Privacy policy

Aviva is committed to protecting your and your family’s personal information.

This Privacy Policy relates to our use of any personal information we collect from you via the following online services:

  • Any Aviva website that links to this Policy (“Websites”);
  • Social media or Aviva content on other websites;
  • Mobile device and TV applications (“Apps”);

It also relates to our use of any personal information we collect through other means, such as email, in person or other third party sources.

Aviva

This Privacy Policy is issued by the Aviva Group of Companies (collectively referred to as “Aviva”, “we”, “us” and “our” in this Privacy Policy) that operate in the United Kingdom.

Our Approach to Privacy

The privacy and security of your personal information is very important to us. We want to assure you that your information will be properly managed and protected whilst in our hands.

The information we collect and how we collect it

Information you provide to Aviva

We may receive personal information about you, when you contact Aviva for example by doing any of the following:

  • Requesting or obtaining a quote
  • Purchasing an Aviva product from us or from one or our partners
  • Using the Websites and Apps
  • Entering Aviva competitions
  • Using live chat
  • Taking part in Aviva Community Fund
  • Creating a MyAviva account
  • Telephoning, texting, writing by post or email, or communicating via online channels, such as online chat, to Aviva

This information may include:

  • Basic personal details such as your name, address, e-mail address, telephone number, date of birth or age, gender, marital status
  • Additional information about your lifestyle and insurance requirements, such as details of your car, your home, your household, your health, or your travel arrangements
  • Information about your other policies, such as claims history, quotes history, additional pensions held, payment history, claims data
  • Sensitive personal information such as health information (for example alcohol consumed, recreational drug use, tobacco use, current state of health, existing conditions, family or personal history in relation to some conditions) or disclosures about previous unspent criminal convictions. We will always be clear to explain when and why we need this information and the purposes for which we will use it and will obtain your explicit consent to use sensitive personal information
  • Information about your employment, including salary
  • National Insurance Number and
  • Your marketing preferences

Your car: we may collect vehicle registration details and data about your car from publicly available sources.

For more information about data use related to your motor insurance please click below.

Motor

We may use your information to allow us to detect and prevent fraudulent applications and claims. For details relating to information held about you on the Claims Underwriting and Exchange Register and Motor Insurance Anti-Fraud and Theft Register please visit www.insurancedatabases.co.uk.

For details relating to information held about you by the Driver and Vehicle Licensing Agency (DVLA) please visit www.dvla.gov.uk.

Information about your insurance policy will be added to the Motor Insurance Database (MID) managed by the Motor Insurers’ Bureau (MIB). MID and the data stored on it may be used by certain statutory and/or authorised bodies including the police, the DVlA, the DVLNI, the Insurance Fraud Bureau and other bodies permitted by law. This information may be used for purposes permitted by law, which include but are not limited to:

  • Electronic Licensing
  • Continuous insurance enforcement
  • Law enforcement (prevention, detection, apprehension and/or prosecution of offenders)
  • The provision of government services and/or other services aimed at reducing the level and incidence of uninsured driving.

If you are involved in a road traffic accident (either in the UK, the European Economic Area or certain other territories), insurers and/or the MIB may search the MID to obtain relevant information.

Persons (including his or her appointed representative) pursuing a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID. It is vital that the MID holds your current registration number. If it is incorrectly shown on the MID you are at risk of having your vehicle seized by the police.

You can check that your current registration number details are shown on the MID at www.askmid.com.

Information which is supplied to fraud prevention agencies and databases such a IDLS and MID can include details such as your name, address and date of birth together with details of any injury arising from a claim.

Your data may be supplied to databases in order to facilitate automatic no claim discount validation checks.

Under your policy you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. When you tell us about an incident, we will pass information relating to it to the fraud prevention agencies and databases such as IDSL.

How we will use your data – Driving Licence Number

Insurance underwriting purposes i.e. to examine the potential risk in relation to your (and/or a third party’s) prospective policy so that we can:

  • Provide your (or any person included on the proposal) Driving Licence Number (DLN) to the DVLA to confirm your (or the relevant person included on the proposal) licence status, entitlement and relevant restriction information and endorsement/conviction data. Searches may be carried out prior to the date of the insurance policy and at any point throughout the duration of your insurance policy and at any point throughout the duration of your insurance policy including at the mid-term adjustment and renewal stage. A search of the DLN with the DVLA should not show a footprint against your (or another relevant person included on the proposal) driving licence.
  • Searches may be carried out at point of quote and if an insurance policy is incepted at renewal stage.

