Aviva today announced that their award winning Back-Up service is now available to its individual and small group private health insurance customers. This decision follows the highly successful launch of Back-Up to its own staff and corporate customers.
Back-Up, which is just one of a number of new specialist case management initiatives being introduced by Aviva UK Health, reflects the need to move away from a traditional “one size fits all” approach to private health insurance claims management to offer customers a truly personalised, expert-led service tailored to their exact needs.
Developed with the UK’s leading professional rehabilitation provider HCML, Back-Up, which utilises evidence based medical guidelines for managing back and neck pain, has proven to significantly improve the speed of recovery and return to work rate for customers. In addition, the number of physiotherapy sessions required has been greatly reduced and far fewer people have needed to be referred to a specialist.
Rather than having to wait to see their GP, customers are referred to the Back-Up service to speak to a dedicated case manager who conducts an in-depth assessment and offers practical and clinical advice and support. A personalised rehabilitation plan is then tailored to their individual needs. Where the customer is part of a group scheme, the case manager can also work with their line manager to advise how they can be helped safely and effectively at work.
Mark Sharpe, clinical development manager at Aviva’s UK Health business, said: “Musculoskeletal conditions are one of the top causes of private health insurance claims, yet they have traditionally been treated with a broad brush six to 10 sessions of physiotherapy approach which gives little consideration to the customer’s exact circumstances. Our Back-Up service bucks this trend.
“Evidence now shows that tailoring treatment plans to the individual’s personal needs, has a far better out-come for all parties – the individual recovers quicker, employers benefit from reduced sickness absence costs and our medical insurance claims costs, and therefore future premium increases, are controlled.
We are extremely proud of our Back-Up service which has already delivered numerous benefits for our customers. The feedback we’ve received is absolutely fantastic and we’re delighted more of our customers can now benefit from this highly valued service.”
