The Aviva Commercial Claims team are here to help you with all your claims requirements. Whether your client has been involved in a road traffic incident or their vehicle has been stolen, subjected to fire or flood water or they need support with a glass claim, our teams are available, 24/7, 365 days a year* for new claims.
Our team of claim handlers are on hand to provide a service to both you and your client, alongside our group of support teams including both Deskside and Field Engineers, Technical Claims Managers and Customer Service Managers, helping to make your client's journey as efficient as possible.
Help us to handle your client's claim
Let us know about the claim as soon as possible.
Regardless of the nature of the incident, help us to handle your client's claim quickly by notifying us promptly and providing as much key information as you can so we can start to process the claim more quickly.
This will help us to assess the claim and route it appropriately, especially if additional internal or external expertise is required, ultimately helping us to manage the claim as efficiently and fairly as possible.
To help us progress the claim without delay, when notifying the claim, please provide us with:
Policyholder/driver details (required to help us confirm indemnity):
Vehicle owner/driver of vehicle details
Policyholder date of birth, address, contact information and relation to business
Name and contact details for claim point of contact (if different to above)
Purpose for use of vehicle on incident date
Details of period licence held alongside any known convictions or medical information
VAT status of vehicle/customer
Incident details (required to help us make an informed liability decision):
Date, time and location of damage/loss
Circumstances - what happened, what has been affected and who is affected?
Third party details such as registration, name, address, contact information (if applicable)
Description/photos of extent of damage
For vehicles deemed a total loss - a copy of the V5, purchase invoice, proof of funds and service documents
Any additional supporting information - e.g. photos, dashcam footage, CCTV, witness details, crime reference numbers
Guidance by claim type
If your client wants to make a claim with us under their Commercial Motor Policy, for more guidance on specific information we may need, search for the relevant claim type below. Providing us with specific information (alongside the above key information) when we're notified of the claim may help us to progress the claim more quickly.
Bodily injuries
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
Did all/ any of the individuals injured received medical assistance at the scene?
Was anyone taken to hospital?
Were any additional statements or comments noted by our policy holder, relating to the injuries?
Collision - multi-vehicle
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
How many vehicles were involved in the incident?
What were the details of the third-party(ies) involved? I.e. registration number, vehicle make and model, contact information
Was anyone injured in the incident?
If involved in a rear-end shunt with multiple vehicles, how many times was an impact felt?
If property was damaged in the collision, please provide details/images/information regarding the owner if applicable.
Collision - single-vehicle
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
What was damaged in the collision? I.e. tree, lampost, damage to third-party property.
What was the extent of the damage?
If applicable, what are the details of the third-party property owner?
Collision - abroad or with an overseas vehicle
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
For incidents in the UK involving an overseas registered vehicle:
What was the third party registration and country code? For Heavy Goods Vehicles (HGV), please provide the cab and trailer unit registration.
Were any copies/images of any documentation exchanged at the scene (such as a third party greencard, claim form/constat amiable). If so, please provide these.
For incidents outside of the UK:
Is your client's vehicle mobile/immobile?
What was the reason for the client's travel? Are they still overseas?
If a third-party was involved, is there a copy of a claim form/constat amiable/agreed statement of facts?
Fire
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
Where did the fire originate from?
What was the extent of damage done as a result of the fire?
Where was the vehicle when the fire happened?
Where is the vehicle currently located?
Were there any personal belongings in the vehicle?
Was anything in the surrounding area damaged as a result of the fire?
Were the emergency services notified? If so, please provide reference numbers and details.
Flood
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
What type of water caused the flooding? Was it from a storm, heavy rain, river bank burst or drains?
Was the vehicle being driven, stationary or parked and unattended at the time it was damaged?
How high were the water levels outside the vehicle (and if applicable, inside)?
If water entered the vehicle, where in the vehicle did it reach? E.g front footwells, boot, rear footwells?
If the vehicle was abandoned as a result of flooding, were any windows or doors left open?
Malicious damage
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
Does the vehicle require urgent recovery (due to increased risk of theft or injury)?
Any CCTV or footage captured of the incident?
Please provide images of damage caused where possible.
Has anything been stolen from inside the vehicle? If so, please provide item details.
Current vehicle location?
Theft (recovered/unrecovered)
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
What was the last known location of the vehicle? How often is the vehicle left at this location?
Was the vehicle locked and secured when last seen?
Where are key sets for the vehicle normally kept and are any sets missing?
Were there any personal belongings in the vehicle?
Has the theft been reported to the police via their non emergency number (101)? If so, please provide a crime reference number.
Is there any CCTV/security footage in the area where the vehicle was left?
Is there any tracking information available to help identify the whereabouts of the vehicle?
Has the vehicle now been recovered since the theft?
Windscreen
If your claim involves damage to glass only, your client can book their repair or replacement with one of our providers:
Autoglass - 0333 999 0100*
Auto Windscreen - 0800 587 6868*
National Windscreen - 0800 955 0108*
All they need to to provide is their vehicle registration number.
* 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. Calls to 0800 numbers from UK landlines and mobiles are free. For our joint protection telephone calls may be recorded and/or monitored.
Make a claim
You can notify us of the claim by phone, email or online. We'll assess your client's claim and guide you through the next steps to help get them back to normal, as soon as possible.
If it's an emergency, our lines are open 24 hours a day so we're there for when you and your clients need us the most.
Online
You can submit a new claim quickly and easily via our online process
Log into Aviva Broker and select 'Track Claim'. You can view a snapshot of activity on an outstanding claim for up to the last 90 days and gain real time updates on how the claim is progressing.
To help get your Commercial Motor claim escalation to the right place, please click on the link below to access your dedicated Commercial Motor contacts.
