We’re committed to offering products that offer value and appropriate support for your clients during this period of uncertainty. That’s why we’re continually monitoring the situation so that we can amend the support we offer or provide additional clarity and reassurance to your clients when appropriate.

COVID-19 Pledge

Since we published our COVID-Pledge in May 2020, and in line with the guidance from the Financial Conduct Authority (FCA) published in June and reviewed in October, we have undertaken an in-depth analysis of the impact of COVID-19 on product value – reviewing the levels of claims we’ve received to date versus what we’d have anticipated to receive during this period. This process has validated that our COVID-19 Pledge is still the most appropriate means to protect our customers.

You can find a copy of our COVID-19 Pledge here

Extension to our excess waiver

We’re pleased to confirm that we’re extending the excess waiver introduced in July this year for your clients renewing between 1 July 2020 to 31 November 2020 to include clients renewing during December 2020 and January 2021. We will also be extending the cut-off date for bills received from 31 January 2021 to 31 March 2021.

You can find full details in this Q&A

Clients experiencing financial hardship

We appreciate that your clients may still be experiencing financial hardship due to COVID-19. That’s why we’re continuing to work with you to identify appropriate solutions for your consumer clients.

Specially trained teams to help your clients access safe treatment

Last week it was announced that the private healthcare sector would continue to support the NHS until 31 March 2021.

While a proportion of private sector resource is still available to support the NHS during this time, many facilities have introduced measures such as extending opening times (including at weekends) to enable them to see private patients more quickly.

Back in the spring when the pandemic first hit we introduced a specially trained team to help guide your clients to appropriate, safe treatment. This specialist training has now been rolled out to everyone, giving your clients the reassurance that they’ll get expert support when they need it most. Our claims advisers can also book appointments at hospitals and, if available, directly into the Consultant’s diary. These activities are overseen by our in-house clinical experts.

As the number of hospital admissions for COVID-19 continues to change, we’re generally seeing an increase in the number of claims from customers. Assuming the virus and hospital admissions continue to be controlled – particularly now that the roll-out of the vaccine has started – we expect to see claims steadily rise over the coming weeks and months. So, our key message to clients is to seek medical attention and start a claim if they need to.

Find out more about how we’re helping your clients access safe, appropriate treatment here.

Here’s a reminder of some of the other support we’re offering your clients during this time:

  • We’re funding PCR tests for customers who are about to undergo private medical treatment to help protect them and their medical team. We’ll also pay for antibody and PCR testing as part of a diagnosis process if the specialist recommends it.
  • We launched an enhanced Aviva Digital GP service during lockdown – to date we have 70,000 customers registered and we are providing an average 5,000 customers a month with private GP appointments.
  • We’re working with our suppliers to ensure that services such as counselling, physiotherapy and consultations can be delivered virtually – and in some cases on a face-to-face basis – in a safe and secure way.
  • We clarified that the existing NHS cash benefit is available for any customers hospitalised as a result of COVID-19.
  • We’ve developed a new range of health and wellbeing content to support your clients as a result of COVID-19.

We’ll continue to monitor the situation, review our current approach and introduce new solutions in response to the pandemic wherever we can to keep supporting your clients during these uncertain times.

If you have any questions, please speak to your usual Aviva Account Manager.

We hope you stay safe and well.