Sky Healthcare Plan - aviva.co.uk · see page 13 for full details Welcome to your Sky healthcare plan The health of our people is very important to us at Sky so we have made private

Sky Healthcare PlanMember guide July 2019

Plan number 981BBW

Customer service helpline 0800 046 8312

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Contents

Introduction 2

Benefit summary 3

Benefit summary table 4-5

What’s not eligible for benefit – summary 6

How you make a claim for back, neck, muscle and mental health symptoms 8-9

How you make a claim for all other symptoms 10

What happens in an emergency 11

Customer service helpline 11

Providing you with high quality care 12

Aviva Digital GP 13

MyAviva 13

Helping you stay healthy 14

General information about your healthcare plan 15-16

About this guideThis guide provides a summary of the benefits you can enjoy through the

Sky healthcare plan through Aviva and contains details such as how to

make a claim or what you should do if your personal circumstances change.

To make the most of your healthcare plan, please read this guide which includes:

l your benefit summary including the benefit table

l how to make a claim.

Sky Healthcare Plan

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Introduction

Need to make a claim?

Go to page 8 and follow the

step by step guide.

Remember you must get

authorisation before receiving

treatment by calling 0800 046 8312.

Calls to and from Aviva may be

monitored and/or recorded.

Need to see a GP?

We are delighted to continue to

provide everyone’s personal health

service through Aviva digital GP,

see page 13 for full details

Welcome to your Sky healthcare planThe health of our people is very important to us at Sky so we have made private

healthcare available to all of our permanent employees. The plan is administered

on Sky’s behalf by Aviva and is provided by a trust.

The aim of our healthcare plan is to diagnose and treat acute short-term medical

conditions. In simple terms, an acute medical condition is a disease, illness or injury

that is likely to respond quickly to treatment. The plan gives access to private healthcare

to provide an alternative, more convenient, and potentially quicker route for treatment

than the NHS. The NHS continues to be the best route for the treatment of

chronic conditions, often being long-term, ongoing medical conditions for which

longer-term control and monitoring may be required. So the Sky healthcare plan, in

keeping with the majority of private healthcare plans, does not provide benefit for

chronic conditions and the NHS should be used for their treatment.

The plan benefits are in addition to the NHS, which should be the first point

of contact before any referrals can be made to the Sky healthcare plan, with a couple

of specific exceptions. It is important that you understand the claims process described

in this booklet as this will help speed up your access to treatment under the plan.

Healthcare optionsWe listen to feedback from Sky’s people and recognise that as we’re all different,

we all need different benefits at different stages in our lives. There are 3 benefit options

for our people to choose from to provide the right level of benefit for your current needs:

l Sky Healthcare: The basic healthcare plan pays for a wide range of treatment and

diagnostic tests as an out-patient (up to a combined total of £1,500 per member per

scheme year – some benefits are not subject to the out-patient limit) but no benefit

for in-patient or day-patient treatment, for which you would need to use the NHS.

l Sky Healthcare +: The core healthcare plan pays for a wide range of treatment as an

out-patient (up to a combined total of £1,500 per member per scheme year – some

benefits are not subject to the out-patient limit) and as an in-patient, potentially

providing a quicker route to treatment than the NHS, subject to you paying an excess

of £125 per member per scheme year. Physiotherapy received through the BacktoBetter

service or treatment received through the Mental Health Pathway will not be subject to

the excess.

l Sky Healthcare + Extra: The comprehensive healthcare plan pays for a wide range of

treatment as an out-patient and as an in-patient potentially providing a quicker route

to treatment than the NHS, subject to you paying an excess of £125 per member per

scheme year and an annual upgrade charge, deducted via payroll. Physiotherapy

received through the BacktoBetter service or treatment received through the Mental

Health Pathway will not be subject to the excess.

Further details on the benefits available for each option are provided in this guide.

Information on how to make your choice is available at www.myskyrewards.com

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Benefit summary

The Sky healthcare planThe benefit summary and table have been designed to provide you with the key information about your healthcare benefit. Full details of the definitions, benefit rules, conditions and exclusions can be found on the Scheme Rules held on myskyrewards.com

BenefitsBenefit limits shown in this summary apply per person, per scheme year and all treatment and diagnostic tests must be by, and under the care of a specialist following referral by a GP unless otherwise stated. We will only pay for treatment which you receive whilst you are a member of the plan.

