To find your Aviva life insurance policy, start with MyAviva, the online account where Aviva says most customers can see their policy information and cover details, and keep your policy number to hand for the phone. Which phone line is right depends on how that number begins or ends. Cannot tell which of your papers came from Aviva? An FCA-authorised broker can help untangle whose paperwork is whose, and you reach one by using the form on this page, with a ring-back that costs nothing.

Do you have an Aviva policy, or one that only looks like it?

Two kinds of policy get mistaken for each other. Cover bought from Aviva itself, or through a bank such as NatWest, sits with Aviva Life & Pensions UK Limited. A policy first written by AIG Life or by Aviva Protection UK is looked after by the same company today but is handled in a separate part of Aviva's site, and the help page Aviva keeps for those customers says "you can’t view these policies on MyAviva". If your letters carry either of those older names, the page on AIG Life policies now held by Aviva is the right one to read, and the rest of this page is not.

Sold directly on aviva.co.uk, the current products are called Life Insurance Plan, Critical Illness Plan and Over 50s Life Insurance. Other Aviva policy documents use names such as Life Insurance+ and Whole of Life Insurance+. A paper marked with one of those names is still an Aviva policy. Aviva life insurance in the UK explains how the plans differ.

Aviva also lists customer service lines for policies that began elsewhere before the business came to Aviva. Its contact page names Friends Life, Friends Provident, AXA, Bupa Health Assurance, Royal Bank of Scotland and NatWest, and Hamilton Life, each with its own number or numbers (some by policy-number prefix). If your papers carry one of those names, use the number Aviva lists against that name rather than the table further down.

How do you see an Aviva life policy on MyAviva?

Aviva's life insurance page says: "You can go online to check your cover, see your policy documents, and keep your details up to date". Its contact page for life customers adds that most can use MyAviva to view policy information and cover details and to get helplines and contact information.

The steps are short:

  1. Go to the MyAviva login page on aviva.co.uk and use the username and password you chose. Aviva notes the username "might be your email address".
  2. If you have not looked at any policy online before, Aviva says "you'll need to register". Use the Register link on the same page.
  3. Once in, look for your cover details and policy documents.

Two small practical points from the login page: you are logged out automatically after 20 minutes on one page, and there is a "Forgot your details?" link if the username or password has slipped your mind. Aviva also offers a MyAviva app, described as a way to manage policies on the move.

That covers a policy you hold yourself. A relative's policy is different, because it is their account and their details. If they have died and you are trying to locate what they held, the section on that below is the place to start.

Which phone line matches your Aviva policy number?

Aviva's contact page splits its life insurance customer service lines by how the policy number is made up, so find your number first. Aviva lists these lines, read on 27 October 2026, and calls to its 0800 numbers from UK landlines and mobiles are free.

Your policy numberAviva Life Insurance customer service (UK)Open
Starts with BPL0800 285 1098Monday to Friday, 8:00am to 6:00pm
Ends with two letters0800 404 9538Monday to Friday, 8:00am to 6:00pm
Any other life policy0800 953 1777Monday to Friday, 9:00am to 5:00pm

All three are closed at weekends and on bank holidays. Calling from abroad uses a separate number on the same page for each group, and Aviva says charges may apply outside the UK. Aviva also says calls may be recorded or monitored.

Policies that came from NatWest or the Royal Bank of Scotland have their own line on that page, 0800 056 3432, open Monday to Friday 8:00am to 6:00pm. Over 50s policies share the life insurance service lines above. Free parent life cover has its own line, and quotes have another, but neither is for finding a policy you already hold.

Numbers change, so check the contact page again before relying on any of these.

If you would rather not phone, the same page offers an online form and a chatbot. Aviva says the chatbot is available "around the clock" and "can help you manage your account and point you towards the right team".

How do you get policy details, or change your name, address or payment date?

Aviva's contact page lists a set of separate requests, each with its own link. They include:

  • request policy information;
  • change the address on a policy;
  • change the name on a policy;
  • change the payment date;
  • get a quote to amend cover;
  • stop a cover increase (Aviva calls it "Notify us of increase opt-out");
  • cancel a policy.

The page also has "Consider your options" links under "Thinking of leaving us?" and for anyone affected by the cost of living. Anyone thinking of cancelling should read cancelling an Aviva life insurance policy first.

For a change that matters, such as a new name after marriage, ask Aviva on the first call whether it needs a document sent and whether the change can be made by phone.

What if the policy belonged to someone who has died, or you cannot find it at all?

When someone has died, Aviva's help and support page has a "Notify us of a death" route that says it will "guide you through the next steps". When the family knows an Aviva policy exists, this is the page to use, and making an Aviva life insurance bereavement claim explains who tells Aviva and which papers help. The wait afterwards is covered by how long Aviva takes to pay.

Aviva's list of what helps before a claim begins includes the policy number, but marks it "(if you know it)". If you are unsure whether the person held an Aviva policy at all, you can raise that on the free call-back from the form here, with no need to have the answer first.

Frequently asked questions

Can I check my Aviva life insurance policy status online?

Yes, through MyAviva. Aviva says you can check your cover there and see your policy documents. A policy that came from AIG Life or Aviva Protection UK is the exception, because those cannot be viewed on MyAviva.

How do I contact Aviva life insurance in the UK?

By phone on the line that matches your policy number, using the table above, or through the chatbot and the online form on Aviva's contact page. For the customer care number of a former AIG policy, use the AIG page linked at the top.

Does Aviva have a life insurance app?

Aviva's help page invites you to download the MyAviva app "to manage your policies on the move". A separate app, DigiCare+, comes with some direct life and critical illness plans; its extras are not part of your insurance contract and Aviva can change or withdraw them.

Can I download my Aviva life insurance policy documents?

Aviva says you can "see your policy documents" in MyAviva. If you need a paper or PDF copy, ask on the customer service line that matches your policy number.

What if I am an existing customer and want to buy more cover?

Aviva says there is a 10% discount when buying direct, whether through MyAviva, the website or by phone, if you already hold an Aviva-branded product, with a minimum premium of £5 a month. It does not apply to cover bought through price comparison websites.

If you cannot tell which insurer holds a policy, or want to compare it with what is on offer today, a call-back through the form is there when you are ready.

Sources