Aviva Journey and mobile app FAQs

Aviva Journey is a usage-based insurance program that rewards safe driving behaviour. Once you’ve downloaded and activated the Aviva Journey application (app) on your smartphone, it’ll start tracking and collecting your driving data for each trip. This data is used to calculate your driving score which helps determine your auto insurance premium. For details on how the Aviva Journey score impacts your premium, please refer to “How are my driving scores, discount or surcharge calculated?”

The Aviva Journey program is completely voluntary and free to join (if eligibility requirements are met).

Currently, the program is available to principal drivers in Quebec.

Currently, we don’t offer a trial period. But if you do decide to sign up, you can take advantage of the one-time 10% enrollment discount for your first policy term in the program*. 

It’s as easy as 1-2-3!

1. Sign up through your insurance representative.
2. Download the Aviva Journey app and activate the program with your personal activation code.
3. Get on the road to savings and safer driving.

1. Principal driver’s name
2. Email address
3. Cellphone number

Each principal driver who has enrolled will require a unique email address and cellphone number to successfully sign up for the program.

Take Aviva Journey along for the ride and you could save money on your car insurance premiums based on your safe driving habits. Conveniently find your trip details, driving score, potential savings or surcharge, how you can earn and redeem points towards eGift cards, and the Find my car feature in the app. Plus, take advantage of the one-time 10% enrollment discount*

Yes. Additional drivers on the same car insurance policy can join the Aviva Journey program if they are listed as a principal driver. Each principal driver who has enrolled under the same policy will require their own smartphone and will receive their own welcome text messages (SMS) and/or emails related to the program.

If your policy has multiple vehicles listed, the principal driver of each vehicle is eligible for the program.

If you’re using your personal vehicle for business purposes and/or for ride-sharing services (such as Uber or Lyft), by default your trips will still count towards your score on the Aviva Journey app. You can contact your insurance representative to ensure that you have the required coverages in place on your policy for the use of your vehicle towards business purposes and/or ride-sharing services.

After each trip the Aviva Journey app prompts you to select if you were the driver or passenger, simply select you were the passenger if someone else was driving your vehicle or if you were a passenger in someone else’s vehicle or driving a company car. You can also go to the Trips screen on your Aviva Journey app and change your status at any time up to 7 days after trip completion to update your driver/passenger status.

Yes, you can end your participation at any time by contacting your insurance representative, however, you will lose any discount or surcharge related to the program moving forward. You should delete the app from your phone as soon as you have completed your withdrawal through your insurance representative. Please note if you just delete the app from your smartphone this does not automatically withdraw you from the program, you will still need to contact your insurance representative to complete the withdrawal.

If you opted out or were unenrolled, you can speak with your insurance representative to re-enroll at any time. Please note that re-enrollment isn’t guaranteed and may depend on program eligibility at the time.

When you sign-up for the Aviva Journey program, you automatically save 10% on your first term in the program.* This is only a one-time discount, provided you install and activate the app within 15 days of receiving the welcome text message (SMS) and/or email with instructions to download and log into the app. 

Safe driving can save you up to 25%¹, when you drive with the app enabled and permissions turned on, while riskier driving behaviour could increase your premium by up to 25%¹ off your next policy term. When your renewal notification is being processed, we will reassess you for these personalized Aviva Journey discounts (or surcharges), which will be applied to your base auto premiums. Your renewal review period usually starts 60-75 days before your policy renews. If you wait until the last minute to meet the program requirements, such as driving at least 1,000 km and participating for 120 days, you may not qualify for the discount in time. To make sure your driving score reflects all your trips, keep the app on while you’re driving during your policy term.

Note that your renewal premium will also consider changes due to traditional factors like your age, vehicle model and year, driving convictions and claims.

