Healthier Solutions. Private health insurance that fits around you

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1 Heathier Soutions Private heath insurance that fits around you

2 Fexibe cover that fits around you Everyone s different. At Aviva, we recognise that what you want from your heathcare cover coud be very different to what somebody ese wants. Heathier Soutions is private heath insurance to suit you. Contents 3 What Heathier Soutions gives you 4 Heathier Soutions expained What ese does Heathier Soutions offer? 5 MyHeathCounts 6 Aviva Get Active 6 24-hour teephone hepines Poicy summary 7 What is covered 9 Ways to enhance your cover 10 Ways to reduce your premium 11 What isn t covered 12 A summary of cancer cover 15 Underwriting 16 Your questions answered 18 Providing the hep and support you expect 19 What ese you need to know 20 Choose Heathier Soutions today This poicy is insured by Aviva Insurance Limited and administered by Aviva Heath UK Limited

3 What Heathier Soutions gives you Heathier Soutions is fexibe, giving you the abiity to choose which benefits are important to you from a range of options. This means you can taior your heath insurance to suit your own requirements. Heathier Soutions provides: Prompt access to private medica treatment at a hospita that s convenient to you Extensive core cover Options to increase or decrease your cover The option to protect your no caim discount Access to a range of NHS and private hospitas across the UK. This incudes arge networks such as BMI, Nuffied and Spire Access to a range of added vaue benefits incuding GP hepine and UK heath and fitness cub membership discounts MyHeathCounts heping you manage your heath with the potentia to receive a discount at your next renewa. Famiy cover You, your spouse and your chidren can a be covered by Heathier Soutions if you permanenty ive in the UK. Pay for the edest chid under 20 years of age and a other chidren under 20 wi be covered for free 24 hour GP hepine to cover a members of the famiy even if they re not on the poicy Chidren can even be incuded if they re temporariy away from home for exampe, if they re away at university in term time. If there s a new addition to your famiy, your baby wi get up to three months free cover. No caim discount Each member on the poicy has their own no caim discount (NCD). With 15 eves each member s discount increases by one eve each year they don t caim, up to a maximum of 75%. If a member needs to make any new caims, their discount wi remain unchanged if the tota we pay in a year is 250 or ess. If a member makes any new caims that tota more than 250 in the year, their discount wi reduce by three eves. However, the NCD wi never reduce by more than three eves in any one year. Pus if you don t make any caims during your next poicy year, it wi start to buid up again. aviva.co.uk/heath 3

4 Heathier Soutions expained Heathier Soutions gives you the fexibiity to choose the cover containing the benefits you want no more, no ess. This is important not ony for your peace of mind but aso for your pocket. You can choose the options you want from Heathier Soutions to enhance or reduce your cover. By choosing to enhance your cover your premiums wi increase. Heathier Soutions; your options Ways to enhance your cover Psychiatric treatment Denta and optica Other treatment and therapies incuding osteopathy, physiotherapy, chiropractic Protected no caim discount Choice of hospita ists Core cover Ways to reduce your premiums Six week option Reduced out-patient cover 0, 500 or 1,000 imit Choice of excesses ,000 3,000 5,000 Choice of reduced hospita ists 4 Heathier Soutions

5 What ese does Heathier Soutions offer? As we as the peace of mind you d expect from your private heath insurance poicy, we offer you a number of extra benefits to hep you manage your heath and your ifestye. MyHeathCounts Our onine heath and webeing too - heping you to understand your heath and the ifestye choices that impact it. With a Heathier Soutions poicy, you be entited, free of charge, to join MyHeathCounts - designed to give you a better understanding of your current state of heath. Here s how it works: Once you buy a Heathier Soutions poicy, you can register for MyHeathCounts by going to myheathcounts.co.uk. After registering, you wi be required to compete an onine heath questionnaire teing us about your heath and ifestye choices. Based on this information we cacuate your Q score - showing how heathy you are compared to 100 peope who are a the same age, race and gender as you. MyHeathCounts wi then recommend a 12-week heath programme most suited to improving your heath (ranging from physica activity to smoking). It wi aso incude personaised advice and suggestions on how you can improve your heath. By improving your Q score and utimatey your heath, you coud receive a discount of up to 15% on your renewa premium. A Heathier Soutions customers aso have access to Aviva Advantages, which provides excusive heath and webeing offers throughout the year. To find out more, visit aviva.co.uk/advantages. aviva.co.uk/heath 5

