AIG Life's Protection business update

We reviewed the core AIG Life propositions and there were a lot of similarities with the core Aviva propositions. As such, we took the step of closing AIG Life UK propositions to new quotes from 23.59 on 15th August 2024 for most firms.

Aviva has a full suite of individual protection products which most advisers are familiar with which cover the same needs and target markets. We remain fully committed to understanding what additional learnings we use to further strengthen the Aviva proposition across the next stages of integration.

For some high-net-worth specialists, AIG Life's propositions are available through its high-net-worth/Premier service so that unique AIG Life features that support these customers can still be accessed.

For partners, AIG Life products will remain available as per contractual agreements.We reviewed the core AIG Life propositions and there were a lot of similarities with the core Aviva propositions. As such, we took the step of closing AIG Life UK propositions to new quotes from 23.59 on 15th August 2024 for most firms.

Aviva has a full suite of individual protection products which most advisers are familiar with which cover the same needs and target markets. We remain fully committed to understanding what additional learnings we use to further strengthen the Aviva proposition across the next stages of integration.

For some high-net-worth specialists, AIG Life's propositions are available through its high-net-worth/Premier service so that unique AIG Life features that support these customers can still be accessed.

For partners, AIG Life products will remain available as per contractual agreements.

Aviva has a full suite of individual protection products which most advisers are familiar with which cover the same needs and target markets. Find out more here.

If there’s a specific feature not available on Aviva’s products please let your usual Aviva contact know. The Aviva proposition is always evolving and we love to hear your feedback and ideas.

This varies by distributor. For most intermediaries, all AIG Life products have closed to new quotes from 23.59 on 15th August 2024. For some high-net-worth specialists, products will remain open so that unique AIG Life features can still be accessed. For partners, AIG Life products remain available as per contractual arrangements.

You would need to requote and complete a new Aviva application online via the Aviva new business process. Adviser login

All quotes have now expired unless we have confirmed you are exempt.

For some high-net-worth specialists, AIG Life's propositions are available through its high-net-worth/Premier service, and for partners, AIG Life products will remain available as per contractual agreements. Pipeline remains open in these specific instances.

Pipeline management continues as normal. Updates will be available through the AIG adviser portal and via email from the usual mailbox, all coming from AIG Life. For most firms the last date for applications to be placed on risk will be 23.59 on 15th February 2025.

Pipeline will not be impacted at all by our rebrand on 17th February 2025. For some high net worth specialists and partners who still have access to the AIG Life UK propositions, updates via the portal and email will still be available but the URL and email address will be changing on 17th February 2025. The new adviser portal will then be accessed through www.protection.aviva.com/login . You'll also need to let your pipeline clients know that they might start the journey with AIG Life branding and finish the journey with Aviva branding. The products aren't changing though - they'll just look a little different.

For clients with AIG Life policies, their policies will stay the same. The rebrand to Aviva Protection UK on 17th February doesn’t change the entity that holds the policies – it's just a name change (AIG Life Limited to Aviva Protection UK Limited). But there’s a few things worth mentioning:

1. The name on their direct debit will change to Aviva – the good news is there’s no action needed

2. Any correspondence from 17th February will be Aviva branded

3. All @aiglife.co.uk emails will be replaced with new @protection.aviva.com emails. AIG Life emails will be redirected for a seven week period (from 17th February), but you should use the new Aviva emails to avoid delays

4. Webpages will change too – from  www.aiglife.co.uk to www.protection.aviva.com - any bookmarks your clients have saved will need updating. The AIG Life webpages will redirect to the new Aviva Protection UK webpages for a short while (seven weeks from the 17th February too)

5. If any of your clients are being paid an ongoing claim, the name on their bank statement will change to Aviva Protection UK Limited

6. All AIG Life policy holders will continue to have access to AIG Smart Health*. It’s just being rebranded to Aviva Smart Health. Customers that use Android phones will need to download the new Aviva Smart Health app from 17th February 2025. Apple users will just need to update the app and can continue using Smart Health like normal. The new website will be: www.smarthealth.aviva.com

*AIG Smart Health is a non contractual benefit that can be changed or withdrawn in the future.

Commission will continue to be paid at its current rate as long as it's due.

From 17th February 2025 column headings in commission statements that currently include AIG will change to Aviva Protection UK Limited.

Please visit AIG Life’s website for more information about their available products - www.aiglife.co.uk/advisers. From 17th February 2025 the website will be www.protection.aviva.com/advisers

All contractual benefits, including the ability for AIG Life customers to exercise their contractual flexible benefit options on their policies, will remain for the duration of the policy.

Access to AIG Smart Health* for AIG Life customers remains unchanged. Customers continue to access the service as they do now using their AIG Life policy number. From 17th February 2025 Smart Health will be rebranded as Aviva Smart Health. Customers that use Android phones will need to download the new Aviva Smart Health app and Apple users will need to update their existing app. The new Aviva Smart Health website will be: www.smarthealth.aviva.com

This includes customers who have an AIG Life policy through one of our partners.

