General Insurance Complaints

Guidance for all general insurance complaints.

Our complaints procedure

Aviva Group Ireland – Complaints Policy

We aim to provide excellent service to all our customers; however, we recognise that things may occasionally go wrong. We will do our best to address your complaint as quickly and effectively as possible.

Our aim
  • Our customers can easily raise issues or make a complaint. 
  • Our customers feel heard – we will listen to you and gather all the facts. 
  • We will thoroughly investigate all issues or complaints. 
  • We retain the trust, confidence and loyalty of our customers.
Our objectives
  • Address dissatisfaction quickly, effectively and fairly. 
  • Keep you updated on the progress of your complaint. 
  • Offer a fair and equitable solution or explanation. 
  • Fix issues as quickly as possible and address root causes to prevent recurrence. 
  • Use complaints to improve our products, services and processes. 
  • Financial Services and Pensions Ombudsman (‘FSPO’) details if you are unhappy with our outcome. 

Our complaints process – what to expect

  1. Acknowledgement - we will acknowledge your complaint within 5 working days of receipt. 
  2. Investigation - a dedicated complaint handler will be assigned to your case. 
  3. Updates - we will keep you regularly informed of progress until resolution. 
  4. Final Response - if not resolved within 40 working days, we will explain the anticipated timeframe for our final response and outline your right to refer to the FSPO. 
  5. Record Retention - we maintain complaint records in line with regulatory requirements.

A guide to making a complaint

If you wish to make a complaint, the process should be as easy as possible. Please follow the guidance below.

General insurance complaints:

  • Online: use our complaint form.
  • Phone: 1800 333 322 or 01 833 22 11 (Mon–Fri, 9am–5pm).
  • Post: The Complaints Team, Aviva Direct Ireland Limited, Ballybrit Business Park, Ballybrit, Galway, H91 WP08.
  • Email: direct@aviva.ie.

Claims-related complaints:

  • Online: use our complaint form.
  • Phone: 1800 147 147
  • Email: claimcomplaints@aviva.com
  • Post: Aviva Ireland Complaints Team, Aviva Insurance Ireland DAC, Cherrywood Business Park, Dublin, D18 W2P5.

Breakdown Rescue complaints:

  • Phone: 1800 509 071

Broker-arranged policies:

  • Contact your broker first for broker-service issues. If unresolved, contact Aviva Insurance Ireland DAC at 1800 666 555 for assistance.

Escalation Options

If you remain dissatisfied after our Final Response or Notice of Determination (for pension complaints), you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO):

Financial Services and Pensions Ombudsman,
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29.

Telephone: 01 567 7000
Email: info@fspo.ie
Web: www.fspo.ie

For more information on how to refer your complaint see www.fspo.ie.

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