6 What ese does Heathier Soutions offer? 24-hour teephone hepines We know that sometimes you or a member of your famiy just can t get to see your doctor, or you re not sure whether or not to bother them with your symptoms. When this is the case, don t spend your time worrying just ca our 24 hour GP hepine, and you be put through to a quaified GP. Or if you just want some genera heathcare information, ike what sort of jabs you need before going on hoiday, then you can aways tak to one of our trained nurses. If you re a itte stressed and just want someone to tak to, whatever the reason, you can ca our stress counseing hepine. Experienced counseors are there for you 24 hours a day, seven days a week (avaiabe if you are aged 16 or over.) Heath and fitness cub discounts Aviva has teamed up with some of the UK s eading heath and fitness cubs, to offer you discounts to hep keep you fit, happy and heathy. Save up to 25% on membership for a range of top UK heath cubs Choose from a nationwide network of heath and fitness cubs Top-notch membership comes with great faciities many of the cubs have a swimming poo. Our network of nationa chain and independent chains are continuay expanding, so visit for further information on our current offers. 6 Heathier Soutions

7 Poicy summary Heathier Soutions what is covered? This is a summary of the Heathier Soutions poicy. It s important that you read this section. Heathier Soutions is an individua private medica insurance poicy, provided by Aviva. This is a summary of the benefits avaiabe for this poicy. Fu terms and conditions are avaiabe on request. You wi be required to compete an appication to determine the fina terms of your poicy. The tabe beow is designed to show at-a-gance what s in Heathier Soutions core cover. Remember, you can aso choose options to upgrade or downgrade your cover. Detais of those options are incuded on the foowing pages. Benefits Notes In-patient or day-patient treatment of acute conditions at a hospita on the Key hospita ist or in an NHS pay-bed. Hospita charges 4 Incuding accommodation, meas, nursing care, drugs and dressings Speciaists fees 4 Up to the imits in our speciaist fee schedue Diagnostic tests 4 Incuding bood tests, X-rays, scans, ECGs Radiotherapy/chemotherapy 4 NHS cash benefits 100 per night Up to 30 nights per person per poicy year Additiona benefits Home nursing 4 Immediatey foowing treatment as an in-patient or day-patient that is covered by the poicy; on speciaist recommendation Private ambuance 4 Parent accommodation when staying with a chid covered by the poicy 4 Chid of 15 or under receiving treatment that is covered by the poicy. One parent ony Hospice donation 70 per day Donation to the hospice; up to 10 days maximum GP referred speech therapy Two sessions Per chid Baby bonus 100 per baby For each baby born to or adopted by a member, subject to a 10 month quaifying period Treatment for compications of pregnancy and chidbirth 4 Subject to a 10 month quaifying period Surgica procedures on the teeth performed in a hospita 4 Limited emergency overseas cover 4 Speciaists fees are covered up to the imits in our fee schedue Limited emergency treatment when temporariy abroad for a period of up to 90 days. This is not trave insurance. Speciaist referred physiotherapy, osteopathy and chiropractic treatment 4 Psychiatric treatment as an out-patient Up to 2,000 GP hepine 4 Unimited number of cas Stress counseing hepine 4 Unimited number of cas (avaiabe to members aged 16 and over) aviva.co.uk/heath 7

