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Making a claim

It's the call we hope that members' families never have to make. But if there is a need to make a claim on one of our Group Life policies, we'll do everything we can to help.

Our customers are our number one priority, so we're constantly looking at ways to improve our service and our claims process. That's why Aviva were proud to be first to launch online claims for Group Life.

This simplified process, at what we know is a difficult time, is to make pay-out's faster for your clients

One simple online process

  • No need to fill out lengthy forms
  • It is not always necessary to supply us with the original death certificate.*

There are six simple steps to follow should your client need to make a claim:

  1. Personal details. Claimants complete their personal details and details of the policy, including the scheme name and number.
  2. Verification of death. They also need to provide us with the member's personal details and the date, location and cause of death. We will then use this information to check the government's Death Register, which will provide us with verification of death, which is required to process the claim.
  3. Membership. We ask the claimant to enter the membership details, including length of time the member was employed at the company and their salary.
  4. Beneficiaries. Where a dependant's pension benefit is selected, the claimant will also need to list the dependant's details (if applicable) the amount of pension the member accrued and who this is to be paid to. We will also ask for payment details of the named beneficiary on the policy.
  5. Summary. Once all of the information is submitted, we will then provide the claimant with a summary for them to check and ensure all of the details entered are correct. They will then have the option go to back and change any details entered before submitting the claim.
  6. Confirmation. Once the claim has been submitted we will supply the claimant with a Client Reference Number, and email them a summary of the claim. Should they have any questions or queries, or wish to change any of the details submitted, they can contact our Claims team on 01603 680715 quoting their Client Reference Number.

Perhaps most importantly, as soon as we receive notification of a claim, we'll be working with you to support your employees' families and colleagues at this most difficult time. Every one of our claims team is trained to handle details sensitively. If you have any questions relating specifically to a claim, please don't hesitate to talk to us on 01603 680715. We'll do everything we can to help.

Our confidential bereavement helpline also provides valuable advice on practical as well as emotional matters 24 hours a day.

* In certain situations the original certificate may still be required. For example, in the event of a death abroad, or a claimant submitting a claim early, prior to the register being updated. Also if an interim death certificate had been issued we will need the original.

It's important to note that we won't pay any claims or requests for additional amounts of benefit, which are submitted more than two years after a member's death. To enable payment to be made without a signature on the claim form, we will ask the Trustee(s) of the policy to complete a one off account registration form.

WC00509 01/2014

Contact us

Talk to us. We’re happy to help. Call:

0845 300 4452

Monday to Friday
9.00am - 5.00pm

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