Customer Care

Medical specialist network for your health needs


At Aviva, we put your health first


More than just a health insurer, Aviva is committed to providing our MyShield customers access to quality healthcare.

We’ve collaborated with Alliance Healthcare, who have put together a list of over 200 experienced medical specialists, across various fields, to provide you with quick and easy access to healthcare when it’s needed.

Here are all the benefits you can enjoy when you consult a specialist within our approved network.

 
See a specialist within 3 working days Find out more
  • As an Aviva MyShield customer, you’ll be able to see a qualified specialist within the relevant field of expertise, in 3 working days. No more waiting weeks for an appointment!

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    Note:

    • While Alliance Healthcare Group will try to arrange an appointment with your specialist of choice (if any), there may be times when an appointment within 3 working days is only possible with another specialist in the same field.
    • This arrangement has been set up for the convenience of our customers, but you’re free to visit any medical specialists either within or outside of this arrangement at any time.
    • Aviva Ltd is not an agent, partner or in a joint-venture relationship with Alliance Healthcare Group. Alliance Healthcare (“AH” which expression shall include its Selection Committee and its related corporations) is not an agent of any of the above medical specialists nor are any of the medical specialists an agent of AH. Aviva Ltd or AH makes no representation or warranty whatsoever to the quality of the healthcare or services provided, and assumes no liability or responsibility for the acts, omissions or defaults of the clinics, specialist or any person providing the services.
    • Consultations or treatments with any of the specialists from this arrangement do not mean that the bill will be claimable from Aviva. Claims eligibility will be subject to the terms and conditions of the policy and assessed upon receipt of the bill.
       
Double the coverage period for post-hospitalisation treatments Find out more
  • If you’re using a medical specialist within our approved network, you’re covered for post-hospitalisation treatment of up to 180 days after discharge (usually 90 days).

    Note:

    • Applicable for MyShield Plan 1 customers only
       
Enjoy higher mileage on your claim limit Find out more
  • If your claim is with a specialist within the approved network, we’ll only deduct 80% of the approved claim amount from your annual claim limit.

    For example: Your approved claim amount is S$100,000. You’ll be reimbursed for S$100,000, but your annual claim limit will only be reduced by S$80,000.

    Note:

    • Applicable for MyShield Plan 1 customers only and the admitting doctor (principal doctor) must be on the approved panel of specialists on the date of the life assured’s admission. Terms and conditions apply.
       
    • The policy year limit under plan 1 will be adjusted to reflect a reduction of 80% of the approved claim for treatment covered under the panel specialist in a private hospital, restructured hospital or community hospital.
       

      For example:
      Policy year limit (before first claim): S$1,000,000
      First approved claim (treatment by panel specialist in a private hospital): S$100,000
      20% of approved claim: S$20,000 (20% of S$100,000)
      Adjusted claim: S$80,000 (S$100,000 - S$20,000)
      Reduced policy year limit (after first claim): S$1,000,000 - S $80,000 = S$920,000


       
No upfront payment for hospitalisation Find out more
  • As a MyShield customer, if you require hospitalisation and/or surgery, we provide an electronic Letter of Guarantee (eLOG) facility, to ease the admission process at participating hospitals.

    The eLOG allows the waiver of a hospital deposit required by the hospital, if the estimated bill is above the deductible of your MyShield plan. This way, you can focus on treatment and recovery, rather than worry about upfront payments.

    Simply inform the hospital staff that you’re an Aviva MyShield policyholder, and they can generate the Aviva eLOG instantly by logging into the eLOG system.

    The participating hospitals are:

    Restructured Hospital Private Hospital
    Alexandra Hospital Concord Cancer Hospital
    Changi General Hospital Gleneagles Hospital
    Khoo Teck Puat Hospital Mount Alvernia Hospital
    KK Women’s and Children’s Hospital Mount Elizabeth Hospital
    National University Hospital Parkway East Hospital
    Singapore General Hospital Novena Surgery Pte Ltd
    Tan Tock Seng Hospital Mount Elizabeth Novena Hospital
    Ng Teng Fong General Hospital Thomson Medical Centre
    Singapore National Eye Centre Raffles Hospital
      Farrer Park Hospital

    Note:

    • The eLOG is subject to acceptance by the hospital. At the time of discharge, the hospital may require you to fully settle the hospital bill despite an eLOG being issued.
    • The issuance of an eLOG is a facility to ease the admission process. It does not mean that Aviva approves or admits any claim or any claim amount payable. We’ll assess the claim upon receipt of the bill from the hospital.
    • You can view more information about the eLOG facility in our MyShield FAQs, found here (question 7.18 onwards).
       


If you need assistance to book a medical appointment, or have any questions about your MyShield/MyHealthPlus policy, please call our Health hotline at 6827 7788.