GuideWell. Making PMI more sustainable and affordable for larger companies.

Transcription

1 GuideWell Making PMI more sustainable and affordable for larger companies.

2 GuideWell We ve created GuideWell, a private medical insurance policy that puts the needs of your business and your employees first. GuideWell utilises the open referral claims pathway, which means that we can offer you private medical insurance that s competitively priced and that makes the claims journey easy for your employees. An open referral claims pathway and our innovative BacktoBetter service means that we can better manage our claims costs and so offer more affordable and sustainable PMI. In short, with GuideWell, everyone benefits. We will never compromise on the quality of care being offered to members and our clinical expertise informs every aspect of our work, from monitoring claims to managing our relationships with care providers. The GuideWell promise We promise that if members follow the GuideWell claims process, they will not incur any shortfalls on hospital charges or specialist fees for treatment that is covered by the policy. Benefits of GuideWell Employers By carefully managing our claims costs, you benefit from more sustainable pricing Choice to select both Optimum and/or GuideWell for different staff categories under one policy to suit member preferences. BacktoBetter and other policy benefits contribute to getting your employees back to health and back to work faster. Employees Prompt access to private medical diagnosis and treatment No shortfalls on hospital charges, or specialist fees for treatment that is covered by the policy, where members follow the GuideWell claims process Appointments close to home or work Simple claims process Easy appointment booking 2

3 Contents Introduction 2 Open referrals 4 GuideWell working for you 5 A claims experience that puts your employees first 7 About Aviva 9 Innovative benefits 10 The cost of not having PMI 13 Choosing the right cover for your company 14 What s next? 22 FAQs 23

4 Open referrals Since the introduction of the NHS Choose and Book system, we ve seen a steady increase in the number of people receiving open referrals from their GPs: recommendations for more investigation or treatment, without actually naming a hospital or a specialist. How GuideWell benefits members At Aviva UK Health, we ve developed a specialist finder database combining our own claims experience with external data to select an appropriate specialist and hospital in the member s chosen area. The advantage of using an open referral claims pathway, is that there s no need for hospital lists. We take care of the onward journey on the member s behalf, reducing the stress involved and increasing the efficiency of the handover. Members can decide whether they would prefer treatment at a hospital located near their work or home address whichever is more convenient We aim to offer a specialist working within a 25 mile radius of that location (10 miles within London) On average, Guidewell customers travel between 9-10 miles outside of London and 5-6 miles within the London region to their treatment location Treatment is provided at one of over 250 hospitals and clinics nationwide We promise that if members follow the GuideWell claims process, they will not incur any shortfalls on hospital charges or specialist fees for treatment that is covered by the policy. What is an open referral? We describe an open referral as being a recommendation by a GP for a medical investigation or treatment, without being specific about which specialist and which hospital carries that out. An open referral should include the type of specialist that the member needs to see and the sub-specialty, if necessary, but should not name a specific specialist. Open referrals are becoming more frequent In March and April 2013, an Aviva commissioned survey, conducted by Facts International found that 44% of customers were provided with a choice of consultant (open referral) by their GP. In July 2014, 20% of our claims were an open referral. 4

5 GuideWell working for you Greater efficiency with our claims management system Our claims management system helps us identify and manage complex cases and treatment programmes, such as cardiac, orthopaedic, psychiatric and cancer cases. By working closely with providers, we can negotiate the costs of long stay and complex cases, but still make sure your members get the right care. BacktoBetter helping employees to return to work faster Our innovative BacktoBetter service provides the right treatment for back, neck and other musculoskeletal (MSK) conditions, without having to visit a GP. This makes the process faster than the usual GP-referral route, which helps contain costs and should see your employees return to work faster. Keeping your healthcare policy sustainable Advances in medicine are happening all the time. So we re always reviewing fees and challenging supply chain partners hospitals and specialists to make sure we re offering the right treatments at the right costs. Do you select these specialists because they re cheaper? Getting the right treatment for your employees is our priority and we would never compromise on costs to that effect. We use our specialist finder database to find a specialist and hospital that s appropriate for the members clinical needs. Through using the open referral claims method, GuideWell can be priced advantageously for your business. We believe this helps us to ensure the best possible outcome for your employees, helps you contain costs and contributes to keeping your premiums down, year on year. 5

