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 

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.


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.


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.


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