Aviva Protection UK Limited (formerly AIG Life Limited) is now Aviva Life & Pensions UK Limited. We appreciate that as an adviser with related client policies, you still need access to information, contact details and literature from time to time. Therefore we've created this section to help you.
All former Aviva Protection UK Limited (APUK) individual protection and business protection products will close to new business on 23rd August 2026.
Please see some key dates below so you know what's happening and when. Existing policies will remain in-force. For any queries, please use one of the contact options on this page.
Key dates related to product new business closures
| Action | What will happen and when |
|---|---|
| New former APUK quotes | Remain open until 18:00 on Sunday 23rd August 2026. |
| Existing former APUK quotes | Any quote produced before 18:00 on Sunday 23rd August 2026 will be honored for 30 days as per the standard quote validity period and can progress into a submitted application. |
| New former APUK applications | The last date for new applications to be submitted on valid quotes will be 23:59 on Tuesday 22nd September 2026. |
| Existing former APUK applications | Applications already submitted in respect of former APUK products will cotinue to be processed. The last date for applications to be placed on risk will be 23:59 on Monday 22nd February 2027. Applications in the pipeline can still be tracked in the usual way. |
Policy/scheme number formats
If you're not sure if a policy or scheme is previously from Aviva Protection UK Limited (formerly AIG Life Limited), then you can identify this by the format of the policy/scheme number. See below for more details.
Individual / Business Protection Policies
Group Protection scheme formats
Contact us
Choose the most appropriate option below based on your enquiry.
Individual / Business Protection
View the contact options relevant to former Aviva Protection UK Limited or AIG Life Limited policies.
Pre-sales underwriting
If you have an underwriting question or query about a pre-sale case, you can contact us using the details below.
Call us on:
We're here to help
Our lines are open, Monday to Thursday from 8:30 am - 6:00 pm and Friday 8.30am - 5:30pm, except UK bank holidays.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Report a claim
If your client needs to make a claim, just contact our claims team or visit our dedicated customer claims area via the button below.
Call us on:
Email us at:
claimsteam@protection.aviva.com
or
Write to us at:
Claims team, Aviva, PO Box 12010, Harlow, CM20 9LG
We're here to help
Our lines are open, Monday to Thursday from 8:30 am - 6:00 pm and Friday 8.30am - 5:30pm, except UK bank holidays.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
What happens next
A claims assessor will explain the process and what information we’ll need.
Customer services
For general or for other enquiries not listed here, please contact our customer services team, who will be happy to help with your query.
Call us on:
Email us at:
enquiries@protection.aviva.com
or
Write to us at:
Customer services team, Aviva, PO Box 12010, Harlow, CM20 9LG
We're here to help
Monday to Thursday from 8:30am - 6:00pm, or Friday 8.30am - 5:30pm, except UK bank holidays.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Make a complaint
We'll try to resolve complaints as quickly and fairly as possible. If we can't deal with your complaint promptly, we’ll send you a letter to acknowledge it and give you regular updates until it's resolved.
Call us on:
Email us at:
complaints@protection.aviva.com
or
Write to us at:
Complaints team, Aviva, PO Box 12010, Harlow, CM20 9LG
What happens next
We’re committed to resolving complaints through our own complaints procedures. But if a matter cannot be resolved to your satisfaction, you can refer your complaint to the Financial Ombudsman Service.
If you make a complaint, it won’t affect your right to take legal proceedings.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Online Dispute Resolution
If you want to complain about an insurance policy purchased online and you reside outside the UK, Channel Islands, Isle of Man or Gibraltar, you may be able to use the European Commission’s Online Dispute Resolution platform. You can also contact our complaints team.
Financial Ombudsman Service
The Financial Ombudsman Service helps settle disputes between consumers and financial firms. Their service is independent and doesn't cost you anything. They can decide if we have acted wrongly and if you have lost out as a result. If this is the case they'll tell us how to put things right and whether we have to pay you compensation.
If you make a complaint, we'll send you a leaflet explaining more about the Financial Ombudsman Service. You can also ask us to send you the leaflet at any other time.
Alternatively, you can contact the Financial Ombudsman Service yourself using the following details:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.
