Direct Purchase Insurance FAQ

Most popular questions

What are the Direct Purchase Insurance (DPI) plans offered by Aviva?

There are two life insurance plans which you can purchase directly from us. They are:

DIRECT- Aviva Term Life

  • A Term Life plan that provides up to $400,0001 coverage for Death, Terminal Illness, or Total and Permanent Disability.
  • Available cover term options are – 5 years, 20 years, or up to age 65.
  • Premiums are level and do not increase with age.
  • Premium payment period is the same as the policy coverage period.

DIRECT- Aviva Whole Life

  • A participating Whole Life plan that provides a lump sum payout up to $200,0001 and non-guaranteed bonuses (if any) when Death, Terminal Illness, or Total and Permanent Disability happens.
  • Potential to accumulate bonuses annually.
  • Premiums are level and do not increase with age.
  • Choice of Premium Payment Period i) Pay till age 70 ii) Pay till age 85.

1A maximum sum assured of $400,000, with a sub-limit of $200,000 for Direct- Aviva Whole Life on a per person per insurer basis is allowed, as illustrated below:

  • Illustration 1: If you have purchased a DIRECT – Aviva Term with sum assured of $300,000, you may purchase an additional term life or whole life with sum assured of $100,000 from Aviva.
  • Illustration 2: If you have purchased a DIRECT – Aviva Whole Life with sum assured of $100,000 from an insurer, you may buy another whole life not exceeding $100,000 or term life not exceeding $200,000 from Aviva.

In addition, both plans give you an option to add a DIRECT- Aviva Critical Illness Cover, so that you can be protected if you are diagnosed with any of the 30 critical illnesses stated in the Product Summary. These 30 critical illnesses are standard across all insurance companies offering the DPI plans.

Please refer to the DPI brochure and Product Summaries for more details. They can be found at DIRECT-Aviva Term Life and DIRECT-Aviva Whole Life.

Who is eligible to apply for the DPI plans?

You may apply for these plans as long as: 

  • You are a resident in Singapore (including foreigners who are holding a valid Employment Pass, Work Pass, Dependant Pass or Student Pass), and
  • Your age next birthday is between 19 to 65 years old.

Do I need to submit any medical reports or undergo any medical check-ups?

Yes. The DPI plans will go through a similar approval process as non-DPI life insurance plans. You are advised to submit their medical report and you may also be required to go for a medical check-up.

How do I know if my application has been successfully completed?

For application that does not require further underwriting, a confirmation email accompanied with the policy number will be sent to you. The policy document will be sent to you via post.

Who can I approach for assistance for online application?

Call us at 6222 8482, or visit us at our customer service hall. Our operating hours are from 8:45am to 5:30pm, Mondays to Fridays, excluding public holidays.

How can I make a claim?

You can obtain a claim form through the following ways:

  • Download the claims form from our corporate site
  • Call our customer service hotline at 6827 9933 to request for one
  • Email us at cs_life@aviva-asia.com to request for one
  • Visit our Customer Service Hall to obtain a printed form

To find out more about the claims process, you can call our customer service hotline at 6827 9933 or email us at cs_life@aviva-asia.com. Our operating hours are from 8:45am to 5:30pm, Mondays to Fridays, excluding public holidays.

Overview and Eligibility

How can I apply for DPI?

There are 2 ways you can apply:

1. Apply online2.

2. In person, at our Customer Service Hall, details below:

Download the application form at www.aviva.com.sg/en/insurance/life-and-health/direct-purchase-insurance-application-process or obtain it over the counter at our Customer Service Hall.

You can then submit it with the necessary documents in person, to Aviva’s Customer Service Hall.

We are located at:

4 Shenton Way 
#01-01 SGX Centre 2 
Singapore 068807

Here is the list of necessary documents to be submitted:

  i. Completed Application Form
 ii. Signed Fact Sheet and Checklist
iii. Signed Fact Sheet Supplementary Form (if applicable)
iv. Signed Policy Illustration (can be requested over the counter or through our Customer Service hotline at 6827 9933)
 v. Copy of NRIC / Employment Pass / Work Pass / Dependent Pass / Student Pass
vi. Proof of Address is required if the address on your Application Form differs from the address on your NRIC/Identity Document

Examples of proof: An original copy of a utility bill or bank statement which shows your name and the same address stated in your NRIC/Identity Document and application form. The proof has to be dated less than 6 months from the date of application. For a full list of acceptable documents for proof of address, please click here.

2 Only applicable to DIRECT Aviva Term Life

How will I know if the DPI is suitable for me?

These DPI plans are designed to be sold without advice.

To help you make an informed decision, we have tools and articles available at www.aviva.com.sg/en/insurance/life-and-health/direct-term-life and www.aviva.com.sg/en/insurance/life-and-health/direct-whole-life.

In addition, there is a Fact Sheet and checklist in place along with the Product Summary and Policy Illustration for you to refer to and understand about the DPI plans. You may also approach our Customer Service staff to obtain plans information as well as the guides provided by Life Insurance Association (LIA).

Underwriting

What do I need to disclose in my DPI application?

You should disclose all information requested in the proposal form (including any pre-existing medical conditions) fully and truthfully If material information is not disclosed or fully disclosed, you or your dependents may not be able to claim the benefits under DPI. If you are unsure whether the information is material, you are adviced to disclose it.