8 Poicy summary Benefits Out-patient treatment of acute conditions Notes Consutations with a speciaist 4 Treatment by a speciaist as an out-patient 4 Diagnostic tests 4 Speciaists fees are covered up to the imits in our fee schedue Out-patient CT, MRI or PET scans wi ony be covered at a diagnostic centre recognised by us Pre-admission tests 4 Radiotherapy/chemotherapy 4 Can the poicy be canceed? After your appication is received and accepted by us, you wi receive poicy documents and notice of the right to cance. You wi then have 14 days (known as the cooing-off period) in which to change your mind and cance the poicy. After your poicy has renewed you wi have 14 days in which to change your mind and cance the poicy, running from the first day of your new poicy year. If you decide to cance the poicy, any money you have aready paid during the 14 day cooing off period wi be refunded, provided no caims have been made during this period. What is the duration of the poicy? Your private heath insurance poicy is a one year contract. Prior to your poicy continuing into another year you wi be sent your renewa documentation. You shoud review this information to make sure the cover/poicy remains adequate for your needs. If you decide to cance the poicy, you must notify our Customer Service Department at: Aviva Heath UK Limited, Chiworth House, Hampshire Corporate Park, Tempars Way, Easteigh, Hampshire SO53 3RY. If you decide not to cance the poicy your cover for eigibe treatment wi continue unti the renewa date and we wi continue to coect any appicabe premium. 8 Heathier Soutions

9 Poicy summary Ways to enhance your cover For an additiona cost you can add any of these options to your core cover and enhance the benefits avaiabe from Heathier Soutions. Denta and optica Our core cover aready incudes surgica procedures. This option gives you additiona cover for routine denta treatment. It aso incudes cover for optica expenses. Benefit Amount of cover Other treatment and therapies If you suffer an injury such as whipash or a sports injury, your GP may refer you to an osteopath, acupuncturist, physiotherapist or a chiropractor. Benefit Amount of cover Optica benefit Up to 200 Accidenta denta injury Up to 600 GP referred treatment by physiotherapist, chiropractor, osteopath and acupuncturist. Up to 10 sessions in combined tota Routine denta treatment Up to 300 GP minor surgery Up to 100 per procedure A 50 excess appies separatey to both the optica benefit and routine denta treatment. The 50 excess appies to each person each poicy year. Psychiatric treatment With this option, we give you cover for both in-patient and day-patient treatment if you re diagnosed with a psychiatric condition such as schizophrenia or cinica depression. Benefit Amount of cover In-patient and day-patient accommodation and nursing Upgrade your hospita ist In fu up to 28 days Speciaists fees for in-patient treatment Up to 210 per week We offer you the choice of hospita ist so you can choose one that suits you. Heathier Soutions core cover incudes the Key hospita ist. You can then choose to upgrade to the Extended hospita ist to increase the number of hospitas you can use. Protect your no caim discount (NCD) For a sma additiona premium you can protect your no caim discount. The NCD protection takes effect if you make caims that woud have caused you to drop three eves down the NCD scae. Instead of your NCD reducing, it wi stay at the same eve, but your protection wi be ost. That means the NCD wi appy in the usua way at the foowing renewa. Once you have been caim-free for a year you can ask us to protect your NCD again. If you are switching to us from another insurer, or want to add the protection at a future renewa, you can ony take this option as ong as you: have not had any form of cancer, heart disease or stroke in the ast five years have not had any consutations, diagnostic tests or treatment in the ast 12 months have no consutations, treatment or diagnostic tests pending with a GP, speciaist or hospita, and are not aware of any conditions for which you may need diagnostic tests or treatment in the next six months, whether or not you have consuted a medica practitioner. aviva.co.uk/heath 9

