Support Plus Value added services from Aviva protection We’re on hand with financial support if the worst should happen. But with our policies, you get so much more than that.

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2 Support Plus

Looking after you and your family

When you take out a personal, individual protection policy sold through our Estate Agent partners or an Independent Financial Adviser (IFA), 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 additional services as standard:

✓ Second Opinion by Best Doctors®

✓ Bupa Anytime HealthLine

✓ Counselling from Workplace Options

✓ Get Active Gym Discounts

✓ Physiotherapy

✓ Estate Administration

✓ Advanced Funeral Payments

✓ Bereavement Guide

✓ Grief Counselling for Children

✓ Bereavement Counselling

These services are available for you 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 informationPlease see the chart on page 11 which sets out which value added service come with what policy. They are non-contractual benefits meaning we can remove them at any time.

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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 subspecialities. 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 medical specialists.

• Help with everyday conditions like eczema or migraines, as well as more serious, life-threatening conditions.

• A second medical opinion, including recommended treatment, from one of their recognised experts.

Value added services from Aviva protection 3

Second Opinion by Best Doctors®

0345 030 8071

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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 OneYou call 0345 030 8071. You’ll need to confirm your policy number when you call.(Calls may be monitored and recorded).

Step TwoOne 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 ThreeMembers of the Best Doctors’ team will prepare your case for the expert, so they can choose an appropriate specialist to review your diagnosis and treatment options.

Step FourThe 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 opinion on your diagnosis and treatment recommendations. 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 FiveYou’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 help you make a decision to move forward.

4 Support Plus

How does the service work?

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Who can use the service?Life covered partner/spouse, children up to their 18th birthday, or 21st birthday if in full time education.

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 mental health, dental or emergency conditions. Also, you’ll be responsible for any costs associated with travel, accommodation and private treatment either here in the UK or abroad.

Value added services from Aviva protection 5

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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.

What is Bupa Anytime HealthLine?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 0345 030 8071. 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 covered partner/spouse and dependent children.

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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.

Bupa Anytime HealthLine

Access to experienced nurses for you and your family – day and night.

0345 030 8071

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Value added services from Aviva protection 7

Wellness

Helping you maintain and retain a healthy body and mind.

Get Active Gym Discounts Enjoy discounted gym memberships at a choice of health clubs around the UK to help you be fit and healthy. For more information visit www.getactive.aviva.co.uk and enter code: PRTCON. Terms and conditions are available on the website.

PhysiotherapyWith Income Protection+ and Fracture cover, when selected under another policy, we provide access to online and face to face physio services provided by IPRS aimed at helping to manage minor conditions and prevent them from getting worse. Depending on the condition you may receive a consultation, an online physio programme, and up to three face-to-face sessions should you need them.

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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 CounsellingHighly 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 for an initial 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.

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.

You can then arrange future session times directly with the counsellor. When face-to-face appointments are considered appropriate, they will be within a close radius of your home or work.

The counselling service is not just for you, it can be used by your partner or children aged 18 and over.

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 services provided by Workplace Options.

Counselling0345 030 8071

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Value added services from Aviva protection 9

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.

Counselling case study (Fictional case)

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Estate Administration (Provided by Red Apple (mydigiexecutor))Dealing with a death can be an emotional and stressful time; the paperwork can be confusing and difficult which is why we offer, through Red Apple, a discounted fixed fee legal and probate service, providing digital and over the phone assistance when you need it the most. Expert guidance can be provided at no extra cost to help you and your loved ones deal with the immediate steps following the death of someone.

Advanced Funeral PaymentsDealing with the loss of a loved one is a stressful time; to make things easier for you, we can pay the funds from a death claim straight to the funeral director.

Bereavement GuideWe aim to make the practical side of a bereavement process as straightforward as we can. We have a helpful guide designed

to lead you through the practicalities of registering a death and what to do next.

Grief Counselling For Children (provided by Grief Encounter)For a child, losing their parent is a devastating and life changing event. Early intervention is imperative, which is why we’ve teamed up with Grief Encounter, offering bereavement support specifically for children and those who care for them. The registered charity is a flexible and accessible service, which aims to professionally care and respond to young people’s needs when they require it the most.

Bereavement Counselling (provided by Workplace Options)Aviva life cover isn’t just there to pay a claim, we also provide those left behind (spouse, dependent children and parents) with up to six face-to-face or telephone counselling sessions from a qualified counsellor.

Bereavement

Being there for you when the worst happens and you need to make a claim.

10 Support Plus

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How do the support services work?

When you take out a personal, individual protection policy sold through our Estate Agent partners or an Independent Financial Adviser (IFA), you can relax, safe in the knowledge that we’ll be there for you and your family when it really matters.

Value added services from Aviva protection 11

Support Service Life Insurance+

Critical Illness+

Income Protection+

Living Costs

Protection

Whole of Life+

Simple Life

Insurance

Wellness

Carer Support ✓ ✓ ✓ ✓ ✓

Gym Discount ✓ ✓ ✓ ✓ ✓ ✓

Physiotherapy1 (provided by IPRS) ✓

Care

Mental Health Counselling (provided by Workplace Options)

✓ ✓ ✓ ✓ ✓

Second Medical Opinion (provided by Best Doctors)

✓ ✓ ✓ ✓ ✓

Bupa Healthline (provided by BUPA) ✓ ✓ ✓ ✓ ✓

Bereavement

Estate Administration (provided by Red Apple)

✓ ✓ ✓

Advanced Funeral Payments ✓ ✓ ✓

Bereavement Guide ✓ ✓ ✓

Bereavement Counselling (provided by Workplace Options)

✓ ✓

1 This service is also available if you choose to take out optional fracture cover (available at an additional cost) alongside a protection+ policy and have a successful fracture cover claim. The benefits outlined above are non-contractual meaning we can remove them at any time.

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Aviva Life & Pensions UK Limited. Registered in England No. 3253947. Registered Office: Aviva, Wellington Row, York, YO90 1WR. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Member of the Association of British Insurers. Firm Reference Number 185896.

AL54004 02/2020 © Aviva plc

Service Contact Number Opening Hours/days

Gym Discount Visit www.getactive.aviva.co.uk and enter code: PRTCON.

Physiotherapy

Call our claims teamIncome Protection+0800 158 3105

Fracture Cover0800 015 1142

Income Protection+Monday to Friday 8.30am - 5.30pmSaturday closedSunday & Bank Holidays closedFracture CoverMonday to Friday 8.00am - 6.00pmSaturday 8.00am - 2.00pmSunday & Bank Holidays Closed

Mental health counselling 03450308071 Available 24/7

Best Doctors 03450308071 Available 24/7

Bupa Anytime Health 03450308071 Available 24/7

Estate Administration Visit websitewww.mydigiexecutor.com/ Available 24/7

Advanced Funeral Payment

Call our claims team0800 015 1142

Monday to Friday 8.00am - 6.00pmSaturday 8.00am - 2.00pmSunday & Bank Holidays Closed

Bereavement Guide Call our claims team0800 015 1142

Monday to Friday 8.00am - 6.00pmSaturday 8.00am - 2.00pmSunday & Bank Holidays Closed

Grief Counselling for children

Call our claims team0800 015 1142

Monday to Friday 8.00am - 6.00pmSaturday 8.00am - 2.00pmSunday & Bank Holidays Closed

Bereavement counselling 03450308071 Available 24/7

Calls may be monitored/recorded. Charges may apply for 0345 numbers.You can also log in to your MyAviva account which includes details of our care support services listed on page 11

Contact information

To use these services, please use the following details:

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