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.

Please select the appropriate tab below to find out what you need to do to claim.


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 - 6.00pm and Saturday 8.00am – 2.00pm. 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.

Ask us

Have a question?

Browse our Life Cover FAQs

FAQ Categories

Ex-Friends Life

If you were a Friends Life customer, you’ll need to provide us with the information below.

Critical illness cover claim

To make a critical illness cover claim, we’ll need the following details:

  • Policy number
  • Claimant’s name
  • Contact name (if different)
  • Contact address
  • Daytime phone number
  • Evening phone number
  • Date of illness
  • Nature of illness.

We’ll need you to complete the claim form. We may also need to contact your doctor(s) for more information.

Once we’ve received everything, we’ll assess your claim as soon as possible. Just so you’re aware, some claims can take longer than others depending on the amount of information we need – and how long it takes to arrive.

We’ll keep you up-to-date with the progress of your claim at all times

How to contact us

Youʼll find the contact details for the original provider of your policy below.

Friends Provident

Call: 0345 266 2870
Fax: 0345 600 0624
Mail: Aviva
Critical Illness Claims Team
PO BOX 1550

Bupa Health Insurance or Friends Life

Your policy number will begin with the letter R, H, F or L.


Call: 0345 641 6610


Please use the contact details provided on the Contact Us page.

AXA Sunlife Direct

Call: 0345 366 1645


Call: 0345 304 1401

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