This FAQ page covers policy information purchased through aviva.co.uk and our contact centres. If you have an Aviva Signature, Online, Premium, Plus, Flex, or Select policy, you can check your details by logging in to MyAviva.
Cover details
Are pedal cycles covered under home insurance?
Pedal cycles are automatically covered as part of your contents cover when they are kept inside your property. Some limits and exclusions apply - please see below for details of where to find these.
If you want to cover your cycles away from home including worldwide cover, you'll need to add Pedal Cycle cover to your policy.
New customers
You can cover cycles from £300 to £5,000 online. Visit here for a quote or if you've already received a quote and would like to add this, go here.
Existing customers
You can add Pedal Cycle cover to your policy using MyAviva. Once logged in follow the below steps:
- Select 'Your policies' button at the top
- Then select 'Details'
- Choose 'Amend my policy'
- Under 'Contents cover' and then 'Personal belongings - covered in and away from the home' enter the value of your most expensive bike next to 'Cover for your cycle(s)'.
With AvivaPlus your Pedal Cycles will be covered inside the home as part of your contents cover. Whilst away from the home they will be covered worldwide under your "Accidents and Thefts away from the home" cover. This cover is not available on the Basic Tier, but is included as standard on the Premium Tier and is an optional cover on the Regular Tier.
For new and existing customers, you can see the cover limits here. See our policy booklet for details for the cover and exclusions.
Are mobile phones covered by home insurance?
Under contents insurance we will automatically provide cover for loss of or damage to mobile phones caused by any of these events whilst in the home:
Fire, explosion, lightning, earthquake and smoke damage
Storm and flood damage
Riot, civil commotion, strikes, labour and political disturbances
Damage by malicious persons or vandals
Collision by aircraft or other aerial devices, vehicles and animals (not including domestic pets)
Theft or attempted theft from the home
Falling radio and TV aerials
Subsidence, heave or landslide
Damage caused by falling trees or branches
Escape of water
Leakage of heating fuel
If you'd like to cover a mobile phone away from home and against accidental damage, you'll need to select Personal Belongings cover.
For cover limits, exclusions and further information please see our overview of benefits.
Mobile phone's can be covered against Accidental Damage whilst in the Home on AvivaPlus under the Accidental Damage cover. This is included as Standard on the Premium Tier and is an option on the Regular Tier. If you would like the item covered away from the Home, this would be covered under the "Accidents and Thefts away from the Home". This cover is included on the Premium Tier as Standard and is optional on the Regular Tier.
Please note both of these covers are not available on the Basic Tier.
Are laptops covered in and out of the home by contents insurance?
Under contents insurance we will automatically provide cover for loss of or damage to laptops caused by any of these events whilst in the home:
- Fire, explosion, lightning, earthquake and smoke damage
- Storm and flood damage
- Riot, civil commotion, strikes, labour and political disturbances
- Damage by malicious persons or vandals
- Collision by aircraft or other aerial devices, vehicles and animals (not including domestic pets)
- Theft or attempted theft from the home
- Falling radio and TV aerials
- Subsidence, heave or landslide
- Damage caused by falling trees or branches
- Escape of water
- Leakage of heating fuel
If you'd like your laptop to be covered away from home and against accidental damage, you'll need to select Personal Belongings cover.
For cover limits, exclusions and further information please see our overview of benefits.
Tell me about contents insurance valuables cover
We provide £10,000 of cover for valuables in the home as standard. We consider valuables to be items such as:
- Stamp, coin or medal collections
- Pictures and other works of art
- Items of gold, silver or any other precious metal
- Jewellery and watches
As standard, we'll pay up to £2,000 for a single item. If you have any individual items which are worth more than £2,000 these will need to be specified. If you'd like to increase the cover for valuables beyond the standard £10,000, you may do so for an additional fee.
If you're a new customer you can specify items under the "Personal items" section on the "Your quote" page.
If you have an existing policy and you need to specify any items, please contact us.
With AvivaPlus you have a maximum of £5000 valuables cover on the Basic Tier, £20,000 valuables cover on the Regular Tier and £50,000 Valuables cover on the Premium Tier. Any items over £2000 no longer need to be specified.
Is there a limit to the amount of jewellery and watches I can specify?
