Car, home and travel insurance

The pages on this site are only directed at United Kingdom residents, and comply with appropriate UK legislation and regulation.

The information in this section relates to the following insurance products sold on this web site through Aviva; car, home and travel.

Details about data protection

Your rights

You can ask us to update or remove your personal information by e-mail or by writing to the Customer Services contact that is listed in the Aviva website where you negotiated or concluded the sale of your particular insurance or financial product or service.

You also have the right to request a copy of all the personal information we hold about you. To do this, simply write to us at the following adivress enclosing a cheque for £10.00 payable to Aviva to cover our administrative costs in dealing with your request:-

The data protection team
Aviva
Pitheavlis
Perth
PN2 0HN

We will take all reasonable steps to confirm your identify before providing you with details of any personal information we may hold about you.

Data protection act

Information uses

For the purposes of the Data Protection Act 1998, the Data Controller in relation to any personal data you supply is Aviva Insurance Limited.

Insurance administration

Your information may be used for the purposes of insurance administration by the insurer, its associated companies and agents and by reinsurers. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer's compliance with any regulatory rules/codes.

Your information may also be used for offering renewal, research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. Where this happens, we will ensure that anyone to whom we pass your information agrees to treat your information with the same level of protection as if we were dealing with it.

If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and for us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for, as set out in this notice.

In the case of personal data, with limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.

In assessing your application now or at renewal, the insurer or its agents may undertake checks against publicly available information (such as electoral roll, county court judgements, bankruptcy orders or repossessions). Similar checks may be made in assessing any claims made. Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).

Sensitive data

In order to assess the terms of the insurance contract or administer claims that arise, the insurer may need to collect data that the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this application you will signify your consent to such information being processed by the insurer or its agents.

Marketing

Aviva group, its agents and business partners may use your information to keep you informed by post, telephone, facsimile, e-mail, text messaging or other means about products and services that may be of interest to you. Your information may also be disclosed and used for these purposes after your policy has lapsed. By providing us with your contact details, you consent to being contacted by these methods for these purposes. If you do not wish to receive marketing information, please write to Aviva, FREEPOST, Mailing Exclusion Team, PO Box 6412, Derby, DE1 1SB.

Credit searches and accounting - for travel insurance only

In assessing your application/renewal, to prevent fraud, check your identity and to maintain its policy records, the insurer may search files made available to it by credit reference agencies who may keep a record of that search. The insurer may also pass to credit reference agencies information it holds about you and your payment record. The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors.

The insurer may ask credit reference agencies to provide a credit scoring computation. Credit scoring uses a number of factors to work out risks involved in any application. A score is given to each factor and a total score obtained. Where automatic credit scoring computations are used by the insurer, acceptance or rejection of your application will only on the results of the credit scoring process.

Credit Searches and use of third party Information - for home and motor insurance only

In assessing your application, to prevent fraud, check your identity and to maintain its policy records, the insurer may:

  • Search files made available to it by credit reference agencies who may keep a record of that search. The insurer may also pass to credit reference agencies information it holds about you and your payment record. The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors. The insurer may ask credit reference agencies to provide a credit scoring computation. Credit scoring uses a number of factors to work out risks involved in any application. A score is given to each factor and a total score obtained. Where automatic credit scoring computations are used by the insurer, acceptance or rejection of your application will not depend only on the results of the credit scoring process.
  • Use information relating to you and your home and/or vehicle supplied to us by other third parties.

Continuous renewal payment authority - Credit/Debit cards

Where you select or have selected a continuous premium payment method, you will be notified in writing prior to renewal and, unless we hear otherwise, the policy will automatically be renewed. Unless you have advised otherwise, the renewal premiums will again be collected from your specified bank account, or credit/debit card to ensure that you are always covered.

Technical information

Use of cookies

The information that we collect from this website may include data that allows us to remember you, any interests that you have recorded and how you use this website. This saves you from re-keying information when you return to the site and allows us to arrange our website content to match your preferred interests.

We use "cookies" to collect this data. Cookies are text-only strings of information that are stored on your web browser or hard disk. You have the ability to accept or decline cookies by modifying the settings of your web browser. However, you may not be able to use all the interactive facilities of our site if cookies are disabled.

Further details are available on our Aviva cookie policy or for further information about how to disable cookies in your browser please visit the About Cookies Website.

If you have a complaint

Complaints Procedure

Our promise of service

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain?

  • We will acknowledge your complaint promptly.
  • We aim to resolve all complaints as quickly as possible.

Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 10 working days of receipt and give you an expected date of response.

What should I do?

You can make a complaint using our online form, or you can phone or write to us. You can find our contact details here.

About our calls

Call taping

For our joint protection telephone calls may be recorded and/or monitored.

Important policy information

Your cancellation rights

  • Motor insurance

    What happens if I take out cover and then change my mind?

    The principal policyholder has the right to cancel the policy within 14 days either from the day of purchase or renewal of the policy or the day on which the principal policyholder receives the policy or renewal documentation, whichever is the later. If the principal policyholder wishes to cancel and the insurance cover has not yet commenced, the principal policyholder will be entitled to a full refund of the premium paid.

    What are Aviva charges for policy amendment and cancellation?

    If you cancel after cover has commenced, you will be entitled to a refund of premium paid subject to a deduction for the time you have been covered, and there will be an additional cancellation charge of up to £38 subject to Insurance Premium Tax where applicable.

    If we cancel for non payment of any amount due, there will be a cancellation charge of up to £38 subject to Insurance Premium Tax where applicable.

