Aviva pension on death

modestbasin

[Text removed by Forum Team]

I've just been into hospital for an operation where the odds of death are significant.

Before going in I wanted to make sure they my dependents were taken care of, so I contact my various pension companies to make sure the details were up to date. None of them was. For some updating was easy (Scottish Widows) but for Aviva and Phoenix Life this involved them sending me a form (three week turnaround) and me sending it back.

I've just come back from hospital. I didn't die, which is a good thing. But there's a letter from Aviva saying that they aren't going to accept my wishes because I signed the form in 2025 and they didn't open it until 2026.

Flugelhorn

did you sign the form in 2025 or 2026? Just wondered if you signed it early January and put 2025 by mistake

MeteredOut

It's great news that you didn't die, and hopefully it stays that way, but I don't think the hyperbole in your post is very helpful.

Aviva is not going to steal anyones pension.

If you explain what you're trying to do, and what the letter said, the people here will be able to help.

modestbasin

https://forums.moneysavingexpert.com/discussion/comment/81868278#Comment_81868278

I want to make sure that when I die my other half gets my pension pot. To that end, I filled in an expression of wish form - which Aviva call "Nomination of Beneficiary". I filled it out at the end of last year.

Aviva have written back refusing to update their records with my wishes.

Whilst technically and pedantically "refusing to update" and "denying pension to my widow" different things, but the outcome is the same - the widow doesn't get the payout.

redped

Can you post the exact wording from Aviva's letter?

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/81868425#Comment_81868425

Your assumption that a refusal to accept change of beneficiary details means a widow would not receive a payout is incorrect. It's more likely the correct process has not been followed.

As stated previously, if you explain exactly what happened in detail, including any wording on what Aviva said in their response, we'll be able to support you.

modestbasin

6th Nov 2025 - I phone Aviva, hoping to be able to do this over the phone or online. Phone support tell me I can do this online. I create an Aviva online account. Turns out I can't do it online.

10th Nov 2025 - Aviva send correct form by bulk (i.e, no delivery date target) post.

sometime later form arrives

26th Nov 2025 - I fill out and return form

16th January 2026 - Aviva reject form. Aviva's words:

"Thank you for sending a nomination of beneficiary form. We need more information to update the details on our records. We have enclosed a new form so that you can fill out the missing information listed below and return it to us:

• The form must be dated as per the current year which is 2026.

Here to help".

Sometime early Feb, Aviva's letter arrives.

Again, Aviva process is not some god-given Gospel. The outcome is what's important. Processes are supposed to support a positive outcome, if the process fails to deliver the correct outcome then the process has failed.

MeteredOut

How different is the new form to the old one in terms of the information it asks for? Or was it exactly the same?

If it was exactly the same, and Aviva do have a process where the form must be dated in the year they process it, I think you have grounds for complaint.

(Edit: You can change the beneficiary for some Aviva pensions online - I can with mine - but it depends on which product/platform your pension is. That's probably what confused the person who said you could do it online).

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81868425#Comment_81868425

Whos been widowed here?

modestbasin

https://forums.moneysavingexpert.com/discussion/comment/81868550#Comment_81868550

Looks exactly the same.

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/81868716#Comment_81868716

Looks the same or is the same? Does it ask for exactly the same information as the previous form?

If it is the same, I'd be raising a complaint asking why they're asking you to complete a form you've already completed just to change the date.