Welcome
We recognise that your role as group administrator for your company’s private medical insurance scheme is an important one.
You will be helping make sure that everything runs smoothly and that your members are aware of all benefits they are entitled to. You are the contact for any day to day issues that your members may have.
We appreciate that the group administrator role is just one of many responsibilities your job may entail, so to make it easier we have developed Group HealthZone. This contains all the information you need for the smooth management of your healthcare scheme, as well as help and advice you may need from time to time.
A summary of your responsibilities
As group administrator you are responsible for:
- Stressing the importance to your group members of reading all their policy documentation to see what they're covered for. For schemes covering 2–99 employees this can be found in their group member booklet and policy schedule. Larger schemes will find this information in their member guide and cover guide containing the policy summary
- Letting your members know what options your company has chosen for your policy
- Drawing your members’ attention to the underwriting applied to their policy
- Advising your members of the terms and conditions as described in their copy of the group member booklet/member guide and the policy wording of which you will have a copy
- Arranging for payment of the premiums
- Advising Aviva when a member joins or leaves the scheme.
Healthpoint
At Aviva we’ve always worked hard to develop a range of health and protection solutions. They’re designed to put your needs first, whilst giving you value for money and peace of mind. Healthpoint is just one of these innovations.
What is Healthpoint?
Healthpoint is our online service, which helps you manage and control your scheme’s membership, and access information relating to your scheme.
Healthpoint is available to Experience Rated private medical schemes (predominantly covering 100 or more employees) with medical history disregarded or new moratorium underwriting. If your scheme is Fully Medically Underwritten you can use Healthpoint, although you will be limited to making admin changes to existing users.
How will Healthpoint help you?
The services described below are currently available on the system with the possibility to add more services in the future to give further benefits to you.
Member management
This will enable you, as the group administrator, to manage the staff membership of your private medical scheme.
- Make real-time changes to current records
- Add new members or remove members as required.
Membership reporting
This allows you to segment membership in a variety of ways and produce a range of static PDF reports. There are three reports available for download:
- A membership list of all active/cancelled members
- Monthly activity reports showing you the changes made to your policy that month
- Monthly claims history reports showing what’s been paid out
Additional features
- The option of high level claims reporting
- A range of supporting features, such as FAQs
Healthpoint adviser team
0800 145 5675 (option 2)
Lines are open Mon–Fri, 9.00am – 5.00pm (excluding Bank Holidays)
Calls to and from Aviva may be monitored and/or recorded
Or email: membership@aviva.com
Who to contact
If you have arranged your scheme via an intermediary please contact them in the first instance.
Schemes with Age Rated underwriting (predominantly schemes with 2-99 members) Show more Show less
Our direct customers have access to the customer management team (CMT), who are here to make things as easy as possible for you —from answering any questions you may have, to making sure your company’s scheme is running smoothly and that you’re in possession of all the facts you need.
The team:
- Answers any queries you might have regarding your company’s policy, cover or premium
- Makes sure you know about all the additional benefits contained in the policy
- Reminds you when it’s time to renew — and checks all your details are still correct
- Looks at ways we can keep premiums competitive
- Helps you add any new starters to your policy
- Informs you of any important policy changes
Customer management team on 0800 015 1080
Calls may be monitored and/or recorded
Making a claim
If one of your members needs to make a claim they should contact our customer services team.
Customer services team on 0800 158 3333
Calls may be monitored and/or recorded
8.00am – 6.30pm Monday to Friday
9.00am – 1.00pm Saturday
Remember we are here to help. If you or any of your members have a query, just pick up the phone and call us.
Schemes with Experience Rated underwriting (predominantly schemes with 100 or more members) Show more Show less
The corporate relationship management (CRM) team is our customer service based team supporting group administrators. They deal with your intermediary, sales consultant and our claims team to help ensure you and your members receive the best possible service.
The team:
- Ensures that new members are added correctly and any changes are accurate. Changes requested by either your intermediary or yourself will be actioned within five business days of the request
- Owns member audits, and liaises with relevant departments to ensure the data is accurate
- Discusses key policy details and resolves any queries
- Builds and maintains a relationship with you.
Corporate relationship management
Tel: +44 (0)800 142 2419
Fax: +44 (0) 2380 378 197
Email: hccrm@aviva.co.uk
8.00am - 6.30pm Monday to Friday
9.00am - 1.00pm Saturday
Calls may be monitored and/or recorded
Remember we are here to help. If you have a query, just pick up the phone or email us.
Continued cover for members leaving your company scheme Show more Show less
If a member leaves your company, they may wish to continue cover on an individual basis. If so, please pass on the below details for the Aviva Health Individual Sales team to discuss their options. This team has a wealth of knowledge ensuring expert advice is on hand.
The Aviva Health Individual Sales team can:
- Talk through the alternatives available and explain things in simple terms
- Explain any differences between hospital facilities
- Discuss any queries regarding premiums.
We recommend all scheme leavers take advantage of this excellent service. Time limits for individual quotes and applications may apply; please see your policy terms and conditions or contact us for more information.
Aviva Health Individual Sales team – 0800 158 2147
8.00am - 6.30pm Monday to Friday
9.00am - 1.00pm Saturday
Calls may be monitored and/or recorded.
Cause for complaint
Our aim is to do everything we can to ensure you're satisfied. However, if you ever feel our service has fallen short and you've cause to make a complaint, please let us know.
Our contact details Show more Show less
Aviva Health UK Ltd
Complaints Department
PO Box 540
Eastleigh
SO50 0ET
Telephone: 0800 051 7501
E-mail: hcqs@aviva.com
Calls to and from Aviva may be monitored and/or recorded.
We've every reason to believe that you'll be totally satisfied with your Aviva policy, and with our service. It's very rare that matters cannot be resolved amicably. However, if you're still unhappy with the outcome after we've investigated it for you and you feel that there is additional information that should be considered, you should let us have that information as soon as possible so that we can review it. If you disagree with our response or if we've not replied within eight weeks, you may be able to take your case to the Financial Ombudsman Service to investigate. Their contact details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service will only consider your complaint if you've given us the opportunity to resolve the matter first. Making a complaint to the Ombudsman will not affect your legal rights.