Aviva rebrand frequently asked questions

We've prepared a number of answers to questions you may have as part of the planned move from AIG Life to Aviva. Please select from the options below for the most appropriate questions and answers for you.

You can also read the most important updates to our Privacy Policy.

Read our FAQs by section

Individual protection customers

What happened on 17th February 2025?

You might have heard that AIG Life was bought by Aviva early last year. On 17th February 2025 AIG Life Limited officially rebranded to Aviva Protection UK Limited.

Following the rebrand:

There are no changes to your insurance or terms and conditions
We are known as Aviva Protection UK Limited
Our website address changed to reflect our new name, and reflects that we are part of the Aviva group. Some of our contact details have changed too – see ‘How do I get in touch following the rebrand’ for everything you need to know
All correspondence now will be in Aviva branding

Does my insurance policy change because of the rebrand?

Your insurance has not changed as a result of our rebrand, it will continue to be provided as it is by us, under our new name. Your current terms and conditions stayed the same on 17th February 2025 and you won’t need new policy documents.

Do I need to do anything because of the rebrand on 17th February 2025?

If your insurance policy is held in Trust, you’ll need to let the Trustees know about the name change to Aviva Protection UK Limited
If someone else pays the premiums for your insurance, you’ll need to let the payer know about the direct debit change
If you are a Smart Health user you’ll need to download the new Aviva Smart Health app and re-enter your password. You will still have access to all your historic information on the app.
If you wish to contact us, you will need to use the new contact details, see 'How do I get in touch’

Who are Aviva?

You’re in safe hands. We (Aviva) are the biggest life insurer in the UK¹ and have been making it click for our customers for more than 320 years.

¹Association of British Insurers (ABI) – 9 months to 30 September 2023 based on share of new business

Will the direct debit name that appears on my bank account change?

If you purchased your insurance through one of our partners, please take a look at the specific partnerships questions below.

If you purchased your insurance through AIG Life, yes – the name will automatically update to Aviva – the good news is there’s no action needed from you.

When we pay claims, the name that will appear on the bank statement will change to Aviva too.

I'm a Direct Line customer. Will the direct debit name that appears on my bank account change?

Yes – the name will automatically update to Aviva – the good news is there’s no action needed from you, unless someone else pays the premiums for your insurance, in which case you’ll need to let them know about the direct debit change.

I'm a Churchill customer. Will the direct debit name that appears on my bank account change?

I'm a British Seniors customer. Will the direct debit name that appears on my bank account change?

No – the name will remain as Brit Snr Insurance.

I'm a Frankli customer. Will the direct debit name that appears on my bank account change?

No – the name will remain as Frankli Insurance.

I'm a Post Office customer. Will the direct debit name that appears on my bank account change?

No – the name will remain as Post Office Life.

I'm a PAX customer. Will the direct debit name that appears on my bank account change?

No – the name will remain as Pax Life.

What’s the new official company name and address?

The company name has changed from AIG Life to Aviva Protection UK Limited and the registered address has changed to Wellington Row, York, YO90 1WR.

Our postal address has not changed, you can still write to us at PO Box 12010 Harlow CM20 9LG, you will just need to address your letters to Aviva Protection. But don’t worry – if you forget, your letters will still get to us.

Should I expect future correspondence to come from Aviva Protection?

Yes. Any correspondence you receive from 17th February 2025 will be in Aviva branding.

If I take out a new policy on or after 17th February 2025 will that be with AIG Life or Aviva Protection?

All policies taken out on or after 17th February 2025 will be in the Aviva Protection UK Limited name and branding. All policies taken out will continue to be serviced in the same way; it’s just the name and the branding that has changed to Aviva Protection UK Limited.

What has happened to the AIG Life legal entity?

The legal entity that holds all the insurance policies has changed name from AIG Life Limited to Aviva Protection UK Limited.

What is the difference between Aviva Protection UK Limited and Aviva Life & Pensions UK Limited?

They are two separate entities both owned by Aviva group.

Aviva Protection UK Limited is the new name of the legal entity that holds all of the existing AIG Life policies. Aviva Life and Pensions UK Limited is the name of the legal entity that holds all of the existing Aviva policies.

How do I get in touch following the rebrand?