6 A policy that s right for your business GuideWell is a policy you can shape so that it meets your company s needs. Every member has to follow the open referral route for treatments or investigations and the BacktoBetter route for MSK conditions there are no exceptions to this simple rule. However, you can adapt the policy so that it includes the benefits you want to offer, and excludes those you don t. You can also offer different sets of benefits for different categories of staff, provided they all follow the GuideWell claims process. With GuideWell, you will be able to better manage your costs whilst being sure that your employees are offered the appropriate treatment. With prompt and convenient access to those treatments, your employees can concentrate on getting better and getting back to work as soon as possible.

7 A claims experience that puts your employees first Your employees welfare is our top priority. That s one of the reasons why we place so much emphasis on making the claims journey as stress-free as possible. Where possible, we ll give a warm handover by connecting a member s call directly to the hospital for an appointment, rather than asking them to redial another number. Understanding clinical needs Our in-house clinicians work closely with our claims teams to understand your members clinical needs. Together, they use a proven triage process that identifies routine pathways (treatment for things like hernias and cataracts) and separates them from the more complex conditions such as heart and psychiatric conditions, as well as cancer. And if it is a more complex case, then one of our specialist claims teams will provide dedicated case management to members. Sensitivity combined with expertise and efficiency Consistency of service is all the more important for more sensitive conditions such as cancer, women s health, heart conditions and psychiatric problems. Our innovative service for musculoskeletal conditions Our innovative BacktoBetter service offers rapid access to qualified clinicians who assess MSK conditions and recommend the most appropriate course of treatment, whether this be self-managed treatment, physiotherapy sessions or an onward referral to a specialist. With BacktoBetter, there is no need to see a GP and if appropriate, members will usually be referred for treatment within two working days. Aviva customer service helpline The Aviva customer service helpline is here to help members throughout a claim, with experts who can answer questions and reassure them about the process. We have a bank of expert clinicians who help us provide dedicated case management. Everyone involved understands the complexities of a condition, so members get reassurance and seamless support from one treatment stage to the next. 7

8 Three simple steps When members feel unwell, the last thing they want to face is a difficult claims journey. So we ve made ours easy: Step 1: Open Referral from GP Member sees their GP and gets an open referral NB. For children under 16 years old, we will need a named referral as these can not be directed on an open referral claims basis. Step 2: Contact Aviva Member contacts our customer service helpline We ll use our specialist finder database to select an appropriate specialist and/or hospital. In most cases, we ll connect the member directly with the hospital to book their appointment. Step 3: Attend appointment Member attends appointment For back, neck or any other muscle or joint pain (musculoskeletal (MSK) conditions), the claims journey is even easier there is no need to see a GP with BacktoBetter. Step 1: Contact Aviva Member contacts our customer service helpline & describes their symptoms. Step 2: Clinical Assessment Our advisers arrange for a BacktoBetter clinical case manager to contact the member to assess their symptoms. Step 3: Treatment Our clinical case manager will determine whether treatment is necessary. If treatment is recommended, the member will be referred to one of our approved physiotherapists or specialists for treatment. 8