*AIG Smart Health is a non-contractual benefit that could be changed or withdrawn in the future.

Existing customers can be assured that there are no changes to their policies or benefits.

There will be no changes in process or communications. You will continue to receive notifications through the current process. From 17th February 2025 you will notice that correspondence comes from an @protection.aviva.com email address to reflect our rebrand.

Transaction details that your clients see on their current direct debit will remain the same until 17th February 2025. From this point the name on their direct debit will change to Aviva. Customers will not need to take any action.

Yes. Access to AIG Smart Health* for AIG Life customers remains unchanged. Customers continue to access the service as they do now using their AIG Life policy number. From 17th February 2025 Smart Health will be rebranded as Aviva Smart Health. Customers that use Android phones will need to download the new Aviva Smart Health app and Apple users will need to update their existing app. The new Aviva Smart Health website will be: www.smarthealth.aviva.com

This includes customers who have an AIG Life policy through one of our partners and group scheme members.

*AIG Smart Health is a non-contractual benefit that could be changed or withdrawn in the future.

Yes. Where AIG Life products are remaining open to some distributors, new customers will continue to get access to AIG Smart Health*

* AIG Smart Health is a non-contractual benefit that could be changed or withdrawn in the future.

No, the AIG Life products previously available on Underwrite Me have now closed to new quotes as of 23.59 on 15th August 2024.

Please contact AIG Life's Customer Services team on 0345 600 6820.

Please contact AIG Life's Customer Services team on 0345 600 6820.

Please contact AIG Life's Customer Services team on 0345 600 6820.

Please contact AIG Life's Customer Services team on 0345 600 6820.

AIG Life is no longer accepting any new agency requests.

You can find out how to request an Aviva agency and get access to our adviser website here.

Aviva would need to assess each relationship on its own merits rather than adopt an existing AIG Life position.  If you have previously applied for an agency with Aviva, please contact credit.control@aviva.com to discuss options.  For first time applications with Aviva, please visit our getting started web page for further details.

If you do not currently hold an active relationship with Aviva to place new business but have existing AIG Life policies to service then this would continue as currently.

No, you can reassure customers that they have a contractual policy in place and it will be fulfilled.

We are not directly communicating with customers about the rebrand at this stage. This update is for intermediaries. There are no changes for existing customers until 17th February 2025.

We'll be getting in touch with customers in January 2025 to let them know of the upcoming changes. 

Product oversight and governance will remain and fair value assessments for all current AIG Life products will continue to be made available, updated on an annual basis and published on our website.

Nothing changes today and there will be no change to the complaints process. Some points of contact may change as part of bringing the businesses together, and we’ll let you know of any changes as soon as we can.

There are no changes to AIG Life policies or benefits for existing customers.

Yes, servicing of existing business will continue as usual. Any necessary changes will be communicated promptly.

There are no changes to existing customers' policies or benefits.

There is no impact on existing insured schemes. They will continue to be insured and administered by AIG Life, who will also conduct rate reviews, issue scheme accounts, collect premiums, complete individual assessments and pay claims.

Although we closed to new business earlier this year, this doesn’t mean we’re closed full stop. For your clients’ that currently have an AIG Life policy, you’ll still be able to recommend your clients renew this at their next rate review. This will still be the case after we rebrand on 17th February 2025 – the product will just be in Aviva branding.

We’re still aiming to retain the policy and are open to feedback if you find more competitive terms somewhere else.

AIG Life’s online system will remain open indefinitely to allow advisers to refresh data for accounts, access documents and conduct rate reviews.

The new business section of the online system will be closed from 16th November 2024. You will no longer be able to produce, revise or accept online new business quotes.

From 17th February 2025 the AIG Life online system will be rebranded to Aviva.

For schemes with 3-250 lives please use the online portal, Aviva Group Protection online (AGPOL).

If you don’t already have an account, you can register here

For terms over 250 lives please send your request to: groupprotectionquotes@aviva.com

All new business quotes have an expiry date on or before 15th November and therefore no new business can be placed on-risk moving forwards.

Rate review quotations issued by AIG Life will remain valid.

No. All new business quotes have an expiry date on or before 15th November and therefore no new business can be placed on-risk moving forwards.

Yes, you will continue to be paid your commission for as long as due.

You don't need to move any existing scheme from AIG at rate review or renewal. For your clients that currently have an AIG Life policy, you'll still be able to recommend your clients renew this at their next rate review - the product will just be Aviva branded. However, if you or your client would prefer to move to the Aviva proposition or process please let us know and we'll provide an Aviva new business quote.

