Independent guide — VIP Claims is not affiliated with Aviva.
How to Make an Aviva Car Insurance Claim
Aviva Insurance Limited
The short answer
Aviva motor customers can register most claims online through MyAviva or the dedicated claims portal, or call the claims helpline if they're at the roadside or need to speak to someone. The line runs around the clock, and having your policy and incident details ready speeds things up.
Official Aviva claim contacts
These are Aviva's own contact details, published on Aviva's website. They are not VIP Claims numbers.
Claim online at Aviva- New claim (Aviva Signature policies)0345 030 6925
Official Aviva contact number · 24 hours a day, every day of the year
For policies starting MMV, MOT, MMO, CVM, HPI, VAN or BRK
- New claim (general motor claims line)0345 030 8647
Official Aviva contact number · 24 hours a day, every day of the year
Overseas callers can use +44 1603 603857
Policy types: Aviva sells several direct motor products (Aviva Signature and AvivaPlus among them) as well as underwriting other brands such as Quote Me Happy and General Accident; the claim line and process can vary slightly depending on which product and policy number prefix you hold, so check your schedule or policy booklet for the number that applies to you.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own Aviva policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an Aviva number. VIP Claims Ltd is not affiliated with or endorsed by Aviva.
Step by step
How to start a Aviva claim
- 1Make sure everyone is safe and, if anyone is injured or you're stranded at the roadside, call the claims helpline rather than starting online
- 2Otherwise, go to the online claims service and register the incident or start a new claim
- 3Follow the on-screen prompts to describe what happened and upload any photos
Before you call
Information to have ready
- Policy number
- Registration number of your vehicle and any other vehicles involved
- Names and addresses of everyone involved, including passengers
- Details of what happened and the damage caused
- Police reference number, if officers attended
Our car accident checklist covers what to record at the scene.
What happens next
After you report the claim
- Aviva's claims team reviews the details you've submitted
- You'll get confirmation of your claim reference
- A claims adviser will be in touch about next steps, such as repairs or a courtesy vehicle, if these apply to your cover
Costs
Excess and your no-claims discount
Your policy schedule and booklet set out your excess and No Claim Discount entitlement; these vary by product and level of cover, so check the documents for your specific policy.
Your policy schedule sets your compulsory and voluntary excess — check it before assuming an amount. See also our guide to non-fault claims.
Staying mobile
Courtesy car or replacement vehicle
Courtesy vehicle availability depends on the cover level and options chosen, as set out in your policy booklet.
Provided under your own cover, usually only while the car is with an approved repairer, and typically a small standard model.
Where another driver is at fault and you are eligible, a like-for-like vehicle may be arranged as part of the claim against them.
A hire vehicle supplied on credit, with the cost pursued from the at-fault insurer. Subject to eligibility and your obligations if the claim fails.
None of these is automatic. Read more in our replacement vehicle guide.
Repairs
Approved repairers and your choice of garage
Aviva can help arrange repairs through its network once a claim has been registered; details are confirmed by the claims team.
Your options
If the accident wasn't your fault
After a non-fault accident you generally have three routes. Which suits you depends on your cover, your excess, and how quickly you need a vehicle.
Claim through Aviva
- Simplest single point of contact.
- Your excess is usually payable first and recovered later if liability is admitted.
- The claim is recorded against your policy, which can affect renewal even when you are not at fault.
Claim against the at-fault insurer
- No excess payable to your own insurer.
- You deal directly with the other side, which can be slower if liability is disputed.
- You are responsible for evidencing your losses.
Use an independent accident manager
- VIP Claims can handle repairs, recovery and the claim where you are eligible.
- Services are subject to eligibility and the circumstances of the accident.
- Not guaranteed, and not a substitute for your policy obligations.
Whichever route you choose, most motor policies require you to notify your own insurer of the accident, even if you do not make a claim on your own policy. Check the notification condition in your policy wording.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own Aviva policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an Aviva number. VIP Claims Ltd is not affiliated with or endorsed by Aviva.
Existing claims
Tracking an existing Aviva claim
You can check the progress of an existing claim through MyAviva or by calling the claims helpline shown on your policy documents.
If something goes wrong
Complaining about a Aviva claim
If you're unhappy with how a claim has been handled, Aviva's contact and complaints pages set out how to raise this with them.
Questions
Aviva claims: frequently asked questions
Which Aviva claims number should I call?+
Can I track my Aviva claim online?+
What if I bought my policy through a different Aviva-underwritten brand?+
Where this came from
Sources
The Aviva details on this page were taken from Aviva's own published information on the dates shown. Insurers change contact details and processes, so please confirm anything important in your policy documents.
- Aviva help centre – how do I make a claim — checked 30 August 2026
- Aviva – make a claim — checked 30 August 2026
- MyAviva – motor claims — checked 30 August 2026
- Aviva Signature motor insurance policy booklet — checked 30 August 2026
Read our editorial policy and correction process.
Related guides
- Non-fault claims explainedYour rights and options when the accident wasn't your fault.
- What accident management isHow an independent accident manager differs from your insurer.
- Replacement vehiclesCourtesy cars, like-for-like hire and who pays for them.
- Car accident checklistWhat to do and record in the first minutes after a crash.
- Write-offs and total lossHow valuations work and how to challenge a low offer.
Other insurer claim guides
VIP Claims Ltd is an independent UK accident management company. We are not affiliated with, appointed by or endorsed by Aviva, and we are not an insurer. This guide is general information, not legal or financial advice.
Our services — including replacement vehicles, repairs and excess recovery — are subject to eligibility and the circumstances of your accident, and are not guaranteed. You should check your own policy for its accident notification requirements.