Aviva ClaimConnect User Guide (Mobile App Version)

Version 2_19Oct2015

Disclaimer

The material is prepared strictly for internal circulation for use by participating distributors and/or its representatives in related roles and any dissemination, copying or circulation in any form to any other third party is strictly prohibited. Although the information contained herein are believed to be accurate, no warranty or representation is made to its correctness, completeness or accuracy.

Any use of , or reliance on, the contents of this document shall be at your own risk. Aviva Ltd accepts no liability whatsoever, including any direct, indirect or consequential loss arising from or in connection with the use of or reliance on this document or its content. The information in this presentation shall not be reproduced in whole or in part without the prior written consent of Aviva Ltd.

Registering for a User ID

Click on Register

2. Select your date of birth

1. Key in NRIC/FIN/Passport No

3. Click on Register

Registering for a User ID

Check your Company name, Name & Email. If they are in order,

click Confirm

Password will be sent to the email

account in our records

If the information stated are

incorrect, please do not proceed. Contact your HR support to get

your details updated first

Welcome Email with Password

Use Date of Birth (DDMMYYYY) to open the attachment to retrieve the

first time password

1. Key in NRIC/FIN/

Passport No

2. Enter the password sent

via email

Attachment

Logging in for the first time

Logging in for the first time – T&C acceptance and change password

When you log in to the app for the first time, the term & conditions for using the app will be displayed. You must accept the terms in order to continue using the app.

Next, you will be asked to change your password:

Logging in for the first time – confirmation of mobile number

We need your mobile number to send you the OTP needed to navigate the secured sections of the app, and also SMS on updates of your claims.

1. Update mobile number

2. Click Confirm

One-time Password (OTP)

To protect your personal data, there are security measures (the use of OTP) in place, to control access to functions that contain confidential information.

OTP is required for the

following functions: o Make a claim o View claims o Messages o Benefits o My profile

OTP is NOT required for:

o Claims help o eCard o Find a clinic

Make A Claim

Make A Claim – Using Inpatient Claim as an example

1. Select the member to file claim.

2. Select the claim type

5. Select Name of clinic/hospital

3. Enter Date of admission

6. Enter the total amount incurred, including GST

7. Select the bill currency

8. Enter Reason of treatment

4. Enter Date of discharge

9. Enter the nature of surgery if surgery

was performed

10. Select Camera / Gallery to

attach claim

documents

Make A Claim – Using Inpatient Claim as an example

Tips in capturing claims documents

Place the document against a dark or contrasting background.

Include the background on which the

document is resting (a minimum 2 cm space all around).

Ensure that the document shows clearly on the screen with readable text, under sufficient lighting.

The camera will auto capture once it detects that the image is clear.

Take only one document/receipt per

snapshot. Do not place multiple items together for a single image capture.

Follow the instruction on the screen to take picture. Once the camera detects a clear image, it will do an auto-capture.

Click on “?” for tips on

taking photo

Check the quality of image. If the image is clear and text is readable, click Attach. Otherwise click Retake to take another image of the document.

Make A Claim – Using Inpatient Claim as an example

Make a claim – using inpatient claim as an example

Tick the checkbox

Click to view full T&C

Click Submit to submit the

claim

Confirmation of a successful claim submission This claim submission will now be available in “View claims”

Please keep the original bills for 6 months. We may

contact you to enquire about a specific

document or to verify a claim.

Make A Claim – Using Inpatient Claim as an example

Make a Claim – Saving A Claim

You may choose to save the claim first through the Save button The saved claim will be available in “View claims” with “Draft” status. If it remains in Draft for

more than 2 weeks, the member will receive SMS reminders to submit the claim promptly.

2. Click “Yes” to save

1. Click “Save”

View Claims

View Claims

Able to view all medical reimbursement claims at different status, including claims filed using the hardcopy method.

History - Display last 2

calendar years of claims.

- Display all claims statuses

Recent - Display all

claims status that are not finalised.

View Claims

Default to Employee. Click to

select other claimant.

1. Select the name

2. Can further filter by Claim Status

What are the different claim statuses?

Draft You have saved a claim in Draft and have not submitted it.

Submitted You have successfully submitted the claim.

Processing Aviva has received the claim and is in the midst of reviewing your claim.

Pending requirement Aviva has requested for additional documents to review the claim and is

waiting for your submission.

Paid Aviva has paid your

claim

Rejected Aviva has rejected

your claim

Closed Aviva has closed

your claim due to incomplete claims

documents

What are the claim details you can view?

