Aviva Contact Numbers 2026: Phone, Online and Complaints

Aviva customer service by phone

Every important Aviva contact line is collected below. Numbers in Selectra blue are the ones most customers need on day one. All numbers are tappable to dial straight from a mobile and free or local-rate from a UK landline. International numbers begin with +44 and should be called without the leading 0 from outside the UK.

Hearing or speech impaired?Aviva accepts calls via the Relay UK service. Dial 18001 followed by the Aviva number you want to reach. Relay UK is free to use and works on landlines, mobiles and the Relay UK app.

International numbers and calling from abroad

If you are calling Aviva from outside the UK, drop the leading 0 from the number and prefix the UK country code +44. From most countries you can also reverse the charges through the local operator. The +44 (0)1603 208 408 travel emergency line is the only Aviva number that should be saved on a UK passport holder's phone when travelling abroad.

Standard mobile data roaming charges apply if you call via WhatsApp or another VoIP app, but the emergency assistance line is free to dial through most consular services and EU mobile networks under the EU Roam-Like-At-Home regime, which the UK retained on a goodwill basis after Brexit.

Aviva contact online

Aviva has invested heavily in digital channels and now resolves around 60% of UK personal-lines queries online rather than by phone. The fastest route for most non-emergency questions is the MyAviva app or web account.

MyAviva and the mobile app

• MyAviva web: log in at direct.aviva.co.uk with the username (typically your email address) and password you set when buying the policy.
• MyAviva app: available free on the iOS App Store and Google Play; supports Face ID, Touch ID and Android fingerprint sign-in.
• What you can do: view documents, change cover, add a named driver, renew, make most claims, access DigiCare+ digital GP and book a video appointment.
• Cannot do online: cancel a life or pension policy, complete some travel claims involving medical certificates, change the main policyholder.

Live chat and secure messaging

Aviva offers web chat from most product pages during UK business hours, plus secure in-app messaging through MyAviva. Live chat is a faster route than email for simple queries (cover confirmation, document copies, renewal questions). Secure messaging keeps a record inside MyAviva and is safer for sharing personal details than email.

Email and social media

• General queries: [email protected] ;
• Data protection: [email protected] ;
• Press office: [email protected] ;
• X (formerly Twitter): @AvivaUK for public queries; switch to DMs and never post a policy or payment number.
• Facebook: facebook.com/avivauk, manned during UK business hours.
• LinkedIn: linkedin.com/company/aviva-plc for corporate and recruitment enquiries.

Aviva for businessesBusiness customers (SME and corporate) have a separate Aviva Risk Management Solutions team. Email [email protected] or call your appointed broker; do not use the personal-lines numbers above for commercial cover.

Aviva head office and postal addresses

For policy correspondence and complaints, use the address printed on your policy schedule. The head office below is for corporate, investor and press matters only.

Group head office

• Aviva plc ;
• St Helen's, 1 Undershaft ;
• London EC3P 3DQ ;
• United Kingdom.

UK regional offices

Aviva employs around 22,000 people in the UK across the head office and a number of large regional hubs. Most personal-lines administration is handled from Norwich and York; pensions and life are concentrated in Bristol; technology and digital teams sit in London, Norwich and Glasgow.

• Norwich: Surrey Street, Norwich NR1 3NG (general insurance, the historic Norwich Union home) ;
• York: Wellington Row, York YO90 1WR (UK life and savings) ;
• Bristol: 105 Victoria Street, Bristol BS1 6AR (workplace pensions, group life) ;
• Perth: Pitheavlis, Perth PH2 0NH (the legacy General Accident campus) ;
• Glasgow: 8–10 Cadogan Square, Glasgow G2 7PH (digital, claims operations).

Claims correspondence by post

For motor and home claims correspondence, use the address printed on the schedule; in most cases it will be Aviva Claims, PO Box 6, Norwich NR1 3NG. For travel claims handled by Mapfre on behalf of Aviva, write to Travel Insurance Facilities Group, 1 Tower View, Kings Hill, West Malling ME19 4UY.

Aviva complaints procedure

Aviva is required by the Financial Conduct Authority to publish complaints data twice a year. Across the second half of 2025, Aviva UK General Insurance received around 3.1 complaints per 1,000 policies in force, broadly in line with the FTSE 100 insurer average and ahead of the Direct Line Group brands it acquired.

Step 1: contact Aviva directly

The fastest path to resolution is always through Aviva first. Call the dedicated complaints line on 0800 068 3781, raise a case through MyAviva secure messaging, or write to Aviva Customer Relations, PO Box 6, Norwich NR1 3NG. Make sure you include:

• Your policy number and any claim or quote reference ;
• A clear description of what went wrong and when ;
• Copies (not originals) of any supporting documents ;
• The outcome you want, whether that is a payment, an apology, a policy correction or a refund.

Step 2: Aviva's final response

Aviva must send you a written final response within eight weeks of receiving the complaint. The response will explain whether Aviva upholds the complaint, what it will do to put things right, and your right to escalate to the Financial Ombudsman Service. You have six months from the date of the final response to escalate.

Step 3: escalate to the Financial Ombudsman

If Aviva does not resolve the complaint within eight weeks, or you receive a final response you disagree with, you can escalate the complaint to the Financial Ombudsman Service free of charge. The Ombudsman is independent of Aviva and the FCA, and its decisions are binding on Aviva up to a maximum award of £430,000 for complaints referred from April 2024 onwards (with smaller limits for older complaints).

• Phone: 0800 023 4567 (free from UK landlines and mobiles) ;
• Email: [email protected] ;
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR ;
• Online: financial-ombudsman.org.uk/consumers/how-to-complain.

Pensions complaints go elsewhereIf your complaint is about an Aviva pension and Aviva cannot resolve it, the escalation route is The Pensions Ombudsman (pensions-ombudsman.org.uk), not the Financial Ombudsman. The same eight-week and six-month deadlines apply.

Aviva contact FAQ