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Looking after you and your family

When you take out a protection policy with us, 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 three additional services as standard: ✓ Second Opinion by Best Doctors® ✓ Bupa Anytime HealthLine ✓ Counselling and carer support from Workplace Options

All of these services are available for you and your immediate family 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 information These value added services are included on your policy as standard. However, they are non-contractual benefits meaning we can remove them at any time.

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Second Opinion by Best Doctors®

Access to over 50,000 international What does the service offer? medical experts. With Second Opinion by Best Doctors you get: When faced with a medical problem, you • Access to more than 50,000 international need answers. You need to understand your medical experts, who have been diagnosis and the possible treatment options. specifically nominated by other top So second opinions can really count, especially medical specialists. when they’re from expert international medical specialists. • Help with everyday conditions like eczema or migraines; which cause major discomfort, That’s why we’ve teamed up with second to more serious life-threatening illnesses. medical opinion provider, Best Doctors. • A second medical opinion, including Who are Best Doctors? recommended treatment, from one of the Best Doctors is a network of medical world’s recognised experts. 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 subspecialties. And each doctor on the database has been recommended by their peers as someone they would choose to treat themselves or their loved one.

J22629_AL54004_0917.indd 3 14/09/17 9:31 am How does the service work? 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 Who can use the service? highlights conclusions about the diagnosis and Life insured, partner/spouse, children up to age 18 or 21 if in full time education recommended treatment options. Once this is done, you are encouraged to share the Best Doctors report with your local treating doctor.

Step one You call 0800 085 6605. (Calls may be monitored and recorded).

Step Two One 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 Three Members of the Best Doctors’ team will prepare your case for the expert, so they can choose the most appropriate specialist to review your diagnosis and treatment options.

Step Four The 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 diagnosis and recommendations for treatment. 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 Five You’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 make the right decisions moving forward.

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J22629_AL54004_0917.indd 4 14/09/17 9:31 am What conditions are covered? What’s not covered? You can get a second medical opinion Second Opinion by Best Doctors doesn’t from Best Doctors on conditions which cover any acute conditions or mental illness. cause you significant discomfort in Also, you’ll be responsible for any costs your day-to-day life - even if they’re not associated with travel, accommodation covered by your policy. and private treatment either here in the UK or abroad.

Who can use the service? Life insured, partner/spouse, children up to age 18 or 21 if in full time education

J22629_AL54004_0917.indd 5 14/09/17 9:31 am Second Opinion by Best Doctors case studies (Fictional cases)

Patient – 55 year old female Symptoms History of debilitating back pain Initial diagnosis Malignant tumour around spinal column Suggested treatment Radical surgical removal, chemotherapy, radiation and rehabilitation Prognosis High risk of permanent paralysis Second Opinion Identified problem Error in pathology Changed diagnosis/treatment Benign tumour needing decompression surgery, not chemotherapy and radiotherapy Action Patient was referred to top neurosurgeon, endocrinologist and rehabilitation medicine specialists Outcome After treatment, patient free from back pain and returned to normal, active life

Patient – 23 year old male Symptoms Recurrent abdominal pain radiating to lumbar region Initial diagnosis Pure seminoma Suggested treatment Four to six cycles of chemotherapy, no surgical needed Prognosis Fair Second Opinion Identified problem Mixed germ cell tumour with nonseminomatous elements Changed diagnosis/treatment No more than four cycles of chemotherapy and aggressive surgery to eliminate elements which don’t respond to chemotherapy Action Patient underwent surgery locally Outcome Residual tumour was found and resected, leaving patient cancer-free

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J22629_AL54004_0917.indd 6 14/09/17 9:31 am Patient – 55 year old female Patient – 31 year old female Symptoms History of debilitating back pain Symptoms Sudden loss of consciousness Initial diagnosis Malignant tumour around spinal column Initial diagnosis High grade multiform glioblastoma Suggested treatment Radical surgical removal, chemotherapy, radiation and Suggested treatment Chemotherapy and radiotherapy as no surgical options rehabilitation were available Prognosis High risk of permanent paralysis Prognosis Maximum two months survival Second Opinion Second Opinion Identified problem Error in pathology Confirmed diagnosis Multiform glioblastoma Changed diagnosis/treatment Benign tumour needing decompression surgery, not Changed diagnosis/treatment Surgical removal, chemotherapy and radiotherapy chemotherapy and radiotherapy Action Coordinated care including hospital admission, Action Patient was referred to top neurosurgeon, transportation, 24/7 assistance endocrinologist and rehabilitation medicine specialists Outcome 99% of the tumour was removed and the patient Outcome After treatment, patient free from back pain and returned to work two months after surgery – three returned to normal, active life years later, the tumour has not recurred

Patient – 23 year old male Patient – 50 year old male Symptoms Recurrent abdominal pain radiating to lumbar region Symptoms Constant severe pain and limp, difficulty in walking Initial diagnosis Pure seminoma and tying shoelaces Suggested treatment Four to six cycles of chemotherapy, no surgical needed Initial diagnosis Osteoarthritis of the right hip Prognosis Fair Suggested treatment Medical treatment with glucosamine Prognosis Poor without total hip replacement Second Opinion Identified problem Mixed germ cell tumour with nonseminomatous Second Opinion elements Confirmed diagnosis Osteoarthritis of the right hip Changed diagnosis/treatment No more than four cycles of chemotherapy and Changed diagnosis/treatment Hip resurfacing aggressive surgery to eliminate elements which Action Hip resurfacing was carried out don’t respond to chemotherapy Outcome Patient returned to work – pain-free – two months Action Patient underwent surgery locally after surgery Outcome Residual tumour was found and resected, leaving patient cancer-free