Please note that if you give us false or inaccurate information it may invalidate your insurance policy/prospective insurance policy or it could affect the amount we pay to settle any claims you make under the policy.

Fraud prevention and detection

In order to prevent and detect fraud we may at any time:

  • undertake searches against your (or any person included on the proposal) DLN against details held by the DVLA to confirm your licence status, entitlement and relevant restriction information and endorsement/conviction data. This helps insurers check information to prevent fraud and reduce incidences of negligent misrepresentation and non-disclosure. A search of the DLN with the DVLA should not show a footprint against your (or another relevant person included on the proposal) driving licence;
  • Share information about you with other organisations and public bodies
  • undertake credit searches and additional fraud searches;
  • check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

We can supply on request further details of the agencies and databases we access or contribute to and how this information may be used. If you require further details contact us at Policy Investigation Unit, Aviva, Cruan Business Centre, Westerhill Business Park, 123 Westerhill Road, Bishopbriggs, Glasgow G64 2QR. Telephone 0345 300 0597. Email: PIUUKDI@AVIVA.COM.

We and other organisations may also search these agencies and databases to:

  • help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
  • trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
  • check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.
  • Under the conditions of your policy you must tell us about any insurance related incidents (such as fire, water damage, theft or an accident) whether or not they give rise to a claim. When you tell us about an incident we will pass information relating to it to the fraud prevention agencies and databases such as IDSL.

You can ask for more information about this. If you require such information, please contact Aviva Insurance Limited

  • We may search these databases when you apply for insurance, in the event of any incident or claim, or at time of renewal to validate your claims history or that of any other person or property likely to be involved in the policy or claim.

You should show these notices to anyone insured to drive the vehicle(s) covered under the policy.

How your data is used and shared by Insurers and Databases in relation to motor insurance

The data you provide will be used by us and shared with other insurers as well as certain statutory and other authorised bodies for:

  • Insurance underwriting purposes i.e. to examine the potential risk in relation to your (and/or a third party’s) prospective policy so that we can:
    • Consider whether to accept the relevant risk;
    • Make decisions about the provision and administration of insurance and related services for you (and members of your household);
    • Validate your (or any person or property likely to be involved in the policy or claim) claims history (at any time including upon application for insurance, in the event of an accident or a claim, or at a time of renewal).
  • Management Information purposes. To analyse insurance and other markets for the purposes of:
    • Portfolio assessment;
    • Risk assessment;
    • Performance reporting;
    • Management reporting
  • Anti-fraud purposes. To detect and prevent fraudulent claims and/or activities by:
    • Sharing information and you with other organisations and public bodies including the police;
    • Tracing debtors or beneficiaries, recovering debt, managing your accounts and/or insurance policies;
    • Undertaking fraud searches. Insurers pass information to fraud prevention agencies and databases including the Claims Underwriting and Exchange Register and where appropriate the Motor Insurance anti-Fraud and Theft Register by Insurance Database Services Limited (IDSL). This helps insurers check information and prevent fraudulent claims. When we deal with your request for insurance we may search these registers.
  • Compliance with legal obligations and responsibilities.
  • Claims management – In the event of a claim we may need to disclose information with any other party involved in that claim such as third parties involved in the incident, their insurer, solicitor or representative and medical teams, the police or other investigators. We also may have to investigate your claims and conviction history.
  • Complaints management – If you make a complaint about the service we have provided, we may be obliged to forward details about your complaints, including your personal information, to the relevant ombudsman.

Your home: we may collect information about your home from you and from publicly available sources, our trusted third parties and from information already held by Aviva about your home.

Your pension: we may collect pension scheme names, pension scheme numbers, fund/investment details, tax information, NI number, salary, occupation, and information on other savings.

Personal information about others

We may collect information about other members of your household or family, for example, family members who may drive your car or who may be included on a travel or health insurance policy or on whose life you take out a life insurance policy.

If you give us information about another person it is your responsibility to ensure and confirm that:

  • you have told the individual who Aviva is and how we use personal information, as set out in this Privacy Policy; and
  • you have permission from the individual to provide that personal information (including any sensitive personal data) to us and for us to process it, as set out in this Privacy Policy.
Information collected from your use of our Websites or Apps.

