Cancel Aviva the easy way

Overview

Aviva is a UK-headquartered insurer and financial services group offering personal and commercial insurance, life cover, pensions, savings and health services. Aviva sells products including life insurance, over-50s plans, motor and home insurance and wellbeing add-ons.

Core products

Representative product pricing published by Aviva includes life insurance from £5 per month, an Over 50s plan from £7 per month, optional Aviva DigiCare+ annual health check priced at £39.95 per year, and Motor Injury Protection Plus priced at £120 for specified cover. Details on policies and services are available on Aviva help pages.

Company facts

For more on Aviva products and FAQs visit Aviva official site and the life insurance FAQ at Aviva life insurance FAQs.

Web

1. Sign in to My Aviva using your credentials.
2. Open the policy you want to cancel and look for the cancellation option or contact link.
3. Follow the on-screen steps to confirm cancellation or to request a callback for confirmation.
4. Save any confirmation screens and keep policy number and timestamps.

iOS

1. Open the MyAviva app on your iPhone and log in.
2. Go to Policies, select the policy to cancel and choose the cancellation or contact option.
3. Follow prompts and record any confirmation information shown.

Android

1. Open the MyAviva app on your Android device and sign in.
2. Navigate to the relevant policy and use the cancellation option or contact support from within the app.
3. Keep screenshots of confirmation messages.

Phone

1. Find the correct customer service number for your product on your policy documentation or Aviva official site.
2. Provide your policy number and confirm you want to cancel the policy.
3. Ask the agent for confirmation details and a reference code.
4. Request a written confirmation by email or post.

Email

1. Use the support email shown in your policy documents or [email protected] for investor relations queries only; customer service contact details are on policy documents and on the official site.
2. State your policy number, full name, date of birth and clear cancellation request in the message.
3. Attach identification if requested and ask for written confirmation.

Post

1. Write a signed instruction stating your name, policy number, date of birth and explicit request to cancel the named policy.
2. Send the letter by recorded delivery to: Aviva, Fenchurch Street, EC3M 4AE London, United Kingdom.
3. Keep proof of posting and note the delivery date as your cancellation instruction date.

Cooling-off (statutory 14 days)

The Consumer Contracts Regulations 2013 give a 14 day cooling-off period for most insurance policies bought online or off premises. If you cancel within this period you are entitled to a refund. Aviva states that if cover has already started they may deduct a charge for the time you were covered; motor policies have a specific admin charge of £25 if you cancel within 14 days after cover has started. See Aviva cancellation guidance.

Applicable law: Consumer Contracts Regulations 2013.

Price increase

If Aviva raises your premium and you wish to cancel because of a price increase, check your policy documents for specific rights. The Consumer Rights Act 2015 protects against unfair contract terms. Keep the written notice of the price increase and your cancellation request.

Applicable law: Consumer Rights Act 2015.

Moving house (change of risk)

If you move address you must tell Aviva. You may have the right to cancel if the policy terms change because of your move. Provide proof of new address such as a signed tenancy agreement or completion statement.

Applicable law: Insurance Conduct rules referenced by Aviva and Customer contract terms.

Death of the policyholder

If the policyholder dies, the executor or next of kin should contact Aviva with a copy of the death certificate and the policy number to cancel or transfer cover. Keep the death certificate and correspondence as proof.

Applicable law: Insurance contractual terms and standard probate process.

Legitimate grounds accepted by Aviva

Aviva accepts statutory cooling-off cancellations and cancellations for changes in circumstance where the policy terms allow. Aviva travel policies state full refunds in the 14 day cooling-off period provided no travel has occurred and no claim or incident likely to lead to a claim has arisen. See Aviva travel policy PDF.

Applicable law: Consumer Contracts Regulations 2013 and ICOBS where applicable.

End of commitment

If your contract expires at the end of a fixed term, inform Aviva before renewal if you do not want auto-renewal. Keep your renewal notice and confirmation of cancellation. The CMA expects clear cancellation terms for auto-renewal situations.

Applicable law: CMA guidance and contract terms.

Before cancelling: negotiate

Aviva may offer price or cover adjustments on renewal as part of retention activity but Aviva does not publish a standard list of retention offers. Ask Aviva via phone or My Aviva for a renewal review, multi-policy discount or a quote that removes optional extras. If you hold multiple qualifying Aviva policies you may qualify for a 10% discount on new Aviva Signature car insurance policies if you are an existing qualifying Aviva policyholder, as published by Aviva. Ask for any available discount and request the exact offer in writing before cancelling.

What cancelling saves you

Use your actual premium figures when deciding to cancel. Examples using Aviva published prices:

• Life Insurance example: £5 per month x 12 = £60 per year.
• Over 50s Life example: £7 per month x 12 = £84 per year.
• DigiCare+ annual health check: £39.95 per year.
• Motor Injury Protection Plus: £120 per year.

Compare with a named competitor where a public price is available: Legal & General example shown at £5 per month and £60 per year for a comparable product. Calculation example: cancelling an Aviva life policy at £5 per month saves £60 per year. If you switch to Legal & General at £5 per month you save 0% on premium but switching may change cover specifics. See Legal & General example in the competitor section.

Key laws and regulators

The relevant UK laws and regulators are the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015 and FCA rules including ICOBS for insurance conduct. The Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) regulate conduct; disputes can be taken to the Financial Ombudsman Service.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give consumers a 14 day cooling-off period for most contracts concluded online or off premises. Refunds are due for cancelled policies within that period, although insurers may deduct a proportionate amount for cover provided and an administration charge where published. Aviva states motor cancellations within 14 days after cover has started incur a £25 charge; after 14 days a £50 charge applies for certain online/premium products as published by Aviva.

Escalation steps

1. Complain to Aviva through the official customer service channel and keep written records. 2. If unresolved, escalate to the Financial Ombudsman Service. 3. Seek Citizens Advice for guidance on consumer rights. For card payments, consider Section 75 or chargeback with your card issuer where applicable.

Check final bill and refund

Confirm the final premium statement and any refund amount. If you cancelled within the 14 day cooling-off and no claim has been made, you are entitled to a refund subject to any deduction for time on risk as Aviva explains in their policy notes.

Access to documents and records

Download and save your final policy schedule, cancellation confirmation and any correspondence. Keep proof of cancellation such as emails, recorded delivery receipts or reference numbers.

Re-activation and future cover

If you later need cover, request a written new quote. Be aware that cancelling and later reinstating cover may change premium and terms based on your circumstances at that later date.

Use this checklist to complete a cancellation cleanly and protect your rights.

• Find your policy number and policy documents.
• Decide the cancellation channel and prepare ID and payment proof.
• If within 14 days, state you are exercising your cooling-off right under the Consumer Contracts Regulations 2013.
• Send cancellation by your chosen method and retain proof (email copy, screenshots, recorded delivery receipt).
• Request written confirmation and any refund calculation.
• Check bank or card statements for refunded premiums within the time frame provided by Aviva.
• If you disagree with charges, complain to Aviva in writing and then escalate to the Financial Ombudsman Service.