To calculate your driving score, the app uses sensors on your smartphone to score you on your driving skills and reward you for:

• Safe speeds: Driving within speed limits consistently
• Smoothness and control: Accelerating, braking, and cornering your car smoothly and with control
• Attentiveness: Staying focused on the road and avoiding cellphone use while in the car

Additional contextual factors to help determine your score include things like:

• road types (e.g., highway, urban or rural)
• time of day
• day of week
• distance travelled

You can view the breakdown of your overall score on the “Discount” screen of the app to further understand where you can improve and get more benefits from the Aviva Journey program. The app also allows you to review details for each trip through the “Trips” screen.

Speak to your insurance representative to learn about your personalized premium.

The app will calculate your speeding score based on your current speed and the posted speed limit. The app will also recognize any changes to posted speed limits, whether they are raised or lowered.  

Speeding scores are impacted by the number and duration of speeding events that exceed reasonable thresholds. Speed is just one of the driving factors used to determine your overall driving score. Over a longer period of good driving, a minor instance of going over the speed limit will not have a big impact on your overall score.

The app will detect a distracted driving event in the following circumstances:

• Anytime the phone is physically handled while a trip is being captured 
• A call is placed or answered 

Distracted driving increases the risk of an accident exponentially and is a concern to everyone on the road. We recognize there are certain instances when you might use your phone in the car, such as at a drive thru window or while stationary - these are low risk activities and will have a minimal effect on your Aviva Journey score. 

The acceleration and braking scores take into account the intensity and duration of each acceleration or braking activity.

Your acceleration score is determined by how frequently you accelerate and how quickly you accelerate.

Your braking score is determined by how frequently you brake hard and by how much you decrease your speed. Smooth braking will improve your score.

We know braking hard may be required at times. Your overall driving score is calculated over several trips so, one occurrence in one trip should not have a significant impact on your overall score.

Your cornering score is determined by how fast the car is turning and the amount of force generated in the turn.

Our contextual score is based on factors that can contribute to safe (or risky) driving, including factors like:

• road types (e.g., highway, urban or rural)
• time of day (e.g., driving in day during rush hour or driving at night)
• day of week (e.g., weekdays or weekend)
• distance travelled

If the driver shows safe driving through other scoring factors like acceleration, speed, braking, cornering and distracted driving, then the context score has a relatively minor impact on the overall score.

We all have our moments where we react negatively to a situation. No one is perfect. And although Aviva Journey monitors your trips for braking, accelerating, distracted driving, cornering, and speeding, each individual trip would make up a very small portion of your overall driving score. A single bad day would have a minimal impact on your personalized Aviva Journey premium.

The Aviva Journey discount or surcharge gets applied to all coverages on your policy except for endorsements and family protection coverage. The discount or surcharge only applies to the principal driver’s portion of your overall vehicle premium. Please contact your insurance representative if you have any questions about how your premiums are calculated. You can also refer to our Terms of Use for more details.

Use of your smartphone while driving generally qualifies as a distracted driving incident. Here are some common situations that are excluded:  

• Paying with your phone at the drive-thru 
  
• Stopping on the side of the road to use the cellphone 

Depending on when you joined the Aviva Journey program, your eligibility for a personalized discount or surcharge may fall into one of two scenarios:

If you have used the app for at least 120 days prior to your renewal notification being processed, and if you have recorded at least 1,000 kilometers on the app (since the time you enrolled or since your last assessment) then you will receive a personalized discount or surcharge based on your driving score. If you recorded less than 1,000 kilometers on the app, then you will remain on the program but lose your discount or surcharge until the next time we assess you. 

If you’ve used the app for less than 120 days prior to your renewal notification being processed, you’ll keep the 10% enrollment discount until the next time we assess you.  

NOTE: Enrollment in the Aviva Journey program does not guarantee entitlement to any program discount or surcharge, which varies based on the collected data. Your renewal review period usually starts 60-70 days before your policy renews. If you wait until the last minute to meet the program requirements, such as driving at least 1,000 km and participating for 120 days, you may not qualify for the discount in time. To make sure your driving score reflects all your trips, we strongly recommend keeping the app active and logging trips regularly throughout your policy term.