Benefit for existing medical conditions

Sky employees will be eligible for pre-existing conditions in line with the rules and benefits of the plan. Depending on when you joined

the plan and eligibility based on your job, your dependants may also be eligible for benefit.

An eligible dependant is an employee’s;

l spouse or partner, including civil partner;

l unmarried children, including stepchildren, in full-time education under the age of 25 and/or

l unmarried children, including stepchildren, under the age of 21.

Three month qualifying periodIf your dependants are eligible for benefit but do not join the healthcare plan within a month of your joining date, then any

consultations and/or treatments received relating to any condition or symptom that they had before they joined the plan

will not be paid for the first three months from their joining date. After three months membership, benefit will be available

for eligible pre-existing conditions in line with the rules and benefits of the plan.

ExcessUnless otherwise stated, an excess of £125 per member per scheme year applies to all members on the Sky Healthcare + and

Sky Healthcare + Extra options. Benefit will only be paid once the excess has been exceeded and the excess should be

settled directly with the relevant hospital/specialist. The excess does not apply to NHS cash benefit, NHS cancer cash

benefit, donations we make to a hospice, physiotherapy received through the BacktoBetter service or treatment received

through the Mental Health Pathway.

Out-patient benefit limitUnless otherwise stated, all members on the Sky Healthcare and Sky Healthcare + options are subject to a combined

limit of £1,500 for out-patient treatment per member per scheme year. CT, MRI and PET scans, treatment for cancer, any

pathology/diagnostic tests conducted as an out-patient as part of the in-patient admission process, physiotherapy

received through the BacktoBetter service or treatment received through the Mental Health Pathway, unless a referral is

required to a specialist or psychiatrist that results in additional out-patient treatment, are not subject to the out-patient

limit. For Sky Healthcare + members only, the out-patient limit won’t apply to any pathology, ECGs or other pre-admission

tests conducted before an admission. See the benefit table for further details.

Key Points

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Benefit summary tableSky Healthcare

Sky Healthcare +

Sky Healthcare +

ExtraNotes

Excess No Excess £125 £125Per member per scheme year.See excess benefit rule

Treatment as an out-patientInvasive surgical procedures Y Y Y See out-patient limit benefit rule

CT, MRI and PET scans

Two scans in combined total per member per

scheme year

Y Y

Out-patient CT, MRI or PET scans will only be eligible for benefit at a diagnostic centre recognised by us See out-patient limit benefit rule

Treatment for cancer N Y Y See out-patient limit benefit rule

Pre-admission tests (tests carried out at hospital before your admission to check that you are fit to undergo surgery and anaesthesia. These can include ECGs, blood tests)

N Y Y

The plan will pay for pre-admission tests that are carried out before in-patient or day-patient treatment that is a benefit under the plan

The following benefits are subject to a combined limit of £1,500 per member per scheme year for Sky Healthcare and Sky Healthcare +

No out-patient limit for Sky

Healthcare + Extra

Notes

Consultations with a specialist Y Y In full

Diagnostic testsIncluding pathology, X-rays, physiological tests such as ECG’s

Y Y In full

Treatment for pain in the back, neck, muscles or joints – musculoskeletal conditions

Physiotherapy received through the BacktoBetter service will not be subject to the out-patient limit In full

Via the BacktoBetter service, see page 8 for further details on how to claim. See BacktoBetter benefit rule

Y Y

Treatment by a physiotherapist or chiropodist/podiatrist on referral by a GP (for conditions that are not musculoskeletal, for example physiotherapy for dizziness)

Up to 8 sessions in combined total to be taken from

the overall out-patient limit

Up to 8 sessions in combined

total

Per member per condition per scheme year See therapies benefit rule

Treatment by an acupuncturist on referral by a GP (for any condition other than pain in the back, neck, muscles or joints)

Up to £300 to be taken from the overall out-patient limit

Up to £300 Per member per scheme year

Treatment of acute conditions by a homeopath on specialist referral (for any condition other than pain in the back, neck, muscles or joints)

Y Y In full

Ultrasound scan on referral by a GP Y Y In fullOne scan per member per scheme year

