At Friends First, we aim to give clear, easy-to-follow information about our products and services. Here are some of our customers’ frequently asked questions.
If you can’t find an answer to your question here, please get in touch.
Who is Friends First?
Friends First is one of Ireland’s most established life assurance companies. We’ve been looking after our customers since 1834. We provide over 270,000 customers with leading life protection, retirement and investment solutions and constantly aim to inform consumers on the need for long term financial planning. “Friends for Life” is the theme of our customer promise.
Who are Aviva?
Friends First has been owned by Aviva since 2018. Aviva is one of the largest and most secure financial services providers in the world.
How can I contact Friends First?
You can find our contact details and hours of service on our Contact Us page
Where can I find out more about Friends First funds and products?
Our website, friendsfirst.ie, will give you a lot more information about our funds and products, such as:
I want to take out a new policy. Who should I talk to?
We recommend that you talk to a Financial Broker before you take out a new policy. Find a Financial Broker in your area.
What is a Financial Broker and why do I need one?
It is always a good idea to get expert advice from a trusted professional. Here is why you should talk to a Financial Broker before making decisions about your finances.
Managing your Friends First policy
How can I make a payment?
You can make your policy payments by direct debit from your nominated bank account. However, we sometimes accept other payment methods, so contact us for more details.
Can I change the frequency of my payments?
Yes. For example, you can switch from paying each month to paying once a year. However, you can only do this in the anniversary month of your policy (the anniversary of the month your policy began).
First, you will need to call our Customer Service Team on 1890 923 308 so that they can give you a quote based on your new frequency of payment. Then you must send us a written instruction to change your premium frequency.
Can I change the date on which my premiums are collected from my bank account?
Yes. Contact us for more information on how to do this.
I’ve lost my policy document. How can I get a new one?
You will need to complete a Replacement Policy Document Form and send it back to us at Friends First House, Cherrywood Business Park, Loughlinstown, Dublin 18.
How do I cancel my policy?
If you want to cancel your Friends First policy for any reason you should first of all talk to your Financial Broker. Then you need to send a written instruction to Friends First House, Cherrywood Business Park, Loughlinstown, Dublin 18.
At Friends First we pride ourselves on giving you the highest standards of service, but sometimes we may not meet your expectations. If you are unhappy with the service you have received or would like to give us feedback on our products or service please let us know.
Online Service Centre
Can I view my policy details online?
Yes, you can register for our Online Service Centre, where you can log in at any time and view your policy information.
How much of my information can I see online?
You can see the personal details we hold for you as well as details of all your Friends First policies, including details of the funds you are invested in.
I have forgotten my Personal Access Code (PAC). Can you send it to me again?
Yes. Please go to Forgotten your PAC where you can enter your registration number and email address. We will then reissue your PAC to your registered email address.
I have forgotten my registration number or email address. What do I do?
How can I get a tax certificate for my policy?
You can request a tax certificate for relevant policies by logging into our Online Service Centre and selecting the Request Tax Certificate option from the left hand menu. This will capture your request and we will let you know by email when your certificate is being issued.
How can I access my documents?
You can access documents relating to your policy by logging into our Online Service Centre and selecting the policy you are interested in from your portfolio.
How can I switch the funds my policy invests in?
You can access the fund switch option on your policy by logging into our Online Service Centre and selecting the policy you are interested in from your portfolio. There is an option under “Values” that lets you change your investment fund options.
We recommend that you talk to your Financial Broker first before you make any changes to the funds you invest in.
Updating your personal information
How do I update my bank details?
You can change your bank details by logging into our Online Service Centre and selecting the “Change Bank Details” option from the left hand menu. This will capture your new details and we will let you know by email when the update has been processed.
Alternatively you can complete a direct debit mandate form and post it to Friends First House, Cherrywood Business Park, Loughlinstown, Dublin 18.
How do I update my personal details?
You can change your personal details, such as your address, by logging into our Online Service Centre and selecting the “Update Personal Details” option from the left hand menu. This will capture your new details and you will see the changes here when the update has been processed.
Alternatively, you can complete a change of address form and post it to Friends First House, Cherrywood Business Park, Loughlinstown, Dublin 18.
How do I change my name due to marriage or divorce?
If you want to change your name to a married name, we need a signed instruction, along with the original or certified copy of your marriage certificate.
If you would like to change your name after a divorce, we need a signed instruction along with an original or certified copy of the birth certificate or a separation agreement.