Post: Our postal address has not changed, you can still write to us at PO Box 12010 Harlow CM20 9LG, you will just need to address your letters to Aviva Protection UK. But don’t worry – if you forget, your letters will still get to us.
Phone: our phone numbers haven't changed, you can reach us on the usual numbers. Visit the contact us webpage for how to get in touch: protection.aviva.com/customers/contact
Email: All @aiglife.co.uk emails have been replaced with new @protection.aviva.com emails. AIG Life emails will be redirected until 9th April 2025, but you should use the new Aviva emails to avoid delays. After 9th April 2025 emails sent to AIG Life mailboxes won’t be received.
Website: our webpages have updated from aiglife.co.uk to protection.aviva.com. They’ll automatically redirect you for a little while (until 9th April 2025) but it would be a good idea to update any bookmarks you’ve got saved. After 9th April 2025 you’ll no longer be able to access any AIG Life webpages.

Will I keep access to Smart Health?

If you had access prior to the rebrand, then you and your family can still use Smart Health*. It’s been rebranded to Aviva Smart Health, complete with a new website: smarthealth.aviva.com.

If you use the app, you need to download the new version and log in again as normal. Just search ‘Aviva Smart Health’ in either the AppStore (for Apple users) or GooglePlay (for Android).

All your log in details (whether you prefer the app or website) stay the same.

What does this mean for my personal information and rights?

The main company responsible for your Personal Information will be Aviva Protection UK Limited (previously AIG Life Limited), which is a controller of your Personal Information.
As AIG Life Limited is now part of the Aviva group of companies, we have made some changes to our Privacy Policy. You can also read the most important changes.

Does the change of name affect the claim I have submitted to AIG Life?

Please don't worry. It's business as usual and we’re still serving customers in the same way and processing claims, and will continue to do so as Aviva Protection UK Limited.

Does the change of name affect my ability to claim on my insurance policy in the future?

There will be no change for existing customers and you can still make a claim. Your policy terms will be unchanged. Our customer services team telephone numbers and postal address will continue to be the same.

You can still write to us, you will just need to address your letters to Aviva Protection UK.
All @aiglife.co.uk emails will be replaced with new @protection.aviva.com emails. After 9th April 2025, any emails sent to AIG Life won't get to us.

My policy is with Ageas/Fortis Life - what happens to my cover?

There are no changes to your insurance - you're still covered but any future correspondence will be through Aviva Protection UK Limited.

See ‘How do I get in touch following the rebrand’ for our contact details.

How will Aviva Protection UK Limited customers be supported?

There is no change to the way customers will be supported as a result of the rebrand. All the support customers received through their insurance products and value added services will remain in place from 17th February 2025. So whether you're making the most of Aviva Smart Health* or being supported through a claim with the help of our claims support fund and anything in between – you'll continue to get the support you need. Aviva Protection UK’s approach to vulnerable customers will continue to be delivered via trained staff and robust processes.

My policy has been cancelled. Why are you contacting me?

There is a window of time between when we started the process of contacting customers and the customers receiving correspondence, during which time your policy might have been cancelled. For some customers they may be able to reinstate their cover if they wanted to and we wanted to ensure they were aware of the change.

See ‘How do I get in touch following the rebrand’ for our contact details if your policy has been cancelled but you wish to reinstate it.

I am about to get in touch about a claim. Who should I contact?

You can get in touch the normal way, there's no change to the process.

From 17th February you should use the same phone number (0345 600 6815) or email us at claimsteam@protection.aviva.com.

I don’t like Aviva. Can I object?

AIG Life has been part of the Aviva Group since its acquisition in April 2024. The company name changed on 17th February 2025. We are sorry to hear that you are unhappy with Aviva, please get in touch on 0345 600 6820, so that we can address your concerns.

Does the change of name affect the complaint I have submitted to AIG Life?

Please don't worry. It's business as usual and we are still serving customers in the same way and processing complaints and will continue to do so as Aviva Protection UK Limited. When we contact you regarding your complaint after 17th February 2025, the communication will come from Aviva Protection.

Are there any future plans I need to know about?

Later this year, we’ll get in touch again to tell you all about a proposal to transfer your policy to another company within the Aviva group called Aviva Life & Pensions UK Limited. We’ll share much more about the process, what this means for you and your rights in relation to it when we get in touch later this year so please keep an eye out for this communication.

*Aviva Smart Health is provided to Aviva Protection UK Limited customers by Teladoc Health. This is not part of your insurance contract and can be changed or withdrawn at any time. Aviva Smart Health is available to you, your partner and any children up to the age of 21.

Group protection - I'm an employer

What happened on 17th February 2025?

You might have heard that AIG Life were bought by Aviva early last year. On 17th February 2025 AIG Life Limited officially rebranded to Aviva Protection UK Limited.

