Irish Broker Article: Aviva Care celebrates one year milestone
Protection Subtitle
As we celebrate the first anniversary of Aviva Care, we would like to take time to reflect on the last year and celebrate our innovative value-added benefit which has been transformative for our customers, our brokers and Aviva alike.
Aviva Care is provided by Teladoc Health, one of the leading global providers in virtual care, and it gives our customers four health & wellbeing services that are easily accessible through an app that can be downloaded to a mobile phone. These services are:
1. Digital GP
2. Best Doctors Second Medical Opinion Service
3. Family Care Mental Health Support
4. Bereavement Support.
When we launched Aviva Care in January 2023, our vision was to ensure that our customers were getting an insurance product that not only provided them and their loved ones with life cover, specified illness cover and income protection but also to ensure that they could get benefit from their Aviva policy even if they were to never make a claim. What’s more, our aim was to deliver these services to our customers at no extra cost to them. One year on through the testimonials and feedback from our customers we can confidently say that we have delivered just that.
One of the hallmarks of Aviva Care’s success lies in the fact that it can be accessed through an App meaning that our customer can use it whenever they need it without having to remember a phone number particularly at a time when their health defences are already down.
Since the launch of Aviva Care, we have received hugely positive feedback from our customers who have used the services that it provides. Take a look at all of the latest facts and figures from Aviva Care.
Aviva Care in Numbers
Since the launch of Aviva Care, we have received hugely positive feedback on the value of these benefits from the customers who have used the services. Take a look at all of the latest facts and figures and a recent Best Doctors testimonial below.
68%
of registered customers have used the Digital GP service
231%
growth in the use of Family Care
(our mental health service) since November 2022
55%
have a change of treatment as a result of using the Best Doctors service, 16% have a change in diagnosis
€600
is the average amount people have saved using our mental health service based on 5 sessions versus paying privately*
4.7
is the average customer satisfaction score out of 5
67%
of people using the services are between the ages of 30 – 49.
Source: Teladoc Health, Inc. Monthly Service Report (Nov 23)
It will be no surprise to know that the digital GP service has been the most popular of all services offered by Aviva Care. The appeal of digital GP is likely down to its convenience and the fact that there is no charge to our customers for using it. It can be used for minor, straightforward health issues and can offer quick and easy access to a doctor, saving time and money for our customers. The most common illnesses that our customers contacted the Digital GP in 2023 for was flu, cough, sinusitis, chest infection, sore throat, eye and ear infections, headache, covid, stomach-ache, nausea and they also had queries around orthopaedic, gastroenterology and respiratory issues. The digital GP can also issue a prescription, by emailing it to a local pharmacy and can even issue sick certs.
Our Family Care Mental Health support has been a benefit on Aviva protection policies since 2018. However since the launch of the Aviva Care App, in April 2023, we have seen a marked increase in the number of customers using this service. The Family Care mental health service is a phone-based therapy service that offers our customers and their immediate family access to specialised forms of therapy, including counselling, Cognitive Behavioural Therapy and bereavement therapy at no extra cost. According to Aware who carried out an online survey in April 2023, anxiety rates are high in Ireland, affecting 74% of adults and the under 25s are significantly impacted (source Aware.ie) and this is certainly reflected through our increased usage of the service. The main issues our customers are getting help with is anxiety, general life events & bereavement.
Best Doctors Second Medical Opinion service provides our customers with expert medical reviews to ensure accurate diagnoses and optimal treatment plans. It has been on Aviva protection policies since 2008 and is now accessible through the App. Our results show that the top 3 illnesses that our customers are using Best Doctors to get a second medical opinion on is for Oncology, Orthopaedics and Neurology and it is encouraging to know that 17% of customers that use the service have had a recommended change in diagnosis and 56% have had a recommended change in treatment.
As we mark this one-year milestone, the journey is far from over. We are committed to ensuring we increase the usage of Aviva Care to ensure our customers are utilising the full value of their Aviva Protection policy. We are delighted that we can now extend the service of digital GP to students in full time education of policy holders up to the age of 23. If they are over 18 all they need to do is download the App on to their phone and they will have access now to all 4 benefits.
For further information, visit AvivaBroker.ie/Aviva-care or talk to your Account Manager
Aviva Life & Pensions Ireland does not guarantee the on-going availability of any or all of the Aviva Care Ireland services to its policyholders and may, at its sole discretion, withdraw access to the service at a month’s notice. If we withdraw it, we’ll write to notify policyholders at least 30 days in advance of its removal.
Teladoc Health (who provide the Aviva Care services) is not a regulated financial service.
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Aviva Life & Pensions Ireland Designated Activity Company, a private company limited by shares. Registered in Ireland No. 165970. Registered office at Building 12, Cherrywood Business Park, Loughlinstown, Co Dublin. D18 W2P5. Aviva Life & Pensions Ireland Designated Activity Company, trading as Aviva Life & Pensions Ireland and Friends First, is regulated by the Central Bank of Ireland. Tel (01) 898 7950.
Aviva Insurance Ireland Designated Activity Company, trading as Aviva, is regulated by the Central Bank of Ireland. A private company limited by shares. Registered in Ireland No. 605769. Registered Office: Cherrywood Business Park, Dublin, Ireland, D18 W2P5.