9 About Aviva Aviva UK Health is part of the Aviva group. Aviva is one of the world s leading insurance companies and is the UK s biggest insurance provider. At Aviva UK Health, we combine financial strength and corporate efficiency with in-depth clinical expertise. The result is an innovative, flexible approach to healthcare that customers can trust. Clinical excellence is in our DNA We have a number of clinicians working for Aviva and their clinical expertise helps to inform every aspect of our work. We use our clinical knowledge to develop and shape our products and services. From innovating and creating a proposition, to pricing a product or analysing its benefits, and from monitoring our claims process to managing our relationships with hospitals and specialists. We believe it s our clinical excellence, combined with everything else you d expect from a major insurance company, that means our healthcare offering is the right proposition. Awards Health Insurance Awards Health Insurance Company of the Year, 2010, 2011, 2012, 2013 and 2014 Health Insurance Awards Best Group PMI Provider 2010, 2011, 2012, 2013 and 2014 Health Insurance Awards Most Innovative New Product: GuideWell 2014 Corporate Adviser Awards Best Healthcare Provider 2013 Money Marketing Awards Best Healthcare Provider 2012 Cover Excellence Awards Best Service 2012 Cover Excellence Awards Best Group PMI Provider 2014 Over the years, we have won a number of awards for both our products and our services. These awards have been won as a result of support from industry experts and intermediaries alike. We are grateful to our customers and the industry for recognising our commitment and we work hard developing and improving our products and services to ensure that our customers continue to receive a service they are satisfied with.

10 Innovative benefits BacktoBetter Musculoskeletal (MSK) injuries are the leading cost and cause of spend in health claims they re also a leading cause and cost of absence. It s not always easy for employees to work out exactly what s wrong or what to do about it. The challenge is to make high quality clinical services easily available when they are needed. Tackling the problem head on BacktoBetter introduces high quality clinical decision-making at the start of the entire claims journey. This makes sure that only appropriate and effective interventions are funded, which means a better outcome for your employees, a well-managed claims spend and a positive impact on absence levels. Musculoskeletal problems accounted for 30% of Aviva Health s corporate claims in We believe they re one of the biggest health challenges employers are facing today. We ve proved that BacktoBetter works. On average, Large Corporate schemes save 5% on overall MSK claims when our BacktoBetter approach is utilised. BacktoBetter can help BacktoBetter is a service that can help your employees recover, faster. That means you can keep your productivity levels up, and because BacktoBetter intervenes quickly and only recommends appropriate treatment it helps keep your claims spend down. BacktoBetter offers rapid access to a qualified clinician who can help employees deal with the pain of a musculoskeletal injury. Your employees get the right treatment at the right time, which can lead to a faster recovery. There s no need to see a GP It s an end-to-end service that delivers best practice rehabilitation no matter how complicated the problem is. Physiotherapy Aviva has a strategic partnership with the Chartered Society of Physiotherapy (CSP), which champions the role physiotherapists play in the UK s health and wellbeing. Aviva wants to work with employers and employees across the UK, to help improve the overall health and fitness of our nation s workforce. 10

11 Cancer care Sadly, almost 1 in 8 of the corporate claims we receive are for an employee who has been diagnosed with cancer. We ve made sure this experience has been put to good use, so that we can give your employees the personal support they really need if they face this challenge. A dedicated case manager is on hand from the point of diagnosis. We re committed to making sure your employees get not only the right treatment but also a high level of aftercare. Our clinicians are there as a point of reference for extra support and guidance. All of your members are covered for investigations covered by the policy, up until the point of diagnosis. GuideWell then gives you options about the levels of cancer cover you d like to offer. You could choose our highest level of cover, limit it, or have no cover for treatment at all. If you choose the highest level of cancer cover, your employees will benefit from our cancer pledge. Our cancer pledge We understand the importance of providing extensive cover and support at every stage of cancer treatment. Extensive cover Our cancer pledge and support Our cancer pledge means we ll cover the treatment and palliative care members need as recommended by their specialists. We also want to make things as comfortable as possible following treatment, so we ll provide cover for aftercare, including dietary consultations and money towards prostheses and wigs. Selecting our Cancer pledge option is in addition to our core cover and will incur a higher premium. Case history After tests for stomach pains in early 2011 proved inconclusive, Zoe Tootell from Berkshire turned to her fiancé s Aviva private medical insurance for further investigations. A shock diagnosis of intestinal cancer threatened Zoe s wedding plans later in the same year, but she was determined to beat it and for the wedding to go ahead. The speed and efficiency of Aviva s service contributed to Zoe s recovery, helping her to fulfil her wedding dreams in September 2011 and enjoy married life. Zoe praised the support she received from our claims team, The claims experience was easy and quick and all the staff I spoke to were so pleasant and caring. The speed and efficiency of service was excellent and I will now be recommending you as a company. Not only did it mean that I was feeling better for my wedding, but more importantly, Aviva s assistance saved my life. 11

