Aviva is one of the UK’s largest financial services companies, which means the person you’ve lost may have had several different types of product with them – a life insurance policy, a pension, an annuity, an investment account, or several at once. Each of these works differently when someone dies, with different contact routes, different documents, and different rules about who receives what.
This guide walks through each product type in plain terms: how to notify Aviva, what to expect from each claim process, and the things that catch people out. If you need to notify other organisations too, our guide to notifying companies after a death covers banks, utilities, insurers, and government departments.
Quick reference:
- Life insurance and pensions (main line): 0800 015 1142, Monday–Friday 8am–6pm
- Online notification: aviva.co.uk/help-and-support/contact-us/notify-us-of-a-bereavement
- Life insurance claim payout: as fast as five working days once approved
- Pension death benefits: paid at Aviva’s discretion, guided by expression of wishes form
How to notify Aviva of a death
Call 0800 015 1142 to reach Aviva’s dedicated UK-based bereavement team. Lines are open Monday to Friday, 8am to 6pm. Calls from UK landlines and mobiles are free.
If you are calling from abroad, the number is +44 1603 603 277.
Aviva also has an online bereavement notification service at aviva.co.uk/help-and-support/contact-us/notify-us-of-a-bereavement, where you can notify them of a death and begin the process for different product types – life insurance, pensions, annuities, investments, and others – without having to call.
Before you get in touch, gather what you can:
| Information needed | Details |
|---|---|
| Deceased’s full name, date of birth, address | Standard identification |
| Policy number(s) | On any paperwork, annual statements, or welcome letters |
| Date of death and cause of death | Required for claim assessment |
| Your name, relationship, and contact details | Aviva will need to correspond with you |
| Whether there is a will | Affects how the estate is administered |
You don’t need all of this to make the first call. Aviva will guide you through what they need and explain the next steps based on which products the deceased held.
One notification does not automatically cover all of Aviva’s product lines. If the deceased held, say, both a life insurance policy and a pension, you may need to deal with each separately. Check with Aviva when you call.
What Aviva products may be affected
Aviva covers a wide range of financial products, and the rules for each differ significantly. Understanding which type you’re dealing with is the most important first step.
| Product type | Key feature at death |
|---|---|
| Life insurance | Pays a lump sum to named beneficiaries or the estate |
| Pension (SIPP, personal, workplace) | Paid at Aviva’s discretion to nominated beneficiaries – not automatically part of the estate |
| Annuity | Depends on policy terms – may stop at death or continue to a dependent |
| Investment bonds | Passes to estate; probate may be required above £50,000 |
| Stocks and shares ISA | Continues as a “deceased’s account” for up to three years; spouse may inherit ISA allowance |
| Health insurance | Policy typically ends at death; check for any lump sum or critical illness element |
If you are unsure what the deceased held with Aviva, ask when you call. Aviva can search their records by name, date of birth, and address.
What documents you’ll need
The documents you need depend on the product type and the value of the estate, but in almost every case you will need a death certificate.
For all product types:
- Original death certificate from the register office, or an interim death certificate if a coroner’s inquest is underway. Aviva confirms it can accept interim death certificates, though it may need to wait until the inquest concludes before paying out.
- Your own identification and proof of your relationship to the deceased.
For life insurance claims:
- The death certificate, plus any medical information or other legal documents Aviva requests (your claims adviser will tell you what is needed). Aviva returns originals promptly once reviewed.
- If probate is required, the grant of probate (or, in Scotland, the certificate of confirmation from the Sheriff Court).
For pension death benefits:
- The death certificate plus any expression of wishes or nomination form the deceased completed. Aviva uses this to decide who receives the death benefits.
For investment accounts:
- For accounts under £50,000: Aviva Investors can settle under a small estates process without a formal grant.
- For accounts over £50,000: a grant of probate (or letters of administration if there is no will) will be required.
Source: Aviva Investors bereavement guide, verified March 2026.
Claiming a life insurance payout
When someone with an Aviva life insurance policy dies, the policy pays a lump sum. Who receives that money – and how quickly – depends on whether the policy was held in a trust. For a broader explanation of how life insurance works at death, see our guide on what happens to life insurance when someone dies.
If the policy was held in a trust: The payout goes directly to the trustees, who can distribute it to beneficiaries without waiting for probate. This is the fastest route: once Aviva has approved the claim and has everything it needs, payment can happen within five working days. The money is also generally outside the deceased’s estate for inheritance tax purposes.
