Critical illness insurance frequently asked questions

To tell us about a change of name please contact us. An original or certified legal document might be needed as proof. If your policy was previously with Friends Life, contact us.

No. Your cover is based on your smoker status when you applied. As long as the information was accurate at the time, your premiums are guaranteed, regardless of any changes to your personal health.

If your policy was previously with Friends Life, this may not apply, so check your policy documents or contact us.

If you've moved house, please contact us or write to Aviva Life, Norwich BCC, PO Box 520, Norwich, NR1 3WG.

If your policy was previously with Friends Life, contact us, as the above may not apply to you.

Yes, you can. You have a 30-day cooling-off period from your policy start date, or from when you get your policy documents (whichever is later), to change your mind. If you cancel within this time, we'll refund any premiums you've paid. Remember, there’s no cash value, and if you cancel your policy, you won't be able to make a claim.

If you want to cancel the policy after the cooling-off period ends, your premiums won’t be refunded.

If you're thinking of cancelling your policy, please contact us. , or write to Aviva Life, Norwich BCC, PO Box 520, Norwich, NR1 3WG.

If your policy was previously with Friends Life, check your policy documents or contact us.

Yes. You can make a claim over the phone by calling 0800 015 1142. Our UK-based claims team will discuss your claim and can complete the claim form for you. This tends to be the quickest way to get the claim process started.

If you're considering making a claim, see our claims process. If your policy was previously Friends Life, contact us.

For our joint protection, telephone calls may be recorded and/or monitored.

We will aim for the payment to be with you as soon as possible. If 10 working days has passed and you haven’t received your payment, please contact us on 0800 015 1142.

For our joint protection, telephone calls may be recorded and/or monitored.

We'll need to request reports from your doctors to confirm details of your illness and/or treatment. These will be compared to the cover set out in your policy and any details of your health you provided when you first took out your policy. If you've been provided with detailed medical letters already, giving us a copy of these can help us to assess the claim more efficiently. You'll be asked to provide contact details for your GP and for any specialists responsible for your care. For cancer claims, if you have a cancer nurse specialist, they may also be able to help us verify your claim. We'll let you know along the way what evidence we've requested and anything that is still outstanding before we can accept your claim.

We’ll pay the money for a claim electronically by Faster Payment, BACS or by a telegraphic transfer.

If the condition you're claiming for isn't covered by your policy, or if the policy wasn't in place when what you're claiming for happened, we would decline the claim.

However, contrary to popular belief, insurers don't try to avoid paying claims. We publish claims figures every year, and in 2023, we paid 99.6% of life insurance claims and 92.5% of critical illness claims.

When you apply for cover, make sure your answers are true, full and accurate, or this could impact any future claim.

If you're unsure about anything when applying or claiming, contact us.

Premium protection used to be an optional extra with some of our life insurance policies.

If you have this option, we may be able to waive your insurance premiums if you're incapacitated for a certain length of time, depending on what’s covered by your policy. Check your policy booklet or call 0800 015 1142 if you’re unsure about what’s covered.

If your policy was previously with Friends Life, contact us to check if this applies to you.

For our joint protection, telephone calls may be recorded and/or monitored.

You may qualify for premium protection if you've been incapacitated for one, three or six months (the deferred period), depending on your policy.

You can find your policy’s deferred period in your policy schedule. If you think you’re entitled to claim, continue paying the premium until you’ve contacted us and we’ve confirmed the claim is accepted.

Children's benefit is automatically included in any personal policy that includes critical illness cover. We'll pay £25,000, or 50% of the main critical illness benefit (whichever is lower), if any of your natural, step or legally adopted children are diagnosed with one of the children's critical illnesses or conditions we cover during the term of the policy.

If one of your children dies during the term of the policy, we'll pay a lump sum of £5,000. Children are covered from 30 days old until their 18th birthday (or their 21st birthday, if they’re in full-time education).

We'll only pay out one critical illness claim for each child under the policy. We'll pay a death claim for a child, even if we've previously paid out on a critical illness claim for them. If we pay out under children's benefit, the policy will continue to provide cover for you and any other eligible children you have.

If you already have an existing policy with us, check your policy documents to see what cover is included. If your policy was previously with Friends Life, contact us to check if this applies to you.

If you have an Aviva and Aviva plus or an online policy, you can get in touch with us using a qualified BSL interpreter for free as part of our partnership with online video interpreting service SignLive.

You can contact us using this service if you need to talk about setting up a new policy, making a claim or have a customer service query.

If this service does not meet your needs, there are further ways to contact us, including using one of our online forms or LiveChat. You can also deal with your query your self by logging in to MyAviva. For all the ways to get in touch with use, see our contact us page.