Accessibility at Aviva Investors
Our services are for everyone. Here you’ll find the information you need to use our website and services – whatever your needs.
Adapting our website to suit your needs
Online text size
To change the text size in your internet browser or to magnify your screen, go to the Settings menu in your browser. The option to change the text size is usually under Preferences, View, or Appearance.
You can find more detailed guides for the most popular web browsers below.
- How to change text size on Microsoft Edge
- How to change text size on Safari
- How to change text size on Google Chrome
Text-to-Speech
If you need text-to-speech support, a screen reader or read-aloud software could help. Most browsers have built-in text-to-speech functionality – this can be found in Settings under names like Read Aloud, Reader View or Read Mode. Switch this on and your device will read out the text on the screen.
Our website supports screen readers such as NVDA, VoiceOver, and Narrator.
You can find more details on the browser-specific guides below.
- How to use the Read Aloud feature on Microsoft Edge
- How to use the Read Aloud feature on an iPhone or iPad
- How to use the Read Aloud feature on Chrome
Digital accessibility help from AbilityNet
AbilityNet has a range of digital accessibility services, step-by-step guides and free technology support. For more information go to the AbilityNet website.
Get the support you need
We understand there are times and circumstances when you need additional support.
For example, if:
- you have hearing difficulties and would like us to speak slowly and clearly when you call
- you are going through an unexpected life event and would like us to be aware of this when speaking with you
- you need documents sending to you in an alternative format – braille, large print, audio format, or on coloured paper
- you need us to allow additional time and be patient when supporting you
- you would like a trusted third party to help you communicate with us
- you need information or confirmation in writing
- you need support using our online services
- you need help understanding written information, numbers or calculations
Whatever your needs, let us know and we'll put changes in place for you wherever we can. You can also tell us if the support you need is permanent or temporary.
We'll add a note to your account so that when you contact us in the future, we'll already know what you need. And if anything changes, you can let us know.
Because we only record this information to give our customers better support, we won't use it to change policy terms or premiums at any point.
If you require additional support or assistance accessing our information or services, please contact us at enquiries.uk@avivainvestors.com.
Accessibility statement
We know good accessibility helps everyone – that’s why we’re always trying to improve our digital products and services.
Aviva websites, apps and other digital products and services aim to be compliant with W3C Web Content Accessibility Guidelines (WCAG) 2.2. Some of the things we do to achieve this are:
- making sure people can use our website using keyboard navigation
- offer transcripts and captions for videos – video content does not play automatically
- consult with our accessibility advisors before we launch anything new on our website or app.
Contact us
Phone
You can call us 8:30am – 5:30pm Monday to Friday.
Calls may be recorded for training and monitoring purposes, and to comply with applicable law and regulations.
From the UK: 0800 051 2003
Calls are free from UK landlines & mobiles
From overseas: +44 1268 44 8219
Call charges to this number will depend on the call package you have arranged with your landline or mobile provider.
The costs set out below are approximate and are based on calls made to this number from within the UK. Please check with your phone provider to find out the actual cost particularly if you’re calling from abroad. Calls from payphones can cost more.
Cost from landlines per minute (approximate): up to 12p
Cost from mobiles per minute (approximate): 3p to 45p
Written enquiries
We aim to respond to written enquiries within four working days, but more complex requests may take up to ten working days.
Please ensure your request includes your full name, address, client reference number(s) – which you can find on your half-yearly statement or contract note – and a contact number we can reach you on in case of any issue with your request. For notification of a change of address, please include the details of both your old and new addresses.
Post: Aviva Investors Administration Office
PO Box 10410
Chelmsford
CM99 2AY
Email enquiries.uk@avivainvestors.com
As email is not a secure means of communication, our response will be in writing to the address we hold for you on file.
Fax 0844 931 0004
Faxes to this number cost five pence per minute plus your phone company’s access charge.
Whilst we can accept many requests by email, any dealing instruction (such as to switch funds or withdraw money) or request to update our records (such as a change of agent, letter of authority or change of bank details) will require a signed instruction. You will therefore need to attach a scanned copy to the email in a PDF or JPEG format.
Please note we are unable to accept legal documents (such as powers of attorney or marriage certificates) by fax or email. These must be sent by post to the above address.