12 GuideWell helping your employees stay healthy It s widely accepted that, if employees lead healthier lives and feel more appreciated by employers, then a business could see a boost in workforce performance, morale and positivity. We include a range of helpful extra features, at no extra charge, with every GuideWell policy. Access to a 24 hour GP helpline For over-the-phone consultations when employees need reassurance about medical issues day or night. A 24 hour stress counselling helpline When employees want to talk about a personal or professional issue that s causing them distress. Home of Health An online portal of tips and tools that can help your employees improve their health and fitness. Stress app My Stress Kit is a handy, free mobile app to help identify everyday causes of stress and ease the effects. Up to 25% off gym membership GuideWell offers up to 25% off membership fees in some of the UK s leading health and fitness clubs. Motor, home and travel discounts We can give your employees a discount of up to 15% on our Aviva motor, home and travel insurance. 12

13 The cost of not having PMI Without private medical insurance, your employees could face considerable waiting times or financial expense if they suffer illness or injury. Below are examples of some common procedures and what they could cost at a private hospital. Also detailed, are the associated waiting times for each procedure if they were to be carried out on the NHS: Type of procedure Private cost NHS waiting time Knee arthroscopy 2, days Colonoscopy 1, days Diagnostic tests 1, days Radiotherapy / chemotherapy 10, days Consultations with a specialist 1, days It is important to remember that NHS waiting list times will vary depending on location and the hospital used. The timescales shown are only given as an illustration of how long you might be expected to wait. For more information on NHS waiting lists, please refer to or Waiting list data correct as at July 2014 Source: Health & Social Care Information Centre Cost of treatment data correct at of July This data is based on the average costs of treatments from Winchester s Sarum Road Hospital. Prices may vary regionally and by individual hospital. Source:

14 Choosing the right cover for your company We ll help you shape GuideWell We ve helped customers shape and maintain healthcare policies that not only meet their immediate needs but also adapt to their changing plans. We can help you choose the right levels of cover for your company. We ll help you set up your GuideWell policy and carry on giving you support and assistance, such as regular management information on how the scheme is performing. We know that costs can be a priority. We ll work with you to help deliver value for money: GuideWell is designed to be sustainable in today s economic climate. And if you use financial advisers to arrange corporate benefits, we ll be happy to work alongside them to set up your healthcare policy. You can reduce costs further Member excess You can add an excess to your policy. With a 100 excess for example, members would be responsible for paying the first 100 of any costs incurred. This would only apply once per member per policy year. Select benefits You could select a range of benefits that you d like to exclude, such as treatment for complications of pregnancy or emergency overseas cover. Reduced out-patient cover You can limit the duration and extent of out-patient cover. Six week option Under this option your employees would have the benefit of private out-patient consultations and treatment regardless of NHS waiting times but, if they were referred for in-patient or day-patient treatment and the NHS waiting time was less than six weeks, then cover would not be available under the policy. 14

