As well as the health concerns we all share, the spread of the COVID-19 virus has brought an unprecedented level of economic uncertainty to businesses. At Aviva, we understand that employers face specific pressures in these difficult times and want to help you in any way we can. This page provides answers to the workplace pension questions we most often hear from our business customers. It also describes the type of support we can offer to you and your employees.
Maintaining our service
We’ve put robust plans in place to make sure we can still serve our customers now we have closed our offices to help combat the spread of COVID-19.
Aviva have invested heavily in technology which enables our staff to work efficiently from home, so they can continue to maintain our customer service levels. From the earliest stages of the outbreak, we’ve prioritised the technical needs of our customer-facing colleagues, as we aim to minimise any impact to you and your employees.
Customer service is being maintained and our telephone lines remain open. We’re making sure that we prioritise tasks that enable us to deal with payments to our customers, as well as work relating to retirements and bereavements. Many of our key operations, such as processing and investing contributions, are automated and other tasks can be completed by our customers through self-service apps or websites. Thanks to this capability, and the diligence of our operational teams, we aren’t anticipating any material reduction in our ability to meet your needs and those of your employees throughout this period of uncertainty.
We’re also working closely with our third-party suppliers to further enhance our ability to maintain a high standard of customer service. We’re in regular contact with our fund managers, and we’ll be able to communicate any changes to funds promptly and clearly, should this become necessary.
Investment diversification is important during challenging times. The Aviva workplace pension default funds are designed to include a mix of investments – such as UK and international equities, UK property, UK fixed income and international fixed income – so they aren’t solely reliant on the performance of one investment market.
We’re in regular contact with our default fund management partners BlackRock – who oversee My Future – and Aviva Investors, who manage My Future Focus. Both managers continue to adopt a long-term perspective and, in view of the general uncertainty and volatile market conditions, have not made any significant changes to the funds.
Rest assured that we’ll communicate any important changes to our members as they arise, frequently updating online information as well as sending out direct communications as appropriate.
Frequently asked questions
We’ve prepared a set of questions and answers to clarify Aviva’s response to the current situation, as well as providing guidance on handling queries you may receive from your employees.
We’re only too aware how rapidly the situation is changing. By regularly checking the frequently asked questions below, you can access updated versions of the guidance we’ve provided.
Latest COVID-19 update
80% pay and pension contributions
Read about the Coronavirus Job Retention Scheme and pension contributions.
We’ve developed some questions and answers to help answer queries you may receive from employees.
Other help and support
Aviva Master Trust
Learn about the measures the Trustees have put in place to safeguard the services and investments of the Aviva Master Trust.
In unprecedented times, many of our customers are worrying about how the COVID-19 pandemic is affecting financial markets and their investments. Read about the steps Aviva are currently taking to support asset transition.
How to get in touch
If you have any questions, please visit the pension solutions contact us page. If you need to call us, waiting times may be longer than normal during these uncertain times.
COVID-19 support for other business products
If you have another type of policy with us, or you’re interested in taking one out, find out what you need to know in the current situation.
Payment deferral available
Business Health Insurance
Payment deferral available