This FAQ page covers policy information purchased through aviva.co.uk and our contact centres. If you have an Aviva Online, Premium, Plus, Flex or Select policy, you can check your details by logging in to MyAviva.
No, we’ll treat refugees as guests, and you don’t have to tell us that they’re staying with you. They’ll be covered by your policy in the same way as any guests living in the home.
If you have moved already you may be able to change your address by logging into MyAviva if you hold:
Alternatively, please contact our customer support team:
Please note if your policy number starts with the letters CVH, CHH, AVP or your policy is due for renewal you will need to Contact Us.
Our contents insurance includes cover for your contents while being moved by professional removers from your existing home (provided we are already insuring your contents at this address) to your new permanent home (including temporary storage in a recognised storage depository for up to seven days).
If you're a new customer, for cover limits and exclusions (such as money, jewellery and watches) please see our policy booklet.
If you're an existing customer, for cover limits and exclusions (such as money, jewellery and watches) please refer to the documents section of MyAviva on the policy you wish to view.
For buildings "Limited Accidental Damage" covers accidental damage to any fixed glass, sanitary fittings or service pipes and cables. For example, accidentally breaking your hand basin.
For contents it covers accidental damage to non-portable home entertainment equipment, mirrors and glass in furniture. For example, if you accidentally drop your TV while moving it to decorate.
For buildings "Extra Accidental Damage" extends the "Limited Accidental Damage" cover to over accidental damage to the rest of the building. For example, putting your foot through the ceiling while in the loft.
For contents this extends the limited cover to cover accidental damage to most contents. For example, spilling a glass of red wine on your carpet or sofa.
If you're a new customer please see our Policy Booklet for the exclusions or, if you're an existing customer, please refer to the document section of MyAviva on the policy you wish to view.
Under contents insurance we will automatically provide cover for loss of or damage to mobile phones caused by any of these events whilst in the home:
To cover a mobile against accidental damage in the home you will need to select Extra Accidental Damage cover.
If you would also like to be covered away from home you will need to select Personal Belongings cover.
For cover limits, exclusions and further information please see our overview of benefits.
Mobile Phone's can be covered against Accidental Damage whilst in the Home on AvivaPlus under the Accidental Damage cover. This is included as Standard on the Premium Tier and is an option on the Regular Tier. If you would like the item covered away from the Home, this would be covered under the "Accidents and Thefts away from the Home". This cover is included on the Premium Tier as Standard and is optional on the Regular Tier.
Please note both of these covers are not available on the Basic TIer.
Legal services cover provides expert legal help when you need it most.
We will provide you with a lawyer, if you need one, and legal funding of up to £100,000 to pursue or defend cases in court, including:
You can add legal cover to your quote in the "Your quote" page.
If you have an existing policy you can add legal cover at renewal using MyAviva. Once logged in follow the below steps:
Use the "Your policies" button > then use the "Details" button on the policy you wish to view > Then choose "Amend my policy" > Under the appropriate cover select legal cover. Legal cover cannot be added mid-term.
If you're a new customer, for cover limits, exclusions and further information please see our Policy Booklet.
If you're an existing customer, for cover limits, exclusions and further information please refer to the documents section of MyAviva on the policy you wish to view.
Aviva home emergency cover provides you with expert help with emergencies at your property.
Emergency situations covered include:
You can add Home Emergency Cover to your quote in the "Your quote" page.
If you have an existing policy you can add Home Emergency Cover using MyAviva. Once logged in follow the below steps:
Use the "Your policies" button > Then use the "Details" button on the policy you wish to view > Then "Amend my policy" > Under the appropriate cover select "Yes" next to Home Emergency.
If you're a new customer, for cover limits and exclusions please see our Policy Booklet.
If you're an existing customer, for cover limits and exclusions please refer to the documents section of MyAviva on the policy you wish to view.
With buildings cover outbuildings used for domestic purposes are automatically covered up to the total buildings sum insured provided the outbuildings are all at the same address shown on the schedule.
Contents insurance provides cover of up to £2,500 for the contents of your garage or any outbuildings on your property. This cover applies to theft claims only; we pay up to the sum insured for any other types of claims e.g: fire.
Cover limits and exclusions apply so for further information please see our Policy Booklet.
With AvivaPlus your outbuildings and contents in outbuildings are covered as standard under your core cover provided the outbuildings are all at the same address shown on the schedule. With AvivaPlus there is no longer a theft restricition, it will be covered under the contents sum insured on your chosen tier.
Pedal cycles are automatically covered as part of your contents cover when they are kept inside your property. Some limits and exclusions apply - please see below for details of where to find these.
If you want to cover your cycles away from home including worldwide cover, you will need to add Pedal Cycle cover to your policy.
New customers
You can cover cycles from £300 to £5,000 online. Visit here for a quote or if you've already received a quote and would like to add this, go here.
If you require extra cover, we can cover cycles up to £5000. Please contact us.
For the cover limits visit here. See our policy booklet for details of the cover and exclusions.
Existing customers
You can add Pedal Cycle cover to your policy using MyAviva. Once logged in follow the below steps:
See your policy schedule for the cover limits and your policy booklet for details of the cover and exclusions.
With AvivaPlus your Pedal Cycles will be covered inside the home as part of your contents cover. Whilst away from the home they will be covered worldwide under your "Accidents and Thefts away from the home" cover. This cover is included as standard on the Premium Tier and is an optional cover on the Regular Tier.