The Aviva Journey discount or surcharge only applies to the principal driver of the vehicle. Any vehicle for which the principal driver signs up qualifies for the discount or surcharge if the program eligibility and driving discount eligibility requirements  are met.

You will see two discounts listed on the Discount screen. The projected discount or surcharge is updated after every trip (based on your driving habits) and reflects the discount or surcharge that you’re expected to receive in your next policy term. The current discount or surcharge reflects the discount or surcharge that you’re earning in your current policy term and does not change after each trip.

If eligible, your updated premium will be applied at the time of your renewal.

Your driving score and potential savings will continue to update as you record trips, right up until your renewal is finalized. To give yourself the best chance at a personalized discount, keep the Aviva Journey app active and let it track your trips throughout your policy term. Your updated discount for the next policy year will appear under Current discount in your app starting from your renewal date.

The kilometre count in your app does not reset to zero at the start of a new policy year. Instead, when assessing eligibility for the renewal discount, we consider your driving activity over the most recent 12 months. To make the most of the program and stay eligible for rewards, we encourage you to keep participating in the program regularly.

Riskier driving behaviour could increase your premium by up to 25%¹. Please refer to “How are my driving scores and personalized premium adjustment calculated?” for more details on how we assess you for your personalized Aviva Journey discount or surcharge.

To participate in the Aviva Journey program, you need to have a compatible iPhone or Android smartphone with the latest operating system (OS) or at least the two prior OS versions installed. You’ll also need to make sure your Apple® or Google Play™ account is set to Canada.

Once you sign up for the program with an insurance representative, you will receive a welcome message (SMS) and/or email with instructions to download and activate the app. Once you activate the app, please allow up to 2 business days for us to enable your account. 

If you can’t find the welcome message, please contact us:

• Email: conduimaticaviva@aviva.com
• By phone: 1-844-565-9620  (Monday – Friday 8 am – 6 pm ET )

The welcome message (SMS) and email includes information about where to get the app and the activation code required to activate it.

After signing up for the Aviva Journey program, you have 15 calendar days from the date you’re sent the welcome text message (SMS) and/or email to download the app and register with your personal activation code. The Aviva Journey app will begin collecting data upon enrolment, which may be prior to a new policy’s start date.

Please contact our technical support team at conduimaticaviva@aviva.com or call us at 1-844-565-9620 (Monday – Friday 8 am – 6 pm ET) so that we can help you right away.

If you haven’t activated the Aviva Journey app within the 15-day period, you will be automatically unenrolled from the program. Any enrollment discount will be removed, and an updated Certificate of Automobile Insurance and Automobile Billing Statement will be sent to you. If you would like to
re-enroll, please contact your insurance representative.

No, you don’t need to turn on the app before each trip, the app automatically records each trip after it is initially installed and set up.

For iPhone users, you do need to enable location services, notifications, motion & fitness, and enable background refresh. For Android, in addition to these, you will also need to set background usage to unrestricted (disable battery optimization) and enable battery optimization and phone activity. This can be done while completing the app setup process. Enabling these settings will allow the app to use data from your phone to detect things like your location, changes in speed, start of a trip and acceleration. 

No, much like other apps your phone needs to be on in order for the Aviva Journey app to function.

The app is currently offered in English and French languages only. The primary language of the app depends on language settings of your phone.

No, each principal driver who chooses to enroll in the program will get access to their own app as long as they meet eligibility requirements.

Use of the app may affect your smartphone’s battery life. Please ensure that the smartphone is charged and activated when the vehicle is being driven so that it can collect and record your driving data.

Aviva Journey app consumes an average of 10% of a smartphone’s battery life per hour while the trip is in progress, and lower when no trip is being recorded. This is subject to change and based on factors such as app usage and driving habits.

You will need a data plan with your cellphone provider in order for the app to accurately capture your location information while driving. The app is free and can be downloaded via Wi-Fi or cellular data. However, unless you are connected to a Wi-Fi network, downloading the app and the app itself will use your cellular data to transfer collected driving data to Aviva Canada and the program supplier. You are responsible for assuming all roaming fees, data fees (including overage), plan fees and any other fees your cellphone service provider may charge as a result of your download and use of this app.