15 Underwriting options GuideWell gives you a choice of underwriting options. The standard underwriting option is medical history disregarded, however other options are offered to help reduce costs or to allow underwriting to continue from a previous insurer. Full medical underwriting The past health of members is considered and any pre-existing conditions or any related or associated condition may be excluded unless we choose to accept them. Continued medical exclusions If you re transferring from an existing fully medically underwritten policy by your previous insurer, we will accept the existing medical exclusions that were applied by your previous insurer. Medical history disregarded If you re taking out a policy for the first time or switching from another insurer, any pre-existing conditions of members will be covered providing they fall within the terms and conditions of the new policy. Moratorium Members will be unable to claim for any pre-existing conditions that existed during the five years before the start date of their cover. However, if the member does not have any medication, treatment, diagnostic tests or advice for the pre-existing condition during a continuous two year period, after their start date, they will be covered. Continued moratorium If you re transferring from an existing policy that was underwritten on a moratorium basis, our moratorium wording is applied with effect from each member s original moratorium start date. Medical underwriting options may be dependent on the size of the scheme. Please contact your usual healthcare sales consultant or financial adviser for more information.

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17 Types of contracts Our account managers can help support you in selecting your benefits. Fully Insured A claims fund is set for the contract year, so you ll know exactly how much you ll pay. No additional premium will be payable (except for membership changes). We will be liable for claims in excess of the claims fund. Cost Plus A claims fund is set with a stop loss attachment point you ll be liable for any claims up to this point and we will be liable for any claims in excess of it. If the total claims for the contract year (including any adjustments for membership changes) are less than the claims fund, we will reimburse you the value of the unused fund. Trust You may choose to fund your company s private healthcare by a Healthcare Trust. This is not an insurance contract and attracts funding benefits you wouldn t have to pay any Insurance Premium Tax. Aviva can provide a full Healthcare Trust service. Stop Loss Insurance can be provided to protect the liability of the company by absorbing the exposure to costs above a certain level. A Healthcare Trust gives employers more control over the type of healthcare benefits provided as the business can set the rules of the trust. 17

18 GuideWell: start shaping your policy You re in control. If you d like help, our account managers will support you in shaping your company s GuideWell policy. Remember, whatever the need for a claim, we ll be using the open referral process to direct your employees treatment through the GuideWell network of specialists and providers 1. Core cover You should always start with some core benefits (shown in orange), which must include BacktoBetter. This diagram shows an example, and how these core benefits would offer a broad range of cover to your employees. 2. Value cover You could reduce costs by opting for one or more of the measures shown in the blue section of the diagram. 3. Enhanced cover Depending on your budget, you could enhance the level of cover provided by core benefits (shown in the green section of the diagram). We re also flexible about shaping these to your company s requirements just ask. Selecting enhanced cover options will increase your premium. 4. Free health and well-being benefits Whatever shape your policy takes, we ll include a range of wellbeing benefits as standard (shown in the purple section of the diagram). These include our 24 hour GP helpline, 24 hour stress counselling helpline, the Home of Health (an online health management tool), health club discounts and a mobile stress app. 18

19 Exclusion of specific benefits Private ambulance Dental benefit Some routine dental cover for examinations, fillings, crowns and tooth cleaning. The benefit may be subject to an excess Different benefits for different groups of staff Six week option core cover Treatment for complications of pregnancy and childbirth Hospice care Donation to the hospice; up to 10 days care maximum Member excess NHS cash benefit For eligible NHS treatment Baby bonus cash benefit Provides a cash payment for each child born if a member is covered under the policy Options to reduce costs

20 Complementary and alternative medicine GP referred homeopathy, chiropody & podiatry GP minor surgery Up to 70 per procedure; payable to the GP GP referred services Up to a specified amount per person per policy year. Includes consultations and tests for on-going maintenance of chronic conditions and GP referred radiology Nursing at home Immediately following eligible in-patient or day-patient treatment on specialist recommendation Parent accommodation when staying with a child covered by the policy Children undergoing eligible treatment one parent only Investigations into the causes of infertility Cancer cover (further enhancements to cover see A clear choice for cancer cover leaflet) Optical benefit Contributes towards the cost of contact lenses and glasses following a change in prescription. This benefit may be subject to an excess Stress app Home of Health Gym, motor and home discounts Psychiatric cover In-patient, day-patient and out-patient cover can be included Emergency overseas cover Emergency in-patient or day-patient cover when temporarily abroad for a period of up to 90 days Oral surgical procedures Any procedures included are subject to Aviva s fee guidelines for specialists 24 hour GP helpline 24 hour stress counselling helpline Optional additional benefits Added value benefits

