Broker Collections

Online account management for brokers

Manage your account and payments

Aviva Broker Collections is our online account management system. This is updated daily and allows you to manage all of your account and payment activity with Aviva in one place. You can also process Card payments or set up Direct Debit payments on behalf of your customers.

Log into the Collections portal

Paying monthly

Commercial Lines Show more Show less

Introducing new monthly payment proposition, with no fees or interest, for Commercial Lines
 

From 20 July 2026, we’re simplifying how Commercial Lines customers pay monthly for their insurance. We’re moving away from our current premium finance product to a new monthly payment arrangement.
 

Monthly payments are available across our Digitally Traded, Mid-Market and Global Corporate & Specialty Lines policies, with no fees or interest charges for eligible customers.*  Your customers will no longer need to sign a separate credit or finance agreement, giving you and your clients a simpler, more consistent experience.
 

New monthly payment business

  • New monthly payment applications set up on or after 20 June 2026, with an inception date on or after 20 July 2026, will benefit from interest-free monthly payments where eligibility criteria are met.

Renewals

  • For policies currently paid by instalments and bound on or after 20 June 2026, with a renewal date on or after 20 July 2026, eligible policies will automatically move to the new monthly payments arrangement. 

What do you need to do?

There are two supporting documents relating to our monthly payment arrangement, designed for different customer groups:

  • ‘Paying Monthly – Important Information’ – for new customers choosing to pay monthly
  • ‘Notice to existing Monthly Payers’ – for customers who already pay by instalments


Copies of the documents can be accessed from the tiles below. Please share the relevant document with your clients before they decide how they'd like to pay.


For support with existing pay monthly customers, please refer to the dedicated migration FAQs in the Eligibility and FAQ section below.
 

* Excludes Probitas, Schemes and Multinational policies. Other eligibility criteria apply.

Target Market Statement

Paying monthly important information

Notice to existing monthly payers

Paper mandate guide

Commercial Lines eligibility and FAQs

Aviva Broker Collections commercial lines guide

Personal Lines Show more Show less

Premium Finance is designed for individual customers over the age of 18, as an optional add-on product available alongside our motor and home insurance products. It's a payment option which allows your customers to spread the cost of their insurance over monthly payments throughout the course of the insurance cover, instead of paying a large sum upfront for it.

Premium Finance is a loan and will incur an interest charge. Your customers need to be made aware that paying monthly will cost more due to this.

Target Market Statement

Personal Lines FAQs

Your guide to finance from Aviva

Financial Difficulty

How can you support your clients who are in financial difficulty?
Here at Aviva, we have a range of solutions to help.

Flexible cover

We can offer your clients the ability to adjust policy limits and cover requirements mid-term to reflect shifts in their exposure and operations to help their insurance premium reflect their business.

Please speak to your usual underwriter about flexible cover solutions.

Payment options

If your client is struggling to pay their premiums, it’s vital to talk to us right away. We can provide flexible payment terms for customers in financial distress and who pay by Direct Debit, as well as offering instalment facilities for customers who pay annually.

Please speak to your usual collections contact about payment options.

Urgent financial need

If your client is experiencing financial difficulty due to a claim, we'll aim to pay the claim as quickly as possible. If it's a large claim, stopgap payments may be paid to help keep your client afloat.

Please speak to your claims handler about stopgap payments.

Supporting your clients in financial difficulty

Your clients can get in touch with the following organisations to talk about debt concerns

Business Debtline

Money Advice Trust

Citizens Advice Bureau

Contacts and escalations

Broker statements

Speak to your credit controller if you have any queries about your account with us. You can find their contact details on your Statement View page on Aviva Broker Collections.

If you require access to an additional statement site, to manage your client’s payments, please contact the Collections team at brokercollections@aviva.com.

If you need to escalate an issue with your account, please follow the relevant escalation process below.

Direct Debit

For any queries about a client’s Direct Debit, call our Direct Collections team on 0800 068 5438* or email ddquery@aviva.com

If you need to escalate a Direct Debit issue, please follow our escalation process.

 

* Calls to 0800 numbers from UK landlines and mobiles are free. For our joint protection telephone calls may be recorded and/or monitored.

Statement escalation process Show more Show less

Step 1 – Contact your credit controller in the first instance
 

Step 2 – If the issue remains unresolved, please contact one of our credit control managers. Your credit controller will be able to confirm your credit control manager if you don't know who they are. Your Broker Development Manager will also be able to confirm this.

 

 

If no response is received within 2 working days - Level 1 Escalation, please contact

 

If no response is received within 2 working days - Level 2 Escalation, please contact

If no response is received within 2 working days - Level 3 Escalation, please contact

Direct debit escalation process Show more Show less

Step 1 – Contact your customer account team in the first instance

 

Step 2 – If unresolved, please contact our credit control manager

 

If your query is still unresolved please follow the escalation process - Level 1 Escalation please contact

 

If no response received within 2 working days - Level 2 Escalation please contact

 

If no response received within 2 working days - Level 3 Escalation please contact

 

* Calls to 0800 numbers from UK landlines and mobiles are free. For our joint protection telephone calls may be recorded and/or monitored.