Aviva Health Insurance Reviews

Click here if this is your business
Aviva Health Insurance
★☆☆☆☆
1.4
12.0% of users recommend this
Click here if this is your business
  • Customer service

  • Value For Money

Summary

Norwich Union Health insurance is now known as Aviva Health insurance in the UK.


? Ask our helpful community of experts about this product or company
Aviva Health Insurance - Ask a question now

Media Gallery for Aviva Health Insurance

Refine your search

Latest Reviews

“Soul destroying lack of service!”

★☆☆☆☆

written by Sjrzx7r on 31/05/2023

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 3 0

“Terrible ”

★☆☆☆☆

written by Robinthomas1111 on 15/05/2023

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

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 0

“Let me describe to you what kind of business aviva is....”

★☆☆☆☆

written by tomas86 on 05/10/2022

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 0

“Appaling”

★☆☆☆☆

written by BrodieHoover on 13/06/2022

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

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 0

“Don’t waste your money and time!”

★☆☆☆☆

written by HassanClarke314 on 25/05/2022

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Disgusting and immoral”

★☆☆☆☆

written by KaylahBoyle207 on 18/05/2022

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Tomas86's Comment

Written on: 05/10/2022

Exactly, in comparison to aviva NHS looks overpriced (even if it's free) so what does that tells...

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 1

“Avoid at all cost”

★☆☆☆☆

written by ADOBrien on 03/08/2021

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Nsno's Response to ADOBrien's Review

Written on: 14/12/2021

Same problem here, looking for any excuse to cancel my claim. have paid premiums for over two years and I am being fobbed off with any excuse by them not to honour my claim. do not take a policy up with these people.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 4 0

“Excellent and Helpful Staff, wide cover”

★★★★★

written by apMcManus1979 on 06/05/2021

All Claims have been met to our satisfaction and beyond

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 1

“Terrible avoid at all cost ”

★☆☆☆☆

written by Maritza232 on 03/08/2020

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 11 1

“Terrible experience”

★☆☆☆☆

written by samiul27 on 15/04/2019

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.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 12 0

“Made to feel like a fraudulent claimant ”

★☆☆☆☆

written by ThaliaLancaster on 20/02/2019

First phone call to Aviva for advice how to get seen through my policy for my foot. The female call taker called Cathy Detledge made me feel like I was a fraudulent claimant. Kept repeating like a robot when did i notice systems. Policy taken out in September 2018 I was seen on NHS January 2019 apparently i must have had symptons before this therefore do not qualify for cover. I said i wasnt diagnoised until December but no insisted i would have had symptons before this. Don't waste your money they have lovely brochures etc write words that make you think wow but are dishonest take your money and will question you like a lawyer putting words into your mouth so they can turn around and say no you cant claim!

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 8 0

“AVOID!!! Aviva failed my 21 year old daughter...”

★☆☆☆☆

written by Bartonuu269 on 09/12/2017

As a mother i purchased private medical insurance for my daughters (aged 21 and 19 years). My daughter becomes very ill and when I contacted Aviva for their expert and proficient support I have met nothing but obstacles and bureaucracy. I can only describe my experience as appalling... My daughter needs specialised management and as a young lady she was in perfect health prior to developing a bleeding disorder; but Aviva have tried every trick in the book to delay and abstain from supporting my child. After 3 weeks of telephoning them; they are still waiting on her medical notes as they want to look to see if she ever had a blood test for this deficiency; which she didn't! My GP said let them get her notes... they will support her claim... So Aviva my daughter was in hospital again, needed medical intervention to manage her symptoms as you still wait to get her medical notes. So to prospective customer - is Aviva flexible - definitely NOT! Is Aviva client orientated.... definitely NOT! I am so disgusted and broken that Ive paid these instalments and for what.... ?! My daughter continues to suffer, we are on an urgent list for a endoscopy via the NHS; I do think we will get this before AVIVA ever make a decision. Aviva are a business - oh yes I know and their interests are priority. Spend your hard earned cash elsewhere with another PMI firm.... Your health is without doubt priceless...so don't place it in the hands of heartless cashiers.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 16 1

