Retirement Investments Insurance Health. Support Plus. Value added services from Aviva protection

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1 Retirement Investments Insurance Health Support Plus Value added services from Aviva protection

2 Looking after you and your family When you take out a protection policy with us, you can relax, safe in the knowledge that we ll be there for you and your family when it really matters. Of course this means we ll be on hand with financial support if the worst should happen. But with our policies, you get so much more than that. Our protection policies include access to three additional services as standard: Second Opinion by Best Doctors Bupa Anytime HealthLine Counselling and carer support from Workplace Options All of these services are available for you and your immediate family to use when you have a protection policy with us. You can use each service from day one. And you don t have to be claiming to use them you can use them whenever you need to at a time that suits you. Important information These value added services are included on your policy as standard. However, they are non-contractual benefits meaning we can remove them at any time. 2 Support Plus

3 Second Opinion by Best Doctors Access to over 50,000 international medical experts. When faced with a medical problem, you need answers. You need to understand your diagnosis and the possible treatment options. So second opinions can really count, especially when they re from expert international medical specialists. That s why we ve teamed up with second medical opinion provider, Best Doctors. Who are Best Doctors? Best Doctors is a network of medical experts which uses the knowledge of international medical specialists to give you information and advice on your condition. They have a worldwide database of more than 50,000 doctors in over 450 specialities and subspecialties. And each doctor on the database has been recommended by their peers as someone they would choose to treat themselves or their loved one. What does the service offer? With Second Opinion by Best Doctors you get: Access to more than 50,000 international medical experts, who have been specifically nominated by other top medical specialists. Help with everyday conditions like eczema or migraines; which cause major discomfort, to more serious life-threatening illnesses. A second medical opinion, including recommended treatment, from one of the world s recognised experts. 3

4 How does the service work? Best Doctors will assign a Member Advocate to your case, who will listen to your concerns and questions and help to get them answered by a carefully selected medical expert. These findings will then be explained in detail and given back to you in an in-depth report that highlights conclusions about the diagnosis and recommended treatment options. Once this is done, you are encouraged to share the Best Doctors report with your local treating doctor. Step one You call (Calls may be monitored and recorded). Step Two One of Best Doctors medical professionals will be assigned to your case. They ll identify the medical issues you re facing, collect your medical records and, most importantly, be on hand to support and update you throughout the process. Step Three Members of the Best Doctors team will prepare your case for the expert, so they can choose the most appropriate specialist to review your diagnosis and treatment options. Step Four The Best Doctors specialist selected from a database of more than 50,000 worldwide medical experts will review your medical history and information and then use their experience and expertise within their specific speciality to compile an in-depth report which includes a second diagnosis and recommendations for treatment. In addition, if the case requires pathology retesting, the Best Doctors team will arrange this to ensure optimal analysis of a member s case. Step Five You ll receive a copy of the report to discuss with your local doctor. Your case handler will contact you to answer any additional questions you may have. So when you discuss the report s findings with your local doctor, you ll have all the information you need to make the right decisions moving forward. 4 Support Plus

5 What conditions are covered? You can get a second medical opinion from Best Doctors on conditions which cause you significant discomfort in your day-to-day life - even if they re not covered by your policy. What s not covered? Second Opinion by Best Doctors doesn t cover any acute conditions or mental illness. Also, you ll be responsible for any costs associated with travel, accommodation and private treatment either here in the UK or abroad. Who can use the service? Life insured, partner/spouse, children up to age 18 or 21 if in full time education 5

6 Second Opinion by Best Doctors case studies (Fictional cases) Patient 55 year old female Symptoms Initial diagnosis Suggested treatment Prognosis Second Opinion Identified problem Changed diagnosis/treatment Action Outcome History of debilitating back pain Malignant tumour around spinal column Radical surgical removal, chemotherapy, radiation and rehabilitation High risk of permanent paralysis Error in pathology Benign tumour needing decompression surgery, not chemotherapy and radiotherapy Patient was referred to top neurosurgeon, endocrinologist and rehabilitation medicine specialists After treatment, patient free from back pain and returned to normal, active life Patient 23 year old male Symptoms Initial diagnosis Suggested treatment Prognosis Second Opinion Identified problem Changed diagnosis/treatment Action Outcome Recurrent abdominal pain radiating to lumbar region Pure seminoma Four to six cycles of chemotherapy, no surgical needed Fair Mixed germ cell tumour with nonseminomatous elements No more than four cycles of chemotherapy and aggressive surgery to eliminate elements which don t respond to chemotherapy Patient underwent surgery locally Residual tumour was found and resected, leaving patient cancer-free 6 Support Plus