J22629_AL54004_0917.indd 7 14/09/17 9:31 am Bupa Anytime HealthLine

Access to experienced nurses for you and your How does the service work? Life can be tough sometimes - so it can help if you have someone you can turn to. That’s why family – day and night To use the HealthLine and speak to an each of our protection policies includes access experienced Bupa nurse, all you need to do is to short-term counselling and carer support With Bupa Anytime HealthLine, you can speak call 0345 266 9364 services provided by Workplace Options. to a Bupa nurse about any type of health Calls may be monitored and recorded. query, day or night. Each call to the HealthLine What does the service offer? can last as long as you want, and everything You can call 24 hours a day, 365 days a you say will be in complete confidence. year. So for as long as you have your Aviva Workplace Options offer face-to-face or protection policy, a HealthLine nurse will be at telephone based short-term counselling for Who are Bupa? the end of the phone whenever you – or your you and your family, giving help with: Bupa Anytime HealthLine is a team of skilled family – need them. ✓ Mental wellness issues such as and experienced nurses that provide a wide bereavement, work-related stress and variety of up to date health information. Who can use the service? relationship breakdown. Life insured, partner/spouse and ✓ Facing the challenges that come with dependent children. being a carer.

Short-term Counselling Highly experienced and qualified counsellors What does the service offer? are ready to help you with a wide range By speaking to a skilled and experienced nurse, you can get one-to-one support of emotional wellbeing issues that you for any health-related query, including: may experience. This counselling service is designed to identify skills, strengths and ✓ Advice on diet and keeping your ✓ Advice on medical tests and resources you could use to help you cope. heart healthy. investigations. How does the service work? ✓ Support with giving up smoking. ✓ Information on sexual health. Call us for an assessment session with a ✓ Symptom assessments if you’re ✓ Planned surgery preparation and qualified clinician. They will talk with you to feeling unwell. post-operative care. understand what type of support you need ✓ Information on specific conditions, ✓ Guidance on childhood and if short-term counselling is right for you. diagnoses and medication. immunisations and illnesses. If short-term counselling is the right way ✓ Guidance on travel health, ✓ Information on health issues forward for you, the clinician will agree vaccinations and disease prevention. you’ve seen in the media. 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.

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J22629_AL54004_0917.indd 8 14/09/17 9:31 am Counselling and carer support

How does the service work? Life can be tough sometimes - so it can help if You can then arrange future session times you have someone you can turn to. That’s why directly with the counsellor. When face- To use the HealthLine and speak to an each of our protection policies includes access to-face appointments are considered experienced Bupa nurse, all you need to do is to short-term counselling and carer support appropriate, they will be within a close radius call 0345 266 9364 services provided by Workplace Options. of your home or work. Calls may be monitored and recorded. The first appointment will be booked within What does the service offer? You can call 24 hours a day, 365 days a two working days and will take place within year. So for as long as you have your Aviva Workplace Options offer face-to-face or five working days. protection policy, a HealthLine nurse will be at telephone based short-term counselling for you and your family, giving help with: The counselling service is not just for you, it the end of the phone whenever you – or your can be used by your partner or children aged ✓ Mental wellness issues such as family – need them. 18 and over. bereavement, work-related stress and relationship breakdown. Who can use the service? Carer support service ✓ Facing the challenges that come with Life insured, partner/spouse and If you care for a dependant and the challenges being a carer. dependent children. start to get on top of you, our carer support line can help. Short-term Counselling Highly experienced and qualified counsellors The service is available for childcare, eldercare are ready to help you with a wide range and disabled care. Carer support offers you of emotional wellbeing issues that you valuable informational support related with all may experience. This counselling service aspects of being a carer. is designed to identify skills, strengths and Call one of our specialists to get information resources you could use to help you cope. on a variety of matters, including registered childcare services, volunteer care support, How does the service work? respite care, day centres, community care Call us for an assessment session with a assessments and many other common qualified clinician. They will talk with you to queries, as well as offering resources to help understand what type of support you need you cope more effectively. 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.

J22629_AL54004_0917.indd 9 14/09/17 9:31 am Counselling and carer support case study (Fictional case)

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.

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J22629_AL54004_0917.indd 10 14/09/17 9:31 am Who can use the service? Life assured, partner/spouse, dependent children under the age of 18.

Lines are open 24 hours a day, every day, giving you the option to call day or night, 365 days a year and can be accessed by calling 0800 326 5058 (Calls may be monitored and recorded)

J22629_AL54004_0917.indd 11 14/09/17 9:31 am Aviva Life Services UK Limited. Registered in England No 2403746. Aviva, Wellington Row, York, YO90 1WR. Authorised and regulated by the Financial Conduct Authority. Firm Reference Number 145452. aviva.co.uk

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