A summary view of the claim

Claims documents submitted using ClaimConnect app

Payment Advice for paid claims Rejection reason for an

unsuccessful claim.

View Claims - Deleting A Draft Claim

1. Click on the bin 2. Click Yes to delete claim

2. At the details page, enter the reason for claim

cancellation

1. Select the claim you would like to cancel. You can only withdraw claim if the claim is at “Pending requirement” status

3. Click on Cancel to proceed with cancellation

4. Click Yes to complete the claim cancellation

View Claims – Withdrawal of A Claim

Messages

Messages

Display messages up to the last 6 months. Older messages will be removed automatically.

Home page will display the number of unread messages

What are the different types of in-app messages you will get if you file your claims using ClaimConnect?

More documents required When we need additional documents from you to proceed

with the claim.

1st reminder on outstanding documents When we have not heard from you 30 days after our first

notification on additional documents required.

2nd reminder on outstanding documents When we have not heard from you 14 days after our first

reminder on outstanding documents.

Closed claim notification When we have not received any replies from you 14 days

after the 2nd reminder.

For an incomplete claim submission

Merge claims notification When we combine multiple claims submissions relating to

the same claim event into one claim

Claim settlement When the claim payment is done.

Other notifications

Claim cancellation notification When duplicate claim submissions have been made through

the app.

Message – An Example of A Settled Claim Notification

Click to view the details

Or click to view Payment Advice directly

In-app message on the approved claim

Able to view submitted documents

Click to view Payment Advice

Message – An Example of A Settled Claim Notification

Messages – An Example of Request for Additional Information

Step 1: Receive in-app messages

Step 2: View the message details

Click to reply on documents required

Step 3: Attach the required documents / add comments and submit to Aviva

Click Submit to complete the submission

Attach a picture of the required document

Please enter your comments

here.

Benefits

Benefits – Financial Calculator

Benefits - Financial Calculator

Check the Disclaimer

Select the appropriate type of treatment and click Next.

Fill in the requested information and click Calculate at the end of the questions.

The member may use this financial calculator to estimate the policy payout and coverage amount for an inpatient treatment under the basic plan. A policy may cover all, some, or none of the costs.

Benefits

Balance entitlement – Benefits balance

View the balance amount for benefits on annual policy limit.

Select a claim type to view

Benefits – Plan Entitlement

View the plan entitlement details.

Benefits – Plan Entitlement

My Profile

My Profile - Change Password

1. Click on Change

password

3. You can now login using the password

2. Enter both existing and new passwords, then click

Confirm to proceed

My Profile - Update Particulars

Changes that can be made for employee: 1. Nationality 2. Bank account if the payment arrangement is via

direct credit. If this is updated, a notification SMS will be sent to the member.

For employee: For dependant:

Select the dependant

Changes that can be made for dependant: 1. Nationality

eCard

eCard – Your Medical Card in Electronic Form

Swipe to see more member

Effective date will be the start date of each new policy year

Portrait view of eCard Landscape view of eCard

Find A Clinic

Find A Clinic – Search for a Panel GP clinic

List view Map view

Turn on your Location Services – the clinics will be sorted automatically by distance, starting with the clinic nearest to you.

Map view will be

available when you have your Location Services turn on.

Find a Clinic – Bookmark your Favourite Clinic for easy access

Click bookmark

You can now view it at the Favourites tab

Find A Clinic – Rate a clinic, give us your feedback

1. Click on “Rate your experience”

3. You can also enter any feedback here.

2. Give the rating using the star score

Claims help

Claims help

ClaimConnect – Claims help

Claims help contains useful info for self-help:

FAQ provides tips on using ClaimConnect:

Claims process provides general claims process info:

ClaimConnect – Claims help

Important content highlights the Dos and Don’ts in filing a claim:

Contact us page provides info on servicing broker (Mercer) Contacts: Mercer hotline number : +65 6555 1234 (Client ID: XXXX) Mercer email address : h&b@mercer.com Operating hours:8.30 am to 5.30 pm (Mon-Fri) exclude weekends and Public Holidays

Forgot Password – Resetting Password

Click on Forgot password

Enter your User ID and click

Submit Enter the OTP

received via your mobile, click

Submit

A new password will be sent to

your email

Forget Password – Retrieving Your Password

1. Retrieve the new

password sent to your

mailbox

You are now ready to login with your new password:

2. Login using the new

password received