Aviva Health Insurance

AVOID at all costs.

Their service times are woeful and they fail to meet their own SLA’s on any communication. To get through on the phone can take hours! Emails don’t get a response at all or it takes weeks. Staff dont follow up as agreed and they make inadequate system notes meaning you constantly have to repeat communications which takes hours of YOUR time not theirs.

Everything is geared to refute and block patients claims and maximise their profit. We have been with Vitality and AXA and had much much better experiences.

Definitely don’t believe the published service offerings and processes. Should have been offered a choice of 5 facilities we were offered 1 and 3 consultants. 2 were uncontactable and 1 didn’t work there any longer. Basically they choose where you go even if you have many nearer facilities with similar or even the same consultants.

I wish i had read the serviced reviews before buying our policy! We will now move elsewhere at the earliest opportunity.

My first claim a year ago took longer than the same NHS time. I complained and nothing came from it.

This time , I have been trying to make a claim for well over a month, they then disputed the claim, I obtained a new referral to prove this was not a previous non recorded condition , this was two weeks ago - they then sent me authorisation form for me to sign so that they could obtain more information from my GP, this was two weeks ago and still Aviva have not contacted my GP for the information. I have emailed countless times to obtain progress report, I even sent an official complaint brought he website a week ago, and still no response !

Today currently I have been holding on the phone for 1 hour , and now I am online on the chat facility , guess what ? No one there either!

I have this procedure request going through NHS and they are going to get me booked in for June with local anaesthetic, I want this procedure under general hence why I’m attempting to go private. I had an op’ last year and the same op was arranged quicker through NHS than with Aviva and it seems to be happening again this time, totally unacceptable, and I am paying £135 per month! Makes me feel like an idiot to be honest

I am going to cancel my policy

Let me describe to you what kind of business aviva is. Imagine NHS with way more difficult access to even someone to talk about your issue, plus you'd pay for that. Finally, they say go claim on our app which doesn't work if you have android. It looks to me more like a sham than a business as I didn't see any services at all. NHS looks to me a very good deal after dealing with them.

Lack of transparency about costs, highly inflated treatment prices, horrible customer service. Be smart, stay away!

I have been waiting for over one year to simply have an appointment at a private hospital. They bombard you with things to do before you’re able to be seen such as getting a referral and then that has to be approved with Aviva etc. They over complicate the referral process and give you a different answer for every question. Each time you think something is done they make you restart the whole process and elongate the situation to keep making you pay. I have been with Aviva for a year nearly and haven’t managed to have a SINGLE appointment. Absolutely atrocious customer service and absolute thrives.

Wanted some preemptive counselling for my nine year old. They talked me round in circles and did absolutely everything they could not to help the child. Absolutely disgusted by them. Have left immediately. I just want health security for my family and am willing to pay yet I've just spent hours on the phone fighting for my daughter to no avail. Worse support that the poor NHS. At least the NHS Has its heart in the right place. I repeat: disgusting.

Absolutely terrible company.

From the first phone call they are not interested in helping you , just looking for excuses why not to cover you .

We chose to cover absolutely everything, including optical @ dental work .

I tried to make a small claim as one of the virtual doctors had told me that I needed to see a specialist & they would not cover the cost . The reason was that we had not been paying in for over six months .

I have been left speechless at my experience with this company and will be complaining & cancelling the policy.

All Claims have been met to our satisfaction and beyond

From The minute you call their customer service to start a claim, they are trying to catch you out and hope you will stay something which will get them to avoid supporting your claim. They are primarily a business, they have no empathy or desire to help you in a nurturing way. All they are trying to do is catch you out and therefore deny your claim. We have had medical insurance for over 20 years and this is the first time we have come across this. They embroil you in non-stop, delay tactics and paperwork Which takes time, in the hope that you give up. We will be cancelling our policy as soon as we can, and then making a formal complaint to the financial ombudsman.

Joined AVIVA health insurance plan in Jan 2019, completed all paperwork and permission for them to gain my medical records.

Made a claim in March for something very small but still in process of them trying to confirm with my doctor.

Launched a complaint which takes 6 weeks!

Looking to cancel my plan.