Quick, compassionate claims
We make the claims process as quick and simple as possible. Our dedicated claims handlers deal with a claim from start to finish, so you and your client get the support you need.
They’re trained to deal with calls sensitively, and for employees with a medical condition, our team and clinical experts have an in-depth understanding of conditions and needs – making sure employees get the right support at the right time.
Making a claim
Group Life
For Group Life claims, we can usually verify a UK death online after the death’s been registered for at least two weeks, meaning we don’t need to see a death certificate.
You or your client can submit a claim before this so we can begin our assessment.
We can’t pay claims or requests for additional amounts of benefits submitted over two years after a member’s death.
Complete online claims form
Complete member details using our online claims form. Here are the details we’ll need:
- policy details, scheme name and number
- member’s personal details and the date, location and cause of death
- member’s employment details, including length of time in service and salary
- payee details. We can make payment to a Trustee account, third party account – including a company account or solicitor – or direct to the beneficiary.
Death in service
For death in service pension claims, we’ll also need:
- dependant’s details
- the amount of pension payable
- details of who should be paid
- marriage or civil partnership certificate
- birth certificates for any dependants who’ll receive the benefits
Submit the claim
Once submitted, if we need an authorised individual to sign the claim form, we’ll send the person submitting the claim a link to print it.
Once it’s signed, we can accept scanned and emailed copies, as well as a DocuSign form.
If the person submitting the claim is authorised, we won’t need further authorisation.
Paper claims
To make a paper claim, download and print a claim form . We’ll need the same details as with an online claim.
Master Trust claims
For claims on a Master Trust policy, complete a Master Trust claims form . We’ll need the same details as other claims.
Group Critical Illness
To make a claim, clients can follow the steps below.
Client starts the claim
Clients should inform us of the illness or operation within three months of diagnosis.
To get in touch, they can:
- call our Group Critical Illness claims team on 0800 015 7523
- email us at groupciclaims@aviva.com
Lines are open 9:00am to 5:00pm. Calls may be monitored and recorded. Calls to 0800 numbers from UK landlines and mobiles are free of charge. Calls from outside the UK may be charged at international rates.
Employees can submit an online claims form . Employees claiming on behalf of their partner or child can do so here.
We get more information
To process a claim, we’ll ask for the employee’s consent and details.
We’ll then directly contact the employee to get information about the condition and ask for consent to contact the doctor(s) involved in the diagnosis and treatment.
After we’ve got consent, we’ll request the medical information we need.
And once we’re happy with the details, we’ll pay the lump sum as quickly as possible.
Group Income Protection
To make a claim, clients can follow the steps below.
Client starts the claim
Your client should let us know as soon as possible if an employee has been off work. For deferred periods of 8 or 13 weeks, your client must notify us before incapacity has lasted one month. For all other deferred periods, your client must let us know before two months of incapacity.
To start their claim, clients can:
- complete our online claim form
- call our Group Income Protection claims team on 0800 142 2377
- email us at groupipclaims@aviva.com
Lines are open 9:00am to 5:00pm. Calls may be monitored and recorded. Calls to 0800 numbers from UK landlines and mobiles are free of charge. Calls from outside the UK may be charged at international rates.
Our case managers do the rest
Once your client starts a claim, we’ll assign them a dedicated case manager.
They’ll carry out a financial and medical assessment of the employee and make a decision about the claim as soon as possible. They’ll also consider whether the employee needs rehabilitation or intervention support.
We’ll let your client know if we need any information from them to process the claim.
FAQs
Group Life
Who can submit a Group Life claim?
Anyone from your client or you as their financial adviser can submit a claim. If the person who submits a claim is also authorised, we can accept that as a signature.
How many signatures do you need?
For a Trustee account used to settle previous claim payments, we don’t need any signatures.
For a Trustee account that hasn’t been previously used, we need one signature from a Trustee or authorised person.
For a third party account, we need one signature from a Trustee or authorised person.
We accept physical signatures, DocuSign or an email from the authorised person or Trustee with the claim form attached and a note declaring they agree for us to settle the claim in line with the form.
We can’t accept signatures that are copied and pasted onto the claim form.
How long does it take to assess a claim?
We aim to assess all claims within 7 working days.
How can Aviva verify the death?
We can accept a death certificate or coroner’s fact of death as proof of death.
We can verify a death online if it occurred in the UK and isn’t being investigated by a coroner.
It can take up to two weeks for the online death register to update. So if a claim is submitted within two weeks, we can accept the death certificate or coroners’ fact of death certificate by email.
If the death certificate isn't available but the death is being investigated, let us know the contact details of the coroner investigating and we'll contact them directly to verify the death.
What happens if a death occurs outside the UK?
For overseas deaths, we’ll need all details completed within the claim form. In most cases, we’ll ask to see the original death certificate.
Our expert claims administrators will treat these claims on a case-by-case basis and will get in touch when the claim has been initially assessed.
Group Critical Illness
When should I notify you about a diagnosis?
Please let us know within three months of the employee, partner or child receiving a diagnosis or undergoing one of the specified operations covered by the policy.
What is and isn’t covered?
The conditions and operations we cover are detailed in the policy schedule. You can find more details of the types of cover on the Group Critical Illness page.
Cover will depend on the level of cover taken out with the policy. The person covered by the policy must survive for at least 14 days after diagnosis in order to claim on the policy.
We don't cover pre-existing conditions, terminal illness where death occurs before we are notified of a claim, or self-inflicted injury.
We won’t pay a lump sum benefit for a child for Total Permanent Disability or Cancer Drugs Fund.
As well as financial support, what other support is available to employees?
You can find details on the range of physical, emotional, and practical wellbeing support accessible by employees through our Group Critical Illness cover here.
Group Income Protection
When should I notify you?
For those on long-term absence, to help us assess the claim before the deferred period comes to an end, please let us know within two months of the absence – or within one month if your client has a 8 or 13-week deferred period.
As well as financial support, what other support is available to employees?
Our clinical pathways are designed to help employees struggling due to ill health, both if they’re in work or absent through clinical and rehabilitation support. For more detail, see our pathways page .
We also offer access to a range of physical, emotional and practical wellbeing support. You can find more detail on our Group Income Protection wellbeing page .
Can an employee’s absences be linked?
Yes, separate periods of incapacity from the same cause may be linked to form a deferred period if the deferred period is completed within a time period of twice its length. Each period of linked incapacity must last at least five consecutive days.
Can claims be linked?
Yes. If an employee returns to their usual hours and duties following the closure of a claim but becomes unwell again within 12 months, we can consider recommencing payment from the start of the new absence. The deferred period would not need to be completed again and the salary and benefit calculation would remain as per the initial claim.
Customer stories
Learn more about our claims process from some of real customers
Contact us
Claims contacts
To get in touch about Group Life claim, please call 0800 158 2714, or email us at grouplifeclaims@aviva.com.
For a Group Critical Illness Claim, call 0800 015 7523 or email groupciclaims@aviva.com.
For Group Income Protection, call 0800 142 2377 or email groupipclaims@aviva.com.
Contact us
If you still have questions, visit our contact page for a full directory