Life & Pensions customers
Enjoy 24/7 access to your policies on Aviva Online Service Centre (OSC)
You can view and manage your retirement, life insurance, investment and protection policy information day or night.
- View your life & pension policies
- Request additional documents
- Change your contact details
To make your account easier to access and more secure, we’re introducing changes from
9 October to how you log in to your Aviva OSC.
Enhance your security
Help keep your account secure by adding MFA to verify it's really you.
Simplify your sign-in experience
Use your email address and password instead of your registration number and personal access code.
What's changing?
From 9 October, you’ll sign in using:
- your email address
- your password
- a verification code sent to your email or generated by an authenticator app.
After you update your account, you’ll no longer use your registration number or personal access code to log in.
Upgrading your account
Our short video will walk you through the steps required to upgrade your account
Transcript for video Upgrading your OSC Account
To upgrade your Online Service Centre Account, select Upgrade Account.
To get started, enter the details you previously used to access the Online Service Centre:
Your registration number
Your date of birth
The requested details from your Personal Access Code
Enter the email address you would like to use to log in to your account going forward.
We will send a verification code to this email address. Enter the code to confirm that the email address belongs to you.
Once your email address has been verified, create a secure password and enter it again to confirm.
When your password has been successfully created, you will see confirmation that your account has been upgraded.
You can now use your email address and new password to log in to the Online Service Centre.
Set up Multi-Factor Authentication to secure your account
Choose between two options
an Authenticator app
Or via email
To activate your account on the authenticator app, scan the QR code and input the code shown on the app.
Alternatively you can opt for Email MFA
Input the code delivered to your email.
Your account upgrade and MFA setup are now complete.
What is multi-factor authentication (MFA)?
Multi-factor authentication adds an extra layer of protection to your account.
In addition to your password, you’ll be asked to verify your identity using a second step - a verification code sent by email or generated by an authentication app. This helps ensure that only you can access your account, even if someone else knows your password.
What this means for you
- You'll be asked to verify your email address and set a new password.
- You'll need to choose between receiving the verification code via email or an authenticator app.
- We'll guide you through each step online, and you'll find answers to common questions below.
Frequently asked questions
We're updating how you sign in to your online account, known as the Aviva Online Service Centre, and introducing multi-factor authentication (MFA) to help protect your account and personal information.
We know you may have questions about these changes, so we've answered the most common ones below.
What's changing from 9 October?
Two things.
- First, if you've logged into your online account before, you'll need to upgrade your account.
Upgrading means that instead of using your unique registration number (URN) and personal access code (PAC) to log in, you'll use your email address and password. This should make signing in easier, as you won't need to remember your URN and PAC anymore.
If you haven't registered for an online account before, you'll need to register for one. It shouldn’t take too long to register. - Second, once you've entered your email address and password, you'll need to confirm it's you by using MFA.
You can find out more about MFA in our Understanding MFA FAQ.
Upgrading your account
From 9 October you can upgrade your account. You’ll need your eight-digit registration number. If you don’t remember your registration number, you can contact us.
If you haven’t yet registered for an online account
You’ll need to register.
To register, you’ll need to enter your:
- policy or plan reference number
- full name
- address
- email address
- date of birth
The email address will be your username, so it must be a valid email address that you have access to and hasn’t been used to set up another OSC account.
Please contact us if you have multiple customer accounts with Aviva Life & Pensions Ireland.
Logging in
Once you upgrade your account or register for a new account, you’ll be asked to confirm your details by using MFA.
New to MFA?
Don't worry if you're new to MFA. We've explained what it is, why it's needed and how to set it up in the Understanding MFA section below.
Understanding MFA
What is MFA?
Multi-factor authentication, or MFA, simply adds an extra layer of security to your account by asking you for more than one piece of information when you sign in.
First, you’ll enter your email address and password. We’ll then ask you to enter a verification code. You can choose to get the code from an authenticator app or we’ll send a code to your email. The choice is yours.
Why do I need to use MFA?
MFA helps us confirm that it is really you when you log in. This makes it harder for someone else to access your account, even if they know your password.
Do I need to use MFA every time I sign in?
Yes. You’ll need to complete an MFA check each time you log in to your account.
Can I turn off MFA?
No. MFA is needed to access your account and can’t be turned off.
Can Aviva bypass MFA for me?
No. We can’t bypass MFA.
Setting up MFA
How does MFA work?
There are two steps.
- First, you'll enter your email address and password.
- Next, you'll enter a verification code either:
sent to your registered email address or
generated by an authenticator app
You’ll only need to choose your authentication method the first time you sign in. After that, you'll continue to use the same method each time you log in. If you need to change your choice of authentication method, please contact us and we’ll be happy to help. .
What authentication methods can I use?
You can receive verification codes either by:
- email or
- through an authenticator app.
If you're not familiar with authenticator apps, don't worry. We explain what they are and how they work below.
What is email authentication?
Email authentication lets us send a security code to your email address when you log in. To help keep your account secure, you'll need to enter the code within five minutes of receiving it. After that, the code will expire and you'll need to request a new one.
What is an authenticator app?
An authenticator app helps keep your account secure. It provides a unique verification code that helps confirm it's really you every time you log in to your account. This can be used instead of email authentication.
How do I get an authenticator app?
