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Aviva Partners With Care First To Offer Employee Assistance Programme App

Aviva has announced that it has become the first Group Protection provider in the UK to partner with Care first and offer access to the Employee Assistance Programme (EAP) App.

The app is the world’s first EAP app to include a clinically proven, digital proactive prevention tool for stress and anxiety. It will be available to Aviva’s new and existing Group Income Protection clients from 1st January 2017.

The app has been specifically developed as a treatment and prevention tool for conditions such as anxiety and depression. Among other features, it uses computerised cognitive behavioural therapy (CCBT) and various mindfulness techniques to teach the user how to build emotional resilience.

Steve Bridger, Managing Director of Group Protection at Aviva, said, “I’m delighted that Aviva has become the first UK Group Protection provider to offer ‘EAP in Your Pocket’. One of our key strategies is ‘Digital First’ and this partnership demonstrates our commitment to that.

“EAP services are extremely valuable, offering support to people in all areas of their lives, whether it’s pressure at work, a relationship breaking down or money worries. Having convenient and easy access to instant support on your smartphone should help drive up the number of people who access these fantastic services.

“People can use their phones to access their banking, instant message friends on the other side of the world and watch live TV – it’s only right that they can now access important support services and information when they need them most.”

Lesley Davidson, Director at Care first, said, “Care first has always been at the forefront of EAP developments. Care first’s ‘EAP In Your Pocket’ will give Aviva's customers digital access to the first EAP app which has been clinically proven to be effective in preventing, detecting and treating common mental health problems.

“We are proud that ‘EAP In Your Pocket’ supports Aviva's 'Digital First' strategy. Launching the App to Aviva's customers provides a perfect partnership of EAP innovation and Aviva's commitment to new technology.”

The App has been developed with Thrive Therapeutic Software and combines Care first’s full range of counselling and wellbeing services with its newest addition, ‘Stress Free Island’.

Stress Free Island gives users their own mobile tool, teaching them to use tried and tested clinically validated techniques to manage the pressures and stress of day to day life. Guided by Care first’s in-App character, known as ‘DAP’, users can track their mood over time and receive help to boost their coping mechanisms.

Other services available on the App are:

  • Care first Lifestyle – An information resource containing information, advice, articles and webinars on issues including relationships, child and eldercare, bereavement and consumer rights. Care first Lifestyle also includes an interactive budgeting calculator and wellbeing assessment tool.
  • Care first Counselling – 24/7 access to Care first’s BACP (British Association for Counselling and Psychotherapy) Accredited counsellors; contactable directly from the App for support, on the telephone, face to face, real time online or video chat.
  • Care first Information Services – Access to Care first’s Information Specialists, contactable directly from the App for help in finding practical ways forward.

The ‘EAP In Your Pocket’ App works on all Apple and Android devices and can also be accessed via the internet for more traditional desk top and laptop computers.


UK Family Debt Jumps By 42% To 2½ Year High

Family household debt rose by 42% in the last six months to the highest level seen for two and a half years as family incomes and savings habits stalled, Aviva’s latest Family Finance Report reveals.

Average family debt – excluding mortgage borrowing – now stands at £13,520, up from £9,520 six months earlier in summer 2015. The latest figure is the highest seen since summer 2013 when the average family owed £16,300.

The overall rise in household debt means the average amount owed is now 24% higher than in winter 2011 (£10,870) when Aviva started tracking this data.

Comparing family types, married parents have almost twice the level of personal debt (£14,500) as parents raising children alone (£6,370¹). Couples with two or more children have the most debt of any family type examined by Aviva’s research, totalling £18,830. This is more than three times the average £5,070 owed by single parents, who borrow the least across all family types.

Average credit card debt rose by 21% from £1,960 in summer 2015 to £2,370, while the amount owed on overdrafts increased by 37% from £870 to £1,190.

One in four families now owe money on a personal loan, up from 23% a year ago with an average outstanding balance of £2,080. Over the last five years, mortgage debt is also 21% higher than the £51,850 owed in 2010.
Families able to save more but pressures on family finances will continue in 2016

Despite the worrying debt levels, the amount families are able to set aside each month has increased by 50% since 2010. Over the last five years the amount a family is able to save from month-to-month has risen by 50% from £70 in 2010 to £105, even though levels have stalled in the last six months.

The typical family savings pot now also stands at £3,150, almost five times more than the typical pot of just £636 in winter 2010. With the Bank of England base rate having remained unchanged at 0.5% throughout this period, families have managed to grow their pots during a difficult period for savers. The number of families also making no saving or investments each month has dropped consistently since winter 2010.

Families have also been helped by low inflation with the latest Consumer Price Index (CPI) registering a rise of just 0.1% in the year to November 2015, having fallen 0.1% in the year to October 2015.¹ The latest Aviva data highlights that the average family’s weekly food shop has decreased by 3% in the last six months, with savings of £7 a week adding up to £364 over the course of a year.

Nevertheless, saving looks to set to become harder in 2016. With debt levels on the up, the typical amount families are able to save has fallen in the short term by 7% from £113 in summer 2015 to £105 – the first decline since winter 2013.

Moreover, after a 2½ year period of continued rises, the typical family income has also dropped for the first time since July 2012 with a 4.8% fall since summer 2015. The typical family’s monthly net income now stands at £2,024, a drop of more than £100 from £2,126 six months earlier.

It means that current family income levels have actually dropped back below the £2,053 first seen when Aviva started tracking data five years ago. When placed in the context of the average saving pot, families currently have close to only 1.5 months of income saved.

With the strain increasing on family finances, Aviva’s data suggests the impact could be beginning to trickle down into how families make financial preparations for the future. One in five families now say they have made no financial preparation for the future, up from 18% a year earlier.

Louise Colley, managing director, protection, Aviva said, “The alarming levels of rising household debt, along with a recent reduction in income and savings levels, paints an uncertain picture for the family purse in 2016. With the possibility that the Bank of England could raise interest rates this year, families who have grown accustomed to cheaper credit – particularly those who have spent heavily over the Christmas period – need to ensure they are still fully prepared to manage debt repayments, as well as other monthly outgoings, should rates go up.

“That said, it is welcome news that families are now putting more money aside each month compared to five years ago. The fact that the average saving pot has increased against a backdrop of historically low interest rates is especially encouraging, although this progress could quickly be reversed if circumstances change.

“The low inflation rate has also eased pressure on the family finances, but this too cannot be relied on indefinitely. It leaves family finances precariously balanced, with the Office for Budget Responsibility forecasting that household borrowing will continue to increase every year until 2019/20 – a warning that must not be ignored.”


Aviva Appoints Sarah Ward As Group HR Director

Aviva plc (“Aviva”) announces the appointment of Sarah Ward as Group HR Director reporting to Mark Wilson, Aviva’s Group Chief Executive Officer. Sarah will be replacing Aviva’s current Group HR Director, Christine Deputy, who has decided to return to the US for family reasons. Sarah was previously Global Head of HR for a division at Thomson Reuters Corporation.

Sarah will be joining the group in August 2015. She will be responsible for the continuation of Aviva’s HR strategic plan and the leadership of the HR and Communications teams at Aviva.

Mark Wilson, Group Chief Executive Officer, said, “Whilst I am sad to see Christine leaving Aviva, I am very supportive of her decision and she leaves with my thanks and best wishes. Christine has been a critical part of our cultural and business transformation over the past two and a half years. She has been a key partner and adviser to me as we have established a world class senior leadership team. I would also like to thank her for the notice she has given Aviva as it has allowed us time to appoint a successor and have a seamless transition. Sarah is an exceptional HR professional who has worked across a variety of industries, countries and cultures. She combines great operational and strategic HR skills which will be an asset to Aviva during the next phase of our strategic transformation.”

