Coronavirus: your Lifetime Care questions answered

Coronavirus is having a huge impact on all our lives.  As we’re reacting and adapting to our changing circumstances, we’re continuing to work hard to offer you the best service we can while looking after our people and customers.

As we shared last week, we’re taking measures to keep our people and customers safe and protecting our environment, please see our business update article for more details

Thank you for your patience and understanding in these exceptional circumstances.

Further information can be found in our FAQ’s below to support you during this time and will be updated with our latest information.

What plans do we have in place to manage and maintain our service with advisers?

We have robust business continuity plans in place to ensure we maintain operational status.

As we’re reacting and adapting to our changing circumstances, we’re continuing to work hard to offer you the best service we can while looking after our people and customers.

It’s an incredibly busy time and we’re doing our best to handle your queries; however, you may have to wait longer than normal. We are dealing with pre-sales, new and existing business enquiries via email and telephone lines are temporarily closed.

Please email all enquiries to:

Presales - ltc@aviva.com

New and existing business - lifetimecare@aviva.com

To support with quote requests you can continue to use the quotation form available here.

Please complete all details as far as possible, including an email address for the GP and Care Home if you have these. Providing as much information as possible will support us and allow us to minimise the need for us to place additional workload on already stretched GPs and care homes. 

Given the pressure on GPs and Care Homes, are there any changes to processes?

No, however as you would expect the responses from GPs and Care Homes are taking longer than normal and as a result you may see slower response times which will continue to be monitored. Providing as much information as possible, including an email address for the GP and Care Home if you have these, will support us and allow us to minimise the need for us to place additional workload on already stretched GPs and care homes. 

How will we communicate any change of service or process to you?

All the latest information will be made available via the Aviva for Advisers website and where relevant we will contact you directly.

We are continuously monitoring the situation, taking advice from the World Health Organisation (WHO)and fully adhering to guidance from Public Health England and recommend you keep checking Aviva for Advisers for the latest position.