You can download an authenticator app to your smartphone, tablet or laptop. Go to your app store, search for “authenticator app” and choose the app that you want to use. Then follow the on-screen instructions to complete the download.
Which authenticator apps can I use?
You can use an authenticator app, such as Microsoft Authenticator, Google Authenticator or similar apps available on your device’s app store. The choice of which app to use is yours.
We don’t provide or recommend a specific authenticator app.
What device do I need?
If using an authenticator app, you can use a smartphone, tablet or laptop.
If using an authenticator app or email for verification, it's important to choose a device you can access easily when logging in as verification codes expire after a short time – five minutes in the case of email or 30 seconds in the case of authenticator app.
Do I need internet access?
Yes. You’ll need internet access to log in to your account.
If you're using an authenticator app, you may be able to generate a verification code when you're offline, depending on the app. However, if you receive verification codes by email, you'll need an internet connection to receive them.
Can I receive the code by text message?
No. Text message verification is not available.
Why do I need to verify my email address?
Verifying your email address helps us to make sure that we have the right email address for your account.
How long does it take to set up MFA?
It should only take a few minutes. We'll guide you through each step online, including verifying your email address and setting up your chosen authentication method.
Problems logging in
What happens if I don’t set up MFA?
If you don’t set up MFA, you won’t be able to access your account.
I’ve used my online account before MFA was launched. How do I sign in?
If you’ve accessed your online account before, you will need to upgrade your account.
I’ve set up a new policy with Aviva and my invitation reference code for my new OSC account is not working. What should I do?
The invitation reference code is alphanumeric. Check that you entered the code exactly as shown in your invitation email. In addition, please check that the code hasn’t expired. The invitation reference code expires seven days after being sent. If the code still doesn’t work, you can contact us.
I didn’t receive an email verification code. What should I do?
Try these steps:
- Check your junk or spam folder.
- Wait a few minutes, then request a new code. If the new code still does not arrive, there may be a delay with your email or internet provider.
If you’re still having difficulty, contact us and we’ll be happy to help.
My email verification code is not working. What should I do?
Verification codes are numeric. Check that you've entered the code exactly as shown. Verification codes are only valid for five minutes so it may have expired.
Also, make sure you’re using the most recent code we sent as any earlier codes will no longer work. If needed, you can request a new code.
If you’re still having difficulty, contact us and we’ll be happy to help.
I received a verification code that I didn’t request. What should I do?
Do not use or share the code with anyone.
Make sure your password is strong and hasn’t been shared with anyone.
If you’re concerned about your account security, please contact us.
My authenticator app code isn’t working. What should I do?
Check that you are using the current code for the correct Aviva Life & Pensions account in your authenticator app. Enter the code before it changes. If it still doesn’t work, please contact us.
Important: Please do not remove or delete the “AvivaLifeAndPensions” entry in your authenticator app unless a member of our support team asks you to.
I see a message saying JavaScript is disabled. What should I do?
JavaScript is a feature that helps websites and online accounts work properly. It must be enabled in your browser for your online account and MFA to work.
If you don’t know how to do this or if you're still having difficulty, please contact us.
I’m stuck during setup. What should I do?
Read the message shown on screen and try the step again. If possible, use your browser’s ‘Back’ button and repeat the previous step.
If you still can’t continue, please contact us and tell us the message shown on screen.
My account is blocked. What should I do?
If your account is blocked, please contact us and we'll help you regain access.
To protect your personal information, we'll need to confirm your identity before we can help you access your account again.
Changing your password or MFA setup
How do I change my password?
Sign in to your online account and select “Change my password” under “My Services”.
We'll ask you to verify it's you using your chosen authentication method before you can create a new password.
Can I change my authenticator app later?
Yes. If you'd like to change your authenticator app, please contact us and we'll help you with this.
What should I do if I get a new device?
If you're getting a new device, try to keep your old one until you've set up MFA on your new device.
Install an authenticator app on your new device and follow the app provider's instructions to move your account across.
If you no longer have access to your old device, or you're having trouble setting up MFA on your new device, please contact us.
What should I do if my device is lost or stolen?
If you’re using an authenticator app, you may be able to restore your account using a backup, depending on the app you're using.
If you can't restore your account, please contact us and we'll help you regain access. We’ll confirm your identity and explain how to secure your account and reset your MFA.
If you use email for MFA, make sure your email account is secure and that only you can access it.
Keeping your account secure
What happens if my email address changes?
You can update your email address in your online account.
Once we've verified your new email address, you'll need to set up MFA again using your new email address.
Is MFA secure?
Yes. MFA adds an extra layer of security to your account by asking you to confirm it's you after you've entered your password.
This helps protect your account and personal information, even if someone else knows your password.
Should I share my password or verification code?
No. Never share your password and verification codes with anyone.
We’ll never ask you to tell us your password or verification code.
Need more help?
If you need additional support or are finding these changes difficult, please contact us. We’ll be happy to help.
You can contact us:
- by completing our contact form
- by email at csc@aviva.com
- by phone on 1800 159 159 or on (01) 898 7950 (choose option 3)
Our opening hours are:
Monday: 9am – 5pm.
Tuesday: 9am – 5pm.
Wednesday: 10am – 5pm.
Thursday: 9am – 5pm.
Friday: 9am – 5pm.
Saturday and Sunday: Closed.