21 An example of GuideWell benefits Radiotherapy/ chemotherapy Out-patient treatment of acute conditions Physiotherapy, and acupuncture treatment For anything other than musculoskeletal conditions on GP referral up to 10 sessions in combined total per condition per policy year Hospital charges Including accommodation, meals, nursing care, drugs and dressings Consultations with a specialist Diagnostic tests Such as pathology, X-rays, CT scans, MRI scans Diagnostic tests Such as pathology, X-rays, CT scans and physiological tests such as ECGs core cover All claims must follow the GuideWell claims process Specialist s fees BacktoBetter Early intervention and personal treatment plans for musculoskeletal pain without the need to see a GP Radiotherapy/ chemotherapy In-patient/day-patient treatment of acute conditions through the Guidewell network of specialists and hospitals The core package This example shows the benefits that businesses commonly put into place as a minimum level of GuideWell cover. We d like to help you shape a policy that suits your needs specifically, so your cover may differ from this example. This is a summary of benefits. The full list of standard definitions, benefit terms, conditions and exclusions are set out in the policy wording, a copy of which is available on request. Non-standard terms may apply. Applications are required.

22 What s next? It s time to shape a GuideWell policy that fits your business. See just how easy it is to give your employees prompt, quality healthcare cover with Aviva using the open referral process. For more information, you could visit our website or us. But we d like you to call our healthcare sales consultants or speak to your usual financial adviser, so we can start shaping a policy to suit your needs. We can: Prepare an initial policy specification based on the benefits you d like to include Discuss underwriting and which available options would be most beneficial Take you through the application process, which should be easy and stress-free.

23 FAQs Why GuideWell? GuideWell offers our corporate customers a sustainable benefit for their employees. It also responds to a growing preference for open referrals. With more control over which specialists and hospitals are offered we promise that if members follow the GuideWell claims process, there will be no shortfalls for you or your employees, on hospital charges or specialist fees for treatment that is covered by the policy. It s the right treatment, at the right time, at the right cost, delivering the right clinical outcome. What is an open referral? We describe an open referral as being a recommendation by a GP for a medical investigation or treatment, without being specific about which specialist and which hospital carries that out. An open referral should include the type of specialist that the member needs to see and the sub-specialty, if necessary, but should not name a specific specialist. Can all GPs make open referrals, and will they? GPs may use some specialists more frequently than others, but all GPs can make open referrals. They can be confident that we ll suggest specialists who are accountable to a statutory regulatory body or employed within a managed environment, and who have the qualifications, experience, knowledge and skills to provide the care or treatment involved. How do you decide which specialists to offer? We have a specialist finder database. We can see each specialist s area of expertise, sub-specialty and where they practice. We will select specialists who have conducted the same type of procedure, for our members, at least three times within the last two years or, we have independently verified that they are qualified to carry out that procedure. How can you promise that there will be no shortfalls? The majority of the specialists on our specialist finder database adhere to our fee guidelines. In some cases, the member may be directed to a specialist that does not adhere to our fee schedules, in these rare cases we will pick up all shortfalls that occur the member won t be charged any extra. Giving that extra peace of mind. How far will members have to travel? We believe treatment should be as convenient as possible. We invite members to confirm whether they would like us to locate a hospital nearer their work or home address. We ll then find the right specialist who can meet the member s clinical needs. Most of our members can expect an appointment within a 25 mile radius of their given postcode outside London, or 10 miles within the Central London area. On average, our customers travel between 9 10 miles outside of London & between 5 6 miles within the London region to their treatment location. What happens if a GP wants to name a specialist and/or hospital? In order to qualify for treatment under the GuideWell policy, all members will need to get an open referral from their GP. If a member comes to us with a named referral from their GP, we may refer them to an alternative specialist and/or hospital. In some cases, the specialist/hospital that is selected by us may also be the specialist that the GP would have recommended. Cancer claims If you are diagnosed with cancer, you will need a named referral to an oncology specialist. This means that you will need to ask for a consultant name and treatment unit, in line with our standard criteria. For any cancer 23