10 Poicy summary Ways to reduce your premiums If reducing your premiums woud hep meet your budget, Heathier Soutions gives you the opportunity to add these cost reducing options to your poicy. Six week option If you choose this option, we wi not pay for in-patient or day-patient treatment, or NHS cash benefit, if the treatment is avaiabe to you on the NHS within six weeks. Shoud you just need out-patient treatment e.g. consutations, tests or an out-patient procedure, this is unaffected by the six week rue, so we wi pay for you to go privatey regardess of the NHS wait. If your out-patient treatment eads to an in-patient or day-patient procedure, then the six week rue wi appy to that procedure. If there is an NHS wait of six weeks or more, there is cover for prompt access to a hospita on your chosen ist. If it s found that you require emergency treatment, you be admitted on the NHS within six weeks therefore treatment wi not be covered by your poicy. Poicy excess Another way to reduce your premiums is to add an excess to your poicy. An excess is an amount, agreed in advance, that you or each person on your poicy pays towards the cost of your caims bi. You can choose from 100, 200, 500, 1,000, 3,000 or 5,000, and the excess ony appies once per person, per poicy year. For exampe, if you choose a 5,000 excess and your treatment in a poicy year costs 10,000, you pay the first 5,000 and we pay the rest. If the treatment carries on into the next poicy year, another excess wi appy, so you wi again pay the first 5,000 of treatment received in that poicy year. If you caim for a benefit that has a imit, and you have not aready paid your excess for that poicy year, the excess wi count towards the benefit imit. So if, for exampe, your excess is 200 and the treatment you are caiming for has a benefit imit of 500, you woud have to pay the first 200 and we woud ony pay up to a further 300 for that benefit in that poicy year. If the treatment you are caiming for has a benefit imit of 200 and your excess is again 200, then you woud have to meet the fu cost yoursef and we woud not pay any caims for that benefit for the remainder of the poicy year. However your excess woud be paid and woud not appy to any other caims in that poicy year. Reduce your hospita ist You can choose the hospita ist that suits you best. In its core cover, Heathier Soutions incudes the Key hospita ist. But you can choose to downgrade to one of the foowing ists: The Signature hospita ist offers private hospitas in Scotand and Northern Ireand ony. The Trust hospita ist incudes mosty private patient units of NHS Trust and Partnership hospitas. Pease note that you must ive within the catchment area of a Trust hospita to quaify for this ist. Reduced out-patient cover You can choose to reduce your out-patient cover to a imit of 0, 500 or 1,000 to ower your premium. A of these options provide cover in fu for CT, MRI and PET scans at a diagnostic centre that we recognise, pre-admission tests and out-patient radiotherapy and chemotherapy treatment. If you choose the 0 option, these wi be the ony out-patient benefits avaiabe on your poicy. If you choose either a 500 or 1,000 imit, the foowing benefits are covered up to your chosen imit per person per poicy year: speciaist consutations diagnostic tests speciaist referred treatment by a physiotherapist, chiropractor, osteopath psychiatric treatment as an out-patient The reduced out-patient imits do not appy to treatment for cancer. If you choose to reduce your out-patient cover to a imit of either 0, 500 or 1,000, we won t appy the imits to cancer treatment received after you have been diagnosed with cancer. Which ever option you choose, the foowing benefits wi be removed from your poicy: Surgica procedures on the teeth, and Treatment for compications of pregnancy and chidbirth whether as an in, day or out-patient, and Emergency overseas cover. 10 Heathier Soutions

11 Poicy summary Heathier Soutions - what is not covered? Heathier Soutions has a number of excusions, athough these may vary sighty depending on the options that you choose. Whichever options you choose, Heathier Soutions does not cover you for: pre-existing conditions (uness we have expressy incuded treatment reating to them). ong term or chronic conditions. This excusion does not appy to treatment for cancer HIV/AIDS and reated conditions treatment for pregnancy or chidbirth, athough depending on the options you choose, some compications are covered provided the mother has been on the poicy for at east ten months diagnostic tests and treatment for infertiity surgica or medica appiances such as neurostimuators (for exampe cochear impants) and crutches charges by a GP, medica practitioner or speciaist for competion of a caim form acohoism, acoho abuse, drug abuse, sovent abuse and other addictive conditions treatment undertaken by a speciaist without GP referra psycho-geriatric conditions kidney diaysis cosmetic treatment (except foowing an accident or surgery for cancer) take-home drugs and dressings professiona sports injuries experimenta treatment (imited benefit may be avaiabe pease contact us) treatment required as a resut of war, terrorism or contamination by radioactivity or chemicas sef inficted injury sexua dysfunction seep disorders and seep probems such as snoring or seep apnoea treatment for warts or verrucas varicose veins of the eg, uness they meet the criteria detaied in the poicy wording weight oss surgery. This is a summary of the excusions on this poicy. Fu terms and conditions are avaiabe on request. You wi be required to compete an appication to determine the fina terms of your poicy. aviva.co.uk/heath 11