If the policy was not held in a trust: The payout forms part of the estate and is subject to the probate process before it can be distributed to beneficiaries. This can add months to the timeline. Aviva notes that if there is insufficient money in the estate to cover funeral costs and you are a beneficiary of the life insurance policy, an early payment may sometimes be made before probate completes – raise this when you call.
To start a life insurance claim, call 0800 015 1142 or use the online notification form at aviva.co.uk/help-and-support/claims/online-life-claims-notification.
Source: Aviva life insurance FAQ, verified March 2026.
Pensions and annuities
Pensions are treated differently from other assets at death, and Aviva’s rules reflect this. For a general explanation of how pensions pass on death, see our guide on what happens to a pension when someone dies. If the deceased held an Aviva workplace pension, personal pension, or SIPP, our dedicated Aviva pension bereavement guide covers the full process in depth — expression of wishes, tax treatment, the April 2027 IHT change, and how long it takes.
Pension death benefits
Aviva pensions – including SIPPs (self-invested personal pensions), personal pensions, and most workplace pensions – do not automatically pass to the estate. Instead, Aviva exercises discretion over who receives the death benefits, guided by any expression of wishes or nomination form the deceased completed.
This discretionary approach means the pension death benefit is generally outside the estate for inheritance tax purposes under current HMRC rules. However, from April 2027, the government intends to include most pension death benefits in estate calculations for inheritance tax – a significant change if the estate is close to or above the nil-rate band. Source: HMRC announcement, 2024.
Age at death matters for tax:
- If the deceased was under 75, lump sum death benefits paid to a nominated beneficiary within two years of notification are generally tax-free.
- If the deceased was 75 or over, death benefits are paid to beneficiaries and taxed at their marginal income tax rate.
Source: Aviva – What happens to my SIPP when I die, verified March 2026.
Expression of wishes form
If the deceased completed an expression of wishes (also called a beneficiary nomination form) with Aviva, this tells Aviva who the deceased wanted to receive the pension death benefits. Aviva takes it seriously but is not legally bound by it – it is guidance, not instruction.
If no expression of wishes was completed, Aviva will investigate who might be appropriate beneficiaries: spouse, civil partner, dependants, and others close to the deceased. This takes longer. If you can locate any paperwork the deceased completed – financial adviser correspondence, pension statements, or a will that mentions the pension – share it with Aviva.
Annuities
Annuities are different again. Whether any payment continues after death depends on the specific policy terms. Some annuities stop on the death of the policyholder; others continue to a surviving spouse or dependant for a set period. Check the original policy documents or call Aviva to confirm what type of annuity was held.
Investments and savings accounts
Investment bonds and portfolio accounts
For Aviva investment accounts and onshore bonds, the assets form part of the estate and need to be dealt with through the estate administration process.
Aviva Investors operates a small estates process: if the total value of investments held is under £50,000 and the executors have not applied for a grant of probate, Aviva can settle the account without one. For holdings over £50,000, a grant of probate (or letters of administration) is required. Source: Aviva Investors bereavement guide, verified March 2026.
ISAs
When an ISA holder dies, the ISA becomes a “continuing deceased’s account” and stays open for up to three years and one day from the date of death. During this time it keeps its tax benefits – no income tax or capital gains tax – but no new money can be added.
If the deceased was married or in a civil partnership, the surviving spouse or partner receives an Additional Permitted Subscription (APS) – an extra ISA allowance equal to the value of the deceased’s ISA. This must be claimed within three years of the date of death or 180 days after estate administration is complete, whichever is later. Source: Aviva – What happens to my ISA when I die, verified March 2026.
For other beneficiaries, the ISA value is included in the estate for inheritance tax purposes. The executor decides whether to sell the investments, transfer them, or hold them in the continuing account until administration is complete.
How long does it take?
Timelines vary significantly by product type and complexity.
| Product | Typical timeline |
|---|---|
| Life insurance (policy in trust) | Five working days from claim approval |
| Life insurance (not in trust) | Depends on probate – can be months |
| Pension death benefits | Several weeks; longer if no expression of wishes was on file |
| Annuity | Depends on policy type; Aviva will advise |
| Investment accounts (under £50,000) | Small estates process – usually quicker than probate |
| Investment accounts (over £50,000) | Depends on probate timeline – typically 16+ weeks from application |
The probate process itself typically takes an average of 16 weeks in England and Wales for straightforward estates, though complex ones take longer. Source: gov.uk/applying-for-probate. For a full walkthrough of the process, see our guide on how to apply for probate.
The single biggest cause of delay is incomplete documentation. If Aviva has to come back to you repeatedly for additional information, each exchange adds time. Providing the death certificate, policy details, and expression of wishes documents as early as possible keeps things moving.