Treatment as an in-patient or day-patient at a hospital on the hospital list or in an NHS pay-bed. See hospital charges benefit rule

Hospital charges N Y

Consisting of accommodation and meals, nursing care, drugs and surgical dressings, operating theatre; intensive and high dependency care; prostheses inserted into the body during an operation; physiotherapy

Specialists’ fees N Y

Diagnostic tests N Y Including blood tests, X-rays, scans, ECGs

Radiotherapy/chemotherapy N Y

Treatment for pain in the back, neck, muscles or joints – musculoskeletal conditions

N YSee BacktoBetter benefit rule;(for Healthcare + and Healthcare + Extra only)

The information on these benefit pages must be read in conjunction with the definitions, benefit rules, conditions and exclusions found on the Scheme Rules held on myskyrewards.com

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Sky HealthcareSky

Healthcare +

Sky Healthcare +

ExtraNotes

Mental Health benefitThe following benefits are subject to a combined limit of £15,000 per

member per scheme year for Healthcare + and Healthcare + Extra options

In-patient or day-patient consisting of accommodation,nursing and specialists’ fees

NYes-subject to a combined

limit of £15,000 per member per scheme year

£125 excess will be applied

Treatment received through the Mental Health pathway will not be subject to the

out-patient limit

Out-patient via the Mental Health pathway Y

Yes-subject to a combined limit of £15,000 per

member per scheme year

For treatments and counselling delivered through the Mental Health pathway: no GP referral required and no excess applied

Counselling by a psychiatric therapist, on GP referral

Up to 6 sessionsin combined

total per memberper scheme year,taken from the

£1,500 combinedout-patient limit

Up to 6 sessionsin combined

total per memberper scheme year

For counselling delivered outside the Mental Heath pathway: a GP referral will be required, no excess will be applied and cost contributes to your out-patient limit

Out-patient psychiatric treatment by a specialist on GP referral

To be takenfrom the £1,500

combinedout-patient limit

Yes-up to £15,000 in combined

total per member per scheme year

No excess will be applied

Additional benefits

Wigs – for Healthcare + and Healthcare + Extra only N Up to £250

Per member per scheme year. This benefit is only available when a wig is required due to hair loss caused by cancer treatment

Targeted drug therapies for cancer N Y

Up to 36 months per condition. This time limit starts from when the member first receives the targeted therapy.

Bone strengthening drugs (such as bisphosphonates) N Y

Up to 36 months. The time limit starts from when the member first starts taking bone strengthening drugs

Home nursing N Up to £1,000

Immediately following eligible treatment as an in-patient or day-patient; See home nursing benefit rule; (for Healthcare + and Healthcare + Extra options only)

Private ambulance N YTo the nearest available facility, where medically necessary. See private ambulance benefit rule

Parent accommodation when staying with a child N Y Child under the age of 12 receiving treatment

paid for by the plan; one parent only.

NHS cash benefit N £150 per night

For each night spent undergoing eligible treatment as an NHS in-patient; up to a maximum of £1,500 per member per scheme year. Cash benefit is not payable for the first night following an accident or emergency admission, for psychiatric treatment, for cancer treatment, or if you claim for the cost of an NHS amenity bed for the same treatment. See NHS cash benefit rule; (For Healthcare + and Healthcare + Extra options only)

NHS cancer cash benefit N £100 each day See NHS cancer cash benefit rule

Hospice donation N Up to £70 per day for up to 10 days

See hospice benefit rule; (For Healthcare + and Healthcare + Extra options only)

Treatment for complications of pregnancy N Limited benefit available

Ectopic pregnancy and hydatidiform mole only; See pregnancy complications benefit rule; (For Healthcare + and Healthcare + Extra options only)

Aviva Digital GP Unlimited GP video consultations Powered by Now Healthcare Group

The information on these benefit pages must be read in conjunction with the definitions, benefit rules, conditions and exclusions found on the Scheme Rules held on myskyrewards.com

