How to get a refund from Aviva for a mis-sold or cancelled policy
If you bought an insurance policy from Aviva that wasn't right for you, or you cancelled it shortly after purchase, you might be due a full refund. Don't let them keep your money if you were mis-sold or exercised your right to cancel.
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Build my claim →Your rights
You are protected by several key pieces of legislation. If a policy was mis-sold, the Consumer Rights Act 2015 states that services must be performed with reasonable care and skill, and information provided must be accurate. The Financial Conduct Authority (FCA) also requires firms like Aviva to treat customers fairly. For cancellations, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 'cooling-off' period, typically 14 or 30 days depending on the policy type, during which you can cancel for a full refund.
Step by step
- 1Gather all relevant documents: policy number, purchase date, cancellation date (if applicable), and any evidence showing the policy was mis-sold or not suitable for your needs.
- 2Contact Aviva's customer service or complaints department directly. Clearly explain why you believe you are owed a refund, citing the mis-selling or your right to cancel within the cooling-off period.
- 3If Aviva rejects your claim or you are unhappy with their response, escalate your complaint through their formal internal complaints procedure. Request a 'final response' letter.
- 4If Aviva's final response doesn't resolve your issue, refer your complaint to the Financial Ombudsman Service (FOS). They are an independent body that can resolve disputes between consumers and financial firms.
What they'll say, and your comeback
“You are outside the cooling-off period, so we can only offer a pro-rata refund.”
Comeback, My claim is not solely based on the cooling-off period. The policy was mis-sold from the outset, meaning I was not provided with accurate information or the policy did not meet my needs, which breaches the Consumer Rights Act 2015.
“We believe the policy was sold correctly and met your stated requirements.”
Comeback, I have evidence, including [mention specific evidence, e.g., sales notes, my original needs assessment], that demonstrates the policy did not match my actual circumstances or that key information was misrepresented. This constitutes a breach of the Consumer Rights Act 2015 and FCA principles.
“We will only refund the premium less any period of cover you received.”
Comeback, I am seeking a full refund because the policy was either mis-sold, making it invalid from the start, or I cancelled within my statutory cooling-off rights, entitling me to a full reimbursement.
FAQ
What is a cooling-off period for insurance?
It's a statutory period, usually 14 or 30 days from when your policy starts or you receive your documents, during which you can cancel your insurance for a full refund without penalty.
How long do I have to complain about a mis-sold policy?
You generally have six years from the date of the mis-selling or three years from when you first became aware of the problem, whichever is later, to complain to Aviva and then the Financial Ombudsman Service.
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A self-serve tool, not a law firm. General information, not legal advice.