How do I submit a claim?
Written by Doug Huen
Updated over a week ago

Mishaps and accidents happen and can be stressful. Fortunately, your insurance is here to help. Starting an insurance claim can be easier than you may think.

All Claims can be reported to Aviva’s dedicated Large Commercial Claims Department:

Typically, you have one year from the date of damage or injury to submit an insurance claim.

What can I expect when filing an insurance claim?

Be Prepared

Please have the following information ready when reporting a claim:

  • Your Policy Number

  • Your Contact Information

  • Loss/incident circumstances

  • Date and Time of the incident

  • Address of the loss location

  • Information of all the parties involved

Assessing your claim

One of Aviva’s claims specialists will review all the details of your claim and insurance policy, then provide an estimate of time and cost for reaching a settlement. There may be additional documentation you are required to complete, which will guide you through this process.

While most claims can be handled quickly over the phone, additional steps and investigation may be required depending on the size and complexity of your insurance claim.

Do not hesitate to share any questions or concerns with your claims specialist throughout the process.

Action Plan

Once loss details are collected, a damage evaluation report will be conducted to determine the amount of loss or damages. Your claim specialist may complete this report with the help of professionals such as appraisers and engineers.

Your claim specialist will also carry out various claim investigation activities, such as interviewing third parties, police and inspection reports.

With the help of the damage evaluation report and investigation results, your claim specialist will help arrange and recommend the applicable services you may need through the insurance company’s trusted vendors. Although you are not obligated to hire these vendors, they are typically reputable businesses which ensure service quality and efficiency, and can help save you time to research.


Once the terms of your claim’s settlement are finalized and all the repairs and lost/damaged items have been replaced, your insurance will either pay your settlement amount directly to you or to the vendors.

Please also note that you may have to pay a deductible depending on the insurance coverage purchased.

Every claim is unique; therefore, the claims process can vary slightly depending on the circumstances. Your claim specialist will always strive to provide clear guidance and is committed to ensure every claim is handled with care, fairness, and professionalism.

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