You can specify up to £50,000 worth of personal belongings (items you take out of the house) online, and up to £20,000 worth of valuables (items that stay in your home).
If you wish to specify items which in total will equal more than the amounts above please contact us.
With AvivaPlus you have a maximum of £5000 valuables cover on the Basic Tier, £20,000 valuables cover on the Regular Tier and £50,000 Valuables cover on the Premium Tier. Any items over £2,000 no longer need to be specified.
Will you replace items on a "new for old" basis?
Cover is provided on a new for old basis (except for mobile phones, where we reserve the right to replace a lost or stolen phone with a refurbished model). We may choose to settle by one of the following methods:
- Replacing with new items
- Reinstating (restoring your insured items to the condition they were in before the loss; for example, by professionally cleaning soiled carpets)
- Repairing
- Payment, so that you can choose your own replacements
Does home insurance cover outbuildings?
With buildings cover outbuildings used for domestic purposes are automatically covered up to the total buildings sum insured provided the outbuildings are all at the same address shown on the schedule.
Contents insurance provides cover of up to £7,500 for the contents of your garage or any outbuildings on your property. This cover applies to theft claims only; we pay up to the sum insured for any other types of claims e.g: fire.
Cover limits and exclusions apply, so for further information please see our Policy Booklet.
With AvivaPlus your outbuildings and contents in outbuildings are covered as standard under your core cover provided the outbuildings are all at the same address shown on the schedule. With AvivaPlus there is no longer a theft restricition, it will be covered under the contents sum insured on your chosen tier.
What is insured under buildings cover?
Buildings insurance covers the main structure of your home. If your home were to subside, burn, or be damaged by extreme weather, your buildings insurance policy covers the costs of rebuilding or repair. It also covers any permanent fixtures in your home like built-in wardrobes, kitchen surfaces, taps, basins, baths and showers.
Our buildings insurance includes cover for outbuildings, boundary walls, gates, pools, drives and paths as standard.
If we’re repairing your home following a claim and your home is uninhabitable we’ll also cover the cost of suitable temporary alternative accommodation until the repairs are complete and it’s ready to live in again.
Unfortunately, we can’t cover everything – make sure you’re happy with what’s not covered, including:
- Wear and tear
- Wet rot, dry rot or frost damage
- Fences, gates or hedges damaged in a storm
- Claims for poor workmanship or faulty design
For detailed information please see our Overview of benefits.
Do I need to have a smoke and heat detector installed in my property?
You don't need any specific fire alarm protection under our standard home insurance policies. This includes our customers with home insurance in Scotland, despite the new legislation around home smoke and heat alarms which came into effect on 1 February 2022. If you did have a fire in your property, your insurance would still cover you, subject to the terms and conditions of your policy.
However, wherever you live, we strongly encourage you to fit interlinked smoke and heat detectors in your home to protect your family and property in the event of a fire.
What is "Limited" Accidental Damage cover?
For buildings, "Limited Accidental Damage" covers accidental damage to any fixed glass, sanitary fittings or service pipes and cables. For example, accidentally breaking your hand basin.
For contents it covers accidental damage to non-portable home entertainment equipment, mirrors and glass in furniture. For example, if you accidentally drop your TV while moving it to decorate.
What is "Extra" Accidental Damage cover?
For buildings "Extra Accidental Damage" extends the "Limited Accidental Damage" cover to over accidental damage to the rest of the building. For example, putting your foot through the ceiling while in the loft.
For contents this extends the limited cover to cover accidental damage to most contents. For example, spilling a glass of red wine on your carpet or sofa.
If you're a new customer please see our Policy Booklet for the exclusions or, if you're an existing customer, please refer to the document section of MyAviva on the policy you wish to view.
What is Personal Belongings cover?
Personal Belongings cover is cover for your personal items (e.g. mobile phone, laptop, jewellery, camera equipment) while you are in or away from your home and accidental damage at home. Any personal item worth more than £2,000 will need to be specified on your policy.
You can add Personal Belongings cover to your quote in the "Your quote" page.
If you're a new customer, for cover limits and exclusions please see our Policy Booklet and for further information please see our Overview of benefits.
If you're an existing customer, for cover limits and exclusions please refer to the documents section of MyAviva on the policy you wish to view.
