Customer Care

At Aviva we 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, please contact us in the following way:

Your first point of contact should always be to our Customer Services Department, where they handle all our travel insurance customer care. You can email us at personal_insurance@aviva.com.sg. Within 3 working days we will acknowledge receipt of your feedback and will be looking into the matter. If further information is required, we will contact you within 7 working days. The full reply will be with you 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 communications with Aviva travel insurance customer care.

Get assistance and advice by reading more on FAQs. Visit our Travel Insurance FAQs.