Christine Deputy said, "I have truly enjoyed my time at Aviva and will miss Mark, the leadership team and all of the employees. This is a special company with an incredible future ahead. The commitment to the values and strategy is strong from the most senior leaders through to the front line. I am confident in the future of the business and cultural transformation and I will continue to support the group however possible. Sarah will be a great addition to the leadership team."

Sarah Ward said, "I am excited to be joining Aviva at such an important time. Under Christine’s leadership the Human Resources and Communications functions have played a major role enabling the strategy of the business through people. I am looking forward to working with the teams, as we continue to deliver on the People Thesis and enable a culture which supports our employees to deliver for our customers around the world."


Aviva: Announcement Of UK Life Senior Management Appointments

Aviva plc (“Aviva”) announces the following senior appointments subject to the completion of the all-share acquisition of Friends Life by Aviva.

This announcement follows Aviva and Friends Life shareholders’ approval of the transaction on 26 March 2015. It is expected that, if the Guernsey Court sanctions the Scheme on 10 April 2015, the transaction will complete on 13 April 2015.

Aviva announced in December that Andy Briggs, the current CEO of Friends Life, will become CEO of the enlarged Aviva UK & Ireland Life business*.

David Barral, the current CEO of Aviva UK&I Life, will be leaving the Group at the end of May. Whilst we have been working with David to identify potential options to retain him within the Group, he has decided that now is the right time to move on with the next stage of his career.

Mark Wilson, Group Chief Executive Officer, said, “I would like to thank David for his distinguished service to the Group. David has had a successful career with Aviva spanning 16 years. Over the last three years, David has been a member of the Group Executive and has been a great partner during Aviva’s turnaround. We all wish him well as he pursues the next chapter.”

UK & Ireland Life leadership team:

John Lister, CFO UK & Ireland Life and Group Business Development Officer*: Because of the significance of the UK Life business to the Group, John will move from his role as Aviva’s Group Chief Risk Officer to lead the finance function in the UK&I Life business. John will also retain a Group remit in Business Development, supporting Tom Stoddard, Group CFO. John will continue to be a member of the Group Executive. This appointment would be effective from 1 July 2015 to ensure a smooth transition of responsibilities.

Other senior appointments include:

  • Clive Bolton, MD Retirement
  • Andy Curran, MD Corporate and Business Solutions
  • Rob Barker, MD Strategic Partners and Protection
  • Stephen Shone, MD Aviva Plus 
  • Jonathan Moss, combined capital planning
  • Rosie Harris, Chief Risk and Compliance Officer 
  • Kevin Moss, Chief Operating Officer 
  • James Ward, Strategy Director
  • Ceri Connolly, Acting HR Director
  • Kim Clarke, HR Integration Director
  • Rob Houghton, UK CIO

Andy Briggs said, "The UK Life senior management team we have announced today has the experience and ambition to make the most of the considerable opportunities in the vibrant UK life and pensions sector.”

Other group appointments

Following on from these appointments, there are a number of other changes across the Group that will take effect when the deal is completed:

  • Angela Darlington, Group Chief Risk Officer*: Angela will move from her role of CRO of Aviva’s UK&I Life business to lead the Risk function at Group level. Angela will join the Group Executive and report to Mark Wilson. This appointment will be effective from 1 July 2015.
  • Clifford Abrahams, CFO Aviva Investors*: Clifford will move from his role as CFO of Aviva’s UK&I Life business to lead the finance function in Aviva Investors. Clifford is in an ideal position to take on this role given the breadth of his experience across GI, Life and investment banking. This appointment will also be effective from 1 July 2015. Patrick Neville, the current CFO of Aviva Investors will leave the organisation and Aviva would like to thank Patrick for his contribution. 
  • John Van Der Wielen, Executive Chairman of Friends Provident International, which provides savings, investment and protection products for expatriates and local nationals in Asia and the Middle East, will report to Chris Wei from 13 April 2015 to support the early stages of the integration. As previously agreed, John will be leaving the Group on 1 July 2015.

