As you may have seen in the news, there is currently a global service issue affecting Microsoft 365. This may continue into the weekend.

Our website, customer portal, claims, phone lines and Live Chat are all working normally. However, we are currently experiencing problems receiving emails, so please call us or use Live Chat for the time being.

The VIVA Travel Insurance website is unaffected. You can buy a policy or view your policy information using our customer portal as normal:


If you need to contact us, please call our team:

  • Sales and policy queries – 0330 041 8266

You can also reach us on Live Chat. Click the blue icon in the bottom right-hand corner of this page to start your chat.

The VIVA team is available Monday to Friday, 9am to 5:30pm.

You can still make a claim online as normal. Our claims systems are not affected, but please avoid contacting us by email for now.

If you need to contact us, please call our team:

  • Travel claims – 0330 041 8266

You can also reach us on Live Chat. Click the blue icon in the bottom right-hand corner of this page to start your chat.

The VIVA team is available Monday to Friday, 9am to 5:30pm.

Our 24/7 emergency medical helplines and Air Doctor are working as normal.

24/7 emergency medical helplines

  • Anywhere except the USA, Canada or Mexico: +44 (0) 203 9680 025
  • USA or Canada (toll free): +1-844-780-0494
  • Mexico: 00 1 819 780 0494

You can register your details and book appointments through the Air Doctor app. Please take a look at your Policy Wording Viva Travel Insurance · Policy Wording for more details.

If your policy is due to renew, this is not affected and your renewal will go ahead as normal.

However, if your email account is provided by Microsoft, for example Outlook, Hotmail or Live, there may be a delay in receiving your policy documents. Unfortunately, this is outside our control. Please keep checking your inbox, including your spam or junk folders.

If you have another email address, we'd be happy to send your documents there once we have completed the required security checks. Please call our team:

  • Sales and policy queries – 0330 041 8266

You can also reach us on Live Chat. Click the blue icon in the bottom right-hand corner of this page to start your chat.

The VIVA team is available Monday to Friday, 9am to 5:30pm.

We're sorry for any inconvenience this may cause. We will update this page as soon as the issue is resolved.