Life & Pensions
Manage your policies online
Avail of 24/7 access to view and manage your policy information.
Aviva Online Service Centre
With Aviva Online Service Centre you're in charge of your policies:
- Access policy details
- Update contact or bank details
- Request a tax certificate
- Pay outstanding premiums
- View policy documents and other correspondence
- Access a range of tools & calculators
How to guide for Aviva Online Service Centre
Watch our how to guide on everything Aviva Online Service Centre from logging in, registering, updating contact details and paying outstanding premiums.
Transcript
00:00:07 Welcome to the Aviva Online Service Centre where you can manage your Aviva Life & Pensions policies. The online service centre is available on www.aviva.ie/customer-service
If you have your user details you can input them and login, otherwise select register to create a new online account.
00:00:33 When registering you will be asked to submit the following details.
If you have already provided an email address to us, please use this email address when registering for the online service centre.
Once complete, click on the Submit button. You will receive two emails within 24 hours, one with your registration number, and a separate e-mail confirming your personal access code.
00:01:01 To log in, enter your 8-digit registration number, your date of birth in the format day, month, year and the requested digits from your personal access code.
00:01:15 Once logged in you will see your policies displayed on the home screen.
Across the top of the home screen, you have several options:
My Services allows you to:
· Change your premiu
· Update your contact details
· Pay premium arrears
· Request a tax cert
· Change your bank details
· Submit a query
For regular premium pension and investment policies you can amend your premium by selecting change my premium from the My Services menu.
Just select the relevant policy, type in your new premium, and click Submit.
00:02:00 Under update my contact details, you can edit your contact details by clicking Edit Details and inputting the revised information. You will be asked to submit a number from your personal access code before you can submit these changes. If you have any policies that are jointly owned, we will require written instruction from both lives assured to amend the address.
00:02:27 You can pay outstanding premiums using the Pay My Premium Arrears option.
Under My Services you can also request a Tax Certificate on relevant policies, just select the required policy number(s) and click Submit.
00:02:49 Change my Bank Details allows you to update the bank account for any Direct Debit collections on your policies. You will be able to see which policies are linked to each mandate.
To Submit a query directly to our Customer Service Team select Submit a query and fill in the required fields.
00:03:15 My Policies allow you to access information on your policies. Simply click on the policy number you wish to view.
Policy information is displayed in the following tabs:
· General details
· Values
· Life Assured Details
· Payments
· Documents
The General Details tab displays basic information about your policy
The Values tab contains information on any fund value in the policy, including the fund or funds in which the policy is invested. You can modify these funds by clicking on Change Your Investment Fund Split.
Once you click on Change Your Investment Fund Split you will be directed to this screen. All the funds available to your policy will be listed. Clicking on the fund name will open a fact sheet providing more detailed information on the fund.
Once you have made your selection, simply adjust the percentage on the right-hand side and click Submit. Confirmation will be sent once your switch has been processed. Visit the online service centre www.aviva.ie/customer-service.
The Payments screen displays premiums applied to your policy.
Under the Documents tab you will find correspondence issued to you for that policy.
On your home page you will find a quick link to all documents issued under all your policies, a link to our customer service web page and other tools and calculators.
00:05:13 Video ends
Group Pensions Online
For members, employers or trustees of Aviva group pension schemes.
EFT Payments to Aviva's Ulster Bank account
Please remember to update our bank account details for EFT payments linked to the following Aviva polices:
- Group Pensions
- Executive Pensions taken out before August 2020
- Corporate Master Trust Schemes
Life Claims
Death claims
We know this is a difficult time and we'll deal with your claim as smoothly as possible.
Specified Illness claims
Our dedicated claims team is ready to help make your claims process hassle-free.
Income protection claims
You've got enough to worry about. Let our dedicated claims team help you out.
Cash Requests
Need more information on full or part cash requests?
Need some Help?
End of Year Payment Dates 2024
As we approach the end of 2024, we would like to draw your attention to our End of Year Deadlines:
| Final Date for All Requirements | |
|---|---|
| Approved Retirement Fund Withdrawls | Friday 29th November |
| Retirement Claims | Friday 29th November |
| Investment Encashments | Friday 29th November |
Approved Retirement Funds (ARF) Withdrawals
To ensure all additional ARF withdrawals are issued before Christmas we must receive all requirements (i.e. signed instruction and a copy of bank statement within the last 12 months if account details are not on file) before Friday 29 November 2024. We will make the payment as soon as possible after we have received the request.
Unfortunately we cannot guarantee payment requests received after this date will be paid before Christmas or included in the 2024 tax year.
- Regular income payments for ARFs and Annuities will continue as normal. However, December payments may issue earlier due to the Christmas break.
- Change of bank requests will be prioritised to ensure payments issue correctly. Please let us know of any change in your bank details or address as soon as possible to ensure we are making payments to the correct account.
Retirement Claims
To ensure a retirement claim is paid before Christmas we must receive all claim requirements before Friday 29 November 2024. We will complete the claim as soon as we can once we receive the final requirements by this date.
Investment Encashments
To ensure an investment encashment is paid before Christmas we must receive all encashment requirements before Friday 29 November 2024. We will complete the encashment as soon as we can once we receive the final requirements from you or your financial broker by this date.
