be stress related. Now, as a member of your company s healthcare scheme, provided by Aviva, you and your family members who are covered under the policy have access to some of the best support available*. Back-Up is a service that s designed to be your first port of call if you start experiencing back or neck pain. By accessing Back-Up as soon as a back or neck problem develops, you can quickly gain access to expert help, advice and support which means the problem doesn t necessarily have to lead to time off work and there may be no need to visit a GP. *If you are already receiving treatment for a back or neck condition, you should continue with your course of treatment.

3 Your Guide to the Back-Up Claims Process Step 1 If you are experiencing back or neck pain, there is no need to see your GP first, just call Aviva s Claims Helpline to see if it s appropriate for you to be transferred through to the Back-Up Service. Step 2 If you are referred to the Back-Up Service we will arrange for you to receive a telephone assessment within 2 hours from an allocated clinical case manager. Using evidence based medical guidelines, your case manager will conduct a thorough assessment* of your problem and recommend the most effective course of treatment. The assessment will always include education about your problem and how you can alleviate the symptoms yourself. For example, looking at the way you sit at your desk or prescribing some simple stretching exercises to maintain your flexibility. Step 3 If appropriate, your case manager will refer you to a local physiotherapist, who will contact you directly within 24 hours and book you in for a course of treatment within 2 working days. These physiotherapists are carefully selected to ensure we provide you with the most effective and highest quality treatment. Step 4 Your Back-Up case manager will continue to contact you to monitor your progress and assess if you need further treatment or are ready to be discharged. *A key element of this initial assessment will be to determine any emergency indications which require immediate hospital or GP examination.

4 An expert service Provided in association with leading independent specialist rehabilitation organisations, Back-Up is dedicated to offering a complete evidence based rehabilitation service, endorsed by expert clinicians. The service focuses on ensuring that people with back or neck pain get the most clinically appropriate treatment at the right time. The service is specifically designed to help you recover as quickly as possible and to avoid or reduce any time taken off work, by putting in place a suitable treatment and rehabilitation plan. What is evidence based medicine? In order to provide the best possible service we need to know that the advice and treatments we offer really work. Clinical research provides the evidence or proof of whether a particular treatment works, how well it works compared to other treatments and what the risks are, if any. The end result is a collection of the best and safest clinical guidelines and treatment currently available for each condition, and is called evidence based medicine. The guidelines have been prepared by a panel of clinical experts, such as consultants and leading specialists, who have many years of experience in managing back conditions. This is underpinned by a thorough and ongoing review of all appropriate clinical studies. Important points to remember: If you are experiencing: pain or stiffness weakness or spasm a pull or strain, or other discomfort in your back or neck, you must follow the Back-Up Claims Process and we will arrange and manage your treatment. Please note: you do not need to see your GP before making a claim for back or neck pain treatment related to pain or discomfort in your back or neck will not be an eligible claim under any other benefit on this policy if you give us your consent, we will ensure that your GP is informed of any treatment you receive Put back problems behind you... as soon as you start experiencing back or neck problems, there is no need to see your GP first, just call Aviva s Claims Helpline to be referred to the Back-Up service for quick access to expert advice and support.

5 10 top tips to help you look after your back: Check your posture stand upright keeping your back straight, and avoid slouching. Look at your work environment ensure everything s at a comfortable height so you don t stoop. Don t bend forwards to lift heavy objects try to use the stronger muscles in your legs more when lifting and always bend at your knees and your hips, rather than your back. If your job involves manual handling, make sure you receive appropriate training. Never bend and twist at the same time. Changing your posture and taking frequent breaks will help keep your muscles working. Think of your shoes - women with back pain shouldn t wear high heels all the time as they tip the lower part of the body forward, arching the lower back to compensate, which adds stress to their back. Support your head and neck well when you are sleeping - have enough pillows to fill the space between your ear and your shoulder. It is important that your mattress always gives you good support - it should not be too firm or too soft. Keep fit walking, swimming or any kind of light exercise can help strengthen your back.

6 Aviva Health UK Limited. Registered in England Number Registered Office 8 Surrey Street Norwich NR1 3NG. This insurance is underwritten by Aviva Insurance Limited. Registered in Scotland Number 2116, Registered Office Pitheavlis, Perth PH2 0NH. Authorised and regulated by the Financial Services Authority. Aviva Health UK Limited, Head Office: Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY. GEN /2011 Aviva plc