    If you amend the policy, there will be an administration charge of up to £18 subject to Insurance Premium Tax where applicable. No charge is made if you amend the policy online at aviva.co.uk/myaviva. Online policy changes are currently only available if you are insuring a single car with us.

    To exercise your right to cancel your policy, please call 0844 891 1101*.

  • Home insurance

    What happens if I take out cover and then change my mind?

    You have the right to cancel your policy within 14 days either from the day of purchase or renewal of the policy or the day on which you receive your policy or renewal documentation, whichever is the later. If you wish to cancel and the insurance cover has not yet commenced, you will be entitled to a full refund of the premium paid.

    What are Aviva charges for policy amendment and cancellation?

    If you cancel within the 14 day period, you will be entitled to a refund of premium paid subject to a deduction for the time you have been covered. If you cancel after the 14 day period, in addition to the amount charged for the time you have been covered, there will be a cancellation charge of up to £29.00 (subject to Insurance Premium Tax, where applicable).

    If we cancel for non payment of any amount due, there will be a cancellation charge of up to £29.00 (subject to Insurance Premium Tax, where applicable). If you amend your policy there will be an administration charge of up to £12.00 (subject to Insurance Premium Tax, where applicable). No charge applies if you amend your policy on-line at aviva.co.uk/myaviva.

    To exercise your right to cancel your policy, please call 0844 891 1101*.

  • Travel insurance:

    You have the right to cancel your policy within 14 days either from the day of purchase of the policy or the day on which you receive your policy documentation, whichever is the later. If you wish to cancel, you will be entitled to a full refund of the premium paid provided you have not travelled and there has been no claim or incident likely to give rise to a claim. To exercise your right to cancel please telephone 0844 891 1104*.

    If You do not exercise Your right to cancel Your Policy, it will continue in force and You will be required to pay the premium. For your cancellation rights outside the cooling off period, please refer to the General Conditions section of your policy booklet.

Please make sure that you read your policy carefully. You may not receive any cover or cover may be reduced if you do not keep to the policy conditions.

* 0844 numbers will be charged at 3p per minute from a BT landline. Calls from other networks may vary. For our joint protection, telephone calls may be recorded and/or monitored.

Value of property - for home insurance only

You must declare the full value of the property to be insured, failure to do so may invalidate your policy or reduce claims settlements.

Copy policy documentation

A copy of all our policy documentation is available online and on request.

Important notice – Information we need to know about

You must take reasonable care to provide complete and accurate answers to the questions we ask. Please read any assumptions carefully and confirm if they apply to your circumstances. If any of the information you provide changes after you purchase your policy and during the period of your policy please provide us with details by contacting 0800 092 9564. If the information provided by you is not complete and accurate:

  • we may cancel your policy and refuse to pay any claim, or
  • we may not pay any claim in full, or
  • we may revise the premium and/or change the compulsory excess, or
  • the extent of the cover may be affected.

It is an offence under the Road Traffic Acts to provide incomplete or inaccurate information to the questions asked in your application for the purpose of obtaining a certificate of motor insurance.

Fraud prevention and detection

Travel insurance

In order to prevent and detect fraud we may at any time share information about you with other organisations and public bodies including the Police.

You should show these notices to anyone who has an interest in the insurance under the policy.

Car and home insurance

In order to prevent and detect fraud we may at any time:

  • Share information about you with other organisations and public bodies including the Police;
  • Undertake credit searches and adivitional fraud searches;
  • Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

We can supply on request further details of the databases we access or contribute to.

We and other organisations may also search these agencies and databases to:

  • Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
  • Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
  • Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.

Car insurance

You should show these notices to anyone insured to drive the vehicle(s) covered under the policy.

Home insurance

You should show these notices to anyone who has an interest in the insurance under the policy.

Claims history

Under the conditions of your policy you must tell us about any insurance related incidents whether or not they give rise to a claim. When you tell us about an incident we will pass information relating to it to a database.

We may search these databases when you apply for insurance, in the event of any incident or claim, or at time of renewal to validate your claims history or that of any other person or property likely to be involved in the policy or claim.

Motor insurance database

Information relating to your insurance policy will be adived to the Motor Insurance Database ("MID") managed by the Motor Insurers' Bureau ("MIB"). MID and the data stored on it may be used by certain statutory and/or authorised bodies including the Police, the DVLA, the DVANI, the Insurance Fraud Bureau and other bodies permitted by law for the purpose not limited to but including:

  • i. Electronic Licensing
  • ii Continuous Insurance Enforcement
  • iii Law enforcement (prevention, detection, apprehension and or prosecution of offenders)
  • iv The provision of government services and/or other services aimed at reducing the level and incidence of uninsured driving.

If you are involved in an accident (either in the UK, the EEA or certain other territories), insurers and or the MIB may search the MID to obtain relevant information.

Persons (including his or her appointed representatives) pursuing a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID. It is vital that the MID hold your correct registration number. If it is incorrectly shown on the MID you are at risk of having your vehicle seized by the Police. You can check that your correct registration number details are shown on the MID at www.askmid.com.

You can find out more about this at www.mib.org.uk.

You should show these notices to anyone insured to drive the vehicle(s) covered under the policy.

Choice of law

The law of England and Wales will apply to any Aviva contract of insurance unless:

  • You and we agree otherwise; or
  • At the date of commencement of the contract you are a resident of (or in the case of a business, the registered office or principal place of business is situated in) Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case (in the absence of agreement to the contrary) the law of that country will apply

Corporate details for Aviva

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.

Aviva Insurance Services UK Limited. Registered in England, No. 2180191. Registered Office: St Helen’s, 1 Undershaft, London EC3P 3DQ. Authorised and regulated by the Financial Conduct Authority.

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