12 Poicy summary A summary of cancer cover with Heathier Soutions Our cancer pedge We understand the importance of providing extensive cover and support at every stage of your cancer treatment. Our cancer pedge means we cover the cancer treatment and paiative care you need, as recommended by your speciaist. We aso want to make things as comfortabe as possibe for you foowing your cancer treatment, so we provide extensive cover for your aftercare, incuding consutations with a dietician, as we as money towards prostheses and wigs. The tabes beow provide a summary of the cancer cover avaiabe on Heathier Soutions. Fu terms and conditions are avaiabe on request. If you choose the reduced out-patient cover, the monetary imit for out-patient treatment wi not appy to cancer treatment received after you have been diagnosed with cancer. In-patient and day-patient treatment is covered at a hospita on your hospita ist. If you have the six week option, we do not pay for treatment as an in-patient or day-patient if it is avaiabe on the NHS within six weeks from the date your speciaist recommends it. If you are diagnosed with cancer, this may mean that your treatment wi be avaiabe on the NHS and we wi not pay for most of the treatment that you need. Benefits Hospita charges for surgery and medica admissions 4 Notes Speciaists fees 4 Up to the imits in our speciaist fee schedue NHS cancer cash benefit Post surgery services 4 Radiotherapy and chemotherapy 4 Bisphosphonates (bone strengthening drugs) 4 Treatment prescribed by your speciaist for side effects whie you are receiving chemotherapy or radiotherapy. 100 per day Wig Up to 100 Prosthesis Up to 5,000 4 Extensive cover Our cancer pedge and support We pay 100 a day for treatment received as an in-patient or day-patient, 100 for each day you receive out-patient radiotherapy, chemotherapy or bood transfusions or out-patient surgica procedures. 100 for each day you receive intravenous (IV) chemotherapy at home and 100 for each week you are taking ora chemotherapy at home. You won t be abe to caim more than 100 in any one day Incudes speciaist services immediatey foowing surgery, such as consutations with a dietician or stoma nurse We pay for bisphosphonates when they are being used to treat metastatic bone disease We wi pay towards the cost of a wig if you need one due to hair oss caused by cancer treatment. This is payabe once per member, not per poicy year We wi pay towards the cost of the first externa prosthesis foowing surgery for cancer Stem ce and bone marrow transpants 4 Incudes coection, storage and impantation Monitoring On-going needs, such as reguar repacement of tubes or drains Preventative treatment for cancer End of ife care: In a hospita if it is medicay necessary Donation to a hospice Donation to a registered charity Up to ten years Up to five years per night, up to 10, per day, up to 10,000 Ony if you have aready had treatment for cancer that we have paid for. For exampe, we wi pay for a mastectomy to a heathy breast in the event that you have been diagnosed with cancer in the other breast Each night you are admitted Each day that you are visited at home by one of their nurses. 12 Heathier Soutions

13 Poicy summary Where wi I be covered to have treatment? At a hospita on your ist that we recognise for your treatment and condition. Out-patient CT, MRI and PET scans wi ony be covered at a diagnostic centre recognised by us. At home if your speciaist agrees that this is possibe this wi depend on the treatment that you need. Are diagnostic tests covered? Yes. The poicy wi not pay for genetic tests to see whether you are ikey to get cancer or not. However we wi pay for genomic tests that are needed to see if a particuar treatment is suitabe for you. Wi I be covered for surgery? Wi I be covered for preventative treatment? Yes. We wi pay for surgery to prevent further cancer if you have aready had treatment for cancer that we have paid for for exampe, we wi pay for a mastectomy to a heathy breast in the event that you have been diagnosed with cancer in the other breast, if it s recommended by your speciaist We wi not pay for treatment where you have no symptoms of cancer, for exampe where you have a strong famiy history of cancer. What drug treatment is covered? We cover in fu: Chemotherapy drugs used to destroy cancer ces. Targeted therapy and bioogica therapy. Bisphosphonates drugs used to strengthen bones. We wi aso pay for treatment that you need to dea with side effects whie you are having chemotherapy or radiotherapy, such as anti-sickness drugs and antibiotics. We wi pay for hormone therapy ony if you need it to shrink a tumour before you have surgery or radiotherapy. Hormone treatment is not covered by the poicy at any other time. Your GP wi be abe to prescribe this or administer it. Is radiotherapy covered? Wi I be covered for paiative care? Wi I be covered for end of ife care? Yes. Yes, there is no time imit on our cancer cover so we wi continue to provide cover at every stage of the disease. Yes. We wi pay for end of ife care in hospita if it is medicay necessary If you are admitted to a hospice we wi make a donation to the hospice. We wi aso make a donation to a registered charity if you stay at home and are visited by a nurse from that charity. aviva.co.uk/heath 13

