Our support contact information
Contacts for equity release queries
Here's some examples of what you can do online by logging into our Adviser website
- Get a quote, generate an illustration (KFI)
- Submit an application
- Track an application through to completion
- Keep track of valuations
There’s plenty of information online to help you, so that should always be your first port of call. However, not everything is online, so there will be times when you need to contact one of our teams for information.
We’ve put together a contact matrix to help you reach the right team the first time. You’ll find details of each team’s area of expertise, plus email addresses, phone numbers and opening hours below:
| Contact team | Type of query | Contact by email | Contact by phone |
| Equity release Support Advisers | Enquiries about: - Property, product and lending criteria - Pre application vetting for flats and masionettes - Large loans - Additional borrowing releases (policy numbers prefixed by LF, LM, LL, CD, CF, CL) - Physical valuation criteria. | equityreleasefapresales@aviva.com | 0800 015 4909 Monday to Friday 9:00am to 5:30pm |
| Equity release Account Managers | Business development . Trading and special deal enquiries. Product technical queries, including large loan enquiries. | Individual Account Manager emails | |
| New business initial borrowing or rebroke application queries | For any queries related to new business initial borrowing or rebroke applications already submitted using either an offline application form or through the online system.. | New business initial borrowing - LPEQREN@aviva.com
| 0800 206 2014 Option 2 (new business) Monday to Friday 09:00am to 5:00pm
|
| Additional borrowing | Additional borrowing quotes if the policy number is prefixed by the letters ER Additional borrowing application queries for all policy number ranges. | erab@aviva.com | 0800 206 2014 Option 2 followed by Option 6 (additional borrowing) Monday to Friday 9:00am to 5:00pm |
| Existing business | Enquiries about: - Existing business - Redemption statements - Reserve drawdown - Change in customer circumstances - Moving home - LOA. | ercicdirect@aviva.com | 0800 206 2014 - Option 1 for Existing Business followed by 1. for drawdown queries 2. for loan risk management 3. for redemption queries 4. for VPR queries 5. for moving property queries 6. for additional borrowing 7. for any other queries Monday to Friday 9:00am to 5:00pm |
| Ecommerce service desk | Access to our Adviser website - Registration queries - Forgotten online account number (OAN) - Forgotten password. | ECSD@aviva.com | 0800 056 4607 |
| Agency and commission enquiries | All queries related to registering for an Online Account Number, agency codes and commission. | acinfo@aviva.com | 0800 015 0967 Monday - Friday 9:00am to 5:00pm |
For more support have a look at the articles on our Digital Hub