Telephone: 0800 023 4567
(calls to this number are free on mobile phones and landlines)
(calls to this number cost no more than calls to 01 and 02 numbers)
If calling from outside the UK, please call +44 20 7964 0500.
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Employee / Group Protection
View the contact options relevant to former Aviva Protection UK Limited or AIG Life Limited schemes.
Client service
Our dedicated group protection client service team is ready to help with any queries you may have. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Claims
Our claims team is ready to help with any questions you may have about new or existing group protection claims. Please get in touch using one of the options below. Alternatively you can visit our adviser claims section for more information.
We're here to help
Monday to Friday, 9am to 5pm.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Rate review
If you're looking for a group protection rate review, our specialist team are ready to help. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
Telephone calls may be recorded and/or monitored. Calls to 0800 numbers from UK landlines and mobiles are free. You may be charged for calling outside of the UK.
Our opening hours may be different depending on which team you need to speak to.
Individual assessment
If your client's been asked to complete an individual assessment and need more information, our dedicated team are ready to help. Please get in touch using one of the options below.
We're here to help
Monday to Friday, 9am to 5pm.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
Adviser literature
Underwriting
Please find underwriting information for advisers, relating to former Aviva Protection UK Limited or AIG Life Limited products and services.
Individual Protection
Quick reference underwriting guide - download Quick reference underwriting guide
This underwriting guide covers non-medical limits, height and weight, occupations, driving and financial underwriting.
PDF (642.0 KB)
Occupation list search tool - download Occupation list search tool
This tool gives you decision, class, definition and retirement age information for income protection, waiver of premium and total permanent disability. Choose from a comprehensive list of occupations to get started.
EXCEL (224.7 KB)
Business Protection
Quick reference underwriting guide - download Quick reference underwriting guide
This underwriting guide covers non-medical limits, height and weight, occupations, driving and financial underwriting. Underwriting decisions may differ due to the coronavirus pandemic.
PDF (642.0 KB)
Group Protection
Country codes - download Country codes
An outline of countries and their corresponding codes. For use when completing data updates where members may live abroad.
PDF (86.4 KB)
Forms
Please find some useful forms for advisers relating to former Aviva Protection UK Limited or formerly AIG Life Limited products and services.
Individual Protection
Data capture form - download Data capture form
This form will help you collect the information you need when applying for your clients' policies online.
PDF (1.5 MB)
Medical data capture form - download Medical data capture form
This form contains questions that our online application system will ask for the 10 most common medical disclosures.
PDF (227.4 KB)
Bank or building society instruction to pay by direct debit - download Bank or building society instruction to pay by direct debit
Download our bank and building society direct debit form.
PDF (539.6 KB)
Medical reports access and processing consent form (AMRA): UK & Isle of Man - download Medical reports access and processing consent form (AMRA): UK & Isle of Man
This document covers the regions of United Kingdom and Isle of Man.
PDF (541.4 KB)
Medical reports access and processing consent form (AMRA): Jersey, Guernsey and Gibraltar - download Medical reports access and processing consent form (AMRA): Jersey, Guernsey and Gibraltar
This document covers the regions of Jersey and Guernsey and Gibraltar.
PDF (539.6 KB)
Medical reports access and processing consent form (AMRA): Other countries - download Medical reports access and processing consent form (AMRA): Other countries
This document covers the regions of other countries and regions EXCLUDING United Kingdom, Isle of Man, Jersey, Guernsey and Gibraltar..
PDF (559.9 KB)
Business Protection
Data capture form - Business Protection - download Data capture form - Business Protection
This form will help you collect the information you need when applying for your clients' Business Protection policies.
PDF (299.5 KB)
Medical data capture form - download Medical data capture form
This form contains questions that our online application system will ask for the 10 most common medical disclosures.
PDF (227.4 KB)
Bank or building society instruction to pay by direct debit - download Bank or building society instruction to pay by direct debit
Download our bank and building society direct debit form.
PDF (539.6 KB)
Group Protection
Group life claim form - download Group life claim form
This form can be completed on-screen or printed off and completed by hand.
PDF (595.3 KB)
Group life claim form for a death in service pension - download Group life claim form for a death in service pension
This form can be completed on-screen or printed off and completed by hand.