Purchase

Can I purchase DPI for my family members?

No, the applicant and the life assured must be the same person.

What are the payment options available?

If you are applying online, only credit card payment is accepted.

If you are applying in person at our Customer Service Hall, we accept the following payment modes:

  • For your initial premium payment, we accept Cash/Cheque/Credit Card.
  • For your subsequent premium payment, we accept Interbank GIRO/Credit Card.

Online Application

Can I get an instant quote for DIRECT- Aviva Term Life?

Yes. You can obtain an instant quote from our website. You can also save your quote which we will keep your quotation for 45 days. Click here to get an instant quote.

How long is a quote valid for and what is it guaranteed for?

Our initial quote is designed as an indication of your final premium and the price is subject to change. You can save your quotation which we will keep for 45 days by saving the quote before exiting the page. The quote will be updated if you have made a change on the online quote.

How many quotes can I get/save?

Our system will store up to a maximum of 5 quotes which can be saved, viewed and printed at any time. If you wish to process more than 5 quotes, please note that the original quotes will be overwritten by the most recent, as the system only has the capacity to save up to 5 quotes.

Can I pay for my insurance using someone else's credit card?

No, this would not be possible. The credit cardholder must be the policyholder. Your security matters to us.

How can I retrieve my quote?

Please visit our website and click Retrieve a quote. You will be asked to enter your email address and mobile number you used in the quotation process as a security measure before you can retrieve your quote.

If you encounter any login issue, please email our helpdesk at avivaonline_ITHelpdesk@aviva-asia.com. Please include if possible a screen copy of the reject message you received.

I am unable to retrieve my quote, what can I do?

Call us at 6222 8482 and we will assist on your query.

If you have forgotten your password, you may request for a new password by clicking on "Forgot Password". Your new password will be sent to your email shortly.

I am unable to locate my quote, what can I do?

Call us at 6222 8482 and we will assist on your query.

Kindly note that you are allowed to save up to 5 quotes. If you have saved more than 5 quotes, the earliest quote will be overwritten by the most recent, as the system only has the capacity to save up to 5 quotes.

I am unable to proceed with the quotation, what can I do?

Call us at 6222 8482, or visit us at our customer service hall.

Existing Customers

Can I cancel my policy if I find that it is not suitable, upon receiving my Policy Documents? When can I expect the refund?

You can cancel your policy within 14 days from the date of purchase and we will refund your premium in full provided you have not made any claims. Refunds will be credited to the original payment mode wherever possible within 14 working days.

How do I cancel my DPI insurance policy?

Please complete the "Request for Changes to Individual Life Policies" form which can be downloaded directly from the "Customer Care" tab on the web site and email your request, along with a copy of your NRIC to cs_life@aviva-asia.com.

*Your email address must be the same as the one registered in Aviva's records.

How do I surrender my DPI insurance policy?

Please complete the "Request for Surrender of Traditional Plan" form which can be downloaded directly from the "Customer Care" tab on the web site and email your request, along with a copy of your NRIC to cs_life@aviva-asia.com.

*Your email address must be the same as the one registered in Aviva's records.

Who can I approach for assistance if I am a customer?

You can call our customer service hotline at 6827 9933 or email us at cs_life@aviva-asia.com. Our operating hours are from 8:45am to 5:30pm, Mondays to Fridays, excluding public holidays.

How can I reinstate my lapsed DPI policy? What is the process?

You can reinstate your policy within 1 year from the lapse date. You will need to back pay the outstanding premiums with due interest.

To reinstate your policy, you can call our hotline number at 6827 9933 or email us at cs_life@aviva-asia.com to request for the reinstatement quotation and form.

How do I submit feedback?

At Aviva, we welcome your feedback as it’s important for us to know how you feel. If you'd like to get in touch with us, please reach us here.

How do I access my policy online?

Please visit Aviva Online Portal and log in using your Aviva Login ID and password.

How do I reset my Aviva Login ID and password?

If you have forgotten your user ID/password, please click here to reset your user ID/password and we will send you a new user ID and password.

How do I change my policy details?

Please complete the "Request for Changes to Individual Life Policies" form which can be downloaded directly from the "Customer Care" tab on the web site and email your request, along with a copy of your NRIC to cs_life@aviva-asia.com.

*Your email address must be the same as the one registered in Aviva's records.

How do I change my personal particulars?

Please complete the "Change of Address / Contact Details" form which can be downloaded directly from the "Customer Care" tab on the web site and email your request, along with a copy of your NRIC to cs_life@aviva-asia.com. Kindly note that any change in personal particulars is for all policies and accounts held with Aviva Ltd.

*Your email address must be the same as the one registered in Aviva's records.

Can I request for a duplicate copy of my Original Policy?

We can provide a replacement of Original Policy but not an additional Original Policy. If you have lost or misplaced your Original Policy , please complete and email the Declaration form which can be downloaded directly from the "Customer Care" tab on the web site, along with a copy of your NRIC to cs_life@aviva-asia.com. There will be an administrative fee of $20 for the replacement of Original Policy.

*Your email address must be the same as the one registered in Aviva's records.