Further information on the UK Life senior management appointments:

  • Clive Bolton, MD Retirement: Clive, currently the MD for Retirement Solutions at Aviva, will become responsible for the combined retirement business as we continue to meet our customers’ needs following the UK budget changes.
  • Andy Curran, MD Corporate and Business Solutions: Andy, currently UK CEO for Friends Life, will be responsible for the combined corporate and business propositions. This includes all business to business and Employee Benefit Consultant relationships and will lead on Group Pensions, Bulk Purchase Annuities and Group Risk activity.
  • Rob Barker, MD Strategic Partners and Protection: Rob, currently Strategic Partnerships Director for Aviva, will take on the combined Strategic Partnerships business across UK&I Life and GI, and the coordination of IFAs and key accounts across the combined Life organisation. Individual protection business will also report through this role and Louise Colley, currently Aviva’s UK Life Protection Director, will become the Protection Director for the combined individual protection book.
  • Stephen Shone, MD Aviva Plus: Stephen, currently MD of Aviva Plus, will look after the enlarged UK Life business closed product lines. 
  • Jonathan Moss, currently CEO Heritage at Friends Life, will work with Andy Briggs and John Lister, utilising his expertise to develop the combined capital management plan for the enlarged UK Life business.
  • Rosie Harris, Chief Risk and Compliance Officer: Rosie, currently Group CRO for Friends Life, will lead the enlarged UK&I Life Risk and Compliance area. 
  • Kevin Moss, Chief Operating Officer: Kevin will become the COO of the enlarged UK Life business, and will continue to lead the integration of the two Life companies. Given our desire to move at pace with the integration, Rob Barnett, currently COO for Friends Life, will stay on for six months after which he will leave the business. Rob has made a significant contribution to the Friends Life organisation and most recently supported the integration planning and delivery. 
  • James Ward, Strategy Director: James, currently Group Strategy Director for Friends Life, will be responsible for the development of combined UK Life strategy and the Life external communications team.
  • Ceri Connolly, Acting HR Director UK & Ireland Life: Ceri, the current HR Director for Aviva’s UK Life business, will be the acting HR Director responsible for HR and internal communications in the enlarged Life business. 
  • Kim Clarke, HR Integration Director: Kim, the current Group HR Director at Friends Life, will lead the HR stream for the global integration delivery.
  • Rob Houghton, UK CIO: Rob, currently Aviva’s UK CIO, will continue supporting both the UK GI and UK Life businesses with a specific focus on the IT plans for the combined Life business while we map out the longer term UK Life transformation agenda.

* Appointment subject to regulatory approval.


Whiplash Costs £2.5bn Per Year, Adding £93 To Motor Premiums

Whiplash-type claims have returned to near-record levels and are costing motorists £2.5bn*, which adds £93 to the average motor insurance premium of £372**.

A new report commissioned by Aviva, the UK’s largest insurer, concludes that fundamental reform is needed to reduce the number and cost of whiplash claims which will, in turn, cut the cost of motor insurance for the long term.

The UK is on track to submit more than 840,000 motor injury claims*** to the Claims Portal for the year ending April 2015, or 2,300 claims every day. This is up 9% on the previous year - or 200 extra claims per day.

Aviva analysed the motor injury claims it received in 2014 and found that 80% included whiplash, a significantly higher figure than seen in many other European countries. One of the reasons for the high number of whiplash claims is the huge financial incentives for the third parties who submit the claims. Aviva’s data shows that 96% of personal injury claims it received last year were brought by third parties such as claims management companies (CMCs), personal injury lawyers and alternative business structures (ABS).

Maurice Tulloch, CEO, UK and Ireland General Insurance, Aviva said, “Last summer Aviva said that motor premiums will have ‘nowhere to go but up’ if we failed to address the excessive numbers of minor motor injury claims and the escalating costs surrounding them. We are here to help our customers when they need it, and pay genuine claims quickly. But we must address how to best treat the excessive number of fraudulent, exaggerated and minor whiplash claims which are driving up the cost of insurance.