PDF (627.1 KB)
Policyholder change form - download Policyholder change form
This form is used to inform us of a change in policyholder on a group protection scheme.
PDF (557.2 KB)
Direct Debit form - Group - download Direct Debit form - Group
Direct debit form to pay monthly for former AIG Life Limited group schemes.
PDF (513.2 KB)
Excepted Group Life policy instruction form - download Excepted Group Life policy instruction form
Following the expiry of an Excepted Group Life trust, a replacement trust is put in place. This also requires replacement policies to be issued. This form instructs us to terminate the policy(ies) from a previous trust and set up new ones.
PDF (121.8 KB)
Group Life Change Policy Type form - download Group Life Change Policy Type form
This form is used by employers to change their Group Life policy (or a category of members insured under it) from a Registered Group Life policy to Excepted and/or Single Relevant Life polic(ies).
PDF (550.4 KB)
Group data collection form (Excel) - download Group data collection form (Excel)
This Excel form is used to capture group protection data for business purposes.
EXCEL (19.9 KB)
Product documents
Individual and Business Protection
To access important product documentation related to quotes and applications relating to former Aviva Protection UK Limited or formerly AIG Life Limited products and services, please login to our secure adviser area and download from there.
Log in to download individual and business protection product literature
You can access the latest documents for former Aviva Protection UK Limited or AIG Life Limited products in our secure adviser area.
Group Protection Product Literature
Technical guides
Registered Group Life - Technical Guide - download Registered Group Life - Technical Guide
An overview of the Registered Group Life policy. Policy aims, how it works, what's covered and premiums charged.
PDF (1.1 MB)
Excepted Group Life - Technical Guide - download Excepted Group Life - Technical Guide
This guide is a comprehensive overview of our Excepted Group Life product.
PDF (729.5 KB)
Single Relevant Life - Technical Guide - download Single Relevant Life - Technical Guide
An overview of the Single Relevant Group Life policy. Policy aims, how it works, what's covered and premiums charged.
PDF (697.8 KB)
Group Critical Illness - Technical Guide - download Group Critical Illness - Technical Guide
An overview of the Group Critical Illness policy, including policy aims, how it works, what's covered and how premiums are charged.
PDF (416.9 KB)
Group Income Protection - Technical Guide - download Group Income Protection - Technical Guide
An overview of the Group Income Protection policy. Policy aims, how it works, what's covered and premiums charged.
PDF (944.7 KB)
Policy terms and conditions
Registered Group Life - Terms and Conditions - download Registered Group Life - Terms and Conditions
This explains how the cover works and the terms and conditions for Registered Group Life.
PDF (261.1 KB)
Excepted Group Life - Terms and Conditions - download Excepted Group Life - Terms and Conditions
This explains how the cover works and the terms and conditions for Excepted Group Life.
PDF (240.8 KB)
Single Relevant Life Assurance - Terms and Conditions - download Single Relevant Life Assurance - Terms and Conditions
This explains how the cover works and the terms and conditions for Single Relevant Life.
PDF (231.4 KB)
Spouse/Partner Group Life Cover for employees - Terms and Conditions - download Spouse/Partner Group Life Cover for employees - Terms and Conditions
This explains how the cover works and the terms and conditions for Spouse/Partner Life cover.
PDF (224.5 KB)
Group Critical Illness - Terms and Conditions - download Group Critical Illness - Terms and Conditions
This explains how the cover works and the terms and conditions for Group Critical Illness insurance.
PDF (327.3 KB)
Group Income Protection - Terms and Conditions - download Group Income Protection - Terms and Conditions
This explains how the cover works and the terms and conditions for Group Income Protection.
PDF (270.3 KB)
Product summaries
Registered Group Life - Product Summary - download Registered Group Life - Product Summary
An overview of the key features of our Registered Group Life product.
PDF (1.2 MB)
Excepted Group Life - Product Summary - download Excepted Group Life - Product Summary
An overview of the key features of our Excepted Group Life product.
PDF (855.2 KB)
Single Relevant Life - Product Summary - download Single Relevant Life - Product Summary
An overview of the key features of our Single Relevant Life product.