24 claims requiring onward specialist referral (reconstructive surgery, cardiology if relevant etc.) we may guide you to a specialist or hospital at this point, unless there is a clinical need for a particular named referral. In most cases we will engage our clinical team for advice and may request information from the original specialist if it is deemed necessary. What happens if a member sees a specialist without notifying Aviva? If a member sees a specialist, named by their GP, without getting confirmation from us, they may be liable for the full cost of the claim. Can members choose specialists and hospitals? No, your members must get an open referral from their GP and we ll find the right specialist and hospital using the specialist finder. In some cases, members may be given a choice of multiple specialists. Isn t this restrictive for members? Members may find that the specialists we select in their local area are exactly the same individuals that would have been named by their GP. The open referral method does help us contain costs, which means that we can price GuideWell advantageously and our specialist finder tool enables us to source treatment with an appropriate specialist. This also provides the member with the peace of mind that there ll be no shortfalls on hospital or specialist costs for treatment that is covered by the policy. What happens if my GP refuses to give an open referral? We would be more than happy to speak to any GP who would prefer not to give an open referral. What happens if a member needs to continue previous treatment? A member s welfare is our top priority. We will honour existing treatment pathways eligible under the policy until they re finished. Any new treatment will follow our open referral process. Can children be covered under GuideWell? GuideWell does provide cover for dependents and for paediatric care, but we will need a named referral from the GP as there are far fewer private hospitals providing this type of care. As we can t guarantee to offer the same choice of specialists or facilities for children, we recommend that members talk to their GP about different options for paediatrics in their area. Why should I choose GuideWell? We promise that if members follow the GuideWell claims process, they will not incur any shortfalls on hospital charges or specialist fees for treatment that is covered by the policy. We can offer advantageous pricing, because the open referral process gives us more control over claims costs from the outset. We pass those savings on to you. Why will my employees like GuideWell? Your employees will be treated by specialists who have conducted the same type of procedure, for our members, at least three times within the last two years or, who have been independently verified that they are qualified to carry out that procedure. Your employees will have the peace of mind that comes from knowing there ll be no shortfalls on hospital or specialist costs. In addition, using our specialist finder means that members benefit from the flexibility of receiving treatment near to either their work or their home postcode. 24

25 Contact us today National Accounts North National Accounts South You can also contact us through your normal financial adviser. aviva.co.uk/health If you are deaf or hard of hearing and have a textphone, you may call us free of charge via BT Typetalk on Calls may be monitored and/or recorded. From time to time, details you supply may be processed (by post, telephone, , fax or other means) to tell you about products or services that may be of interest from Aviva Group and connected providers. Any person not wishing to receive such contact may write to: Aviva, FREEPOST, Mailing Exclusion Team, PO Box 6412, Derby, DE11SB. The data controllers are Aviva Health UK Limited, Aviva Insurance Limited and Aviva Life & Pensions UK Limited.

26 Aviva Health UK Limited. Registered in England Number Registered Office 8 Surrey Street Norwich NR1 3NG. Authorised and regulated by the Financial Conduct Authority. Firm Reference Number This insurance is underwritten by Aviva Insurance Limited. Registered in Scotland, No Registered Office: Pitheavlis, Perth, PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm reference number Aviva Health UK Limited, Head Office: Chilworth House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3RY. GEN /2015