14 Poicy summary Wi I be covered for routine monitoring when treatment has fnished? Yes, for up to ten years after your treatment has fnished. We do not pay for monitoring after treatment for non-meanoma skin cancer. If you have any ongoing medica needs, such as reguar repacement of tubes or drains, we wi pay for up to fve years after your treatment for cancer has fnished. Are there any other imits on cover? If you have experimenta treatment, we wi pay the equivaent cost of the estabished treatment that woud usuay be given for your condition. If there is no equivaent treatment, we wi not cover any of the costs of the experimenta treatment If a drug is icensed, but not for the type of cancer that you have, we wi assess your case and if there is cinica evidence to show it is appropriate for your condition, we wi pay in fu. What other benefts and services are avaiabe? Foowing surgery, we wi cover a number of different speciaist services that you may need, such as consutations with a dietician or a stoma nurse. We wi contribute up to 5,000 towards the cost of an externa prosthesis foowing surgery for cancer. We wi pay up to 100 towards the cost of a wig if you need one due to hair oss caused by cancer treatment. We wi pay for stem ce and bone marrow transpants, incuding the coection, storage and impantation. NHS cancer cash benefit for treatment that woud have been covered by the poicy we wi pay 100 for in-patient or day-patient treatment for cancer; out-patient radiotherapy, chemotherapy, bood transfusions or surgica procedures; 100 per day for intravenous chemotherapy at home and 100 per week if you are taking ora chemotherapy drugs at home. You cannot caim more than 100 per day. 14 Heathier Soutions

15 Heathier Soutions underwriting Heath insurance is designed to cover new and unexpected medica conditions. Heathier Soutions offers a choice of underwriting options. Fu Medica Underwriting This means we ask you questions about your past heath and any pre-existing conditions and reated conditions wi be excuded uness we agree to accept them. Moratorium Instead of fiing out a heath questionnaire, an automatic excusion appies. We do not cover treatment of any pre-existing condition, or any reated conditions, if you have had: symptoms medication treatment diagnostic tests advice reating to that condition in the five years before you join the poicy. However, we wi cover a pre-existing condition if you do not have: medication diagnostic tests treatment advice Continued Medica Excusions You can appy for Heathier Soutions on this basis if you are transferring from an existing fuy medicay underwritten medica insurance pan. We wi appy the same persona medica excusions to your Heathier Soutions poicy that were appied to your previous pan. No new persona medica excusions wi be added. Continued Moratorium You can appy for Heathier Soutions on this basis if you are transferring from an existing pan which is written on a moratorium basis. We appy our moratorium wording with effect from the commencement date of your existing poicy. Switch Criteria If you are switching on continued underwriting terms from another provider you wi need to sign a decaration stating you have not had any treatment, tests or consutations for the ast 12 months. You wi aso need to confirm that there are no treatments, tests or consutations pending. reating to that condition during a continuous two year period after you join the poicy. aviva.co.uk/heath 15