PDF (564.3 KB)
Registered Group Life and DISP - Product Summary - download Registered Group Life and DISP - Product Summary
An overview of the key features of our Registered Group Life & DISP product.
PDF (1.2 MB)
Death in Service Pension - Product Summary - download Death in Service Pension - Product Summary
An overview of the key features of our Standalone DISP product.
PDF (1.3 MB)
Spouses’ and Partners’ Group Life - Product Summary - download Spouses’ and Partners’ Group Life - Product Summary
An overview of the key features of our Spouse/Partner product.
PDF (571.7 KB)
Group Critical Illness - Product Summary - download Group Critical Illness - Product Summary
This document is an overview of the key features of our Group Critical Illness product.
PDF (706.3 KB)
Group Income Protection - Product Summary - download Group Income Protection - Product Summary
This document is for employees to understand how Group Income Protection cover works.
PDF (1021.2 KB)
Member guides
Registered Group Life - Member Guide - download Registered Group Life - Member Guide
This document is for employees to understand how Registered Life cover works.
PDF (1.0 MB)
Group Critical Illness - Member Guide - download Group Critical Illness - Member Guide
This document is to help employees understand how their Group Critical Illness cover works.
PDF (1.4 MB)
Excepted Group Life - Member Guide - download Excepted Group Life - Member Guide
This document is for employees to understand how Expected Life cover works.
PDF (679.9 KB)
Spouses’ and Partners’ life cover - Member Guide - download Spouses’ and Partners’ life cover - Member Guide
This document is for employees to understand how Spouse/Partner cover works.
PDF (997.4 KB)
Group Income Protection - Member Guide - download Group Income Protection - Member Guide
This document is for employees to understand how Group Income Protection cover works.
PDF (896.2 KB)
Miscellaneous
Country codes - download Country codes
An outline of countries and their corresponding codes. For use when conducting online data refreshes where members may live abroad.
PDF (86.4 KB)
Single premium rates and year two costs - download Single premium rates and year two costs
An overview of single premium rates where we charge the exact premium due for the cover provided, normally guaranteed for two years.
PDF (69.3 KB)
Administration and accounting guide - download Administration and accounting guide
Download our useful 'how to' guide on administration and accounting for our Group Protection system.
PDF (4.6 MB)
Vocational rehabilitation guide - download Vocational rehabilitation guide
Our guide answers FAQs employers may have about vocational rehab, and explains more about the benefits this service has to offer.
PDF (2.3 MB)
Group protection literature archive
Group protection literature archive
View archived technical guides and terms and conditions for older group protection schemes formerly with AIG Life Limited or Ellipse.
Trusts
Please find current Trust documentation relating to former Aviva Protection UK Limited or AIG Life Limited products and services.
Individual and business protection
Trusts document library
You can search for and view all the latest individual and business protection trust documents, brochures and guides from Aviva in our trust document library.
Group protection trusts
Registered Group Life Master Trust deed - download Registered Group Life Master Trust deed
A document about the Registered Group Life Master Trust.
PDF (488.8 KB)
Registered Group Life Master Trust FAQs - download Registered Group Life Master Trust FAQs
This document provides a list of questions and answers about the Registered Group Life Master Trust.
PDF (101.7 KB)
Excepted Group Life Assurance Trust Form - download Excepted Group Life Assurance Trust Form
Trust Deed form for employers that can be completed on-screen.
PDF (614.9 KB)
How to complete the Excepted Group Life trust document - download How to complete the Excepted Group Life trust document
This guide explains how to complete the Excepted Group Life trust.
PDF (143.7 KB)
Product governance
Please find product governance literature relating to former Aviva Protection UK Limited or AIG Life Limited products and services.
Individual protection
Fair value assessments
Life Insurance – fair value assessment - download Life Insurance – fair value assessment
This document contains the outcome of Aviva's Life Insurance fair value assessment, including the products in scope.
PDF (90.7 KB)
Critical Illness (Intermediary) – fair value assessment - download Critical Illness (Intermediary) – fair value assessment
This document contains the outcome of Aviva's Critical Illness fair value assessment, including the products in scope.
