Support
What material is available to support you?
Pre Sales Enquiry
• Initial borrowing quote template (for advisers who would normally contact Aviva to quote on their behalf)
Application forms
New business and additional borrowing applications are available on our Adviser website for you to use with new customers
Post-Sale
If you have registered for our Adviser website, you can easily manage your customers’ existing equity release policies in one place to:
• Keep track of your clients’ transactions. See the amounts borrowed and owed, any voluntary payments that have been made, any early repayment charges, and how much is available in their cash reserve, if applicable.
• See all your clients’ policy information in one place, including statements.
How do I register for your Adviser website?
Click on the register link located in the top right-hand corner of your screen, give us your details and we’ll arrange access.
If you have forgotten your password, click on the login button at the top of your screen, select the forgotten password option and we will send a temporary password to your email account.
How can you contact us?
Equity Release Contacts and Opening Hours | |||
Pre Sales | New Business and Additional Borrowing quotes KFIs for New Business and Additional Borrowing Enquires about: · Lending criteria · Remote and physical valuation criteria · Product | equityreleasefapresales@aviva.com | Monday Friday 9.00am to 5:30pm |
New Business Submissions | Submitting New Business and Additional Borrowing applications | New Business – nbapps@aviva.com Additional Borrowing – erab@aviva.com | |
New Business Queries | Queries on applications already submitted and client offers | LPEQREN@aviva.com | 0800 206 2014 – Option 1 Monday - Friday 9.00am - 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 Monday - Friday 9.00am - 5:00pm |
Agency & Commission Enquiries | All queries related to agency codes and commission | acinfo@aviva.com | Monday - Friday 9.00am - 5:00pm |
What is Aviva’s approach to valuations?
For some time now we have successfully been running our Dual Valuations service with e.surv (our surveying partner) across the United Kingdom (excluding Northern Ireland).
Our approach gives flexibility by providing both physical valuations where it is safe to do so, as well as remote valuations being available where acceptance and lending criteria allows.
- Physical valuations are based on our full Lending Criteria
- Remote valuations are based on our Remote Valuation Lending Criteria and 10% reduction of the estimated property value for all initial and additional borrowing
For a physical inspection, the use of face coverings is strongly recommended, and it is important that the property is well ventilated. Further details of what to expect from e.surv before and during property inspections can be found here.
Offers on remote valuations may be subject to a full physical valuation of the property at a later date. We will inform you if we are contacting one of your customers. We won't charge the customer for this or change the customer's initial loan amount. However, we do reserve the right to suspend or reduce any cash reserve arrangement.
Where an application is received on a Remote Valuation basis, we continue to include a side letter as part of the offer. This is to ensure the customer is aware of our obligation to value the property at a later date and inform them building insurance cover must be in place and maintained.
What happens if there are lockdowns/restrictions imposed by the government?
We regularly review our stance on carrying out Physical Valuations with e.surv (our surveying partner) in line with RICS guidance and any Government lockdowns or restrictions, any updates will be made here.
What are the costs of valuations?
The cost of all initial loan and additional borrowing valuation fees are included in the interest rate of the quote for estimated property values of up to and including £5 million. A separate valuation fee will be payable on estimated property valuations from above £5m.
Information on remote valuations
When is a remote valuation allowed?
Initial borrowing
We can instruct remote valuations in England, Scotland and Wales
We are unable to instruct remote valuations in Northern Ireland. A link to our full Remote Valuation Lending Criteria can be found here.
Additional borrowing
We can instruct remote valuations in England, Scotland and Wales
We continue to be unable to lend using a remote valuation on policies with prefix CF, CL, CI, CD & LL
We have some restrictions for when a remote valuation is not suitable for additional borrowing on our Lifestyle Lump Sum Max and Lifestyle Flexible Option products:
- Initial loans that completed on a remote valuation will require additional borrowing to be completed with a physical valuation
- If the previous additional borrowing was taken using a remote valuation, then the next application for additional borrowing must be a physical valuation
- Cases, where the last additional borrowing was taken on a remote valuation basis, can be instructed on a physical revaluation, providing we have a full physical valuation on file
If following the surveyors’ risk assessment, a physical valuation is unsuitable we may consider a remote valuation depending on the circumstances.
Moving property
If a client wishes to port their mortgage, we will request a physical valuation where it is safe to do so in relation to the customer’s circumstances and the duty of care to the surveyor, however where this is not possible a remote valuation will be allowed subject to meeting our remote valuation lending criteria.
Why are you restricting the property value for remote valuations?
The limits of £750,000 outside the M25 and £1m inside have been imposed by our external valuers. They cannot use the remote valuation method beyond these limits as their professional indemnity insurers will not cover valuation reports above this level, where no physical inspection of the property has been carried out.