Please note this cover is not available on the Basic Tier.
Personal Belongings cover is cover for your personal items (e.g. mobile phone, laptop, jewellery, camera equipment) while you are in or away from your home. Any personal item worth more than £2,000 will need to be specified on your policy.
You can add Personal Belongings cover to your quote in the "Your quote" page.
If you're a new customer, for cover limits and exclusions please see our Policy Booklet and for further information please see our Overview of benefits.
If you're an existing customer, for cover limits and exclusions please refer to the documents section of MyAviva on the policy you wish to view.
On AvivaPlus we call this cover "Accidents and Thetfs away from the home". This cover will cover all items defined above with no single article limit. Meaning no items need to be specified on AvivaPlus. This optional cover is included as standard on the Premium Tier and is an optional cover on the Regular Tier. Please note this cover is not available on the Basic Tier.
Cover is provided on a new for old basis (except for clothing). We may choose to settle by one of the following methods:
Our standard excess is £200 but you can select different excesses for both buildings and contents insurance, the minimum being £100. You can select these in the "Tailor your policy" section on the "Your quote" page.
If you have a subsidence claim the standard excess is £1,000 (this figure can change depending on the history of your property/area).
If you are an existing customer you can review your excesses in MyAviva. Once logged in follow the below steps:
For AvivaPlus policies If you make an escape of water claim the standard excess is £450 (this figure can change depending on your level of cover and your standard excess).
We provide £10,000 of cover for valuables in the home as standard. We consider valuables to be items such as:
As standard, we'll pay up to £2,000 for a single item. If you have any individual items which are worth more than £2,000 these will need to be specified.
If you are a new customer you can specify items under the "Personal items" section on the "Your quote" page.
If you have an existing policy you need to specify any items please contact us.
With AvivaPlus you have a maximum of £5000 valuables cover on the Basic Tier, £20,000 valuables cover on the Regular Tier and £50,000 Valuables cover on the Premium Tier. Any items over £2000 no longer need to be specified.
Buildings insurance covers the main structure of your home. If your home were to subside, burn, or be damaged by extreme weather, your buildings insurance policy covers the costs of rebuilding or repair. It also covers any permanent fixtures in your home like built-in wardrobes, kitchen surfaces, taps, basins, baths and showers.
Our buildings insurance includes cover for outbuildings, boundary walls, gates, pools, drives and paths as standard.
If we’re repairing your home following a claim and your home is uninhabitable we’ll also cover the cost of suitable temporary alternative accommodation until the repairs are complete and it’s ready to live in again.
For detailed information please see our Overview of benefits.
Under contents insurance we will automatically provide cover for loss of or damage to laptops caused by any of these events whilst in the home:
To cover a laptop against accidental damage in the home you will need to select Extra Accidental Damage cover.
If you would like to be covered away from home you will need to select Personal Belongings cover.
For cover limits, exclusions and further information please see our overview of benefits.
The maximum total amount for items you can specify online is £25,000 for items outside the house with Personal Belongings cover and £20,000 for personal valuable items specified within the house.
If you wish to specify items which in total will equal more than the amounts above please contact us.
With AvivaPlus you have a maximum of £5000 valuables cover on the Basic Tier, £20,000 valuables cover on the Regular Tier and £50,000 Valuables cover on the Premium Tier. Any items over £2,000 no longer need to be specified.
We accept all major UK debit and credit cards, and there's no charge for paying by card. If you prefer paying monthly, you can set up a Direct Debit. Note that missing monthly payments could mean your insurance is cancelled and your credit score affected, which can make it more difficult for you to gain credit.
If your details are wrong, you can make most changes to your details and cover online using MyAviva, depending on what product you have.
If you want to make a change that you can't make online or need some help, please contact us.
For information on dealing with incorrect details for Travel insurance or Breakdown cover policy visit here.
You can pay for most of our policies in one lump sum by credit card or debit card.
Some policies offer direct debit or continuous card payments.
Your payment options will be made clear when you complete your quote.
Your renewal will be generated a month before your renewal date, we will send you a reminder in the post and we may also send you an email or text.
You can use MyAviva to check your renewal details. Once logged in find the policy you want to view and then use the "Renewal" button.
You can then also view all documents related to your policy.
For information on where to see your travel, breakdown or bike renewal visit here.
Unfortunately, you cannot cancel your policy online right now.
If you’d like to cancel your motor insurance policy mid-term, or from renewal, please contact us.
If you want to cancel your home policy mid-term, or from renewal, please contact us.
For policies other than home or motor insurance, find out who you need to speak to on contact us.
Once you've registered for MyAviva, all eligible policies registered in your name should be listed in your account automatically, including those where you are a joint policy holder.
If you can't see a policy, it could be because:
If you are still unable to see your policy in MyAviva please give us a call. You'll find the right phone number for your policy on our contact us page.
If you have chosen to receive documents online, they will be available to view and print in MyAviva within 24 hours of being generated.
Once logged in to MyAviva, go to the policy you want to view, then select the "Documents" button. You can then view all your documents.
If you have chosen to receive paper documents, please allow up to ten working days for them to arrive. If your documents do not arrive after ten working days please contact us.
You can change your direct debit details online quickly and easily using MyAviva.
Once logged into MyAviva simply follow the below steps:
Please note you won't be able to change your direct debit details if a payment is being processed or you are approaching renewal..
For payment queries please contact us.
To change the date of your direct debit payments please contact us.