16 Your questions answered If you have any cause for compaint Our aim is to provide a first cass standard of service to our customers, and to do everything we can to ensure you are satisfied. However, if you ever fee we have faen short of this standard and you have cause to make a compaint, pease et us know. Our contact detais are: Aviva Heath UK Ltd Compaints Department PO Box 540 Easteigh SO50 0ET Teephone: E-mai: We have every reason to beieve that you wi be totay satisfied with your Aviva poicy, and with our service. It is very rare that matters cannot be resoved amicaby. However, if you are sti unhappy with the outcome after we have investigated it for you and you fee that there is additiona information that shoud be considered, you shoud et us have that information as soon as possibe so that we can review it. If you disagree with our response or if we have not repied within eight weeks, you may be abe to take your case to the Financia Ombudsman Service to investigate. Their contact detais are: The Financia Ombudsman Service Exchange Tower London E14 9SR Teephone: or E-mai: Website: Pease note that the Financia Ombudsman Service wi ony consider your compaint if you have given us the opportunity to resove the matter first. Making a compaint to the Ombudsman wi not affect your ega rights. The Financia Services Compensation Scheme (FSCS) We are covered by the FSCS. You may be entited to compensation from the FSCS if we become insovent and cannot meet our obigations. This depends on the type of business and the circumstances of the caim. Where you are entited to caim, insurance advising and arranging is covered for 90% of the caim, with no upper imit. Further information about compensation scheme arrangements is avaiabe from: Financia Services Compensation Scheme 10th Foor, Beaufort House 15 St Botoph Street London EC3A 7QU Website: Teephone: Q. Wi the premiums go up? We review premiums annuay to refect the overa cost of caims and medica infation. This can be infuenced by factors such as the avaiabiity of new treatments and medica technoogies. In addition, Heathier Soutions poicies are priced using age bands, refecting the fact that peope are more ikey to caim as they get oder. The age bands are 0-16, then every year unti 80+. This means that you coud see an age-reated increase, in addition to the genera review. Any caims you make wi aso affect the eve of no caim discount (NCD) that you receive. You wi be notified of any changes prior to your annua renewa. 16 Heathier Soutions

17 Q. Can I make changes to my cover once I ve taken it out? Depending on your poicy and our avaiabe product range, you may be abe to increase or decrease your cover. We can do this during your 14-day cooing-off period or at your next renewa, subject to underwriter approva. Q. What do I commit to doing when I sign the appication form? You agree to the decaration you have signed on the appication form and the information the appication form contains. You aso agree to the poicy terms and conditions, and to obtain authorisation from us before incurring medica costs and other charges. A poicies are for a one year period. Q. What are our fee guideines for speciaists? Our guideines are based on factors such as the compexity and duration of each medica procedure, and ceary state the maximum amount we pay for speciaists fees. If your speciaist charges outside these guideines, your caim wi not be met in fu. As this means you woud be iabe for any shortfa, we do advise you to contact us prior to incurring any costs with a speciaist. Q. What coud go wrong? Q. Is there an overa maximum amount that can be caimed in any one year? No. With Heathier Soutions there is no imit to the number of times you can make eigibe caims in any poicy year, and there is no maximum annua amount or ceiing to your caims for eigibe private treatment at a hospita on your chosen hospita ist. There are however imits to specific benefits. Any caims you make wi aso affect the eve of no caim discount (NCD) that you receive. You wi be notified of any changes prior to your annua renewa. However, don t forget that some caims do not affect your no caim discount. Fu detais are given in the terms and conditions. Q. How can I pay? You have a choice of payment method: annuay by Direct Debit or credit card monthy by Direct Debit or credit card which is an easy and convenient way to spread the cost over the year. Q. How is my premium cacuated? The premium you pay is based on the foowing variabes; your age, the postcode where you ive, pus the benefit options you have chosen. When switching from another provider, your caims history may aso affect the premium you pay. If you don t provide a the information which is ikey to infuence the acceptance of your appication, your poicy may be invaid. If you fai to pay your premiums when they are due, your entitement to benefits wi end. If you don t obtain authorisation from us before incurring medica costs and other charges you wi have to pay these yoursef if you ater find out they are not a benefit on your poicy. aviva.co.uk/heath 17