If the valuers are instructed on a property with a customer estimated value within the limits, but in the valuer’s professional opinion the value is higher, then a valuation report cannot be submitted.
Why is the remote valuation criteria different to physical valuations?
The scope of the valuation is limited without a physical inspection. We will therefore only lend against 90% of the property value provided by the remote valuation when we calculate the maximum loan and any reserve amount we can lend to the customer. For flats, we will apply 90% of the property value before applying our normal 85% flat rate.
Our quotes have been updated automatically to reduce the full property value to these percentages.
An example based on a male aged 75 with a £500k property living in York:
Pre-property value reduction: maximum loan under LFO: £185k, maximum reserve £92.5k (maximum reserve will reduce if initial loan is more than £92.5k).
Post-property value reduction: maximum loan under LFO: £166.5k, maximum reserve £83.25k (maximum reserve will reduce if initial loan is more than £83.25k).
What happens if I want to challenge the remote valuation?
Whilst we are offering remote valuations, we won’t be able to accept challenges to a valuation figure, re-examine cases which have been declined or reassess a decision which has already been made.
I have submitted a remote valuation application, which is declined, what will happen?
Where an application has been received for a remote valuation and is subsequently declined, we will provide you with a Personal Quote Summary or Key Facts Illustration on a physical valuation basis and ask you if you wish to proceed on this basis.
Where we can give you an indication if the application is suitable for a physical valuation we will do so. A link to our physical valuation Lending Criteria can be found here.
Can I change from a remote valuation to a physical valuation?
Yes, should the customer wish to proceed with a physical valuation please email:
LPEQREN@aviva.com for initial borrowing
ERAB@aviva.com for additional borrowing
We will issue a new Personal Quote Summary, cancel the physical valuation inspection and instruct a remote valuation.
Remote valuations are based on our Remote Valuation Lending Criteria and 10% reduction of the estimated property value for all initial and additional borrowing
Information on physical valuations
Physical instructions are available for properties in the United Kingdom where it is safe to do so, in relation to the customer's circumstances and the duty of care to the surveyor.
Are there any changes to the Physical Valuation Lending Criteria?
There are no changes to our previous Lending Criteria. A link to our Lending Criteria can be found here.
When is a physical valuation not allowed?
Physical valuations will be in line with the latest government and Royal Institution of Chartered Surveyors advice e.surv will not be able to instruct a physical valuation if any of the following apply:
- The customer or anyone living in the property is self-isolating due to COVID-19.
- If the customer's property is in a location where Physical Valuations are not permitted.
- The customer is uncomfortable for a valuation to be undertaken at this time.
The Surveyor may halt the inspection if they feel there is any risk, on completion of a risk assessment, when they arrive at the property.
Can I change from a physical valuation to a remote valuation?
Yes, should the customer wish to proceed with a remote valuation please email:
- LPEQREN@aviva.com for initial borrowing
- ERAB@aviva.com for additional borrowing
We will issue a new Personal Quote Summary, cancel the physical valuation inspection and instruct a remote valuation.
Physical valuations are based on our Lending Criteria
I have submitted a physical valuation, which is declined, what will happen?
If an application has been declined following a physical valuation, it will not be suitable for a remote valuation and will therefore regrettably be declined.
General
How do I use your applications with my customers?
New business and additional borrowing applications are available on our Adviser website for you to use with customers. Advisers are still required to sign to confirm the declaration has been accepted by your client.
With each application, you will need to:
- Read the borrower declaration to the borrower (or to each borrower if it is a joint application).
- Gain verbal consent that the borrower(s) agree to the statements contained within the declaration and to Aviva processing their application.
- Sign the application form (digital signatures are accepted) to confirm you have followed this process and obtained verbal consent from the customer to proceed.
- Provide a copy of the Power of Attorney document (where one exists).
Enhanced Applications & GP checks
Clients may qualify for an enhanced rate and/or enhanced loan to value (LTV) if they have certain medical conditions or lifestyle factors which affect their health and meet our criteria.
Clients will need to complete the medical consent and declaration when applying for an enhanced lifetime mortgage. The client must provide a signature on the declaration in order for us to obtain a GP report.
Additional property questions
Our application forms include property questions relating to roof, rainwater goods, damp, spray foam, cracking to external and internal walls, ceilings or concrete floors, and structural movement. The answers to these questions will support our underwriting decision and only need to be completed when a remote valuation is being requested
Our most up to date version of our application form should be used in all instances and is available on our Adviser website.
What is our stance on essential repairs?
Where the valuer identifies essential repairs, these will be reported on the valuation report. We will follow our current process for underwriting essential repairs, which is to contact you to discuss the repairs required and your client’s willingness to have these completed. We do understand that these are uncertain times due to the Coronavirus pandemic and the impact this may have an impact on your client’s current ability to carry out the repairs. We will continue to use our discretion, on a case by case basis, regarding the timescales to complete.