Aviva Group Protection Online (AGPOL) can service online quotes for schemes with 3-250 lives in most cases. If you already have an account please access in the usual way here. Or if you need to register, you can do so by following this link. The Aviva team will aim to have you up and running within 48 hours.

For terms over 250 lives please send your request to: groupprotectionquotes@aviva.com.

In the short term there are no changes to make you and your clients aware of.

Yes. There are no changes to how your existing AIG Life scheme is administered. Please continue to use AIG Life’s online services as usual - they'll just be in Aviva branding from 17th February 2025.

There will be no changes to the amount of catastrophe cover in place for AIG Life clients.

Any individual assessment will continue to be managed by the AIG Life team with no impact. Employees should continue to complete online medical questionnaires, when requested.

There is no impact on trust participation for existing AIG Life insured schemes and we will update the trusts with our new name. If an employer moves their insurance cover to a different insurer, the employer's participation in the Master Trust will cease automatically and if they have used the Excepted Life Trust template then the trust will end.

No. There is no impact to AIG Life’s claims process or contact points. The AIG Life team will continue to manage all claims. 

Please visit AIG Life’s website for more information about their products - here . From the 17th February 2025, this webpage will update to https://www.protection.aviva.com.

Yes. Access to AIG Smart Health for AIG Life clients remains unchanged. Employees will continue to access the service as they do now using their AIG Life scheme code. From 17th February 2025 Smart Health will be rebranded as Aviva Smart Health. Employees that use Android phones will need to download the new Aviva Smart Health app and Apple users will need to update their existing app. The new Aviva Smart Health website will be: https://www.smarthealth.aviva.com.

* AIG Smart Health is a non-contractual benefit that could be changed or withdrawn in the future.

Please speak with your usual AIG Life contact or email: groupcommissions@aiglife.co.uk

We now have a single account management team across Aviva and AIG. If you are uncertain who your AIG Account Manager is, please call us on 0800 145 5684 or by email GPSS@aviva.com

There are no immediate changes to your points of contact at AIG Life. Please continue to contact the team as you normally would.

If you need any help with Aviva products or services, please speak with your Aviva Account Manager. Alternatively, call us on 0800 145 5684 or email us at or GPSS@aviva.com

Aviva will assess each relationship on its own merits rather than adopt an existing AIG Life position. If you have previously applied for an agency with Aviva please contact credit.control@aviva.com to discuss options. For first time applications with Aviva please visit 

If you do not currently hold an active relationship with Aviva to place new business but have existing AIG Life policies to service then this would currently continue as currently.

No, you can reassure your clients that they have a contractual policy in place and it will be fulfilled.

Nothing changes today to the complaints process. Some points of contact may change as part of bringing the businesses together, and we’ll let you know of any changes as soon as we can.

Product oversight and governance will remain and fair value assessments for all current AIG Life products will continue to be made available, updated on an annual basis and published on the AIG Life website. From the 17th February this will be on the new https://www.protection.aviva.com website.

Please continue to include AIG Life in feedback or best rates requests for rate reviews, there's no change to how the AIG Life team will review them.

Yes. We need you to let your clients know about the upcoming changes so there’s no surprises on 17th February. We’re letting you know now so you have plenty of time to get up to speed and get the message out there. Share this editable email template with your clients so they can let their people know.

No, old policy documents will not need to be issued for customers before 17th February 2025. For customers who join after the 17th February, they'll receive Aviva branded policy documents.

For clients with AIG Life policies, their policies will stay the same. This rebrand doesn’t change the entity that holds the policies – it's just a name change (AIG Life Limited to Aviva Protection UK Limited).

Aviva Protection UK Limited will be the new name of the legal entity that holds all of the existing AIG Life policies. Aviva Life and Pensions UK is the name of the legal entity that holds all of the existing Aviva policies.

From today there is no change and we will continue to serve customers in the same ways, whether it’s claims, service or anything else. We will continue to regularly monitor service levels in the way we do now.

Existing AIG Life customers will not see any changes to their policy or benefits.  Access to AIG Smart Health* for AIG Life customers remains unchanged. Customers continue to access the service as they do now using their AIG Life policy number/scheme code. From 17th February 2025 Smart Health will be rebranded as Aviva Smart Health. Customers that use Android phones will need to download the new Aviva Smart Health app and Apple users will need to update their existing app. The new Aviva Smart Health website will be: www.smarthealth.aviva.com

*AIG Smart Health is a non-contractual benefit that could be changed or withdrawn in the future. 

There is no change and we will continue servicing existing business in the usual way.

Please don't worry. It's business as usual and AIG Life is still serving customers in the same way and processing claims.

They should get in touch with AIG Life via the existing claims process, there's no change. 

There will be no change for existing AIG Life customers and they can still make a claim. Their policy terms will be unchanged. Our customer services team telephone numbers and postal address will continue to be the same.

There are no changes to their insurance - they're still covered.