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l Long term or chronic conditions

l Treatment undertaken by a specialist without GP referral

(except through BacktoBetter or Mental Health Pathway)

l Any musculoskeletal or mental health treatment not

pre-authorised by us

l Seeing a GP privately

l Prescription charges

l Charges by a GP, medical practitioner or specialist for

completion of a claim form

l Take home drugs and dressings

l HIV/AIDS and related conditions

l Treatment received in a health hydro or similar

establishment

l Cosmetic treatment (except following an accident or

surgery for cancer)

l Routine medical examinations including eye tests, contact

lenses, laser eye surgery or eyesight correction and health

screens etc. (If we have paid for you to have treatment for

cancer, this exclusion won’t apply with regard to cancer)

l Sports injuries where you’re paid or personally sponsored

l Convalescence

l Experimental treatment (limited benefit may be

available – please contact us)

l Incidental hospital expenses such as newspapers and

telephone calls

l Kidney dialysis

l Routine dental treatment

l Treatment for pregnancy or childbirth other than

complications specified in the scheme rules

l Treatment for infertility

l Overseas treatment

l Surgical or medical appliances such as neurostimulators

(e.g cochlear implants) and crutches

l Alcoholism, alcohol abuse, solvent abuse, drug abuse

and other addictive conditions

l Treatment for psycho-geriatric conditions

l Treatment required as a result of war, terrorism,

contamination by radioactivity, biological or chemical agents

l Varicose veins of the leg, unless they meet specific criteria

detailed in the scheme rules

l Sleep disorders and sleep problems, such as snoring and

sleep apnoea

l Treatment for skin tags, warts and verrucas

l Treatment by a practitioner, specialist or other healthcare

professional who isn’t recognised by us

l Treatment at a hospital, facility or any other treatment

centre that isn’t recognised by us

l Weight loss surgery.

This is a summary of the plan exclusions. Full details of

benefits and exclusions are given in the Scheme Rules, a copy

of which is available at myskyrewards.com

What’s not eligible for benefit – summaryThere are some things which are not eligible under UK private medical plans so it’s important you speak to the customer service helpline before receiving any treatment. Some examples of what isn’t eligible under the plan include:

Chronic conditions explainedA chronic condition is a disease, illness or injury which has one or more of the following characteristics:

• it needs ongoing or long-term monitoring through consultations, examinations, check-ups and/or tests

• it needs ongoing or long-term control or relief of symptoms

• it requires your rehabilitation or for you to be specially trained to cope with it

• it continues indefinitely

• it has no known cure

• it comes back or is likely to come back.

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How you make a claim for back, neck, muscle and mental health symptoms

Please call us so that we can confirm:l the details of your membership

l the treatment you require is eligible for benefit under the terms of your plan

l if there are any limits that apply to your benefit which you should be aware of, or

l for symptoms requiring GP referral, that your recommended specialist and hospital

are recognised by us.

Back, neck, muscle or joint pain

BacktoBetter service

Step 1 – If you’re unwellFor back, neck, muscle or joint pain the BacktoBetter

service should be your first point of call with no need to

contact your GP.

Just call the customer service helpline.

If your claim is managed through telephone support or a course of face-to-face physiotherapy, neither the excess or the out-patient limit will apply. The excess and out-patient limit will apply to any other investigations, consultations with a specialist or treatment.

Step 2 – Calling the customer service helpline

Please call the customer service helpline on

0800 046 8312. Before you make this call, please check

that you have to hand:

l your plan number, which is detailed on the front of

this member guide

l details of your symptoms and when they started.

One of our advisers will arrange for a clinical case manager from the BacktoBetter team to contact you at a convenient time to assess your symptoms.

An on-site physiotherapist is available for employees at Osterley.

The following outlines how a claim works in practice:

If you have back, neck, muscle, joint pain or mental health symptoms you do not need to see a GP before contacting us – call us straight away on the customer service helpline number to access the clinically led BacktoBetter service or mental health pathway.

For all other conditions , either visit your GP in the usual way, or access Aviva Digital GP. If the GP refers you to a specialist for diagnostic tests or treatment, you can start a claim by calling the customer service helpline on 0800 046 8312, or online through MyAviva.

Mental Health symptoms

Mental Health Pathway

Step 1 – If you’re unwell

If you’re worried about your mental wellbeing,

our clinical case management approach can help.

