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Arthur Petrillo

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Review of the Aviva, Health insurance:

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A pattern of delay while patients wait

I've had Aviva private medical insurance since July 2025. I've made two significant claims, and both followed the same pattern: delay, missed deadlines and shifting explanations, while I waited for care I needed. Heart claim. In November 2025 I claimed for chest pain. Aviva approved it on 1 December, then withdrew the approval the next day. In July 2026 it refused the claim, citing an exclusion it had added to my policy based on an incorrect entry in my GP records. It took me nearly a year, a letter from my cardiologist and repeated complaints before Aviva removed the exclusion, backdated to the start of the policy, and authorised the claim on 27 October 2026. Aviva then rejected my complaint and refused any compensation for that year. Eye claim. In October 2026 I asked for authorisation to see an eye specialist and was diagnosed with a cataract that needs surgery. I supplied every document Aviva requested within a week. Aviva then missed every deadline it set itself. Its chat told me it was waiting for my GP four days after my GP had already replied. A 30-minute call gave me no name, no reference and no date, just "we've gone back to your GP with more questions". Four weeks on, I still have no decision and can't book surgery while my sight gets worse. Each time, the burden falls on the patient to chase, prove and escalate, while the clock runs. If you are choosing health insurance, look elsewhere. Reviewed on: 5th November 2026

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