PDF (81.8 KB)
Guaranteed Whole of Life – fair value assessment - download Guaranteed Whole of Life – fair value assessment
This document contains the outcome of Aviva's Guaranteed Whole of Life fair value assessment, including the products in scope.
PDF (82.7 KB)
Income Protection – fair value assessment - download Income Protection – fair value assessment
This document contains the outcome of Aviva's Income Protection fair value assessment, including the products in scope.
PDF (100.3 KB)
Critical Illness (Key 3 and Partner C3) - fair value assessment - download Critical Illness (Key 3 and Partner C3) - fair value assessment
This document contains the outcome of Aviva's Critical Illness fair value assessment, including the products in scope.
PDF (83.7 KB)
Guaranteed Whole of Life (Neilson) – fair value assessment - download Guaranteed Whole of Life (Neilson) – fair value assessment
This document contains the outcome of Aviva's Guaranteed Whole of Life (Neilson) fair value assessment, including the products in scope.
PDF (100.9 KB)
Income Protection (significant product change) - download Income Protection (significant product change)
This document contains information regarding a significant product update made in February 2024.
PDF (105.6 KB)
Target market statements
UWOL – target market statement - download UWOL – target market statement
This document contains our individual protection target market statement for Underwritten Whole of Life. It's an overview of who is and isn’t right for the product and what type of adviser should sell it.
PDF (81.2 KB)
Term assurance, CI and IP – target market statements - download Term assurance, CI and IP – target market statements
This document contains our individual protection target market statements for Aviva’s Term Assurance, Critical Illness and Income Protection. It's an overview of who is and isn’t right for the products and what type of adviser should sell it.
PDF (165.7 KB)
Relevant Life and business protection – target market statements - download Relevant Life and business protection – target market statements
This document contains our individual protection target market statements for Aviva’s Relevant Life and Business Protection. It's an overview of who is and isn’t right for the products and what type of adviser should sell it.
PDF (106.5 KB)
Neilson – target market statement - download Neilson – target market statement
This document contains our Neilson Financial Services target market statements – an overview of who is and isn’t right for a product and who should sell it.
PDF (119.8 KB)
Group protection
Fair value assessments
Group Income Protection – fair value assessment - download Group Income Protection – fair value assessment
This document contains the outcome of Aviva’s Group Income Protection fair value assessment, including the products in scope.
PDF (102.2 KB)
Group Life – fair value assessment - download Group Life – fair value assessment
This document contains the outcome of Aviva’s Group Life fair value assessment, including the products in scope.
PDF (86.6 KB)
Group Critical Illness – fair value assessment - download Group Critical Illness – fair value assessment
This document contains the outcome of Aviva’s Group Critical Illness fair value assessment, including the products in scope.
PDF (89.1 KB)
Target market statements
Group protection target market statements - download Group protection target market statements
This document contains our group protection target market statements - an overview of who is and isn’t right for a product and what type of adviser should sell it.
PDF (109.1 KB)
Tools & calculators
Please find some useful tools and calculators relating to former Aviva Protection UK Limited or AIG Life Limited) products and services.
Whole of Life calculator - download Whole of Life calculator
This calculator can be used to compare the 'return' on a Whole of Life policy with a compounded investment at an assumed age of death of the client.
EXCEL (45.6 KB)
Relevant life calculator - download Relevant life calculator
You can use this tool to calculate the maximum amount of relevant life cover a customer can have. It compares the cost of relevant life to personal cover.
EXCEL (47.0 KB)
Premium equalisation calculator - download Premium equalisation calculator
Premium equalisation can help maintain the commerciality of an ownership succession arrangement using a business trust, by sharing the cost of premiums between the shareholders/partners/members.
EXCEL (47.6 KB)
Gift inter vivos calculator - download Gift inter vivos calculator
Calculate the level term arrangement required to mirror the reducing IHT liability on a gift and compare the overall cost with Aviva against a competitor.
EXCEL (46.1 KB)
Aviva Smart Health
Please find some useful Aviva Smart Health toolkit items for use with clients.
Client leaflet - download Client leaflet
(Group Life and Group Critical illness schemes)
Your guide to Aviva Smart Health*: everything from how to get started to details of all services.
