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Claims

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

We're simplifying the process, at what we know is a difficult time, to make pay-out's faster for your clients.

One simple online process

Clients no longer need to:

• Fill out lengthy forms
• Supply us with the original death certificate*.

There are now just 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, needed 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. The claimant will also need to list the dependant's details, 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.

Throughout this difficult time our claims team will be on hand to offer practical advice or answer any questions your clients may have. Clients can also call our 24 hour confidential bereavement helpline, providing emotional support from qualified bereavement counsellors.

• Create new online Group Life claim
• Retrieve online Group Life claim

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.

If you or your clients have any questions relating specifically to a claim, please don't hesitate to talk to us. We'll do everything we can to help.

For claims' support, you can call us on 01603 680715 or write to us at:

Aviva Group Risk
PO Box 3240
Norwich
NR1 3ZF

Alternatively, if you have general questions about our Group Life cover, we’re happy to help. Get in touch with our Group Risk Sales Support team on 0845 300 4452.

Lines are open from 9.00am - 5.00pm, Monday to Friday.

Calls to and from Aviva may be monitored and / or recorded.

* 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.