Suppose your client has an Aviva pension and you need the policy details to move their case forward. But where should you send the Letter of Authority (LOA)? The correct contact depends on the Aviva product and plan number. Each route may also have different signature and document requirements.

Submitting an Aviva Letter of Authority correctly can help avoid unnecessary delays. This guide covers the right submission addresses, required information, accepted signatures and expected timescales. It also explains why LOAs may be returned and what to do when Aviva hasn't responded.

[4admin is not affiliated with Aviva. Contact details last checked November 2026.]

Where Do You Send an Aviva Letter of Authority?

The Aviva letter of authority process starts with identifying the correct product and plan-number prefix. The submission contact also depends on whether you are registering a new authority or following up on an existing LOA.

Different Aviva products have separate contact routes. Check the client's product name and plan number to find the appropriate address before sending the authority.

Aviva LOA Submission Addresses and Product Contacts

The plan-number prefixes help identify the relevant Aviva product, but not every contact is a dedicated LOA submission address. Check whether the email accepts new authorities or handles existing policy enquiries before sending the request.

Submitting LOAs for Aviva Platform Products

Aviva Platform includes Pension Portfolio, ISA Portfolio and Investment Portfolio products. These typically use the AV plan-number prefix.

For new LOA registrations, send the authority to platapplyloa@aviva.com. The general Platform support address is advisedplatform@aviva.com, which handles a different type of enquiry.

The Platform LOA should include the client's full name, current address, policy number and adviser details. It must be addressed to Aviva and signed and dated within the previous six months.

Scanned copies showing the client's handwritten signature are accepted for this registration route.

For postal correspondence, the address is: Aviva Client Services, PO Box 26957, Glasgow, G2 9DS

Confirm that post is appropriate for the particular request before sending an original document.

Where to Send LOAs for Other Aviva and Legacy Friends Life Policies

For new Aviva pension LOAs handled through the general pension registration route, send the authority to loa@aviva.com. For enquiries about an existing LOA, use fa@aviva.com.

Legacy Friends Life pensions may have separate submission contacts depending on the original product and plan number. For certain policies using the format F#####/###, Aviva's LOA submission address is rightfaxemails@dgaviva.com.

For this Friends Life route, the LOA should be signed and dated, prepared on company letterhead, addressed to Aviva and include the relevant plan details. Aviva accepts scanned and digitally signed documents for these policies.

For postal correspondence relating to certain Friends Life pensions, use: Aviva, PO Box 1550, Salisbury, SP1 2TW

Other legacy policies may use different addresses. Check the original provider and product details before submitting the authority.

How to Submit an Aviva Letter of Authority

If you're unsure how to submit an LOA to Aviva, first match the client's policy to the correct administration team. Then prepare the authority and send it using the accepted method.

Step 1: Identify the Correct Aviva Product and Policy

Check the product name and plan number on the client's pension or investment documents.

The opening characters can help identify the product group. For example, AV typically indicates Aviva Platform while GS is associated with My Money.

For legacy Friends Life policies, check the original product and full plan format. Do not rely on the Aviva brand name alone when choosing a submission address.

Step 2: Prepare the LOA According to Aviva's Requirements

Include the client's identifying details, relevant policy references and adviser information. The authority should clearly state that Aviva is permitted to release the requested information.

Check the signature rules before submitting. Aviva's requirements differ by product and some routes need a handwritten signature.

For general pension and Platform LOA registrations, Aviva's published guidance also requires the authority to be dated within the previous six months.

Step 3: Submit the LOA to the Correct Aviva Contact

Send the completed authority through the accepted channel for the client's product. Include any required covering correspondence and supporting documents.

Keep the submission date, recipient address and any acknowledgement with the client's case record. If the request remains unanswered, these details will help your team follow up without repeating the original submission unnecessarily.

What Information Does Aviva Require on a Letter of Authority?

An Aviva LOA must include the relevant client details, policy information and adviser details. The document must also meet the signature and dating requirements for the specific Aviva product.

Before submitting, check the following details:

• Provider name: Address the authority to Aviva or clearly state that Aviva is being authorised to disclose information.

• LOA date: Ensure the authority is dated within the previous six months for the applicable registration routes.

• Policy details: Include the policy number or numbers, or clearly request information covering all the client's plans.

• Client information: Provide the policyholder's full name and current address.

• Adviser details: Include the adviser's name, address and agency code.

• Client authorisation: Make sure the client has signed the document using an accepted signature format.

• Covering correspondence: Include a company-headed covering letter or confirmation from a company email address.

Check the applicable product instructions before sending the LOA. A complete document is less likely to need clarification or resubmission.