Information we collect through Cookies and similar technologies

We collect information through “Cookies” and other similar technologies (e.g. pixel tags or links), to remember you when you visit the Websites and Apps and so we can improve your online experience to suit your needs. These help us understand how you and others use our Websites and Apps, view our products and respond to our advertising, so we can tailor direct marketing and enhance our overall product and service offering. This also saves you from re-inputting information when you return to the Websites or Apps.

When you receive direct marketing from us via email, we may use technology e.g. pixel tags or links to determine your use of and interest in our direct marketing.

When you visit one of our websites or Apps, we may record your device information including hardware and software used, general location, when and how you interact with our websites and Apps and your registration and log-in activity when you use our online platforms, such as MyAviva. This information is retained and used to note your interest in our Websites and Apps, improve customer use experience, determine pricing and/or offer you available discounts.

To find out more about Cookies and related technologies please read our separate Cookie Policy.

We collect and use technical data and related information, including but not limited to technical information about device, system and application software, and peripherals, that is gathered periodically to facilitate the provision of software updates, App support and other services related to the App.

We may collect data specific to particular Apps you use such as:

Aviva Drive: journey data including location data.

Biometric data: to verify your identity.

Find out more about specific Apps here.

Aviva Drive

The information that we collect via Your iPad or iPhone may include:-

  • Any personal details that You type in and submit such as Your name, email address, date of birth, registration number and other information.
  • Individual journey data, including location data, for each individual journey that you record on the Aviva Drive App. This data will be used to provide You with Your Aviva Drive quotation and to provide You with Your individual driver feedback.
  • Any data provided to Aviva will not affect Your ability to make a claim on Your policy.

We use ‘cookies’ to collect data. Cookies are text-only strings of information that are stored on Your device or web browser. You have the ability to accept or decline cookies by modifying the settings in your web browser. If from time to time You are required to agree to Our use of cookies to collect this data, We will provide You with the option on the Aviva Drive App to opt in prior to our use of cookies in relation to You. However, You may not be able to use all of the interactive facilities of our Aviva Drive App if cookies are disabled.

Information collected from your use of third party websites, apps or technology

When you use smart and connected devices, we may collect data about the type of device you use and in some cases, data from third party apps that you use. See more information about this in our cookie policy.

Sometimes you may be able to sign-in to an Aviva app or service via a third- party service, such as Facebook. If you choose to sign-in via a third party app, you will be presented with a dialog box the first time you do this, which will ask your permission to allow Aviva to access your personal information (e.g. your full name, date of birth, email address and any other information you have made publicly accessible).

We and our third party service providers may serve targeted advertisements through the use of first-party or third-party cookies, pixels and web beacons when you visit third party websites. We may also collect information about your use of other websites. We do this to provide you with advertising that we believe may be relevant for you as well as improve our own products and services, including the functionality and performance of our Websites and Apps. To learn more about opting out of certain types of targeted advertising, please see our Cookies Policy.

Online channels

We may use and share information from or with online sources, such as websites, social media and information sharing platforms. This information may be used to help tailor and improve our services and communicate with you effectively, as we know many of our customers use a range of media channels.

Where we use or share information from or with these sources, we will respect any permissions you have set about how you would like your information to be used.

We recommend you routinely review the privacy notices and preference settings that are available to you on any social media platforms as well as your preferences within the Profile section of MyAviva.

Information collected from third parties

We use information about you or the property we insure for you, from publicly available sources such as:

  • Electoral roll
  • British Geological Survey

We also obtain information about you from credit reference agencies and similar third parties. For more information please click below.

Credit searches and use of Third Party information

To ensure we have the necessary facts to assess your insurance risk, verify your identity, to help prevent fraud and to provide you with our best premium and payment options, we may obtain information relating to you from third parties at quotation and renewal and in certain circumstances where policy amendments are requested. This information may include a quotation search from a credit reference agency which will appear on your credit report and will be visible to other credit providers. It will be clear that this is a quotation rather than a credit application by you to pay by monthly instalments.

We are a responsible provider of credit which is regulated by the Consumer Credit Act and we take these responsibilities seriously to ensure our customers are able to meet their monthly instalment commitments. Where you agree to pay monthly under an Aviva credit agreement, the status of your quotation search from our credit reference agency will be updated to reflect your credit application and this will be visible to other credit providers. Credit reference agencies may keep a record of the search. We may also pass to credit reference agencies information we hold about you and your payment record. The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors.