7 Patient 31 year old female Symptoms Initial diagnosis Suggested treatment Prognosis Second Opinion Confirmed diagnosis Changed diagnosis/treatment Action Outcome Sudden loss of consciousness High grade multiform glioblastoma Chemotherapy and radiotherapy as no surgical options were available Maximum two months survival Multiform glioblastoma Surgical removal, chemotherapy and radiotherapy Coordinated care including hospital admission, transportation, 24/7 assistance 99% of the tumour was removed and the patient returned to work two months after surgery three years later, the tumour has not recurred Patient 50 year old male Symptoms Initial diagnosis Suggested treatment Prognosis Second Opinion Confirmed diagnosis Changed diagnosis/treatment Action Outcome Constant severe pain and limp, difficulty in walking and tying shoelaces Osteoarthritis of the right hip Medical treatment with glucosamine Poor without total hip replacement Osteoarthritis of the right hip Hip resurfacing Hip resurfacing was carried out Patient returned to work pain-free two months after surgery 7

8 Bupa Anytime HealthLine Access to experienced nurses for you and your family day and night With Bupa Anytime HealthLine, you can speak to a Bupa nurse about any type of health query, day or night. Each call to the HealthLine can last as long as you want, and everything you say will be in complete confidence. Who are Bupa? Bupa Anytime HealthLine is a team of skilled and experienced nurses that provide a wide variety of up to date health information. How does the service work? To use the HealthLine and speak to an experienced Bupa nurse, all you need to do is call Calls may be monitored and recorded. You can call 24 hours a day, 365 days a year. So for as long as you have your Aviva protection policy, a HealthLine nurse will be at the end of the phone whenever you or your family need them. Who can use the service? Life insured, partner/spouse and dependent children. What does the service offer? By speaking to a skilled and experienced nurse, you can get one-to-one support for any health-related query, including: Advice on diet and keeping your heart healthy. Support with giving up smoking. Symptom assessments if you re feeling unwell. Information on specific conditions, diagnoses and medication. Guidance on travel health, vaccinations and disease prevention. Advice on medical tests and investigations. Information on sexual health. Planned surgery preparation and post-operative care. Guidance on childhood immunisations and illnesses. Information on health issues you ve seen in the media. 8 Support Plus

9 Counselling and carer support Life can be tough sometimes - so it can help if you have someone you can turn to. That s why each of our protection policies includes access to short-term counselling and carer support services provided by Workplace Options. What does the service offer? Workplace Options offer face-to-face or telephone based short-term counselling for you and your family, giving help with: Mental wellness issues such as bereavement, work-related stress and relationship breakdown. Facing the challenges that come with being a carer. Short-term Counselling Highly experienced and qualified counsellors are ready to help you with a wide range of emotional wellbeing issues that you may experience. This counselling service is designed to identify skills, strengths and resources you could use to help you cope. How does the service work? Call us for an assessment session with a qualified clinician. They will talk with you to understand what type of support you need and if short-term counselling is right for you. You can then arrange future session times directly with the counsellor. When faceto-face appointments are considered appropriate, they will be within a close radius of your home or work. The first appointment will be booked within two working days and will take place within five working days. The counselling service is not just for you, it can be used by your partner or children aged 18 and over. Carer support service If you care for a dependant and the challenges start to get on top of you, our carer support line can help. The service is available for childcare, eldercare and disabled care. Carer support offers you valuable informational support related with all aspects of being a carer. Call one of our specialists to get information on a variety of matters, including registered childcare services, volunteer care support, respite care, day centres, community care assessments and many other common queries, as well as offering resources to help you cope more effectively. If short-term counselling is the right way forward for you, the clinician will agree clear goals with you during the telephonic assessment. You will then be matched with a face-to-face or telephonic counsellor who best meets your needs. 9

10 Counselling and carer support case study (Fictional case) PROBLEM: New working hours affected client s relationship and work-life balance SOLUTION: Face-to-face counselling helped address these challenges A restructuring was announced in the office where a client worked, which meant several changes to shift patterns and working hours. The client called the helpline, as she had young children and was struggling to balance her new working hours with her family time. She had found that this imbalance was also putting pressure on her relationship with her partner, as he felt neglected, not understanding the pressures of her job. The client called Workplace options and they explained the availability of free relationship counselling to her. The counsellor spoke with the client and her partner separately to assess the suitability of relationship counselling and to determine their joint goals. Following this, they both attended relationship counselling sessions with a counsellor close to their home, in the evenings at a time that suited the couple s busy schedule. It helped to have a mutually safe space to openly talk through the challenges that each of them was facing, to be heard by one another, and to look at ways they could work together to ensure they could balance their work and family lives. 10 Support Plus

11 Who can use the service? Life assured, partner/spouse, dependent children over the age of 18. Lines are open 24 hours a day, every day, giving you the option to call day or night, 365 days a year and can be accessed by calling (Calls may be monitored and recorded) 11

12 Aviva Life Services UK Limited. Registered in England No Aviva, Wellington Row, York, YO90 1WR. Authorised and regulated by the Financial Conduct Authority. Firm Reference Number aviva.co.uk AL /2018 Aviva plc