Does Aviva Accept Electronic Signatures on LOAs?

Some Aviva products accept electronic signatures (e-signatures), but the requirements differ by product.

Aviva's signature requirements by product are:

The product-specific rules beyond the official Platform guidance should be confirmed for the relevant policy before relying on an e-signature.

How Long Does Aviva Take to Process a Letter of Authority?

In our experience across thousands of LOA submissions through 4admin, Aviva Platform LOAs typically receive a response within about a week and certain legacy Friends Life requests follow a similar pattern.

However, this is an indicative response time rather than a guaranteed processing deadline. Actual timescales can differ by product and request type.

It is also important to distinguish between an initial response and receiving the complete information requested.

An LOA may be registered before the complete policy information becomes available.

If you are waiting for valuations, charges or other pension details, record the date the complete information arrives rather than treating an acknowledgement as the end of the process.

Why Does Aviva Reject or Return Letters of Authority?

An Aviva LOA may be returned if the document does not meet the requirements for the relevant product. Checking the authority before submission can help prevent avoidable delays.

The following issues are worth reviewing:

Before submitting an Aviva LOA, check the document against the requirements for the relevant product. If Aviva returns the authority, review the reason provided, correct the issue and resubmit it through the appropriate channel. Keep the original request and any rejection correspondence with the client's case record.

What Should You Do If Aviva Has Not Responded to Your LOA?

If Aviva has not responded, first check the original submission details. Confirm that the authority was sent to the correct product team and that the required documents were included.

For general pension LOA enquiries, Aviva publishes fa@aviva.com. Include the client's full name and policy number. If the policy number is unavailable, its guidance asks for the client's full name and date of birth.

For Aviva Platform enquiries, the published support details include:

• Email: advisedplatform@aviva.com

• Telephone: 0800 056 2026

For legacy Friends Life policies, follow up with the administration team responsible for the particular product. Use the original submission reference and any previous correspondence to identify the outstanding request.

If Aviva has already returned the LOA for correction, resolve that issue before submitting it again. Repeatedly sending the same authority without checking its status can create additional correspondence.

A consistent follow-up process helps your team see which requests are awaiting registration, which need correction and which are waiting for policy information.

How 4admin Helps Manage Aviva LOAs End to End from Your Own Inbox

Managing Aviva LOAs means checking submission addresses, plan-number rules and outstanding responses. With 4admin's end-to-end LOA workflow, your team can manage the entire process in one workflow while keeping provider communication within your firm's own Microsoft 365 environment.

• Submit from your own email domain: Send LOAs through your firm's Outlook using your existing authority template.

• Check provider routing: Review submission contacts, acceptance requirements and plan-prefix rules.

• Automate provider chasing: Follow up on outstanding requests and keep correspondence records.

• Manage rejected LOAs: Record rejection reasons and keep corrected submissions linked to the original case.

• Process returned information: Analyse provider documents and transfer verified information into Intelliflo, Xplan, Plannr or CURO.

Your team can track submitted LOAs, outstanding responses and cases needing attention. This reduces manual administration while keeping provider relationships and case progress under your firm's oversight.

Bottom Line

Submitting an Aviva Letter of Authority (LOA) requires the correct contact for the client's product, complete policy details and an accepted signature format. Different Aviva products have different submission requirements, so checking the plan number and relevant rules before sending is essential.

Aviva LOA processing times can vary, with some routes typically responding in about a week. Keep a record of each submission and follow up through the correct administration team if the requested information has not arrived.

Frequently Asked Questions

Can One Aviva LOA Cover Multiple Policies?

Yes. An Aviva LOA can include multiple policy numbers or request information on all the client's plans. However, check whether the products have different administration teams or submission requirements.

Does an Existing LOA Need to Be Replaced When the Adviser Changes?

Not always. Changing the servicing adviser may require a separate transfer of agency request rather than a new information-only LOA. Check the requirements for the relevant Aviva product before submitting.

Are LOA Requirements Different for Legacy Friends Life Policies?

Yes. Legacy Friends Life pensions may have different submission addresses and signature requirements depending on the product and plan-number format. Check the policy details to confirm the correct route.

Does an Aviva Letter of Authority Expire After Six Months?

Not necessarily. Aviva requires newly submitted Platform and certain pension LOAs to be dated within the previous six months. This does not mean an existing registered LOA automatically expires after six months.

Does Aviva Accept Digitally Signed Letters of Authority?

Yes, for some products. Certain Friends Life, My Money and personal pension routes accept digital signatures. For Aviva Platform LOAs, confirm the current requirements before using an electronic signature.