Contact us - Advisers
Please see the below options for different areas of Aviva, should you wish to contact us.
Quick tip: Want to check on a case?
You can check the status of a case at any time by logging in to the Aviva extranet and using the search bar to find your client’s case.
Click on the case to reveal a bright yellow status box which will tell you what our underwriters are doing and what’s still required.
What type of protection would you like to discuss?
I would like to speak to:
Pre-sales underwriting
If you have an underwriting question or query about a pre-sale case, you can contact us using the details below.
Call us on:
0345 600 6812We're here to help
Our lines are open, Monday to Thursday from 8:30 am - 6:00 pm and Friday 8.30am - 5:30pm, except UK bank holidays.
Report a claim
If your client needs to make a claim, just contact our claims team or visit our dedicated customer claims area via the button below.
Write to us at:
- Claims team,
- Aviva,
- PO Box 12010,
- Harlow,
- CM20 9LG
We're here to help
Monday to Thursday from 8:30am - 6:00pm, or Friday 8:30am - 5:30pm, except UK bank holidays.
What happens next
A claims assessor will explain the process and what information we’ll need.
Need help or support?
We also have a dedicated help and support section for your clients and their representatives, which may be of use.
Customer services
For all other enquiries not listed above, please call customer services team, who will be happy to help with your query.
We're here to help
Monday to Thursday from 8:30am - 6:00pm, or Friday 8.30am - 5:30pm, except UK bank holidays.
About complaints
We will try to resolve complaints as quickly and fairly as possible. If we cannot deal with your complaint promptly, we’ll send you a letter to acknowledge it and give you regular updates until it is resolved.
Write to us at:
- Complaints team,
- Aviva,
- PO Box 12010,
- Harlow,
- CM20 9LG
What happens next?
We’re committed to resolving complaints through our own complaints procedures. But if a matter cannot be resolved to your satisfaction, you can refer your complaint to the Financial Ombudsman Service.
If you make a complaint, it won’t affect your right to take legal proceedings.
*Calls are charged at standard rates from a BT landline but may cost more via mobiles and other networks.
Online Dispute Resolution
If you want to complain about an insurance policy purchased online and you reside outside the UK, Channel Islands, Isle of Man or Gibraltar, you may be able to use the European Commission’s Online Dispute Resolution platform. You can also contact our complaints team.
Financial Ombudsman Service
The Financial Ombudsman Service helps settle disputes between consumers and financial firms. Their service is independent and does not cost you anything. They can decide if we have acted wrongly and if you have lost out as a result. If this is the case they will tell us how to put things right and whether we have to pay you compensation.
If you make a complaint, we will send you a leaflet explaining more about the Financial Ombudsman Service. You can also ask us to send you the leaflet at any other time.
Alternatively, you can contact the Financial Ombudsman Service yourself using the following details:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.
Telephone: 0800 023 4567
(calls to this number are free on mobile phones and landlines)
0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
If calling from outside the UK, please call +44 20 7964 0500.
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
What would you like to discuss?
Cover amendments
If you're looking to make a change to the cover under your policy, our specialist team are ready to help. Please get in touch using one of the options below.
Call us on:
Email us at:
groupcoveramendments
We're here to help
Monday to Friday, 9am to 5pm.
Group protection client service
Our dedicated group protection client service team is ready to help with any queries you may have. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
Group protection claim enquiries
Our claims team is ready to help with any questions you may have about new or existing group protection claims. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
Rate review
If you're looking for a group protection rate review, our specialist team are ready to help. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
Group protection individual assessment
If you’ve been asked to complete an individual assessment and need more information, our dedicated team are ready to help. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
Group protection complaints
In the unlikely event that you need to make a complaint, our dedicated Group protection claims team are here to help. Please get in touch using one of the options below.
Write to us at:
- Group protection complaints team
- Aviva
- PO Box 12010,
- Harlow
- CM20 9LG
We're here to help
Monday to Friday, 9am to 5pm.