The amount of data expected is roughly 0.2 MB per hour of driving. This can vary based on app usage and driving habits. If you prefer to use Wi-Fi to upload your trip information, go to More > Settings > Trip Settings and turn on “Trip Uploading.” Updates may take longer while waiting for a stable Wi-Fi connection.

Starting December 1, 2026, the Aviva Journey Rewards Program will be discontinued. While the rewards portion of the program is ending, Aviva Journey will continue to provide personalized driving insights, feedback, and eligibility for driving-based discounts.

If you enrolled in the Aviva Journey Program before December 1, 2026:

What's changing

1. Earning rewards points
   • Continue earning rewards points until your upcoming policy renewal date or November 30, 2027 (whichever comes first) provided your Aviva Journey account remains active. 
2. Redeeming rewards points
   • Check your rewards balance by logging into the Aviva Journey app and selecting “More...”
   • Exchange your points for rewards (eGift cards) in the Aviva Journey app by December 31, 2027.

What’s staying the same

The program will continue after the Aviva Journey Rewards Program ends. You can continue using the app and participating in Aviva Journey as you do today, including:

• Personalized insights and feedback about your driving to promote safe driving habits
• A chance to earn a discount based on your driving behaviour

Note: If you enroll in the Aviva Journey program on or after December 1, 2026, you will not be eligible to earn rewards.

If you have questions about these changes or are looking for more information about Aviva Journey, call the Aviva Journey team at 1-844-565-9620 or email us. For all other inquiries, including questions about your policy, please contact your insurance representative.

1. Track 10 driver trips or more and accumulate 100 km or more in the month. Trips marked as passengers are not eligible.
2. Earn a driving score of 92 or higher.
3. At the beginning of the next month, check the Rewards screen in the app and see how many points you’ve earned for safe driving.
4.  The safer your drive, the more points you earn up to a maximum of $100 per year.

1. Go to the “Rewards” section of the app to view your points balance and use your points towards a wide selection of available eGift cards.
2. Your eGift cards will be sent to your email inbox shortly after you’ve redeemed them.

Visit the Rewards section in your app to see your points balance and the list of available gift card options.

Any unused points will expire and no longer be available if you leave the Aviva Journey program.

Gift cards

Your gift cards don’t expire. Make sure to click the link in your email within 90 days to activate and receive your gift card voucher or code.  

Loss of eligibility to Aviva Journey 

Your points will expire on the effective date of the change. Rewards points will be unavailable after that date.  

Termination of your insurance policy by Aviva or you 

Your rewards points will expire on the effective date of termination. Rewards points will be unavailable after that date. 

Cancellation of your insurance policy 

In the event that your insurance policy is cancelled, your rewards points will automatically expire without notice.

No. Reward points cannot be transferred, including between users.

Rewards is a feature of the Aviva Journey program and cannot be removed without withdrawing entirely from the program. However, you can simply ignore the feature. It will have no impact on the way you currently use the app. If you choose to end your participation at any time from the Aviva Journey program, simply contact your insurance representative. It’s important to remember that you will lose any discount, surcharges or Reward points related to the program upon withdrawing from the program. 

You must redeem your points before leaving the program. If your enrollment is terminated for any reason, by you or by Aviva, you’ll lose access to your points and will not be able to redeem them.

Aviva will send you a notification of any material changes to the Rewards program between 60 to 90 days before the effective date of the changes.  

It’s important that you monitor the Terms of Use and any modifications to these FAQs on a regular basis. Your continued participation in the Aviva Journey program will be considered as your acceptance of the new terms. 

The minimum amount of points required for redemption begins at 100 and differs between the retailers. Visit the Rewards section in your app for more information. 

It is not possible to swap a gift card once you have made your selection, so please complete your gift card purchase only when you are sure of your choice.

