Aviva offer car, home, travel, life and health insurance. Here’s how to make a claim or complaint.
- Phone
- 0800 015 1142
- Website
- aviva.co.uk
- Head office
- Norwich, England
Making a claim against Aviva
If Aviva has caused you a financial loss, you may have grounds to claim compensation. Claims are decided on the facts and the evidence you can provide, so it helps to understand what you can claim for before you begin.
This guide explains the types of claim common across the insurancesector, the steps to take first, and the evidence you’ll want to gather.
Claims may include:
- Wrongly rejected or reduced claims
- Undervaluation of vehicles, homes or possessions
- Unfair reliance on policy exclusions or small print
- Allegations of non-disclosure or misrepresentation
- Mis-sold policies or add-ons
- Avoidable delays in settling a claim
- Poor claims handling or communication
What can you claim for?
- Rejected claim
Was your claim turned down over an exclusion or alleged non-disclosure?
Learn more - Undervalued settlement
Were you offered less than your vehicle or possessions were worth?
Learn more - Mis-sold cover
Were you sold a policy or add-on you didn't need or weren't told about?
Learn more - Claim delays
Has the insurer delayed, mishandled or ignored your claim?
Learn more
Before you claim
- 1Complain to the insurer
Put your complaint in writing and ask for a final response.
- 2Wait for their final response
They have up to eight weeks to reply before you can escalate.
- 3Gather your policy and evidence
Keep your schedule, correspondence and any independent valuations.
- 4Consider the Ombudsman or a claim
If unresolved, the Financial Ombudsman is free; we can help with next steps.
Evidence checklist
- Policy schedule and wording
- Claim reference number
- The insurer's rejection or offer letter
- Independent valuations or repair quotes
- Photos of the item or damage
- Receipts or proof of ownership
- Correspondence with the insurer
- Final response letter
- Ombudsman outcome (if applicable)
Start your claim
Tell us a little about what happened and we’ll help you check whether you have a valid claim against Aviva.
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Frequently asked questions
Can I challenge a rejected insurance claim?
Yes. If you believe the provider relied unfairly on an exclusion, or wrongly claimed you failed to disclose something, you can complain and then ask the Financial Ombudsman Service to review it for free.
My payout seems too low — can I dispute it?
Yes. A settlement should reflect what your vehicle or possessions were actually worth, so supporting it with independent valuations, replacement quotes and photos taken before the loss can strengthen your case.
What if I got something wrong on my application?
Under the Consumer Insurance (Disclosure and Representations) Act 2012 an honest mistake should not automatically void your cover; an insurer is generally only entitled to refuse a claim where the misrepresentation was careless or deliberate.
Is there a time limit for complaining?
As a general guide you have six years from the event, or three years from when you knew (or should have known) you had cause to complain, whichever is longer. It is best to act promptly.
Do I need a solicitor?
Not usually. Most insurance complaints can be pursued directly with the provider and then the Financial Ombudsman Service free of charge, though professional support can help with larger or more complex losses.
This information is general guidance and is not legal advice.
Relevant legislation
The main laws and regulations that may apply to a claim in the insurance sector:
- Consumer Insurance (Disclosure and Representations) Act 2012
- Insurance Act 2015
- Consumer Rights Act 2015
- Financial Services and Markets Act 2000
Check whether you can claim money back from Aviva in a few minutes — no obligation.