Critical illness insurance for DCIS

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Hi there, I’ve just had a mastectomy for DCIS. I have critical illness cover with AVIVA. Per their currency policy DCIS is covered for a proportion of the full level of cover. I submitted a claim and have been informed that as my policy was taken out 22 years ago that I am not eligible for a payout. Has anyone else experienced this? I have lodged a complaint but is there anything else I can do? My point is that although the cancer is non invasive the treatment was actually more invasive than some suffering invasive cancer as I’ve lost a breast as a result of the illness and it was only pure good fortune it was actually discovered so early and before it progressed to an invasive form. Any advice would be appreciated.

  • Hello  ,


    Thanks for getting in touch.

    I’m sorry hear that Aviva have declined to accept your claim. Unfortunately, the claim would only be accepted if your diagnosis met the conditions listed on your existing policy and not on the policies currently offered. I understand this may be disappointing to hear and the reason for your complaint.

    Aviva should provide you with an outcome within 8 weeks of you logging the complaint but if this is going to take longer, they should contact you to communicate why this hasn’t been possible.

    If Aviva haven’t looked into and responded to the complaint after 8 weeks, or if you’re not happy with their response, the next stage is to complain to the Financial Ombudsman Service (FOS). The FOS is there to give an unbiased answer about what’s happened. If they decide someone’s been treated unfairly they have legal powers to put things right.

    In order to look at the complaint, the FOS will need the policy number, a brief outline of the problem, and copies of any paperwork or letters.

    The FOS will look at both sides of the story and find out the facts of what’s happened. If their decision is in favour of the person complaining, they will tell the insurer to put the matter right and may ask them to pay compensation and costs.


    For information on how to send a complaint to the FOS visit:  


    For information on the type of complaint the FOS deal with visit:  



    If you’d like to discuss this further our free phone number is 0808 808 00 00. To reach the Financial Guidance team just select options 1 then 2 then 1 again. Our team are available Monday to Friday 8am – 6pm.



    Kind regards.



    Will Quinn

    Financial Guide