Our dedicated musculoskeletal pathway

Musculoskeletal conditions can affect work, family and social life and can have a massive impact on an employee’s overall ability to function. We can help make it easier for employees experiencing musculoskeletal issues with our tailored pathway designed to help provide the best outcome.


Our positive 2021 rehabilitation and early intervention results show we can successfully help employees return to, or remain at work

We can often step in early to provide physiotherapy treatment and give advice on reasonable adjustments in the workplace, including complex ergonomic assessments to help safeguard against injury

Simple claims process

We take information by phone

There are no mandatory forms to complete

The employee can give consent quickly, with a simple e-signature

Claims management and support A dedicated case manager will manage all aspects of the claim from financial assessment through to return to work support
Clinical expertise The case manager may also refer to our in-house rehabilitation team made up of clinical experts including physiotherapists, sports therapists and occupational therapists
Specialist support

If needed, we’ll refer the employee to one of our partners specialising in occupational physiotherapy

Face to face or virtual physiotherapy sessions can help improve employee wellness and facilitate a successful return to work

Signposting We can signpost to any other suitable support available through the Group Income Protection policy, or other products held by the employee
Return to work support

Our vocational rehabilitation consultants provide advice and guidance on how to support an employee’s recovery and a safe, timely, return to work

They’ll consider the functional demands of the role against the functional abilities of the employee

Benefit payment Where possible, we aim to confirm benefit payment before the end of the deferred period, reducing financial pressure

Susan’s story

Susan started to experience an increase in back pain which was exacerbated by working from home due to the coronavirus pandemic. Her employer contacted Aviva for advice and support regarding her symptoms and reported pain.

Within 10 days of notifying Aviva, a case manager had contacted Susan and completed an initial needs assessment, gathering information about her situation. Susan’s General Practitioner had advised her to review web-based exercises to manage her symptoms due to the increased waiting times for physiotherapy during the pandemic.

Because of her symptoms and response to the self-help exercises, we referred Susan to our rehabilitation partners, Innovate Healthcare, to give her access to a physiotherapist for tailored guidance.

Her case manager provided advice and tips to help her set up an appropriate home office as she was now working from home. Five weeks after treatment began, Susan reported a noticeable improvement in her symptoms and was continuing her new home exercise programme. She remained at work throughout our intervention and received our support for three months.

"I was happy with all of it, it really helped me. The leaflet on how to set up my workstation and manage when working from home was really useful… I feel the exercises will help me manage my symptoms in the future"

Susan, Order Controller, Derby.