There’s no need to make an appointment with your GP

and no excess will be applied, just call the customer service

helpline. Your GP is a key source of help for mental health so

you may also wish to make a GP appointment.

No excess is applied to speak to a therapist

Step 2 – Calling the customer service helpline

Please call the customer service helpline on

0800 046 8312. Before you make this call please

check that you have to hand:

l your plan number, which is detailed on the front of this

member guide

l details of your symptoms and when they started.

One of our advisers will transfer you to our independent

provider where a therapist will conduct a thorough

assessment with you. Or, if you prefer, we can arrange a

suitable time to call you back.

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How you make a claim for back, neck, muscle and mental health symptoms

If you do not contact the customer service helpline and you continue with any recommended diagnostic tests or treatment, you

may have to pay the costs for these services if they are not paid for by your healthcare plan.

To make the process as quick and easy as possible, most claims will be telephone assessed by our experienced claims advisers.

This means we can take all the necessary medical information from you over the telephone to confirm your benefit and no claim

form will be required (some situations will require more information from your GP or specialist).

Private Healthcare Information Network

You can find independent information about the quality and cost of private treatment available from doctors

and hospitals from the Private Healthcare Information Network: www.phin.org.uk

Step 3 – Telephone clinical assessment

Using evidence-based medical guidelines a clinical case

manager will conduct a thorough assessment of your

problem and recommend the most effective course

of treatment. If clinically appropriate, this will include

being referred to one of the BacktoBetter approved

physiotherapists for treatment within two working days

and/or onward referral to a specialist.

The clinical case manager will provide advice to help

you manage symptoms and pain, how best to remain

active with a tailored home exercise programme and will

continue to monitor your progress throughout your claim.

Step 3 – Get your personal treatment plan

From a range of treatment options, the therapist will

agree what’s the most appropriate help for you,

these options include:

l self-directed online services

l remote therapy (telephone or video link)

l face-to-face treatment

l further assessment by a psychiatrist, if clinically

necessary.

All treatment is led by experienced mental health

therapists working in conjunction with our independent

clinical provider. Then, at the end of treatment you’ll be

provided with a plan to help manage your symptoms in the

longer term.

Step 4 – Payment of bills

All eligible bills will be settled by us directly with the

treatment provider, and most specialists and hospitals

send copies of their bills straight to us for payment.

If you do receive a bill for your treatment please ask your

specialist to send another copy straight to us. Alternatively

you can send your copy of the bill to us, together with your

plan number so that we can arrange payment. Please send

it to:

Bill Payment Team Aviva Health UK Limited Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY

We’ll contact you to advise if you need to pay any part of

the bills, for example, if you have an excess.

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How to make a claim forany other symptomsFor all other conditions it’s important that you contact the customer service helpline on 0800 046 8312 before you undertake any specialist consultations or receive any private medical treatment on referral from your GP or digital GP.

Any other symptoms

Step 1 – If you’re unwell

For any other symptoms, please contact your GP or digital GP in the first instance. If they refer you for further assessment

or treatment, please contact us to discuss the details of your claim and check that the costs of private medical treatment will

be paid for under your healthcare plan.

If you have an open referral, with no specialist name, we can help to find the specialists in your area that work out of a

hospital on your list. This sometimes means you can get an appointment quicker as you can arrange an appointment with the

specialist that can see you at a time that suits you.

An excess of £125 per member per scheme year applies to all members on the Sky Healthcare + and Sky Healthcare + Extra options.

Step 3 – Diagnostic tests, treatment or surgery

If your specialist decides you need hospital treatment they will arrange this with you. It is important you call us to let us know:

l where you will be treated

l when you plan to have your treatment

l the procedure code (called the CCSD code), which your specialist will provide you with.

Step 2 – Calling the customer service helpline

Please call the customer service helpline on 0800 046 8312. Before you make this call please check that you have to hand:

l your plan number, which is detailed on the front of this member guide

l details of your symptoms and when they started

l what your GP or digital GP has told you

l the name of the person you’ve been referred to and the hospital they work out of.

If you have an open referral, with no specialist name, we can help to find a specialist in your area who works out of a hospital

on your list.