Read more about withdrawing cash from your policy
Please speak with your financial broker for advice on the above transactions. You can also get in touch with us using our Online Contact Form or call us on 1800 159 159.
Where can I find the current value of my policy?
Secure online access is available. In the meantime, please call us on 1800 159 159 and we will be happy to help you.
We also send you a yearly statement telling you how your investment is performing.
The prices of most our funds are updated regularly on our website. You can also compare funds, review fund performance and view fund information.
How do I change my address?
We can do this for you straight away over the phone. Please call our Life Customer Service Team on 1800 159 159 and we will be happy to change this for you.
Alternatively you can send us a signed instruction confirming your new address – this can be scanned and sent to us by email or sent by post to our office.
Email csc@aviva.com
Address Aviva Life & Pensions, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
Please note: If you have a joint policy we need confirmation from both policy owners to change your address.
Is my policy still suitable for me?
Check the suitability of your policy.
There is a risk that your insurance policy, particularly if it is a medium- or long-term product, may become less suitable, or entirely unsuitable, for you over time. This can happen for a variety of reasons, such as:
- your savings, investment or protection needs may change,
- your attitude to risk may be different now,
- your personal or financial circumstances may have changed,
- changes to your sustainability preferences
- equivalent products with lower changes or better fund options become available
Your financial broker is there to provide you with ongoing financial advice and assess the ongoing suitability of your insurance products. It is important that you regularly engage with your broker to review your insurance products to ensure they continue to meet your needs and to get appropriate advice, especially if your circumstances have changed.
If you do not have a financial broker, you can find one on Brokers Ireland: https://brokersireland.ie/
How do I cancel my policy?
We can do this for you straight away over the phone. Please call our Life Customer Service Team on 1800 159 159 and we will be able to cancel your policy. Alternatively you can send us a signed instruction confirming you wish to cancel your policy– this can be scanned and sent to us by email or sent by post to our office.
Email csc@aviva.com
Address Aviva Life & Pensions, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
We would recommend you speak to your financial advisor before cancelling any protection policy.
Please note: If you have a joint policy we need confirmation from both policy owners to cancel your policy.
How do I change the bank account you collect my premiums from?
We can do this for you straight away over the phone. Please call our Life Customer Service Team on 1800 159 159 and we will be happy to help you.
Email csc@aviva.com
Address Aviva Life & Pensions, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
How do I change the date you take my direct debit on?
We can do this for you straight away over the phone. Please call our Life Customer Service Team on 1800 159 159 and we will be happy to help you. Alternatively you can send us a signed instruction confirming you wish change the date– this can be scanned and sent to us by email or sent by post to our office.
Email csc@aviva.com
Address Aviva Life & Pensions, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
How do I make a payment with Electronic Fund Transfer (EFT)?
Electronic Fund Transfer (EFT) is a quick, easy and secure way to send us money.
Paying by EFT means that money can be transferred directly from your account to ours, quickly, easily and securely.
What is a Politically Exposed Person?
Politically exposed person means an individual who is or has at any time in the preceding 12 months been, entrusted with a prominent public function, including either of the following individuals (but not including any middle ranking or more junior official). Find out more.
I have an account with KBC or Ulster Bank. How can I update my bank account details with Aviva?
If you hold an account with either KBC or Ulster Bank, you will need to advise us of your new bank account details as soon as possible. This will ensure that your valuable cover with us remains in place.
You can change your bank details with us by:
- Updating your details by logging into your Aviva Online Service Centre Account. If you are not already registered, you can register via Online Service Centre Registration. (Recommended option as quickest and easiest)
- Using the switching service with your old bank.
- Completing a new Direct Debit Mandate and email to csc@aviva.com.
For further updates and support please visit Ulster Bank & KBC Customer Support below:
Making a Complaint
A guide to making a Complaint
We’re sorry you’ve had to make a complaint. We try to do everything we can to make sure you get the best possible service and we really value your feedback.
We’ll always listen to your complaint, think about how you would like us to resolve it and make sure you are happy with how we handle it.
We would like to make it as easy as possible for you to make your complaint.
- You can make your complaint here online
- You can call us on 1800 159 159 or 01 8987950. We are open Monday to Friday 9am to 5pm
- You can write to our Customer Experience department – Aviva Life & Pensions Ireland, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
To help us deal with your complaint, please tell us your policy number and contact details.
Annual and Terminal Bonus details
Here are the most recent Annual and Terminal bonus declarations.
Bonus Declaration July 2024 Series 3 & 4
Bonus Declaration July 2024 Series 7 & 8
Contact Us
We want to make contacting us as easy as possible. You can contact us by phone, email or post! You can also drop into us at our office in Dublin.
Existing customers
1800 159 159
Landline
01 898 7950
Monday: 9:00a.m. - 5:00p.m.
Tuesday: 9:00a.m. - 5:00p.m.
Wednesday: 10:00a.m. - 5:00p.m.
Thursday: 9:00a.m. - 5:00p.m.
Friday: 9:00a.m. - 5:00p.m.
Saturday - Sunday: Closed
Email: csc@aviva.com
Visiting our office
Our office is located at Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.
We operate hybrid work practices, so to make sure you get the best experience when you visit, please call us first on 1800 159 159 to arrange your visit.
Important Note: We do not sell Life and Pension products directly to customers or offer financial advice. If this is what you need, please contact a financial broker.