If you’re incapacitated and unable to work, we may be able to waive your insurance premiums if you have waiver of premium (also known as Premium Protection) included in your policy.
If you don’t know whether you have waiver of premium as part of your policy, please check your policy booklet or call us.
Please select the appropriate tab below to find out what you need to do to claim.
To make your claim
Firstly, we need you to 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.)
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.
When you get in touch, we’ll need to know: 1) when the person covered last worked; 2) what job they were doing at the time; 3) why they are (or were) unable to work; 4) if you know when they are likely to return to work (if they haven’t already).
What happens next?
We’ll send you a claim form for the person covered to complete and send back to us. When we receive it, we’ll write to the employer of the person covered (unless they’re self-employed or claiming on an ‘activities of daily living’ or ‘activities of daily working’ basis) and their doctor to confirm the information we’ve been given.
If your claim is successful, we’ll stop taking your insurance premiums and refund any that you’ve overpaid.
Have a question?
Browse our Life Cover FAQs
If you’re incapacitated and unable to work, we may be able to waive your insurance premiums. But we can only do that if you have a waiver of premium included in your policy. You might know it as Premium Protection.
Unsure if you have this? Please check your policy booklet or give us a call.
Choose one of the tabs below to find out what you’ll need when you make a claim.
If you were a Friends Life customer, you’ll need to provide us with the information below.
Waiving your insurance premiums
So that we can save you money on your insurance premiums, we’ll need the following details:
When you last worked
What job you were doing at the time
Why you are (or were) unable to work
When you’re likely to return to work – if you haven’t already
What happens next?
Once we’ve received your details, we’ll assign someone to your claim and they’ll get in touch. They’ll then send you some claims forms that you’ll need to complete and return to us.
After this, we’ll write to your doctor to confirm the information you’ve given us. We’ll also write to your employer – unless you’re self-employed or claiming on an ‘activities of daily living’ or ‘activities of daily working’ basis.
How to contact us
You’ll find the contact details for the original provider of your policy below.
Email:firstname.lastname@example.org Call:0345 266 2870Fax:0345 600 0624Mail: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.