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.
Your insurance policy is our promise to be there for you. Not just through your cover, but through the things that make life easier.
Wherever we can help, we will. By being just a phone call away. With options to keep your policy in place if money's tight and the monthly payments have become a struggle. Through small adjustments that make your policy easier to understand and manage.
And if we can't support you directly, we'll point you to services that may be able to help you further.
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.
Working through your money worries
Making sure your policy’s clear
It’s important everything about your insurance makes sense. Any information should arrive in the best way for you, no matter your situation, and you should know exactly what everything means. Here’s how.
Get it in the right format
You have choices about how you get any information we send. These are some of the different ways we can provide it to make things easier:
If any of these would be helpful for you (or someone you know who has insurance with us) please get in touch.
Understand what trusts are all about 
Whether you're thinking about buying life insurance or you already have it, you may have heard about 'trusts'.
Our guide gives you a simple introduction to what a trust is, why you might want to set one up, who's involved, and how to get started. Then you can chat to a financial or legal adviser to see if it might suit you.
We can't advise on whether putting your policy into a trust is the right thing for you. We always recommend speaking to a professional, as they'll be able to explain what's best for your situation.
Choosing someone who can talk to us
Sometimes, you might feel more comfortable to let someone else discuss your policy on your behalf, someone who may understand it better. You can even set it up so they can manage it for you. We'd recommend talking this through with your family first - and with us if it helps - before putting these plans in place. These are some of the options:
- Your financial adviser
If you bought your insurance through them, they can already discuss your policy with us and manage parts of it for you. That’s things like changing your contact details, getting another copy of documents, or cancelling cover. - A friend or family member
You can choose someone you know and trust to speak to us about your policy. We’ll check you’re happy with this first, and you’ll need to make sure they have your policy details. All the final decisions will still be yours to make. - An attorney
Lasting power of attorney (LPA) is a document that means someone you choose (an attorney) can act on your behalf – you’ll just need to show us this document. Read more about setting one up on the Government’s website.
Finding support elsewhere
As much as we’ll always do our best to help, sometimes charities and other services are better placed to offer the right support for you. Here are some organisations you may want to take a look at.
This page contains links to third-party websites for informational purposes only. We are not affiliated with, endorsed by, or in any way connected to any of the companies, services, or websites mentioned. We do not guarantee the validity, completeness or accuracy of any information on these external sites.
CRUSE Bereavement Care
The Samaritans
Money Helper
Citizens Advice
Macmillan Cancer Support
Access to extra benefits if you have a policy with us
As well as supporting you with the cover it provides, having a policy with us gives access to features and wellbeing benefits that can access both day to day and in those big moments. The Aviva Smart Health app and services are non-contractual benefits Aviva can change or withdraw at any time.
Aviva Smart Health
This service is there to support your physical and mental wellbeing by connecting you with the experts you need.
You can make a GP appointment, speak to someone about bereavement or managing anxiety, or get hints and tips from a nutritionist. The team is there for you 24/7, 365 days a year, from anywhere in the world. And it’s included at no extra cost for you, your partner and children up to 18 years old or 21 if in full time education.
If you’re a group or individual critical illness customer, you can get access to Aviva Smart Health’s second medical opinion service. For up to three years after your claim, our experts will be on hand to make sure you get the right diagnosis and treatment.
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.
To be eligible for Aviva Smart Health, you must be a permanent resident of Great Britain, Northern Ireland, the Channel Islands or the Isle of Man. Terms apply.
For all types of cover
Paying for a funeral
You won't have to worry about finding money to pay for a funeral. If your claim’s accepted, we’ll pay up to £10,000 in advance – before all the paperwork’s finalised. We can even send it to your funeral director for you.
For individual products only
The Claims Support Fund
This fund can pay for up to £500 worth of extra services to make your life a little easier. Things like travel costs, parking at hospital, wigs following cancer treatment – there’s no limit to what you can use it for, and it won't be taken off your policy payout.
For individual products only
Your own nurse support
Facing a new diagnosis isn’t easy, so you’ll have a dedicated nurse at the other end of the phone – all through RedArc. Whether it’s practical advice or emotional support, they’ll be there for anything you or your family need.
For group critical illness only
Be your best at work
Additional support from the experts at Aviva Smart Health is available with Aviva group income protection. This includes a 24/7 mental health helpline, access to the myStrength app and legal and financial support.
For group income protection only