“SAVE YOUR MONEY”

★☆☆☆☆

written by Artthur on 22/08/2017

My family and I have been with AVIVA for a large number of years since HSBC transferred their private medical insurance to them. In all this time since the transfer we have never been happy with the service received. Every time I phoned notifying them that either my wife or myself needed to seek medical treatment I was informed it was a new claim and we would loose a considerable part of our no claims. Luckily I keep meticulous records and could find dates and the reference numbers and codes required. It was always a nightmare every time. We have been paying considerable premiums each year and are frightened to claim because of the increase we would have to pay the following year it alway appeared that AVIVA was trying to claim back what they had paid out. Each year saw increases way above inflation and when we query these increases we get a different answer every year. My wife and I are now of the age when we feel we might need to make a future claim but know if we do the following year it will be well out of our reach. We were paying nearly £10,000.00 a year and after talking to other individuals like ourselves they informed us they came out of their medical scheme and put their premium aside. We have now decided to do the same, furthermore having read AVIVA reviews I wish we had done it sooner. We will certainly be directing other individuals we know to read these reviews. We have recently had to use the NHS and have found the service very good. Do not bother with AVIVA, save your premiums and go private if and when you feel it is needed from the money you have saved.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Lifeless's Response to Artthur's Review

Written on: 27/09/2017

Totally agree with you we decided to change Health Insurers 2 years ago to go with Aviva in that short time it has increased to £6,500 if either of us make a claim this year it will go up by another £2,000

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 9 1

“dreadful cheat and liars”

★☆☆☆☆

written by Angie473 on 04/08/2017

they are so awful to deal with. they have a system where everything has to be assessed by people with no skills called their nuffield department. I have numerous broken shattered bones in my front and back and my consultant has said physio is the only thing that can make a difference. I had to pay for my own surgery and their nuffield people say I do not need the physio. this is after a year of run arounds, after which I am left with nothing. We pay for all our employees and they say they get nothing covered although we are on the top level in the scheme. Wee have used insurancencompanies over the years and they have been a joy to work with but these I would say do not go near. If we could get our money back and go elsewhere we would, and we will.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 6 0

“Treated like a criminal!”

★☆☆☆☆

written by Kidd1994 on 27/07/2017

I've had medical insurance with Aviva for the last two years. I rung them for the first time as I needed to see a dermatologist. I soon realised that there will be zero chance of Aviva granting my claim as the SHARK on the other side of the line was throwing every trick in the book at me - clearly well trained... I cannot describe my disgust with this awful company. These people are supposed to help you when in need, instead they treated me like a criminal and was not interested in helping me at all! I am speechless, I honestly am.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 5 0

“Terrible Company”

★☆☆☆☆

written by yoVogel308 on 17/06/2017

Making a claim is horrendous. They will quiz you to try to find anything that might give them a way to not pay. They require you to pay for any referrals and to also run around to get all the proof of your history and they won't reimburse you if they decide your claim is not valid. Stay away. They shouldn't be allowed to carry on trading.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Mdjongh's Comment

Written on: 27/07/2017

I just went through exactly the same experience. I am utterly disgusted that I have been paying these people for the last 2 years and I will clearly never, ever, reap any benefit from this. Horrendous!

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 5 0

“Steer Clear”

★☆☆☆☆

written by Meadowsqm22 on 01/06/2017

Have had Company schemes with Pru Health ( now Vitality Health ) and BUPA which were excellent. My company now has the Guide-well policy from Aviva. When I tried to arrange a consultant surgeon for my operation I was told the approved ones in my area had to be used despite all three having never completed the surgery I was booked in for. The consultant I eventually used ( and who is on their list) was far from where I lived - despite their documentation clearly stating "We’ll aim to locate a specialist and hospital appropriate for your medical needs within a 25 mile radius of your 'chosen' postcode. So had to self pay Avoid - they are so unhelpful. The so called expects on the phone ( who try to discourage and disprove the nature of your injury, despite Dr's recommendation to see specialists) are no more recently qualified physio's

