Critical illness cover claims

Frequently asked questions

Can I make a critical illness claim over the phone?

Yes. You can make a claim over the phone by calling 0800 015 1142. Our UK-based claims team will discuss your claim and can complete the claim form for you. This tends to be the quickest way to get the claim process started.

If you're considering making a claim, see our claims process. If your policy was previously Friends Life, contact us.

How long will it take to get the payment from my critical illness claim?

Once we’ve discussed the claim with you, we’ll usually be able to estimate timescales. If we have everything we need, and your claim is accepted, we aim to pay out within five working days.

How soon will you decide whether to pay a claim?

Every claim is different, so it varies. But we can often give you an idea of timescales after we've spoken to you on the phone and understand more about the claim.

How will you pay the money if a claim is accepted?

We'll pay the money for a claim electronically by BACS or by a telegraphic transfer. 

What is premium protection?

Premium protection used to be an optional extra with some of our life insurance policies.

 If you have this option, we may be able to waive your insurance premiums if you're incapacitated for a certain length of time, depending on what’s covered by your policy. Check your policy booklet or call 0800 015 1142 if you’re unsure about what’s covered.

If your policy was previously with Friends Life, contact us to check if this applies to you.

When will I stop having to pay premiums if I have premium protection on my critical illness policy?

You may qualify for premium protection if you've been incapacitated for one, three or six months (the deferred period), depending on your policy.

You can find your policy’s deferred period in your policy schedule. If you think you’re entitled to claim, continue paying the premium until you’ve contacted us and we’ve confirmed the claim is accepted.

Why would you decline a claim?

If the condition you're claiming for isn't covered by your policy, or if the policy wasn't in place when what you're claiming for happened, we would decline the claim.

However, contrary to popular belief, insurers don’t try to avoid paying claims. We publish claims figures every year, and in 2018, we paid 98.9% of life insurance claims and 92.6% of critical illness claims.

When you apply for cover, make sure your answers are true, full and accurate, or this could impact any future claim.

If you're unsure about anything when applying or claiming, contact us.

What is children's benefit?

Children's benefit is automatically included in any personal policy that includes critical illness cover. We'll pay £25,000, or 50% of the main critical illness benefit (whichever is lower), if any of your natural, step or legally adopted children are diagnosed with one of the children's critical illnesses or conditions we cover during the term of the policy.

If one of your children dies during the term of the policy, we'll pay a lump sum of £5,000. Children are covered from 30 days old until their 18th birthday (or their 21st birthday, if they’re in full-time education).

We'll only pay out one critical illness claim for each child under the policy. We'll pay a death claim for a child, even if we've previously paid out on a critical illness claim for them. If we pay out under children's benefit, the policy will continue to provide cover for you and any other eligible children you have.

If you already have an existing policy with us, check your policy documents to see what cover is included. If your policy was previously with Friends Life, contact us to check if this applies to you.

Do you charge an admin fee to make a policy change?

You won’t be charged an admin fee if you change your email address or login details in MyAviva, or if you change any of the following:

  • Motor: vehicle details, main driver details, named driver details, adding or removing additional cover
  • Home: property details, occupants, limits and cover type, buildings and contents voluntary excess
  • Life: phone number or home address

All other charges shown in your policy documents will apply.

There’s no admin fee for AvivaPlus policies. If your policy used to be with Friends Life, check your policy documents or contact us.

How do I get an Aviva staff discount?

To find out about Aviva staff discounts and how to get them, go to the Aviva World One Stop Shop page.

I can’t find my share information

You can access useful share information via the ‘Shareholder Centre’ section of MyAviva.

If you already own Aviva products and are registered for MyAviva:

  • Select ‘Shareholder Centre’ from the top menu bar
  • Click ’Find Out More’ in the ‘Manage my Shares’ section
  • This will take you to the Computershare Investor Centre, where you will need to sign in.

If you don’t yet own Aviva products or have not added a policy to MyAviva:

  • Scroll down to fully view the ‘Shareholder Centre’
  • Click ’Find Out More’ in the ‘Manage my Shares’ section
  • This will take you to the Computershare Investor Centre, where you will need to sign in

We are exploring ways to make your Aviva share information available via MyAviva, but to ensure that should we do so, it is safe and secure for both your shareholdings and any policies you may have with us. In the meantime, we will continue to enhance other elements of your MyAviva experience so do keep checking back.  

I’ve got a problem with the Activation code

The activation code will look something like ‘SHR-XXX-XXXX', and you’ll find it in your Aviva annual general meeting or share dividend information. If you have an on-screen error, call us on 0800 404 7198, and we’ll be happy to help. If you’re not seeing an on-screen error, you may already be registered and just need to reset your password or username.

I’ve never heard of Computershare

Computershare are Aviva’s Registrar and  provide shareholder administration services on behalf of Aviva and many other companies.

If you need to contact Computershare please call 0371 495 0105 or email at

When are Aviva share dividends paid?

Dividends on Aviva ordinary shares are usually paid twice a year. 17th Nov - Interim Dividend & 17th May - Final Dividend. Aviva shareholders - Aviva dividends are paid directly into a bank account that you have provided or by cheque.

If you haven't received your dividend, please contact Computershare on 0371 495 0105 or via email at


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