Step 4 – Payment of bills

All eligible bills will be settled by us directly with the treatment provider, and most specialists and hospitals send copies of their

bills straight to us for payment. If you do receive a bill for your treatment please ask your specialist to send another copy straight

to us. Alternatively you can send your copy of the bill to us, together with your plan number so that we can arrange payment.

Please send it to:

Bill Payment Team Aviva Health UK Limited Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY

We’ll contact you to advise if you need to pay any part of the bills, for example, if you have an excess.

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Customer service helpline

0800 046 8312 For members calling outside the UK please call 0114 358 9730 Our team of advisers are available to take your calls from:

8am – 8pm Monday to Friday

8am – 1pm Saturday

Calls to and from this number may be monitored and/or recorded.

What happens in an emergencyIf you require emergency treatment as a result of an accident or illness, you will normally be taken to the accident and emergency department of your nearest NHS hospital. The NHS is best placed to offer emergency treatment and facilities which are not normally available at private hospitals.

If you need further care after the initial treatment and are

considering private facilities, please discuss this with your

hospital doctor and contact the customer service helpline.

You will be able to discuss your claim in detail with one of our

experienced claims advisers to ensure you have access to

the most appropriate facilities when you require them.

How we can help you

The customer service helpline is managed by experienced claims

advisers who provide confidential support and reassurance and

will guide you through every step of the claims process.

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Providing you with high quality careOur aim is to ensure you receive high quality treatment at all times.Most claims are telephone assessed by experienced claims

advisers – making the process as quick and easy as possible.

This is to minimise disruption to you and to ensure you receive

your recommended treatment as quickly as possible.

Dedicated one-to-one support for specialist conditionsWe believe that it is important to offer you a consistency

of support and specialist care when dealing with certain

conditions. That’s why we have developed a number of

dedicated claims teams to look after specialist conditions

such as cancer, heart conditions, psychiatric and back, neck,

muscle or joint pain.

Each of these teams offer guidance from highly trained

claims experts, who are able to support you throughout the

course of your treatment. This ensures you can progress

from one stage of treatment to the next as seamlessly as

possible.

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Your Aviva Digital GPEveryone needs to see a doctor at some point. You can arrange a video consultation with

a GP from the comfort of your own home, or work, at a time that’s convenient to you. With

Aviva Digital GP, you’ll have the reassurance that you can access a network of over 1,000

NHS qualified GPs at the touch of the button.

Access to unlimited GP video consultations – you have access to unlimited video

consultations

Choice of GP – you can choose your GP by gender, from a range of languages and keep

the same GP for multiple appointments

Repeat NHS prescriptions/medication with free delivery – request in-app at the

same price you pay on the NHS (all NHS exemptions accepted) and get free delivery

Medication reminder service – use reminders for your NHS medication and notify a

family member when you have taken your medication

Chat to a GP or pharmacy – ask an NHS registered GP or a member of the Now

Pharmacy team a question in app

Paediatric GP consultations – add your children under 16 to your account for GP

consultations

Aviva Digital GP is powered by Now Healthcare Group - a digital health company

who provides video GP consultations for millions of NHS and corporate patients,

effectively giving you a GP in your pocket. Sign up is subject to the terms & conditions

of the Aviva Digital GP service which can be found at drnow.co.uk/avivatandc.htm. Details on

how to download and register for Digital GP will be included in your welcome email.

Please expect to receive this 2 to 3 weeks after your join date.

If you require support accessing Digital GP please contact [email protected].

Aviva Digital GP is available to residents of Great Britain and Northern Ireland at home or abroad. Residents of the Channel Islands or the Isle of Man are not eligible for this service.

Welcome to MyAvivaActivate your account today

There’s a whole host of benefits available at your fingertips:

view details of your healthcare scheme online, including benefit information

track any scheme excess and out-patient limit, helping you stay in control

start a claim online, update an existing claim, or arrange a callback to

speak to us

get access to frequently asked questions, helpful guidance and contact

information when you need it most

enjoy discounts on a range of Aviva products and services.

MyAviva brings together the products that help our customers protect their life,

health, loved ones, future and possessions in one secure and simple-to-use

online place.

Log in to MyAviva today at aviva.co.uk/myaviva - safe, secure and tailored to

work on all devices

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Helping you stay healthy

Health and fitness club membershipWe love looking after your health and wellbeing.

