This is the place for information about a policy through Aviva Life & Pensions UK Limited, which was issued by Aviva Protection UK Limited or AIG Life Limited. Please note, you can’t view these policies on MyAviva.
Customer services
When you need to get in touch, we’re always happy to help any way we can. Here you’ll find the best way to reach us, depending on what you want to discuss.
Speak to our customer services
You can speak to our customer services team by calling us on:
0345 600 6820
Monday to Thursday: 8:30am to 6:00pm
Friday: 8:30am to 5:30pm
Saturday, Sunday and UK Bank Holidays: Closed
You can also email us: enquiries@protection.aviva.com
Calls may be monitored or recorded.
Write to us
Or write to us at:
Customer services team,
Aviva,
PO Box 12010,
Harlow,
CM20 9LG
When you write to us by post or email, please include:
- your full name
- your date of birth
- your postcode (if you've moved, please use the one we'd have on our records)
- your policy number, usually a ‘P’ followed by nine numbers.
To claim on your policy
When you need to make a claim, you can count on our speed, sensitivity, and compassion. Our dedicated and experienced team is ready to guide you through every stage of the process.
Complaints
When you need to get in touch, we’re always happy to help any way we can. Here you’ll find the best way to reach us, depending on what you want to discuss.
To make a complaint
If you need to raise a complaint about your policy or our service, you can call us on:
0345 600 6813
Monday to Thursday: 8:30am to 6:00pm
Friday: 8:30am to 5:30pm
Saturday, Sunday and UK Bank Holidays: Closed
You can also email us: complaints@protection.aviva.com
Calls may be monitored or recorded.
Write to us
Or write to us at:
Complaints team,
Aviva,
PO Box 12010,
Harlow,
CM20 9LG
When you write to us by post or email, please include:
- your full name
- your date of birth
- your postcode (if you've moved, please use the one we'd have on our records)
- your policy number, usually a ‘P’ followed by nine numbers.
We’ll do our best to resolve complaints as quickly and fairly as possible. If we can’t do this promptly, we’ll write to let you know and give you regular updates until it’s resolved.
We’re committed to resolving complaints through our own complaints procedures. But if you’re not happy with the outcome, you can refer your complaint to the Financial Ombudsman Service. When you make a complaint, we’ll send a leaflet explaining more about the service – you can ask for this without making a complaint.
If you make a complaint, it won’t affect your right to take legal proceedings.
Financial Ombudsman Service
The Financial Ombudsman Service helps settle disputes between consumers and financial firms. Their service is independent and doesn't cost you anything. They can decide if we’ve acted wrongly and whether you’ve lost out as a result. If this happens, they’ll tell us how to put things right and whether we owe you compensation.
You can contact the Financial Ombudsman Service yourself on:
(calls to this number are free on mobile phones and landlines)
(calls to this number cost no more than calls to 01 and 02 numbers)
Or from overseas:
+44 20 7964 0500
You can also email: complaint.info@financial-ombudsman.org.uk
Or write to them at:
Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London E14 9SR
Make a complaint if you live abroad
If you want to complain about an insurance policy you bought online and you live outside the UK, Channel Islands, Isle of Man or Gibraltar, you may be able to use the European Commission’s Online Dispute Resolution platform. You can also contact our complaints team.
Important information
*Telephone calls may be recorded and/or monitored. Calls to 0800 numbers from UK landlines and mobiles are free. You may be charged for calling outside of the UK.
Our opening hours may be different depending on which team you need to speak to.
Cancelling a policy
To cancel your policy with us 
To let us know that you plan to cancel your cover with us, you can use our customer service contact details.
Frequently asked questions
Things you might want to think about before cancelling.
If I cancel, will I lose access to Aviva Smart Health and any other extras?
Yes. Once you cancel your Aviva policy, you’ll no longer have:
- any protection or cover amount detailed in your policy
- access to your Aviva Smart Health** customer benefits, including unlimited GP consultations for you and your immediate family
- any other extra features your policy includes.
**Aviva Smart Health is available to select Aviva Life & Pensions UK Limited customers by Teladoc Health – your policy pack will tell you if you have Aviva Smart Health. This is not part of your insurance contract and can be changed or withdrawn at any time.
Can I change a joint life policy to two single life policies without cancelling?
Yes. If it’s down to a separation or divorce, we just need formal evidence. For some types of cover, we’ll also need evidence of a new mortgage. Give us a call and we can make these changes without the need for any more medical evidence. We can talk through any change to your monthly payment (your premium), and whether the change to your policy still meets your needs.
What if I can't afford the premiums?
If you're having trouble paying your monthly payments (premiums) but still want cover for you and your family, there are some ways we can help. You could delay a monthly payment or reduce your cover amount, either short-term or permanently. Read more about ways to lower your payments.
What if I can't afford the premium due to serious illness?
Call us to see how we can help before cancelling your direct debit. Some of our policies have a feature called 'waiver of premium', which means we could pause payments while you recover.
What if I arranged my policy through my financial adviser?
We recommend that you speak to them first – they’ll be able to review your current needs and circumstances and suggest some different options for you.
What if I've got cover somewhere else or with my employer?
No problem – just make sure you check the details of your other policies and confirm you’re happy with what you’re covered for.