Customer Care

At Aviva we will make every effort to provide the high level of service expected by all our policyholders. If on any occasion our service falls below the standard of your expectation, the procedure detailed below explains what you can do:

Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg. We will acknowledge receipt of your feedback within 3 working days while we look into the matter you raised. We will contact you for further information if required within 7 working days and provide you with a full reply within 14 working days.

If the outcome of your complaint is not handled to your satisfaction, you can write to:

Chief Executive Officer
Aviva Ltd.
4 Shenton Way,
#01-01 SGX Centre 2,
Singapore 068807

We will respond to your appeal within 3 working days of receiving your communication.

If you are still dissatisfied with the CEO’s response, we will refer you to an independent dispute resolution organization; the Financial Industry Disputes Resolution Centre Ltd. (FIDReC).

FIDReC’s contact details are:

Financial Industry Disputes Resolution Centre Ltd.
112 Robinson Road #13-03
HB Robinson
Singapore 068902
Telephone : 6327 8878
Fax : 6327 8488
Email : info@fidrec.com.sg
Website : http://www.fidrec.com.sg

Important - Please remember to quote your policy reference in your communication.