Following the rebrand:

There are no changes to your insurance or terms and conditions
We are known as Aviva Protection UK Limited
Our website address changed to reflect our new name, and reflects that we are part of the Aviva group. Please see the how to contact us question for more details
All correspondence now will be in Aviva branding

Who are Aviva?

You’re in safe hands. Aviva are committed to making it click for our customers, covering more than 2.8 million people and insuring over £299 billion of Group Protection benefits*.

*As of 1 January 2024.

Does my group protection policy (or policies) change because of the rebrand?

Your group protection policy (or policies) with us did not change. Your current terms and conditions have stayed the same.

Will I be able to keep my current AIG Life policy if my next rate review is after 17th February 2025?

Yes, you’ll be able to continue choosing your current AIG Life product, or products, after 17th February 2025 at your next rate review – they’ll just be Aviva branded.

Is there anything I need to do because of the rebrand?

If you use AIG Life branding or make references to the brand on your website or other material, you must remove this before 17th February 2025. If you haven’t already, you can access the Aviva brand hub to get an Aviva brand license to use their logo instead from the 17th February 2025.
If you pay for your insurance through BACS transfer, from the 17th February 2025 you’ll need to update the payment name to Aviva Protection UK Limited. Payments will still be processed if the name isn’t updated but your online banking might flag a mismatch in details.

Will the direct debit name that appears on our bank account change?

Yes – the name will automatically update to Aviva – the good news is there’s no action needed from you.

When we pay claims, the name that will appear on the bank statement will change to Aviva too.

What’s the new official company name and address?

The company name has changed to Aviva Protection UK Limited and the registered address has changed to Wellington Row, York, YO90 1WR.

The postal address has not changed, you can still write to us at PO Box 12010 Harlow CM20 9LG, you will just need to address your letters to Aviva Protection UK. But don’t worry – if you forget, your letters will still get to us.

Should I expect future correspondence to come from Aviva Protection?

Yes. Any correspondence you receive from 17th February 2025 will be in Aviva branding.

What does the rebrand mean for my employees?

Not much. They’ll keep the cover you’ve put in place for them – they don’t need to do anything.

Does the change of name affect the claim I/my employee have submitted to AIG Life?

Please don't worry. It's business as usual and we’re still serving customers in the same way and processing claims, and will continue to do so as Aviva Protection UK Limited. The name on your/their bank statement will change to Aviva.

Can our employees still use Smart Health?
Employees and their families can still use Smart Health* after the rebrand. It’s been rebranded to Aviva Smart Health too, complete with a new website: smarthealth.aviva.com.

If your employees use the app, they’ll need to download the new version and log in again as normal. They just need to search ‘Aviva Smart Health’ in either the AppStore (for Apple users) or GooglePlay (for Android).

All their log in details (whether they prefer the app or website) stay the same.

*Aviva Smart Health is provided to Aviva Protection UK Limited customers by Teladoc Health. This is not part of the insurance contract and can be changed or withdrawn at any time. Aviva Smart Health is available to covered employees, their partner and their children up to the age of 21.

Will employees keep access to all of the value-added services they previously had access to?

There’s no change. Whether your people are using Smart Health* or are getting support through a claim from RedArc** or Proclaim Care – they can continue to get the support they need.

**The RedArc service is a non-contractual benefit and can be changed or withdrawn at any time.

How do I get in touch following the rebrand?

Post: Our postal address has not changed, you can still write to us at PO Box 12010 Harlow CM20 9LG, you will just need to address your letters to Aviva Protection. But don’t worry – if you forget, your letters will still get to us.
Phone: our phone numbers haven’t changed, so you can reach us on the usual numbers. Visit the contact us webpage for how to get in touch: protection.aviva.com/customers/contact
Email: All @aiglife.co.uk emails have been replaced with new @protection.aviva.com emails. AIG Life emails will be redirected until 9th April 2025, but you should use the new Aviva emails to avoid delays. After 9th April 2025 emails sent to AIG Life email addresses won’t be received.
Website: AIG Life webpages have updated from aiglife.co.uk to protection.aviva.com. They’ll automatically redirect you for a little while (until 9th April 2025) but it would be a good idea to update any bookmarks you’ve got saved. After 9th April 2025 you’ll no longer be able to access any AIG Life webpages.

How can I access my policy schedules, invoices etc.?

You can access your documentation in the normal way, but there is a new webpage to use. You can find it here. Documents issued prior to 17th February 2025 will have the AIG branding and anything issued on or after 17th February 2025 will have the Aviva branding.

What does this mean for my personal information and rights?