“Sadly, we are now witnessing a resurgence in the number and cost of whiplash and soft-tissue injury claims despite some very positive developments, such as the LASPO Act, which helped reduce customer premiums. The introduction of a new system for sourcing medical reports in soft tissue injury claims (known as MedCo) is also a step forward.”

Out of step with Europe
Aviva commissioned Frontier Economics to understand what the UK could learn from countries that have successfully reduced the number and cost of whiplash claims between 2005 and 2013. Their analysis established that UK motor premium rates rose faster than other European countries over the last decade, including Germany, France, Sweden, Norway and Spain.

Issue UK France Germany
Average Motor Premium £372 On average, 40% less than UK premiums^ On average 50% less than UK premiums^
Whiplash claims 80% of motor injury claims 3% of motor injury claims^ 47% of injury claims^
Injury claims trend Up 62% from 2005-13; accidents fell 30% during same period Down 55% from 2000-14, in line with fall in number of accidents^ Down 50% over 40 years, in line with fall in number of accidents^
Lawyers used/ Legal fees Fixed fees of £500 + 25% contingency fees  95% of low value injury claims settle without court proceedings^ Fixed fees of €300 (£216)^

Aviva’s Roadmap to Fighting Whiplash
Aviva has developed six recommendations for reducing the number and cost of whiplash claims. Introducing these in the UK could achieve the desired outcome of fewer whiplash claims, lower premiums, helping those with genuine injuries get the care they deserve and tackling those who seek to abuse the system by profiting from fraudulent, exaggerated, or minor, short-term injuries. Key features include:

  1. Reduced Limitation Period: All whiplash/ soft tissue injury claims should be made within 12 months of the accident as opposed to the usual three year limitation period.
  2. Time Limits and a Threshold: The claimant’s symptoms should last longer than 3 months. This should be evidenced by medical records.
  3. Rehabilitation – care, not cash: Insurers should provide treatment of up to three months to their policyholders or the injured party regardless of who is at fault for the accident.
  4. Medical Evidence - Where the symptoms persist beyond three months, an independent medical report should be obtained from the new Government vehicle MedCo between three and 12 months after the accident for whiplash/soft tissue injury claims. 
  5. Level of Disability – Medical reports should assess the level of disability, and compensation would be recoverable if there is actual evidence of injury. 
  6. Predictable damages – Where a claimant is able to demonstrate he or she has overcome the threshold, damages for pain, suffering and loss of amenity should be awarded against a clear, transparent tariff.

Aviva’s package of reforms demonstrates how a ‘care, not cash’ system of treating minor, short-term whiplash-type injuries could operate. Aviva first outlined its suggestion of treating minor whiplash with rehabilitation in July last year, which, in conjunction with other reforms such as banning all referral fees and raising the Small Claims Track Limit, could save £50 on the cost of motor insurance. Both referral fees and the excessive legal fees are adding to the cost of motor insurance, but failing to deliver any tangible value for the customer.

Maurice Tulloch continued, “The UK’s compensation culture is at the root cause of the £93 cost of whiplash claims paid by motorists within their insurance premiums. Our customers have told us they are fed up with compensation culture and all its trimmings: the nuisance texts and calls from claims management companies, excessive lawyers’ fees and fraudsters abusing the system for their own financial gain. It doesn’t have to be like this.

“Aviva’s plan shows that it is possible to cut the cost of motor insurance and ensure those who have suffered genuine injuries get the care or compensation they deserve.

“We believe that everyone is entitled to fairly priced insurance to protect what is important to them. Introducing these reforms is a challenge but we will not hide away from this - the UK’s motorists deserve even more affordable motor insurance.”