PDF (1.4 MB)
Client posters - download Client posters
(Group Life and Group Critical Illness schemes)
Our poster pack is there to brighten up the office walls and remind people of the benefits of Aviva Smart Health*.
PDF (1.1 MB)
Client leaflet - download Client leaflet
(Group Income Protection schemes)
Your guide to Aviva Smart Health*: everything from how to get started to details of all services.
PDF (1.2 MB)
Client posters - download Client posters
(Group Income Protection schemes)
Our poster pack is there to brighten up the office walls and remind people of the benefits of Aviva Smart Health*.
PDF (1.3 MB)
Email templates - download Email templates
(Group Life and Group Critical illness schemes)
We've taken the legwork out of telling employees about Aviva Smart Health*.
WORD (1.4 MB)
*The Aviva Smart Health app and services are provided to select Aviva Life & Pensions UK Limited customers by Teladoc Health - policy/scheme packs will tell your clients if they have Aviva Smart Health. This is not part of your clients' insurance contract and can be changed or withdrawn at any time. To be eligible for Aviva Smart Health, your client must be a permanent resident of Great Britain, Northern Ireland, the Channel Islands or the Isle of Man. Terms apply.
Claims information
Individual / Business Protection
Call us on:
Email us at:
claimsteam@protection.aviva.com
or
Write to us at:
Claims Team, Aviva, PO Box 12010, Harlow, CM20 9LG
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
What happens next?
A claims assessor will explain the process and what information we’ll need.
Need help or support?
We also have a dedicated help and support section for your clients and their representatives, which may be of use.
Group Protection
If you need to make an Aviva group risk policy claim on behalf of a client, just follow our simple guide below to get started.
Group life insurance
It’s simple to make a claim. Just download our group life claim form, fill this in, and send back to us by email to groupclaims@protection.aviva.com.
If you're making a claim for a death in service pension benefit, download our death in service pension form. Equally, if you're making a claim for both, then please download both forms and fill in.
Once completed, please send the form(s) back to us by email at groupclaims@protection.aviva.com.
Our dedicated team will support you through the claims process. So, if you do have any questions, please call us on 0330 303 9973.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
How we pay group life claims
Via Zedra Governance Ltd (Zedra). If the policy is in the Aviva Life & Pensions UK Limited Master Trust or an Aviva Life & Pensions UK Limited Excepted Life Trust, the lump sum will be paid to Zedra, the professional trustees who oversee both trusts.
They'll contact you as the employer, next of kin and legal representative(s), of the deceased member in order to make a payment to the most appropriate beneficiaries.
If a nomination of beneficiary form has been completed, this'll be taken into account by the trustees, however, it is important to remember it's not binding.
For lump sum claims, if the policy isn't in the Aviva Life & Pensions UK Limited Master Trust or an Excepted Life Trust then we can pay the benefit in the following ways:
Group income protection
How to make group income protection claims
For Interact or Sick Pay policies, simply get in touch with us to let us know about the absent employee.
Call us on:
Email us at:
groupclaims@protection.aviva.com
We’re here to help 9am – 5pm Monday to Friday, except UK bank holidays
Please get in touch as soon as possible and no later than the fifth week of absence. We'll then send you two claim forms - one for the employer and one for the employee to complete.
Once we're notified of an absence on an Interact or Sick Pay policy, absent employees can benefit from tailored vocational rehabilitation.
Our approach to handling employee absences is built on the established premise that the earlier we can support an employee, the better the outcomes will be for them. That’s why we'll help an employee back to work as soon as possible, rather than wait until the deferred period has expired.
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
How are absences reported?
Once we’re notified of an absence we'll explain the vocational rehabilitation process. We'll determine the employee’s eligibility for the insurance cover and if eligible, obtain the employee’s personal and contact information, together with any additional information about the reason for absence. We'll always contact the employer first. You can view our vocational rehabilitation flow, on the link below.
We've partnered with Proclaim Care, one of the UK’s leading rehabilitation specialists, to offer the vocational rehabilitation service. You can learn more about Proclaim Care and the service using the link below.
If you've an Interact or Sick Pay policy, please tell us no later than the fifth week of an employee’s absence, or ideally sooner if possible.