On AvivaPlus we call this cover "Accidents and Thefts away from the home". This cover will cover all items defined above with no single article limit. Meaning no items need to be specified on AvivaPlus. This optional cover is included as standard on the Premium Tier and as an optional cover on the Regular Tier. It isn't included on the Basic Tier.
Legal Services Cover explained
If you need a lawyer for an issue covered by your policy, we'll provide you with one and legal funding of up to £100,000 to pursue or defend cases in court. This includes:
- Property claims, such as disputes with noisy neighbours or boundary issues
- Employment disputes, including unfair dismissal or discrimination at work
- Personal injury claims, such as food poisoning or accidental injury caused by someone else
- Consumer disputes, like the purchase of a faulty car or breach of contract by a holiday company
- Medical negligence claims against those responsible for your clinical care, such as doctors, dentists, or cosmetic treatment practitioners
The lawyer will discuss your case and represent you if it's more likely than not that you will be successful. Additionally, our 24/7 legal helpline on 0800 096 5850 is available to provide you with immediate legal advice and support whenever you need it.
Please note that legal assistance and funding are only provided for issues covered by your policy. For detailed information, please refer to your policy documents.
You can add legal cover to your quote in the "Your quote" page.
If you have an existing policy you can add legal cover at renewal using MyAviva. Once logged in follow the below steps:
Use the "Your policies" button > then use the "Details" button on the policy you wish to view > Then choose "Amend my policy" > Under the appropriate cover select legal cover. Legal cover cannot be added mid-term.
If you're a new customer, for cover limits, exclusions and further information please see our Policy Booklet.
If you're an existing customer, for cover limits, exclusions and further information please refer to the documents section of MyAviva on the policy you wish to view.
What is covered under Home Emergency Cover?
Aviva home emergency cover provides you with expert help with emergencies at your property.
Benefits include:
- Up to £1000 for labour, parts and materials per claim
- Hotel accommodation costs up to £1000 if your home is uninhabitable
- No excess to pay
Emergency situations covered include:
- The breakdown of your main heating system
- A leak in your internal natural gas supply pipe
- Leaking or blocked pipes, drains, or toilets
- Blocked or collapsed drains
- Failure of the electrical wiring within the property
- Damage to roofing and external windows or doors
- Repair or replacement of locks and lost keys to secure your property
- Treatment of rats, mice, wasps or hornets’ nests on your property.
You can add Home Emergency Cover to your quote in the "Your quote" page.
If you have an existing policy you can add Home Emergency Cover using MyAviva. Once logged in follow the below steps:
Use the "Your policies" button > Then use the "Details" button on the policy you wish to view > Then "Amend my policy" > Under the appropriate cover select "Yes" next to Home Emergency.
If you're a new customer, for cover limits and exclusions please see our Policy Booklet.
If you're an existing customer, for cover limits and exclusions please refer to the documents section of MyAviva on the policy you wish to view.
Can I get home insurance if I live in a flood-risk area?
You should be able to get home insurance if you live in a flood risk area.
If your property was built before 2009, it may be eligible for a government backed scheme called Flood Re, which was designed to make flood cover more accessible and affordable for properties at risk of flood. If your property is not eligible for Flood Re and is at risk of flood, you may need to use a specialist provider to help you with your needs. You can find a directory of specialist providers at the British Insurance Brokers’ Association (BIBA).
How can we help if you're struggling with payments?
We understand that sometimes things happen which make it difficult to keep on top of payments. Please contact us to understand what options we may have available to support you. In addition, should you need them, please find some links to money guidance charities here.
Finding out more will not impact your credit record, and we might be able to offer you support with payments to help you stay insured.
Claims and excesses
Can I make a claim online?
If you need to make a claim:
- Home: visit here to find out more and make a claim
- Alternatively, call us on 0345 030 6945 (lines open 24 hours)
What is the excess on a home insurance claim?
Our standard excess is £200 but you can select different excesses for both buildings and contents insurance, the minimum being £100. You can select these in the "Tailor your policy" section on the "Your quote" page.
If you have a subsidence claim the standard excess is £1,000 (this figure can change depending on the history of your property/area).