Things to watch out for
Check for an expression of wishes form. The single most important thing for pension death benefits is whether the deceased completed one of these. If they had a financial adviser, the adviser may hold a copy. If not, check any pension-related paperwork. Without it, Aviva has to make its own enquiries – which takes considerably longer.
Policies held in trust bypass probate – ask. If the deceased had a life insurance policy, it is worth checking whether it was placed in a trust. If so, the payout can be made directly to trustees without waiting for probate. If you find a trust deed among the deceased’s papers, give it to Aviva when you call.
You may not know all the policies. Aviva covers many product types. Check bank statements for direct debits to Aviva (or to former Aviva brands – RAC Financial Services, Norwich Union, or CGU). Aviva can search their records by the deceased’s details if you don’t have policy numbers.
The two-year window for pension tax-free payment. If the deceased was under 75, lump sum pension death benefits are generally tax-free if paid within two years of Aviva being notified. This is another reason not to delay notification.
From April 2027, pension inheritance tax rules are changing. HMRC announced in 2024 that most pension death benefits will be included in estate calculations for inheritance tax from April 2027. If the estate is likely to exceed the nil-rate band (currently £325,000), it is worth taking advice from a solicitor or financial adviser before the change takes effect. Source: Aviva IHT changes guidance.
Former Aviva brands. Aviva acquired several companies over the years, including Norwich Union, CGU, and Friends Provident. If the deceased held a policy with any of these former brands, Aviva now administers it – contact Aviva directly and they will confirm.
Summary
Aviva covers multiple product types and each one works differently at death. The main bereavement number is 0800 015 1142 (Monday–Friday, 8am–6pm, free to call), and you can also start the process online at aviva.co.uk/help-and-support/contact-us/notify-us-of-a-bereavement.
For life insurance: contact Aviva, provide the death certificate, and if the policy was in a trust you can expect a payout within five working days of approval.
For pensions: the expression of wishes form is the key document. Aviva pays death benefits at its discretion, guided by that form. Act promptly – if the deceased was under 75, a two-year window applies for tax-free payment.
For investments and ISAs: a small estates process is available for Aviva Investors holdings under £50,000. Above that threshold, probate is required.
You are dealing with a lot of complexity at a difficult time. Take it one product at a time, keep notes of every reference number and call date, and ask Aviva directly if anything is unclear – they have a dedicated bereavement team for exactly this.
If the deceased also held products with another large insurer, our guide on how to notify Legal & General when someone dies covers their separate contact teams and processes. For pensions and life insurance held with Scottish Widows, see our guide to notifying Scottish Widows.
If the deceased held a Direct Line insurance policy – car, home, pet, or travel – see our guide to notifying Direct Line when someone dies. Note that Direct Line life insurance sold between July 2019 and May 2025 is underwritten by Aviva, so Aviva is the correct contact for those claims.
If the deceased held an Admiral policy – car, home, travel, or MultiCover – see our guide to notifying Admiral when someone dies. Admiral also includes sub-brands Bell, Diamond, and Elephant Auto.
If the deceased held an LV= policy – car, home, pet, travel, or life insurance – see our guide to notifying LV= when someone dies.
If the deceased held an AXA policy – car, home, travel, life insurance, or AXA Health private medical insurance – see our guide to notifying AXA when someone dies.
If the deceased held a SAGA policy – car, home, travel, or health insurance – or held a SAGA Savings account, see our guide to notifying SAGA when someone dies.
If the deceased held investments, an ISA, or a SIPP through the Hargreaves Lansdown platform, see our guide to notifying Hargreaves Lansdown when someone dies.
If the deceased held a Zurich life insurance policy, critical illness cover, income protection, or a Zurich pension, see our guide to notifying Zurich when someone dies.
If the deceased held a Vitality life insurance policy, critical illness cover, income protection, or Vitality health insurance, see our guide to notifying Vitality when someone dies.
If the deceased held a BUPA health insurance policy, dental plan, or BUPA cash plan, see our guide to notifying BUPA when someone dies.
If the deceased held a Canada Life annuity, workplace group life insurance, or pension – or held an individual protection policy with Canada Life before February 2025 – see our guide to notifying Canada Life when someone dies.
If the deceased held a Sun Life over-50s plan, funeral plan, or Guaranteed Inheritance Plan, see our guide to notifying Sun Life when someone dies.
If the deceased held an NFU Mutual policy – car, home, farm, equine, or life insurance – see our guide to notifying NFU Mutual when someone dies. Note that NFU Mutual life insurance policies issued from August 2016 onwards are administered by Aviva.