Vocational rehabilitation process
View/download our vocational rehabilitation process chart.
Group critical illness
Our game-changing approach to group critical illness cover gives employees a tax-free sum of money if they fall seriously ill and are diagnosed with a specified condition. Really, it’s about relieving money worries as quickly as possible, to help them feel confident about their financial future. Leaving them to focus on what matters: their recovery.
Call us on:
For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.
Our opening hours may vary depending on which team you need to speak to.
What happens next?
A claims assessor will explain the process and what information we’ll need.
Need help or support?
We also have a dedicated help and support section for your clients and their representatives, which may be of use.
Additional group protection support
Standard Territories
For rate reviews or policy changes, we'll ask you if there are any employees covered by the policy who live in or travel to (for work purposes) any countries that are outside our standard territories.
Our standard territories are:
- All European Union (EU) countries
- Andorra
- Australia
- Canada
- Gibraltar
- Hong Kong
- Iceland
- Liechtenstein
- Monaco
- New Zealand
- Norway
- San Marino
- Singapore
- Switzerland
- United Arab Emirates (UAE)
- USA
- Vatican City
Vocational rehabilitation
Vocational rehabilitation helps employees to get back to their best.
It combines expert advice with practical treatments, working towards one goal: supporting employees back to work following an illness or injury.
The vocational rehabilitation service is included with our group income protection insurance at no additional cost, with Aviva paying for all support and treatment.
Vocational rehabilitation is a non-contractual service which Aviva can change or withdraw at any time.
The rehabilitation process
Employees can be referred for vocational rehabilitation as soon as their employer thinks they’re likely to be off work for a prolonged amount of time. In fact, the sooner referral is made, the better. So we ask employers to let us know about an employee absence as quickly as possible, and this should be within the first five weeks of absence.
New referrals start with a discussion with either the HR lead or the referring manager, as well as a conversation with the employee. This lets the rehabilitation specialist understand the employee’s condition and anything that could affect their return to work.
The specialist then puts together a rehabilitation plan focused on getting the employee back to work safely. They’ll keep the HR lead or referring manager in the loop as the plan progresses. And they’ll continue to stay in touch once the employee is back at work, making sure the return is a success.
Referral and signposting
Rehabilitation specialists make sure that employees are getting the best possible support. At the initial referral, they’ll talk to the employer about benefits and support services that may be available to the employee, including private medical insurance and occupational health. They’ll then make sure the employee is signposted to all of the treatments that'll help them get better, which may include NHS or charity services too.
Our rehabilitation specialists are experienced at working alongside occupational health. They’ll be in touch with the occupational health team throughout the rehabilitation period, making sure everyone is working in unison to support the employee's return to work.
Mental health specialists
We want all employees to get the best possible mental health support — that’s why we make sure that these cases are handled by mental health specialists.
We've access to the full range of talking therapies. These are recommended for use when there’s a gap between the start of NHS or privately accessed therapies. In the case of trauma, we work with specialist CBT (cognitive behavioural therapy) providers.
You can find our mental health pathway below, explaining the full range of mental health support we provide to both employers and employees.
Find out more in our mental health pathway.
A bespoke service for larger clients
We know that managing absence is an important consideration for your larger clients, and they may have a higher volume of referrals for rehabilitation and claims cases.
Our group income protection supports your clients with their absence management processes. We’ll work with key stakeholders to understand the absence process, and make sure the group income protection policy meets their needs.
Examples of how we help larger clients include:
Pathways
Cancer pathway - download Cancer pathway
Our cancer support services are here to let your clients' employees look to the future with confidence. This document shows the pathways businesses and their people can take to access cancer specific healthcare.
DISCOVER (PDF 3.8 MB)
Musculoskeletal pathway - download Musculoskeletal pathway
This document shows your clients the pathways their employees can take to access MSK specific healthcare, as well as the support available to them as a business. Letting your clients’ people be their best.
DISCOVER (PDF 2.1 MB)
Mental health pathway - download Mental health pathway
This document shows the pathways an employee can take to access mental health care, as well as the support on offer to businesses. Keeping your client's workforce happy and healthy.
DISCOVER (PDF 3.2 MB)