If you are an existing customer you can review your excesses in MyAviva. Once logged in follow the below steps:
- Use the "Your policies" button
- Then use the "Details" button on the policy you wish to view
- Then select "Policy excesses"
For AvivaPlus policies If you make an escape of water claim the standard excess is £450 (this figure can change depending on your level of cover and your standard excess).
Can't find your policy or renewal details
Why can't I find my policy?
Once you've registered for MyAviva, all eligible policies registered in your name should be listed in your account automatically, including those where you are a joint policy holder.
If you can't see a policy, it could be because:
- You are trying to view a Pension, Bond or Annuity policy. Before you can view any of these online, you'll need to answer additional security questions. Log into your account, choose the policy you want to view, then select "Unlock Access". Once there, fill in the required details to unlock.
- Your type of policy isn't currently available online. To find a list of all policies not currently available visit here.
If you're still unable to see your policy in MyAviva please give us a call. You'll find the right phone number for your policy on our contact us page.
I haven't received my policy documents.
If you've chosen to receive documents online, they will be available to view and print in MyAviva within 24 hours of being generated.
Once logged in to MyAviva, go to the policy you want to view, then select the "Documents" button.
If you've chosen to receive paper documents, please allow up to ten working days for them to arrive. If your documents do not arrive after ten working days please contact us.
Where can I see my next year's premium?
Your renewal will be generated a month before your renewal date, we will send you a reminder in the post and we may also send you an email or text.
You can use MyAviva to check your renewal details. Once logged in find the policy you want to view and then use the "Renewal" button.
You can then also view all documents related to your policy.
For information on where to see your travel, breakdown or bike renewal visit here.
Changes, payments and cancellations
How do I change the address on my Home or Motor Insurance policy?
If you have moved already you may be able to change your address by logging into MyAviva if you hold:
- Home policies only
- Home, Motor, Life and/or Travel insurance and your policy is in your name only (single policy holder's)
- If you are changing your correspondence address only or the correspondence address and the address we are covering.
Alternatively, please contact our customer support team:
- Motor: Contact Us
- Home: Contact Us
Please note if your policy number starts with the letters CVH, CHH, AVP or your policy is due for renewal you will need to Contact Us.
Am I covered for moving house?
Our contents insurance includes cover for your contents while being moved by professional removers from your existing home (provided we are already insuring your contents at this address) to your new permanent home (including temporary storage in a recognised storage depository for up to seven days).
If you're moving, you'll need to let us know by completing a Mid-Term Adjustment (MTA) and provide the details of your new property. These details — such as the type of property, location, or security features — may affect your premium or whether we can continue to offer cover.
If you're a new customer, for cover limits and exclusions (such as money, jewellery and watches) please see our policy booklet.
If you're an existing customer, for cover limits and exclusions (such as money, jewellery and watches) please refer to the documents section of MyAviva on the policy you wish to view.
Do you charge admin fees to make a change?
We do not charge admin fees for making changes to your policy or personal detail in MyAviva for:
- Motor: Email address, log in details, vehicle details, main driver details, named driver details, adding or removing additional cover
- Home: Email address, log in details, property details, occupants, limits and cover type, buildings and contents voluntary excess
- Life: Email address, telephone number, home address
*All other charges specified under your policy or product terms and conditions will still apply.
If your policy was previously Friends Life, then the above information may not apply. For further information please refer to your policy documents or contact us.
You can make changes to your AvivaPlus car or home policies with no admin fees.
What if the details on the policy documents are wrong?
If your details are wrong, you can make most changes to your details and cover online using MyAviva, depending on what product you have.
If you want to make a change that you can't make online or need some help, please contact us.
For information on dealing with incorrect details for Travel insurance or Breakdown cover policy visit here.
How do I change payment details?
You can change your direct debit details online quickly and easily using MyAviva.
Once logged into MyAviva simply follow the below steps:
- Choose the policy you want to view
- Select "Details"
- Then select "Amend my policy"
- Then select "Payment details"
Please note you won't be able to change your direct debit details if a payment is being processed or you are approaching renewal..
For payment queries please contact us.
Can I change my direct debit payments to a later date?
To change the date of your direct debit payments please contact us.
What payment methods are available?
You can pay for most of our policies in one lump sum by any major UK credit or debit card.