18 Providing the hep and support you expect Poicy advice We re here to hep. If you need more information on your poicy or want to make a caim, just pick up the phone and ca a member of our customer service hepine. The teephone number wi be printed on your membership card. You find professiona and friendy service avaiabe a week - even during the evenings and at weekends. When you ca, it woud be hepfu if you coud et us know your poicy number - we can then answer your questions more prompty. Speciaist fee guideines We want to contain caim costs wherever possibe, to minimise the impact on our poicyhoders premiums. But because medica technoogy and equipment is becoming more advanced, more caims are being made each year. So we aim to manage the costs arising from these caims according to a frequenty-reviewed set of guideines. We beieve these guideines refect reasonabe rates of remuneration for the procedures isted, and show the maximum amount we wi pay. To view our fee guideines visit aviva.co.uk/pmifees. Making a caim If you need to visit a speciaist, pease ask your GP to refer you to a speciaist working from a hospita on your hospita ist. It may be usefu to take your hospita ist with you, when you first visit your GP. As soon as you are referred to a speciaist, you shoud ca the customer service hepine. Our team wi: Expain what happens at every stage of the caims process. Assess your caim and, where possibe, authorise it there and then over the phone. If that s not possibe, we send you a caim form. Just et us know if you need hep to compete it. Sette caims directy with the hospita once your course of treatment has finished. To make a caim ca Cas to and from Aviva may be monitored and/or recorded. 18 Heathier Soutions

19 What ese you need to know Language This document and a future documents and etters wi be written in Engish. About Aviva The Financia Conduct Authority is an independent watchdog that reguates financia services. It requires us to give you this document. Use this information to decide if our services are right for you. Aviva Heath UK Limited, Chiworth House, Hampshire Corporate Park, Tempars Way, Easteigh, Hampshire, S053 3RY. Authorised by the Prudentia Reguation Authority and reguated by the Financia Conduct Authority and the Prudentia Reguation Authority. Firm Reference Number Our permitted business is advising on, arranging and administering genera insurance and pure protection contracts. You may check this on the FCA s website or by contacting the FCA on Aviva Heath UK Limited is a whoy owned subsidiary of Aviva Pc, which incudes a number of insurers within its group. Aviva Heath UK Limited offers a range of products from Aviva. You may have your own financia adviser who wi provide you with information about their permitted business and the range of products they offer. You ony need to pay the premium. Otherwise, you do not have to pay us for our services to you. aviva.co.uk/heath 19

20 Choose Heathier Soutions today Buying a Heathier Soutions poicy is easy, so you and your famiy can start enjoying the peace of mind that private heath insurance can bring. Here s what to do next: In order to obtain an iustration of your Heathier Soutions premium speak to your insurance adviser or ca us on Advice given on this number wi ony reate to Aviva Heath UK Ltd products. If you are happy with the iustration provided you wi then be asked to compete an appication form. Detais you suppy may be processed in order to te you from time to time (by post, teephone, emai, fax or other means) about products or services which may be of interest from Aviva Group and connected providers. Any person not wishing to receive such contact may write to: Aviva, FREEPOST, Maiing Excusion Team, PO Box 6412, Derby, DE1 1SB. If you are deaf or hard of hearing and have a textphone, you may ca us free of charge via BT Typetak on As soon as your appication is accepted by us, you wi be covered and we wi send you your wecome information and poicy schedue. Pease note you wi have 14 days after your poicy begins to change your mind and cance the poicy. Cas and emais to and from Aviva may be monitored and/or recorded. 20 Heathier Soutions

21 Notes aviva.co.uk/heath 21

22 Notes 22 Heathier Soutions

23 Notes aviva.co.uk/heath 23

24 Braie, arge font, audio materia You can order our iterature in Braie, arge font or audio. Just ca or emai and te us: the format you want your name and address the name or code of the document. The code is usuay in the bottom eft hand corner on the back of most documents. The Customer Ca Centre is open Monday to Friday, 8 am to 8 pm, and Saturday from 8.30 am to 5 pm. Aviva Heath UK Limited. Registered in Engand Number Registered Office 8 Surrey Street Norwich NR1 3NG. Authorised and reguated by the Financia Conduct Authority. Firm Reference Number This insurance is underwritten by Aviva Insurance Limited. Registered in Scotand, No Registered Office: Pitheavis, Perth, PH2 0NH. Authorised and reguated by the Financia Conduct Authority. Firm reference number Aviva Heath UK Limited, Head Office: Chiworth House, Hampshire Corporate Park, Tempars Way, Easteigh, Hampshire, SO53 3RY. GEN /2015 (S) Aviva pc

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