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.


Over the years we’ve seen how early intervention and rehabilitation support can successfully help employees return to, or remain at work.

We often step in early to offer the employee physiotherapy treatment through one of our specialist partners and can 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

Derek’s story

Derek was referred to Aviva after an increase in back pain which had worsened over the previous few months. He'd completed a recent desk assessment and was provided with an ergonomic chair to help alleviate his symptoms whilst he was at work. However it was clear he required more support in order to help help him remain at work, and so he was referred to Aviva.

An Aviva case manager contacted Derek and completed an initial needs assessment call to gather information about his situation. 

Derek's General Practitioner had prescribed pain medication and referred him for physiotherapy input, however there was a long wait period in his area for the treatment he needed. Due to his symptoms, Aviva offered a referral to our rehabilitation partners, Innovate Healthcare, for physiotherapy. 

Within 14 working days of Derek's initial referral to Aviva, he'd completed an initial assessment with the Innovate Healthcare physiotherapist, who recommended hands-on treatment sessions and an exercise programme designed to help reduce his ongoing pain. 

After three weeks of physiotherapy intervention Derek's symptoms increased, so his sessions were placed on hold whilst he undertook  further investigations through the NHS. These tests were concluded, and the NHS specialist recommended that Derek continued with the support he was receiving through Aviva as they would ultimately benefit his recovery. 

The physiotherapy sessions were reinstated, and remained in place for five months - throughout the process Derek was able to remain in work. 

"The Aviva case manager was really helpful. The support I received when he referred me was really beneficial to me. He would contact me every few weeks following my referrals and helped me throughout the whole process, he was superb.

The contact I had with the physiotherapist was superb too. The intervention and exercises I was provided were great. I couldn't have asked for a better clinic to have been seen at. The referral was of great benefit to me". 

Derek, Manufacturing Engineer. Age 49 at time of claim.