Some policies may offer direct debit or continous card payments, however your payment options will be made clear when you complete your quote.
Please note that missing monthly payments may mean your insurance is cancelled and credit score affected.
How do I pay an overdue premium?
Annual paying customers
You can make a payment for an outstanding premium in MyAviva. Simply log on, select the product you wish to make the payment on and enter your payment details.
Direct debit and continuous card customers
If your direct debit is still active you can make a payment for an outstanding premium in MyAviva. Simply log on, select the product you wish to make the payment on and enter your payment details.
If you need to make a payment and update your direct details, please contact us.
Can I cancel my policy online/through MyAviva?
Unfortunately, you cannot cancel your policy online right now.
Motor
If you’d like to cancel your motor insurance policy mid-term, or from renewal, please contact us.
Home
If you want to cancel your home policy mid-term, or from renewal, please contact us.
How we can help if you’re struggling with payments
We understand that sometimes things happen which make it difficult to keep on top of payments. Please contact us to understand what options we may have available to support you. In addition, should you need them, please find some links to money guidance charities here.
Finding out more will not impact your credit record, and we might be able to offer you support with payments to help you stay insured.
Receiving your cashback
I haven’t received my cashback.
Any queries related to cashback, please go back to the cashback site you used, and they will be able to help with any queries.
FCA general insurance Pricing Practices
What are the FCA regulations about?
Changes in regulations that came into force from 1 January 2022 affect general insurance providers. In short, they mean that:
- if you're already a motor or home insurance customer, your renewal price will be the same as or lower than you would pay as a new customer
- for most general insurance policies, you'll have the ability to opt out of auto-renewal at any point during your cover term
- insurers must make it clear where the cost of your insurance will be higher if you pay monthly than if you pay annually.
Why is my motor or home insurance renewal price different to last year?
There are a number of reasons why your renewal price may have changed. These can include changes in your personal circumstances, claims history, market conditions, and updates to how insurers assess risk.
As one of the UK's largest insurers, we insure over 1 million home, and over 2 million car customers. This gives us a huge amount of knowledge and data, painting a detailed picture of what the risks are and how these change from year to year, and from area to area.
I didn’t make any changes, why is my motor or home insurance premium higher?
Prices don’t always change because of something you’ve done. For example, if there were more floods or storms in your postcode over the past year, that could have pushed your price up. There are also external factors – such as a changing claims market, more expensive repairs, severe weather and changes in law – that might mean your insurance costs more.
I got a quote from you online which is cheaper than my home or motor renewal price – is this still allowed? Isn't this an example of price walking?
No. Price walking is when renewal customers are charged more for the same product than they would pay as a new customer. Current regulations mean your renewal price must be the same as, or lower than, the price offered to a new customer for equivalent cover. This helps prevent price walking and ensures fairer pricing.
If there's a sizeable difference between your renewal price and the new customer quote price you received from us online, it's worth checking that your new quote includes all the same cover as your current policy. You must make sure any quote meets your needs. If you're already insured with us, you can review and make changes to your existing cover at any time.
There are other factors that could result in different prices. For example, on the day we calculate your renewal price, usually 30 days before your policy ends, we check it against the equivalent price for a new customer. If you get a new customer price at a later date, prices may have changed since the original calculation date.
AvivaPlus Renewal Price Guarantee
If you're an AvivaPlus customer, when you bought your policy it may have included a Renewal Price Guarantee, which meant the renewal price would be matched to the price we'd offer if you were a new customer.
Instead of the Renewal Price Guarantee, we're pleased that the industry rules, which came into force on 1 January 2022, will make sure that all home and car insurance customers' renewal prices will be the same as or lower than the equivalent price for a new customer, in a similar way to our AvivaPlus Renewal Price Guarantee.
Why have I found a better motor or home insurance price from you on a price comparison website?
It’s likely the policy you’ve seen isn’t exactly the same as yours. The product we offer directly may differ from the one available through price comparison websites — including things like cover levels, excesses, or optional extras. It’s always worth checking the details to make sure you’re comparing like for like.
Should I shop around for a better motor or home insurance quote from other providers?
You can always get a quote from other insurers. Just make sure you check that any quote meets your needs. If you're already insured with us, you can review and make changes to your existing cover at any time.