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Coronavirus: your Adviser Platform questions answered

Mar 25, 2020, 16:31 PM
Clarification on our Adviser Platform service
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Due to the ongoing situation with COVID-19, we’ve had to make some very difficult decisions around how we continue to deliver Contact & Operational Support to advisers and customers, whilst ensuring that we keep our own people as safe as possible when they are working. 

In line with the latest Government guidance and the restrictions on freedom of movement and requirements to work from home, we will no longer be able to answer telephone calls and will move to providing email responses only with immediate effect.

We are also unable to accept any documents/requests by post, this includes and payments made by cheque. The option to pay by cheque will be removed from the platform as soon as possible. To ensure Aviva receives payment, customers must pay by bank transfer only until further notice.

We’ve produced a list of common queries to support you during this time.

What email address do I use to get in contact with you?

For all platform related demands, please email us at Advisedplatform@aviva.com where your email will then be routed to the correct team to deal with your query.

What plans do Aviva have in place to manage and maintain our service with advisers?

Many of our customer services teams can work from home and we are protecting our most critical demands. We will attempt to respond to your emails within 5 working days. 

Are any services stopping during this time?

We will not be accepting any payments by cheque, all payments will need to be made electronically

Any transfer in requests that require physical paperwork to be completed will not be requested as we will not be able to receive the paperwork as our office will be closed.

How long will it take for me to get a reply to my email?

We will attempt to respond to your emails within 5 working days.

My query is urgent – who can I contact in this case?

All emails are being triaged on receipt to identify urgent cases. Our classification of an urgent query/request is one that would have a detrimental effect to the customer if not worked quickly. If you have one of these demands please clearly explain the impact to the customer so we can prioritise accordingly.

Will customers be able to continue to request drawdown payments?

Yes, these demands can continue to be keyed online and will be picked up by our customer services team where appropriate.

Are the Tax Year End deadlines previously published still in place?

Yes - we are doing our best to process all business submitted in time for the end of the tax year, but with the current restrictions in place and the need to ensure staff safety, you’ll understand we cannot guarantee this. If there are any cases that miss the deadlines, we’ll work with you to resolve the position for affected customers.

Can you guarantee that cheques will be banked in time for Tax Year End?

We have already seen bank branches close and post deliveries being impacted, so with effect from 27 March we will only accept bank transfers. We are sorry that we are not able accept cheques until further notice and will let you know when we can accept them again.

I've previously submitted a request, will this still get picked up or do I need to get back in touch?

If you have already been in touch with us then your query will already be either in the queue or being worked through.

Any demands submitted by post that have not been received by 27th March will not be received by our team. You can email us to check if postal request has been received, if not we can accept the request by email. 

How will I know when the phone lines are back up and running?

We will keep you up to date with any changes to our services via email and on Aviva for Advisers. 

How will Aviva communicate any further changes of service to advisers?

All the latest information will be available via the Aviva for Advisor website and where relevant we will contact you directly.

We are continuously monitoring the situation, taking advice from the World Health Organisation (WHO) and fully adhering to guidance from Public Health England and recommend you keep checking Aviva for Advisors for the latest position.


Thank you for your continued support during these challenging times for all of us.

LF10272 03/2020

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