Aviva contact at a glance

Aviva UK contact in 60 seconds (2026)

✓Your policy number: the right line for your cover is on your policy documents.
✓MyAviva: manage cover, documents and most claims online.
✓Official contact pages: aviva.co.uk lists the current line for each product.
✓Travel emergency: the 24/7 number is on your travel policy and insurance card.
✓Head office: 80 Fenchurch Street, London EC3M 4AE.
✓Complaint escalation: Financial Ombudsman after 8 weeks.

Have your policy number to handEvery Aviva contact line will ask for your policy number, postcode and date of birth before they can discuss the policy. Grab it from MyAviva or the schedule of cover before you call.

How to contact Aviva by phone

Aviva does not run a single switchboard that covers every product. It uses separate lines for car, home, travel, life, pet, health, pensions and breakdown, and those numbers are revised from time to time. To avoid being misdirected, use the number tied to your own policy rather than a generic one.

  • Your policy documentation: the correct number for your specific cover, including sales, service and the relevant 24/7 claims line, is printed on your policy schedule and certificate;
  • The MyAviva account and app: log in at direct.aviva.co.uk to view documents, change cover, renew and make most claims, which is usually faster than calling;
  • The official Aviva contact pages: aviva.co.uk/help-and-support/contact-us lists the current phone number and opening hours for each product;
  • Travel medical emergencies abroad: the 24/7 worldwide assistance number is printed on your travel policy documents and your insurance card, so keep it with you when you travel.

Why we no longer list a single number hereInsurer phone lines are routed by product and revised periodically, and a generic, out-of-date number sends callers to the wrong team. Your policy paperwork and Aviva's official contact pages are always the authoritative source for the line that reaches the team handling your cover.

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

Aviva contact online

Aviva has invested heavily in digital channels, and 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, or 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

Aviva for businessesBusiness customers (SME and corporate) are served by a separate Aviva commercial team, usually through an appointed broker. Do not use the personal-lines contacts for commercial cover, use the broker or business channel shown on your policy documents.

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;
  • 80 Fenchurch Street;
  • London EC3M 4AE;
  • United Kingdom.

Aviva moved its registered office and London head office from St Helen's, 1 Undershaft to 80 Fenchurch Street in December 2023. The group also operates large UK hubs in Norwich, York, Bristol, Perth and Glasgow, but for any policy matter you should use the correspondence address printed on your schedule rather than a head office address.

Aviva complaints procedure

Aviva is required by the Financial Conduct Authority to handle complaints to a set timetable and to publish complaints data twice a year. If Aviva does not resolve your complaint, you can escalate free of charge to the Financial Ombudsman Service.

Step 1: contact Aviva directly

The fastest path to resolution is always through Aviva first. Raise a case through MyAviva secure messaging, use the complaints contact on the official Aviva contact pages, or write to the customer relations address shown on your policy documents. 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

Aviva does not publish a single switchboard covering every product. The correct number for your cover, whether that is car, home, travel, life, pet, health or pensions, is printed on your policy documents and shown for each product on the official Aviva contact pages. The MyAviva account and app can also handle most requests without a call.

The 24/7 worldwide medical assistance number is printed on your Aviva travel policy documents and on your insurance card. Save it on your phone before you travel, as it is the only line that can authorise hospital admission and repatriation abroad on Aviva travel insurance. Using the number tied to your own policy makes sure you reach the right assistance team.

Yes. Most motor, home and pet claims can be started through the MyAviva app or website. For accidents involving injury, theft or third parties, you should still call the claims line shown on your policy documents so a handler can take a statement and authorise emergency repairs or replacement cover.

Aviva must send a written final response within eight weeks. Many complaints are resolved sooner and receive a short summary resolution letter; only escalated cases reach the full eight-week window. If you are still unhappy, you can refer the complaint to the Financial Ombudsman Service.

The Aviva plc head office is at 80 Fenchurch Street, London EC3M 4AE, following the move from 1 Undershaft in December 2023. Do not send policy correspondence there; use the address on your policy schedule instead.

Aviva and Direct Line Group brands continue to use separate phone numbers and customer-service teams after the 2025 acquisition. If you hold a Direct Line, Churchill, Privilege or Green Flag policy, keep using the numbers on that policy schedule rather than Aviva's own contact channels.