Life & Pensions - Frequently Asked Customer Questions

You can find information about your policy, including current values, premiums, the type of policy you have, fund details and much more on your online account. 

If you haven’t set up your online account yet, don’t worry – it’s easy to do. And if you need any assistance along the way, just get in touch, and we’ll be there to help.

If you took out your policy with Friends First or with Aviva on or after 1 January 2021, you can access your documents through your online account.

Simply log in and go to the My Documents tab to view:

• Policy terms and conditions
• Policy schedules
• Disclosure statements
• Annual statements
• Payslips
• Letters and more

If your policy was taken out before this date, please contact us and we’ll be happy to assist you.

If you are the only owner of the policy, you can change your address online by following these steps:

1. Log into your online account.
Select My Services (top left-hand side of the screen).
Click Update my contact details.

2. Scroll to the bottom of the page and select Edit details.

If your policy has more than one owner, all owners must confirm the new address. Please complete this form and have all owners sign it. You can then either scan and email the completed form to us or send it by post.

Our email is: csc@aviva.com

Our address is:

Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5

To cancel your policy, you can write, email, or use this form.  

If your policy has more than one owner, all owners must confirm the cancellation. 

Our email is: csc@aviva.com

Our address is:

Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5

Before you cancel …

We strongly recommend speaking with your financial broker before cancelling your policy – especially if it includes life insurance or income protection. Your broker may be able to suggest alternative options, such as reducing your premium or adjusting your cover to better suit your current needs.

Cancelling your protection policy is a significant decision, so it’s important to ensure it’s the right one for you.

If your policy is a pension or investment, you may have the option to pause your contributions temporarily. Again, please talk to your financial broker before cancelling.

If you don’t currently have a financial broker, you can find one on the Brokers Ireland website. 

If you are the only owner of the policy, you can change your bank account details online by following these steps:

1. Log into your online account.
Select My Services (top left-hand side of the screen).
Click on Change my bank details.

2. Select the direct debit mandate and complete the form. 

If your policy has more than one owner, all owners must confirm the change. Please complete this form, ensure it is signed by all policyholders, and return it to us by

Email: csc@aviva.com

Post:

Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5

You can write, email, or use this form.  

If your policy has more than one owner, all owners need to confirm the new date. Please fill out this form and have all owners sign it.

You can then either scan and email the form to us or post it to us. 

Our email is: csc@aviva.com

Our address is:

Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5

You can find information about the fund your policy is invested in on your online account by following these steps:

1. Log into your online account.

Select the My Policies tab.

Choose the policy number you want to check.

Select the Values tab.

2. Scroll down to see your Current Fund Split.

You can get general information about our funds, such as fund prices and performance on our Fund Centre.

You can change your fund choice on your online account by following these steps:

1. Log into your online account.

Select the My Policies tab.

Choose the policy number you want to check.

Select the Values tab.

2. Scroll down to the bottom of the page and select Change Your Investment Fund Split.

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 don’t have a financial broker, you can find one on the Brokers Ireland website. 

(For savings and investment policies only – this does not apply to pension policies)

To withdraw money, you will need to fill out a Cash Request form. If the policy has more than one owner, all owners need to sign the form.

The form can be scanned and sent to us by email, or you can post it to our office. 

Our email is: csc@aviva.com

Our address is:

Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5

As you near retirement, it’s important to understand your options and make informed decisions. Your first step should be to speak with your financial broker, who can guide you through the process and help you choose the best option for your needs.

If you don’t have a financial broker, you can find one on the Brokers Ireland website. 

You can also download our Retirement Guide and claims forms from our Retirement options hub. 

If you don’t have a financial broker, you can find one on the Brokers Ireland website.

I have a visual impairment

We can provide your documents in Braille, audio or large print.

English is not my first language

If you need language support, let us know. With over 23,000 employees across Aviva globally, we may be able to connect you with someone who speaks your language.

I'm not comfortable using digital technology 

No problem. We can help you set up your online account over the phone. Just call us - we'll take care of it for you and explain how it works.

You can also watch our video, which shows how to:

• Log in to your account
• Update your contact details
• Pay outstanding premiums
• Check the value of your policy

A transcript of the video is also available.

And don’t worry – If you still aren’t comfortable using your online account, you don’t have to use it. We can still send all your documents to you by post. 

I want to nominate a trusted contact person?

If you’d like someone you trust to speak to us on your behalf, we can arrange that. Just get in touch and we’ll guide you through the process.  

If you are experiencing financial difficulties, there may be options available to help you manage your policy.

Your financial broker is the best person to speak to first. They can offer professional advice and may be able to help you find options that better suit your current circumstances, such as taking a break from paying your premiums or altering your protection cover to better suit your current needs.

If you don’t have a financial broker, you can find one on the Brokers Ireland website.

You can also get in touch with the Money Advice and Budgeting Service (MABS) who provide a free and confidential service.