Appealing a Death Claim Decision
If we’ve turned down your claim or have stopped paying an existing claim and you don’t agree with our decision, you can appeal.
We’ll review your appeal fairly and carefully.
What you need to know
How to submit your appeal
Please send your appeal to us in writing and include a clear explanation of why you’re appealing, along with any supporting documentation you’d like us to consider.
You can send your appeal by:
Post
Risk Claims Department
Aviva Life & Pensions Ireland
Building 12
Cherrywood Business Park
Loughlinstown
Co. Dublin
D18 W2P5
Time limit
We encourage you to send in your appeal within three months of the date we made our decision. If more time has passed, please still contact us- we’ll be happy to review your appeal and discuss the next steps.
Medical evidence
If our decision was based on medical information, you can send us new or additional medical evidence of the late …………. to support your appeal.
Any new medical evidence will be reviewed by our Health Claims Manager.
What happens after you send your appeal
Once we receive your appeal, we’ll let you know by email or letter:
We’ve received it
- How we’ll review it – this includes looking at your appeal and any new supporting documents alongside the information we already have about your claim
- How long it might take
Most appeals take about three months to review, but this can vary depending on the complexity of the claim and whether we need any further information.
When we’ve made a decision, we’ll write to you within five working days with the outcome of your appeal and explain, if required, the reason for our decision.
We may also write to the GP of the late ……… to explain the medical reasons for our decision.
Who reviews your appeal
Your appeal will be reviewed by our Health Claims Manager.
In some cases, the Health Claims Manager may decide to refer your appeal to our Claims Committee. Appeals are usually referred to the Claims Committee when the original decision was approved by the Health Claims Manager.
The Claims Committee is made up of senior managers within Aviva.
Need help with your appeal?
If you’re going through a difficult time or need extra support, please let us know. We’ll do our best to help in a way that suits your needs.
You can also ask someone to help you with your appeal, such as a family member, friend, or financial broker.
Under the Central Bank of Ireland’s Consumer Protection Code 2025, you can appoint a Trusted Contact Person. This is someone you nominate who we can contact if, for instance, we have concerns about your wellbeing or can’t reach you.
If you would like to appoint a Trusted Contact Person, please complete our Nomination Form. You can also read our Trusted Contact Person Information Sheet, which explains how Trusted Contact Persons work and how we use their details.
Have a question?
If you have a financial broker, you can contact them to discuss your appeal.
If you don’t have a financial broker, you can find one www.brokersireland.ie.
You can also contact us on:
Email:
Telephone:
1800 159 159
+353 1 775 6412
Post:
Risk Claims Department,
Aviva Life & Pensions Ireland,
Building 12,
Cherrywood Business Park,
Loughlinstown,
Co. Dublin,
D18 W2P5.
Not happy with the outcome?
If you’re not satisfied with how your appeal was handled, you can make a complaint.
Visit https://www.aviva.ie/group/complaints-procedure/ or contact us using the details above.