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Chatbot Privacy Policy & Terms of Use

Privacy Policy

The privacy and security of your personal information is very important to us. We want to assure you that your information will be properly managed and protected whilst in our hands.

When you communicate with the Chatbot, the information you provide will be sent to us so that we can assess your application and provide you with a quote. For full details of how we use and share your data, including data you provide to the Chatbot, please read our full privacy policy.

The Chatbot is enabled by Microsoft Bot Framework. The Microsoft Bot Framework is a set of web-services that enable intelligent services and connections using conversation channels you authorise. As a service provider, Microsoft will transmit content you provide to the Chatbot in order to enable the service. For more information about Microsoft privacy policies please see their privacy statement here:

In addition, your interactions with the Chatbot are also subject to Facebook’s terms of use, privacy and data collection policies.

To report abuse when using a bot that uses the Microsoft Bot Framework to Microsoft, please visit the Microsoft Bot Framework website at and use the “Report Abuse” link in the menu to contact Microsoft..

Terms of Use

These terms apply to your use of the bot (the " Chatbot") which is made available through the Facebook Messenger Platform. These terms of use (the "Terms") set out the basis upon which (a trading name of Aviva UK Digital Limited) acting on behalf of the Aviva Group ("Aviva", "us" or "we") agrees to provide the Chatbot to you. By using the Chatbot you agree to be bound by these Terms. If you do not agree to these Terms, you cannot use the Chatbot.

To use the Chatbot you must be aged 16 years or over. The Chatbot is only available to United Kingdom residents and complies with appropriate UK laws and regulations.

Personal use only

The Chatbot is for personal use only and not for commercial purposes. If we believe that you are using the Chatbot for commercial purposes, we may suspend or withdraw your access immediately and, if appropriate, pursue legal action against you.

Chatbot Information Does Not Constitute Financial Advice

We try our best to make sure the Chatbot is correct but you should not rely on the Chatbot for financial advice or as a recommendation that a product is suitable for you or your circumstances. If you need financial advice, you should contact an independent financial advisor.

Information you provide

In order to provide you with products and financial services that are relevant we must have accurate information from you. It is your responsibility to ensure the information you give us is accurate. You can update your information at any time by contacting us.

Intentionally providing false or misleading information or using another person’s e-mail or personal information for the purposes of falsely obtaining any of our products or services, may lead to termination or forfeiture of the product or services and may result in legal action. We may terminate any services or products provided to you or others based upon your intentionally providing materially false information or acting under a false identity that you have supplied to us.

Other Terms

These Terms are in addition to the terms and conditions of, and other elements of any contract for, our products or services made available to you and/or referred to through the Chatbot (for example, in relation to any individual insurance policy that you have purchased or may purchase). Those terms may have been, and may be, entered into with other members of the Aviva Group. If the Chatbot does not provide access to such contract elements you will be able to access them on our website.

You must ensure that you comply with all other terms which apply to your use of the Chatbot, such as those relating to Facebook and the Facebook Messenger platform.


We may revise these Terms, without notice, at any time by amending this page. We recommend that you check this page from time to time for any changes. We may also change or withdraw access or use of the Chatbot at any time, without notice.

Intellectual Property

All rights are expressly reserved in all Intellectual Property of the Chatbot, including but not limited to:


All Aviva Group companies’ trade names and logos, icons, service marks and icons are registered trademarks of Aviva Group.


Aviva Group owns or is licensed to use all copyrights, design rights, database rights, algorithms and other intellectual property in the Chatbot as well as the intellectual property rights in the content, look and feel of the Chatbot.

Use of the Chatbot

You may not access or use the Chatbot, or otherwise exploit, extract, screen scrape, publish, distribute, or reproduce any part of the Chatbot and may not use bots or other electronic automatons to interact with the Chatbot.

We may take legal action if we discover any unauthorised use or interference with access to the Chatbot, misappropriation, misuse or infringement of our content, functionality, look and feel of the Chatbot or interference with the identity of the Chatbot or taking any action to impair the goodwill of our trade names, trade marks or other intellectual property.


We have no liability to you or others regarding use of the Chatbot, including damage caused by:

  • inaccurate, untimely, incomplete or erroneous information
  • unavailability of the Chatbot at any time or for any period
  • failure to log in, access the Chatbot or stay on-line
  • Inability to purchase Aviva products or services or take advantage of pricing or offers or decision by one of the Aviva Group Companies not to sell you a product or service
  • events beyond our control or which could not have been reasonably foreseen
  • third party interference such as hacking, computer viruses, bugs, trojans, information posted on the web by unauthorised parties, phishing, and any other cyber crime.

We do not limit our liability for:

  • death or personal injury as a direct result of our negligence; or
  • for our own fraud or fraudulent misrepresentation.


The laws of England and Wales shall govern your use of the Chatbot and in the event of a dispute you irrevocably submit to the exclusive jurisdiction of the English Courts.

How to contact us

If you would like to contact us about the Chatbot, please visit our Support Hub page here.

If you are not happy

If you want to make a complaint about the Chatbot or anything else or if you want to report any abuse experienced while using the Chatbot, please visit our Complaints page.

About Us

The Chatbot is owned and operated by, a trading name of Aviva UK Digital Limited registered in England and Wales under company number 09766150 and has its registered office at St Helen’s, 1 Undershaft, London EC3P 3DQ, United Kingdom

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