Make a critical illness*, terminal illness or total permanent disability claim

*Including children’s critical illness claims.

If you need to make a claim, we understand you may be going through a difficult and perhaps worrying time. So please rest assured that we’ll deal with the claim for you as quickly and smoothly as possible.

Here’s what you need to do to make a claim.

Step 1: Let us know you want to make a claim

There are three ways you can do this:

  • Call our UK-based claims team on 0800 015 1142 (from the UK) or +44 1603 202 500 (from overseas). We recommend making your claim by telephone because it’s the quickest way of getting your claim dealt with. (Our lines are open Monday to Friday 8.00am - 8.00pm, Saturday 8.30am – 5.00pm and Sundays 10.00am – 4.00pm. You can leave a message outside of these hours.)
  • Complete our online claim notification form.
  • Or write to us at: Aviva, Claims Assessment Team, PO Box 520, Norwich, NR1 3WG. Please note it may take longer to process your claim if you notify us by post due to the time it will take for your letter to reach us.

Don’t worry about having to know any medical terminology. The only things we need you to tell us are: 1) your name; 2) some very basic details about the condition; and 3) your life insurance policy number (if you have it).

Step 2: Completing the claim form

Unless you’d prefer to complete the claim form yourself, one of our claims assessors can speak to you at a time and day that suits you to complete it for you over the telephone. Doing it this way allows us to make sure we’ve got all the information we need from you. It also cuts down the time it takes to deal with claims.

If you’d rather complete the form yourself, we can post, fax or email one to you.

Before you call us, please have names and contact details ready for the GP and consultant of the person covered by the policy.

Step 3: That’s all – we’ll do the rest

Our claims team will contact your GP/consultant to get the necessary medical information. They’ll keep you updated on the rest of the process and let you know if we need any more information. Once we’ve agreed to pay your claim, we’ll make the payment within five working days by BACS or telegraphic transfer.

Please continue to pay your premiums until we’ve agreed to pay your claim. If, for any reason, we are not able to pay your claim, we’ll contact you to let you know why.

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