After all, when you’re fit and healthy, you’re far less likely to

feel run-down. That’s why we’ve teamed up with some of the

UK’s leading health and fitness clubs to offer you up to

25% off gym membership.

To find out more visit aviva.co.uk/getactive and enter your

details to find a deal near you. Enter the code HCGLRG to

sign up – it’s as simple as that.

The sign-up process means you will enter a binding contract

with the health and fitness club, which will include conditions

such as minimum term and monthly fees. Please read the

terms and conditions relating to your chosen health and

fitness club carefully.

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General information about your healthcare plan

Change of detailsPlease update your details using Employee Self Service on

People@Sky or contact [email protected] should any

of your personal details change, for example address or name.

If you are eligible for family cover and wish to add new

dependants, for example a new born baby, update your details

using www.myskyrewards.com.

Remember to update us with any changes to your children’s

education status to ensure they are still eligible to remain on

the plan.

If you leave the healthcare plan If you leave Sky your membership of the healthcare plan will

cease immediately. However, having been a member of a

company plan you’re entitled to benefit from continued private

healthcare on an individual policy without further medical

underwriting. Benefits, terms and exclusions on an individual

policy may be different to those on this healthcare plan.

If you would like to discuss this further please contact our

sales advice line on 0800 056 3008.

Lines are open:

Monday to Thursday 8:30am – 8pm

Friday 8:30am – 6pm and

Saturday 9am – 1pm

Calls to and from this number may be monitored and/or recorded.

Please note that to qualify for continued benefit you need to

apply within 45 days from the date your previous benefit

ceases. If more than 45 days elapse you will be required to

complete a member health declaration which may affect your

underwriting.

Income tax liabilityUnder current UK tax rules, the contribution that’s paid to the

Trust for your inclusion in the plan arises from your employment

and is therefore a taxable benefit.

Details are avaliable on www.myskyrewards.com.

Contacting us If you have any questions about how we use personal

information, or if you want to exercise your rights stated above,

please contact our Data Protection Team by either emailing

them at [email protected] or writing to the Data Protection

Officer, Level 4, Pitheavlis, Perth PH2 9NH.

If you have a complaint or concern about how we use your

personal information, please contact us in the first instance

and we will attempt to resolve the issue as soon as possible.

You also have the right to lodge a complaint with the

Information Commissioners Office at any time.

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16

Benefit abroadOverseas benefit is not provided by the healthcare plan.

You should consider taking out appropriate travel insurance

before travelling abroad. For a quotation with Aviva for travel

insurance please visit: www.aviva.co.uk/healthy-discount. This

website also entitles you to discounted home or car insurance

through Aviva.

If you are travelling abroad on company business you will be

covered through Sky.

Contact [email protected] for more details.

If you have any cause for complaintOur aim is to provide a first-class standard of service to our

customers at all times and to do everything we can to ensure

you are satisfied. However, if you ever feel we have fallen short

of this standard and you have cause to make a complaint,

please let us know.

Our contact details are:

Aviva Health UK Ltd, Complaints Department PO Box 540,

Eastleigh SO50 0ET

Telephone: 0800 051 7501 Email: [email protected]

We have every reason to believe that you will be totally

satisfied with your Sky Healthcare plan through Aviva and with

our service. It is very rare that matters cannot be resolved

amicably. However, if you are still unhappy with the outcome

after we have investigated it for you and feel that there is

additional information that should be considered, you should

let us have that information as soon as possible so that we can

review it.

And finally...

If you have any queries, please contact us using the

customer service helpline on 0800 046 8312.

Calls to and from this number may be monitored

and/or recorded.

AV299597_GEN2925_0819.indd 16 7/30/19 11:49 PM

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GEN2925 07/2019 REG002 © Aviva plc

Aviva Health UK Limited. Registered in England Number 2464270. Registered Office 8 Surrey Street Norwich NR1 3NG.

Authorised and regulated by the Financial Conduct Authority. Firm Reference Number 308139

Customer service helpline

0800 046 8312

8.00am - 8.00pm Monday to Friday, 8.00am - 1.00pm Saturday

Your plan number: 981BBWCalls to and from this number may be monitored and/or recorded.

For members calling from outside the UK please call 0114 358 9730

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