* £2.5bn figure uses Datamonitor settled claims data, Aviva average whiplash settled claim value and Aviva whiplash claims incidence.
** ABI Motor Premium Tracker Q4 2014
*** Claims Portal RTA Management Information, January 2015
^ Frontier Economics, Motor insurance compensation systems with a focus on whiplash and soft tissue injuries, March 2015
^^Aviva, Road to Reform: Tackling the UK’s Compensation Culture, July 2014


Aviva Launches Health Records App For International Solutions Customers

Customers with Aviva’s International Solutions private medical insurance will now be able to access a new personal membership smartphone app, which can store their medical records, provides details of how to claim wherever they are in the world, and gives immediate access to emergency assistance and medical advice.

The free International Solutions App provides customers with peace of mind that if they need urgent medical treatment abroad, their medical history can be quickly and safely accessed and shared from their mobile device. The app enables customers anywhere in the world to view, update and provide trusted medical professionals with tailored access to their personal medical records.

With a high level of functionality, the International Solutions App allows customers to record a range of medical details including allergies, conditions, immunizations, medications and tests, as well as the ability to store images of scans and x-rays. The customer can choose which medical records to share with their healthcare providers, and any information they would like to store in a password-protected Emergency Records area, which a chosen family member or colleague can immediately access in the event of an emergency.

When healthcare or emergency support is needed, the app will enable customers to dial straight through to Aviva and its 24 hour emergency assistance and medical advice service, as well as to a list of their healthcare providers. There is also a clear step-by-step guide on how to make a claim and details about International Solutions cover.

Teresa Rogers, head of international at Aviva UK Health said, “Our international customers are increasingly mobile across the globe and remote working on mobile devices has become the norm, so we’re delighted to be able to improve customers’ experience of their International Solutions cover by providing them with safe mobile access to their personal medical records and round-the-clock health services. The launch of the app is the next stage of Aviva’s digitisation of its International Solutions offer and it will provide customers with greater convenience and flexibility in accessing healthcare and sharing vital medical records with providers, wherever they are in the world. In the event of illness or injury abroad, the app will give customers peace of mind that all their vital health information is recorded and quickly accessible.”

The International Solutions App is available to download free, with immediate, effect for all individual and corporate customers with an Aviva International Solutions policy1. It has been produced in partnership with Medelinked2, who developed Aviva’s My Health Passport online record system for International Solutions customers, which launched in 2012.

Recognising the app will also benefit and appeal to other customers, Aviva has arranged an exclusive discount for other Aviva product holders. Anyone with an Aviva policy will be able to download the app for £12.50 for 12 months or £7.50 for 6 months. Standard rates apply for non-Aviva customers, at £29.95 for 12 months or £19.95 for 6 months.

There is also a free 30 day trial for any customer. The app stores customers’ medical records securely through the My Health Passport online records system. The customer has sole control over the information that is stored and whether they wish any healthcare individual or organisation to view any part of their medical records. Aviva is unable to access any of the data, unless the user chooses to specifically share chosen information.

1. The Aviva International Solutions App is available to all customers with an Aviva International Solutions policy, through Google Play and ITunes App stores. Supported phones are the iPhone 4 and above, with operating system iOS 7 and above, and most Android phones with operating system version 4 and above.

2. Medelinked is the new name for Zaptag UK Ltd, which developed Aviva’s My Health Passport online records system for International Solutions customers in 2012.


Aviva Significantly Enhances Its International Private Medical Insurance

Aviva has announced significant improvements to its International Solutions private medical insurance from 1st February 2014. The improvements will provide new and existing customers with enhanced standard benefits and wider geographic cover, greater flexibility, and a new tailored Gulf Solutions policy for customers based in the Gulf region.

The enhancements follow a detailed clinical review of the insurer’s international medical cover to ensure customers living or working abroad receive high quality healthcare that reflects advances in medicine and medical practice.

Simplified global regions

International Solutions has now been divided into two areas rather than six, to make mobility between countries easier for customers and provide them with wider cover around the world. Policies are now available as Worldwide, or Worldwide (excluding USA and Caribbean) cover, with pricing based on comparative risk and medical costs, rather than geographical location. For all customers, irrespective of where they are based, emergencies are covered for up to 60 days in any country in the world.