The main company responsible for your Personal Information will become Aviva Protection UK Limited (previously AIG Life Limited) from 17th February, which is a controller of your Personal Information.
As AIG Life Limited is now part of the Aviva group of companies, we have made some changes to our Privacy Policy. You can also read the most important changes.

Are there any future plans we should know about?

Are there any changes to the AIG Life Group Life Master Trust?

If you use the AIG Life Master Trust we’ll automatically update the name to Aviva Protection UK Limited – the good news is there’s no action needed from you.

Are there any changes to the Excepted Group Life Trust?

If you use the Excepted Group Life Trust we’ll automatically update the name to Aviva Protection UK Limited – the good news is there’s no action needed from you.

Group protection - I'm an employee

What happened on 17th February 2025?
You might have heard that AIG Life were bought by Aviva early last year. On 17th February 2025 AIG Life officially rebranded to Aviva Protection UK Limited.

Following the rebrand:

We are known as Aviva Protection UK Limited
Our website address changed to reflect our new name, and reflects that we are part of the Aviva group. Please see the how to contact us question for more details
All correspondence now will be in Aviva branding

Who are Aviva?

You’re in safe hands. Aviva are committed to making it click for our customers covering more than 2.8 million people and insuring over £299 billion of Group Protection benefits*.

*As of 1 January 2024

Does the group protection I get through work change because of the rebrand?

The group protection you get with us through your work hasn’t changed.

Should I expect future correspondence to come from Aviva Protection?
Yes. Any correspondence you receive from 17th February 2025 will be in Aviva branding.

Does the change of name affect the claim I have submitted to AIG Life?

Please don't worry. It's business as usual and we’re still serving customers in the same way and processing claims, and will continue to do so as Aviva Protection UK Limited.
If you are due to receive payments directly from us, the name appearing on your bank statement will change to Aviva.

Who should I contact to get an update about my claim?

You should get in touch with us via the existing claims process, there's no change.
From 17th February 2025 you can get in touch on the same phone number (0330 303 9973) or email us at groupclaims@protection.aviva.com. After 9th April 2025 staff won’t receive any emails that are sent to their old mailboxes so please start using the new email addresses now.

Can I still use Smart Health?

All AIG Life group protection scheme members continue to have access to Smart Health*. It’ rebranded as Aviva Smart Health from 17th February 2025, complete with a new website: smarthealth.aviva.com.

If you use the app, you need to download the new version and log in again as normal. Just search ‘Aviva Smart Health’ in either the AppStore (for Apple users) or GooglePlay (for Android).

All your log in details (whether you prefer the app or website) stay the same.

*The Aviva Smart Health app and services are non-contractual benefits and can be changed or withdrawn at any time. Aviva Smart Health is available to you, your partner and any children up to the age of 21.

Will I keep access to all of the value-added services I previously had access to?

There’s no change. Whether you’re using Smart Health* or are getting support through a claim from RedArc** or Proclaim Care – you can continue to get the support you need.

*The Aviva Smart Health app and services are non-contractual benefits and can be changed or withdrawn at any time.
**The RedArc service is a non-contractual benefit and can be changed or withdrawn at any time.

How do I get in touch following the rebrand?

Post: Our postal address has not changed, you can still write to us at PO Box 12010 Harlow CM20 9LG, you will just need to address your letters to Aviva Protection. But don’t worry – if you forget, your letters will still get to us.
Phone: our phone numbers haven’t changed, so you can reach us on the usual numbers. Visit the contact us webpage for how to get in touch.
Email: All @aiglife.co.uk emails have been replaced with new @protection.aviva.com emails. AIG Life emails will be redirected until 9th April 2025, but you should use the new Aviva emails to avoid delays. After 9th April 2025 emails sent to AIG Life email addresses won’t be received.
Website: AIG Life webpages have updated from aiglife.co.uk to protection.aviva.com. They’ll automatically redirect you for a little while (until 9th April 2025) but it would be a good idea to update any bookmarks you’ve got saved. After 9th April 2025 you’ll no longer be able to access any AIG Life webpages.

I am in the process of being individually assessed, will I get emails from AIG or Aviva?

Any correspondence you receive from 17th February 2025 will be in Aviva branding.

What does this mean for my personal information and rights?

Does the change of name affect the complaint I have submitted to AIG Life?

Please don't worry. It's business as usual and we are still serving customers in the same way and processing complaints, and will continue to do so as Aviva Protection UK Limited. When we contact you regarding your complaint from 17th February 2025, the communication will come from Aviva Protection.