We may obtain information about you from medical professionals, or your employer. We will always seek your permission to contact these people for your information.

We may obtain information about you from our third party suppliers and other third party databases, such as commercial property sites, government sites for marketing insights, pricing research, product development, business strategy and to detect and prevent fraudulent activity.

How we use information to help you

We may use information to:

  • Administer quotes and policies, including to:
    • improve your experience by reducing the number of questions we need to ask you
    • assess your application for a product, service or quote,
    • understand your risk so as to offer you our best price
    • verify your identity and carry out anti-fraud checks,
    • provide you with premium and payment options,
    • check that you can afford a credit agreement
    • administer your policy including updating you on and delivering our services. Please click below for more information.

      Insurance Administration

      Your information may be used for the purposes of insurance administration by the insurer, its associated companies and agents and by re-insurers. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer’s compliance with any regulatory rules/codes. Your information may also by used for offering renewal, research and statistical purposes and crime prevention.

      If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and for us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for, as set out in this notice.

      In assessing your application or at renewal, the insurer or its agents may undertake checks against publicly available information (such as electoral roll, county court judgements, bankruptcy orders or repossessions). Similar checks may be made in assessing any claims made.

      Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).

    • handle claims
    • deal with complaints
    • reconnect with you if you move house or change employer.
  • Identify which products may be of interest to you and provide you with information about those products.
  • Provide you with tailored offers.
  • Offer enhanced services where we believe this would be helpful or of interest e.g. counselling service, MOT reminders.

How we use information to improve our products, prices, offers and customer experience for all

We may also use your information for research or statistical purposes, including to analyse how people use our Websites, view our products, respond to our advertising and to improve our understanding of what customers need.

We may use your information for training purposes, to improve our services and their delivery, for example by recording telephone calls.

How we use and share your information within the Aviva Group

We may share and aggregate information about you from across the Aviva Group, including personal information held within the Aviva Group relating to other policies held with us, quotes or claims details and depending on your preferences, we may use this information to:

  • help us identify products and services that may be of interest to you, to tailor and package our products and services;
  • to determine pricing and/or offer available discounts; and
  • Conduct customer research and develop marketing campaigns.

If you request a quote, or purchase a product or service from us, your personal information will be used and shared within the Aviva Group for the purposes of administration (including underwriting, determining premiums, managing claims and offering renewals). We will use your information to communicate with you about your quote, product or service, including improvements we make to the ways you can access your information.

We may, as a matter of law, and without requiring notice or consent, use your information for crime and fraud prevention, systems administration within the Aviva Group and to monitor and/or enforce Aviva's compliance with any regulatory rules and codes.

How we share your information outside of the Aviva Group

If you request a quote, or purchase a product or service, your personal information may be shared with and processed by our associated companies, introducers, intermediaries, reinsurers and agents, as well as the policy holder (for a corporate policy) and your broker or agent for the purposes of administration, including third parties providing services to them, (as detailed above).

Your information may be disclosed when we believe in good faith that the disclosure is:

  • required by law;
  • to protect the safety of our employees, the public or Aviva property;
  • required to comply with a judicial proceeding, court order or legal process; or
  • in the event of a merger, asset sale, or other related transaction; or
  • for the prevention or detection of crime (including fraud).

We may share your information with regulatory bodies in the UK or if applicable, overseas, as well as with other insurance companies (directly or via shared databases) to prevent and detect fraud. Please click below for more information.

Fraud Prevention and Detection

In order to prevent and detect fraud we may at any time:

  • share information about you with other organisations and public bodies including the Police;
  • undertake credit searches and additional fraud searches;
  • check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this to prevent fraud and money laundering.

We can supply on request further details of the agencies and databases we access or contribute to and how this information may be used. If you require further details contact us at: Policy Investigation Unit, Aviva, Cruan Business Centre, Westerhill Business Park, 123 Westerhill Road, Bishopbriggs, Glasgow G64 2QR. Telephone 0345 300 0597. Email: PIUUKDI@AVIVA.COM

We and other organisations may also search these agencies and databases to:

  • help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
  • trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
  • check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
  • check details of job applicants and employees.

