Q: I have forgotten my password. How can I get a new one?

A: You can change your password manually on the log in page by clicking the "forgot your password" link. After validating your account and answering your secret questions you will be able to change your password.

Q: I tried to print a certificate but the dialogue box disappeared before I could open it.

A: You seem to have a pop up blocker issue. Please refer to the "Troubleshooting for printing issues" see below to disable your pop up blockers and try printing again.

Q: My certificate went into referral. What can I do?

A: Your certificate went into referral because the information entered was beyond the confines of your policy and as such has to be reviewed by your insurance representative before it is released. If you need the certificate urgently you can try contacting your insurance representatives to see if they can speed up the release.

Q: How can I find a certificate?

A: Go to the shipment tab, navigate to "Query/List", in the search criteria form enter any information known about the certificate you are trying to find and click search. A list of results matching the criteria entered will appear, select the appropriate certificate.

Q: I made a mistake on my certificate how can I correct it?

A: After locating your certificate, scroll to the bottom of the page and click change. If you have the right to change a certificate the fields will unlock allowing you to change any information and verify coverage again. If you do not have this right you will have to fill out a change request form detailing the information you would like to modify so that it can be completed by your insurance representative.

The Marine Service Team
Aviva places great importance on customer satisfaction through timely response and resolution of our client’s support needs. Our support professionals are certified on each product and receive training with each new product release. This results in a high level of customer satisfaction with our clients receiving the right answers instantly.

Aviva support hours are 9:00AM to 5:00PM Monday to Friday UK office hours.

Contact us by: