Our Claims Service

We're here to help

At Aviva we are proud of our claims service.

For more than 320 years we have been there for customers when the unexpected happens.

We work to pay claims fairly and quickly. We also bring our expertise and that of our specialist partners to our customers to put in measures to prevent bad things from happening in the first place.

On this page, you'll be able to find out how to manage existing claims or make a new claim.

Your customer guide to claims

Whether your customer is a corporate organisation or a home insurance customer, we want to ensure they get the right support every step of the way.

Find out what they can expect from us when they need us most.

Download the guide today

Making a claim

Let us know about the claim as soon as possible

Help us handle your clients' claims quickly by providing as much information as you can. If possible, include third-party details, especially their phone number. After that, your clients' personal claims managers will take care of everything.

Find your claims contact

Speeding up the claims process

Early notification of an incident is really important - you or your client should contact us as soon as an accident or incident has occurred. Please provide as much detail as possible; for example contact details for any other impacted parties, witnesses, photos, diagrams, videos and position of CCTV cameras.

For more information on the importance of early notification for commercial motor incidents, watch our video below.

Once you've made your claim, keep your client's personal claims manager's direct number handy, to save time if you have a query later on.

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Transcript

If one of your drivers is involved in a motor incident, it’s important to tell us about it straight away. Here’s why.

Let’s say one of your drivers has a small rear-end collision. The damage appears minimal, so your driver doesn’t report the incident to us.

However, the other driver reports the incident that same day, and is quickly represented by a credit hire organisation.

Aviva aren’t notified for a couple of weeks which means we’ve lost the opportunity to get in touch and help. For example, by offering repairs or a courtesy vehicle to the other driver.

This may lead to additional costs, such as repairs, recovery and storage, and a hire vehicle until the other driver’s is fixed,

which could impact your motor insurance and operating costs in the future.

And, if you wait even longer, say nearly a month to report the incident, it could take longer to fully investigate and determine liability, pushing costs up even further.

Let’s say the same incident happens, but your driver calls Aviva straight away.

It gives us a better chance to support them, contact the other driver and mitigate the cost of the claim.

Plus, it’s more likely that crucial evidence like CCTV or in-vehicle camera footage can be accessed to reduce the opportunity for fraud.

There are a number of ways that you can report an incident to us, but speaking to your driver directly makes it easier for us to determine liability and any assistance they or the other driver may require.

So if one of your team is involved in a motor incident, tell us about it straight away and let us know the other driver's contact details if you can. The sooner you report it, the sooner we can help.

If one of your company vehicles is involved in an incident, tell us straight away.

The information you’ll need

Having the right information to hand when making a claim can significantly reduce the time it takes to process it. So here’s some help and advice on what we’ll ask and the information we’ll need from you and your clients, to speed up the claim.

Help for your customers

Want to help your customers protect their home from storm damage? Do they need advice to make winter driving less stressful? Or are your customers simply looking for handy tips to avoid DIY disasters?

Find the answers to these questions and other useful information at www.aviva.co.uk.

Flooding is one of the most common and widespread natural source of damage to properties in the UK. How can you help protect your commercial customers? We’ve created a new commercial flood guide for your customers which will help them prepare for a flood as well as what to do if a flood is imminent and during a flood.