We may disclose your information to third party suppliers or service providers to conduct our business, for example, to help administer your policy, to help us manage and store data, provide data analytics, conduct market research and to communicate with you effectively. This may include any online or digital partners we work with, so we, or our online or digital partners on our behalf, can communicate with you through their platforms.

In addition, unless you opt out of receiving direct marketing, we may share your information with third parties who help run our marketing campaigns.

Data transfer and consent

Your information may be transferred by any Aviva Group company to any country, including countries outside of the European Economic Area (EEA), for processing, storage, administration or any other use stated in this policy. The purposes and processing associated with any such transfer will comply with all applicable data protection regulations, including the UK Data Protection Act, and with our obligation to adequately protect and secure your personal information. Where required under applicable laws we will take measures to ensure that personal information handled in other countries will receive at least the same level of protection as it is given in the EEA.

By providing your personal information to Aviva you consent to the transfer of your information as described above.

Security

We are committed to protecting the confidentiality and security of the information that you provide to us and we put in place appropriate technical, physical and organisational security measures to protect against any unauthorised access or damage to, or disclosure or loss of, your information.

You should also be aware that communications over the internet, such as e-mails, are not secure unless they have been encrypted. The Websites may contain links to other Aviva Group and other third party websites. These other websites will be subject to their own privacy policies which may differ from this Privacy Policy. You should carefully read the privacy policies of these websites before submitting any personal information.

Managing your marketing preferences

We may:

  • provide you with updates and offers for Aviva’s products and services via marketing tailored to you, whether on MyAviva, through online digital services (e.g. online advertising, social media communications), or by direct marketing (e.g. phone, e-mail, text, post); and
  • use information we hold about you from across the Aviva Group to help us identify, tailor and package our products and services, determine pricing and offer discounts that may be of interest to you.

We will always give you the opportunity to ‘opt out’ of direct marketing when you complete a registration with us, request an online quote, purchase a product or service online or receive any email, text or other direct marketing communication.

You can change your marketing preferences at any other time by contacting us on the details given below in the 'Update your information or change your marketing preferences' section.

If you are logged in to MyAviva, we would like to provide you with customised quotes and offers. If you would rather not see these offers, you can change your preference at any time within the Profile section of MyAviva. If you choose to opt out of this type of tailored marketing, you will still see general marketing offers on MyAviva but will not see any offers that use your personal information.

We will not use sensitive personal details (such as information relating to your health record or any criminal issues) in order to provide you with marketing, discounts or pricing unless you have given your explicit consent to allow us to use this information for these purposes.

Update your information or change your marketing preferences

Please let us know if your information changes as it is important that the information we hold about you is accurate and up to date.

You can ask us to update or correct your personal information or opt out of Aviva’s use of your information for direct marketing purposes by contacting us using any of the following methods:

By Phone: 01603 622200 or +44 1603 604999 (from abroad)

By email: helpdesk@aviva.co.uk

By post:
To change your marketing preferences:

Aviva
Freepost
Mailing Exclusion Team
Unit 5,
Wanlip Road Ind Est,
Syston,
Leicester,
LE7 1PD

To update your personal information:

Aviva, PO Box 4, Surrey Street, Norwich, NR1 3NG

You can also choose whether you wish to see tailored offers within MyAviva by changing your preferences within your Profile on MyAviva. You also have choices when it comes to online advertising - see our Cookie Policy and http://www.youronlinechoices.com/uk/ which explains how you can control cookies and online advertising preferences.

How to find out what information we hold about you

You have the right to request a copy of all the personal information we hold about you in a Subject Access Request. To do this, simply write to us at the address below (see How to Contact us) enclosing a cheque for £10.00 payable to Aviva to cover our administrative costs in dealing with your request. We will take all reasonable steps to confirm your identity before providing you with details of any personal information we may hold about you.

Changes to this Privacy Policy

We may amend this Privacy Policy from time to time for example, to keep it up to date or to comply with legal requirements. You should regularly check this Privacy Policy for updates. If there will be any significant changes made to the use of your personal information in a manner different from that stated at the time of collection, we will notify you by posting a notice on our Website.

How to contact us

For any questions or concerns relating to this Privacy Policy or our data protection practices, or to make a subject access request, please contact us at:

The Data Protection Team
Aviva
Pitheavlis
Perth
PH2 0NH
Email Address: DATAPRT@aviva.com

Back to top