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 4 0

“No cover provided as less than 6 weeks on NHS”

★☆☆☆☆

written by on 11/05/2017

I've been part of a company scheme with Aviva health for 5 years. So a lot of premiums paid for me, my wife and two young children. Tried to use the policy for the first time today. 1. 30 minutes to get through on the phone 2. Insurance turned down. It seems my company paid for the cheap policy Optima that seems to have multiple clauses not to pay out for any reason. 1. My local NHS can offer treatment in 5.5 weeks. The policy only kicks in for treatments if the waiting list is over 6 weeks. 2. There are multiple weasel phrases that state they can consider any case chronic at their decision and then they do not pay out. I saw multiple reviews with people complaining on this - I didn't get this far as the treatment on NHS can be in just less than the 6 weeks. This was not made clear to me when I signed up. It's int he T&C that they have in the background. Buyer beware. I'm going to court to get my 5 years's payments back. Not a small amount. I'd gone for the private medical insurance for quick treatment and also to avoid higher infection rates at NHS, and a more comfortable room/service. My local NHS hospital has KPIs 10 to 20% lower than national average for food hygiene, ward cleanliness and other points. So I am disgusted. It's the first time I've got this upset in 20 years. My wife's operation will mean she's out of action for 6 to 8 weeks. The delay is pushing this into a date when we will also now need to cancel a holiday we'd booked and we'll lose the deposit. We didn't know about the health issue when the holiday was booked. The travel insurance will only cover us for amounts above the deposit which is the same as the excess. These policies must talk to each other..... I read an article from 2010 online where the person at Aviva who came up with that rule was interviewed on this policy. They sold it as an added value!!! I just hope they don't fall into the same trap themselves or his partner would be leaving them. Although I would assume they would use another policy as this one is not worth the paper it's written on.... As far as I can tell it's only valid for issues where the waiting time is over 6 weeks for an NHS operation, and it's not a serious issue. For these health issues for the time I've had the insurance it would be cheaper just to go private without insurance. There are also multiple conditions it's not valid for. I think it would be easier for them just to say what it does cover. I thank this website for having a space for me to rant. Aviva were not interested. They said they would call back with more information but they didn't.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 4 2

“Awful. First time I came to use the policy got...”

★☆☆☆☆

written by Davis463 on 07/05/2017

Awful. First time I came to use the policy got through to a highly trained skilled calls adviser trained to extract any possible information whereby treatment could be refused using one of the 100s of exclusion clauses you will find in the policy. The pre existing medical conditions clause is an absolute farce refusing treatment based on any ailment you may have suffered during the last year's which is cleverly linked by the claims handler to the condition you are now trying to claim fir. An absolute waste of money.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 2 1

“Terrible Service”

★☆☆☆☆

written by 364Finnegan on 24/04/2017

I have had health insurance through this Company for many years. Originally via my Employer and subsequently since Retirement. I have a large excess on my policy and up until the present time - over 10 years - all of my claims have been below this. My Husband was included on my policy and had a fairly major operation. Which he could have had under the NHS with exactly the same surgeon who did his 'paid for procedure'. For all experiences I have had with this Company whether above or below the excess the experience of logging a claim has been fraught with difficulty. The customer service staff that I have dealt with have without exception lacked any sort of empathy and notwithstanding that all of the claims have eventually been validated - for my husband above the excess and for myself below the excess - there has been a ' computer say no' attitude. In the instance of my husband he was almost literally being wheeled into the operating room and I was still waiting for the formal agreement. The stress of making any sort of a claim has been horrendous. I have now cancelled my cover. In conclusion our National Health Service is wonderful and if something goes seriously wrong I am confident that I will be dealt with. For other issues - well - I am saving my premiums and given my £500 a year excess I think that I will be able to pay my own way for any non urgent procedures and for me it will be worth not having to suffer the indignity of making contact with this Company again.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 3 0

Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer

Our helpful community of likeminded people will be happy to answer any questions that you have.

Thanks for asking a question.

Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.

We will email you when the question is on the site

overview