A new Gulf Solutions policy

Aviva has also expanded its provision in the Gulf, creating a new tailored Gulf Solutions policy for group customers, to provide cover for their employees based in Kuwait, Oman or Qatar, as well as to those based in the United Arab Emirates (UAE). Individual customers can also benefit from the new Gulf Solutions policy, if they are living or working in Oman or the United Arab Emirates (UAE).

The new Gulf cover marks the second phase of Aviva’s product development for the region, building on the success of the award-winning Emirates International Solutions and the health insurer’s expertise in managing healthcare within the region’s complex legislative framework. A partnership with NAS Administration Services provides Gulf customers with a market-leading regional claims service with direct settlement capabilities.

Extensive standard benefits and Aviva’s International Cancer Pledge

For all customers, standard core benefits have been increased to make International Solutions one of the most comprehensive international policies available in the market, with an annual benefit level of £5m. Customers have the peace of mind that wherever they are, they will receive high quality treatment if they are ill or injured, as well as 24-hour medical emergency assistance and evacuation to an appropriate facility if treatment isn’t available locally.

  • Policies now carry an International Cancer Pledge to cover treatment and palliative care as recommended by specialists. In addition, cover is provided for aftercare, including money towards prostheses and wigs.
  • In and Day-patient Care is enhanced and now includes cover towards the costs of organ transplants and harvesting, and an increase in rehabilitation cover from 14 days to 25 days.
  • Out-patient Care also now includes cover for up to ten speech therapy sessions, following a referral by a specialist after a hospital admission.
  • Additional Benefits includes cover for complications of pregnancy as standard, with Maternity and Maternity Plus policy upgrades available to provide customers with cover for the more routine costs of pregnancy and childbirth, including pre and post-natal care. Home nursing benefits have also been increased as standard from 28 days to 60 days.
  • Customers will also have greater coverage on a range of Everyday Healthcare benefits that they would usually expect from their GP at home. These include up to 20 consultations with a doctor per year and higher limits for prescription medicine and vaccinations. Everyday Healthcare now includes cover towards Hormone Replacement Therapy.
  • Condition Management for acute phases of congenital conditions is also now covered as standard, alongside increased cover for the management of HIV and AIDS.
  • If treatment for any illness or accident covered is not available locally, the policy’s Evacuation & Emergency Assistance cover will arrange evacuation to the nearest facility, even if that is in another country.

Peace of mind and 24-hour assistance across the globe

All International Solutions customers get round-the-clock overseas support, 365 days a year. This includes a 24 hour medical emergency assistance helpline; a 24 hour medical advice helpline from a network of medical providers in 86 countries; and 24 hour secure online access to medical records through My Health Passport.

Full flexibility to suit individual healthcare needs and budgets

Customers can also upgrade their core cover to provide even further peace of mind with the following options:

  • Maternity or Maternity Plus cover, which includes investigations into fertility.
  • Dental or Dental Plus cover, which provides 100% reimbursement up to specified limits and a range of benefits including orthodontic treatment for children.
  • Wellbeing, to help keep customers fit and healthy with cover for routine examinations, screening, hearing and dietician tests. Co-payment has been removed so customers no longer have to pay the first 20%.

Additional Out-patient & Alternative Therapies cover

  • Repatriation & Compassionate Travel cover to help with travel and accommodation costs in the event of a family emergency.
  • Value options are also available for complete flexibility to help reduce premiums, including options for different excess levels, reducing out-patient cover or removing some core benefits like Everyday Healthcare.

The enhancements to International Solutions and the new Gulf Solutions policy come into effect on 1 February 2014 for both new and renewing customers. The policies have clearer benefit terms to give individual customers, employers and their employees complete peace of mind about the cover they choose, as well as a clear and easy claims process with no mandatory excess levels in place. Intermediary commission for new and renewal group business has also been flattened to 15%.

International Health Insurance

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International Medical Insurance

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