We use cookies to give you the best possible online experience. If you continue, we'll assume you are happy for your web browser to receive all cookies from our website. See our cookie policy for more information on cookies and how to manage them.

Frequently Asked Questions

  1. 1. What is my login code?

    This is the code provided in your MyHealthCounts welcome letter that explains how to sign up to MyHealthCounts. It will normally start with MHC and then have a number.

  2. 2. Where can I find my policy number?

    Your policy number will be printed within your policy documents or you can find this in the letter we sent you about MyHealthCounts. The policy number has 6 digits and can be a mixture of numbers and letters. 

  3. 3. What do I need to register for MyHealthCounts?

    To register for MyHealthCounts you will need the login code and your policy number when registering. The policy number is made up from 6 digits or a mix of letters and numbers and can be found within your policy documents. The login code is printed on the MyHealthCounts promotional literature. We will also ask you to enter your date of birth, to validate your details. You will only have to enter this when you first register, after this you can use your email and password to access the website. 

  4. 4. Why does each adult need to register with a separate email address?

    To make sure that each adult receives their own discount towards the cost of the policy, as well as personalised support and health information.

  5. 5. How do I change my email address?

    If you have changed your email address you need to contact us on 0800 158 5188 or email us on customer.support@myhealthcounts.co.uk and we will update your email address.

  6. 6. What is the Q score?

    The Q Score is an online health assessment that demonstrates how your health compares to 100 people the same age, gender and race as you. The person at the front of the queue (number 1) will need medical attention immediately, whilst the person at the back of the queue (number 100) is enjoying excellent health. 

  7. 7. How do I get a Q score?

    To get a Q score, you will need to register using your MyHealthCounts login code. You will then complete the online health assessment which generates your Q score based on this information. 

  8. 8. How do I update my Q score?

    To qualify for a discount you must update your Q score between the start of month 6 and the end of month 9 of your policy year. To update your Q score, you need to login to MyHealthCounts and click on the update Q score button on the MyActions page. 

  9. 9. Who is eligible for a discount?

    MyHealthCounts is available to all Aviva Healthier Solutions customers. In order to qualify for a discount, you must be over the age of 18 at the start of the policy year.

  10. 10. How will I know if I have received a discount?

     Within your renewal documents, the “financial statement” will show the discount each individual adult on your policy has received. 

  11. 11. I’ve added/removed a person from my private health cover policy, how will this affect my discount?

    If you add a person to the policy before the end of month 9 of the policy year – and they complete a Q Score between the start of month 6 and by the end of month 9 of that policy year, the appropriate discount will be applied at the next renewal. If you add the new person after the end of month 9 of the policy year, they will not be eligible for a discount.

    If you remove a member from your policy you do not get a discount for that member.

  12. 12. What if my Q Score is poor?

    If your Q Score is low there may be a need for medical intervention, we would suggest you discuss this with your GP. You can call our 24 hour GP Helpline on 0800 158 3112 (you’ll need your policy number).

  13. 13. Will the medical information collected from me in the health assessment (Q Score) be used to price my policy?

    Aviva will not use your individual health assessment data (Q Score information) to price or underwrite your policy. 

  14. 14. How will Aviva use the medical information collected from me in the health assessment?

    The medical information you provide in completing your Q Score will be used to calculate your MyHealthCounts renewal discount. Aviva will not use your individual health assessment data in relation to any claims you may make. 

  15. 15. Who are Roadtohealth?

    roadtohealth are Aviva’s partner for MyHealthCounts. 


Aviva Health UK Limited. Registered in England Number 2464270. Registered Office 8 Surrey Street Norwich NR1 3NG.  Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 308139. This insurance is underwritten by Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm reference number 202153. Aviva Health UK Limited, Head Office: Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY. www.aviva.co.uk/health