Your rewards data and information will be handled in accordance with applicable laws and our privacy policy. 

When you redeem your rewards, your personal information, including email address and points accumulated, will be transferred to our gift card provider to process your request.

If you have any questions about Aviva Journey Rewards, please contact your insurance representative. For technical assistance:

• Email us through the Feedback option in the More screen of the app or directly at conduimaticaviva@aviva.com
• Call us at 1- 844-565-9620 (Monday – Friday 8 am – 6 pm ET)

Trak Global Solutions Holdings (Canada) Inc. o/a IMS (Insurance and Mobility Solutions) is the supplier for the app.

For each trip you make, the Aviva Journey app will collect the following information: 

• GPS data – such as speed, time and location 
  
• Scoring data – such as acceleration, speeding, braking, cornering and distracted driving (for example, using your cellphone while driving) tracked from your GPS or accelerometer 
• Trip details/Driving events – such as road type, distance travelled, time of day, and day of the week when a trip occurs 
• Mobile device information – such as your device ID, battery level and charging status 
• Internet connectivity – via mobile or wireless  
• Events – such as turning on or off the app  
• Other information – for location-related features such as Find my car, including latitude/longitude 

We may use specific personal information such as your name, address, phone number and email address for authentication purposes and to provide you support with the Aviva Journey program.  

Information about driving behaviour and trips is shared with Aviva Canada Inc. and its affiliates, and Trak Global Solutions Holdings (Canada) Inc. o/a IMS (Insurance and Mobility Solutions), a mobile telematics company. We work with this service provider for the technology, systems, and services necessary to run the Aviva Journey program. For further information, see our Terms of Use.

Your information will be handled in accordance with applicable laws and our privacy policy.

To learn more about how we use your information, please check out our Terms of Use.

No. The only information received is to detect if the driver is using the phone while driving (distracted). Aviva will never track or record a customer’s phone calls through the app.

You can access your recorded trip details through the Trips screen on the Aviva Journey app.

No one else can see your score and trips unless they have access to your Aviva Journey app on your smartphone. 

If you get a new smartphone, you’ll need to re-download the app onto your new device and login again.

Please notify your insurance representative if you change your email address or telephone number to ensure your app works properly.

If you no longer have access to your old email, please contact the Aviva Journey team to reset your account with the new email address.

Email: avivajourney@aviva.com

Call us: 1-844-565-9620  (Monday to Friday, 8 am to 6 pm ET)

If you have accidentally deleted the Aviva Journey app, you can re-download it from the Apple App Store or the Google Play Store and enter your email and password (created upon set-up). The application will pick-up where you left off.

While you are away, and your cellular data is on, your driving data can be tracked globally. You’re responsible for assuming all roaming fees, cellular data fees (including overages), plan fees and any other fees your cellphone service provider may charge you as a result.

You must start driving before the Aviva Journey app can determine the starting point of your trip. It takes the app approximately 300 metres to detect movement and your location.

If someone else is using your phone while you’re driving, that behaviour will count towards your score. However, you can go to the Trips screen and change your driver/passenger status within 7 days of completing a trip.

Taking public transportation like the train, subway or the plane will not count towards your score.

For the Google Play Store, the app is available in Canada only. Note that you need to have a Google account associated with Canada to be able to download the app.

You can download the Aviva Journey app from the App Store® or Google Play™. 

Sometimes a trip may not be recorded because:

• There's no internet connection
• Your permissions are disabled
• The Aviva Journey app is experiencing technical difficulties

If you’re still experiencing issues with the app and need further assistance, try the following steps:

• Ensure you’re using the latest phone operating system (OS) software and have updated the Aviva Journey app from the Apple App Store or Google Play.
• Ensure you have disabled battery optimization and enabled phone activity on your phone.
• Use only your primary phone: Make sure you're only signed in to the Aviva Journey app on your primary phone and signed out of all other devices.
• Reinstall the app: Uninstall and reinstall the app on your primary phone, then log in and enable all permissions.
• Reach out for support: 
  • Email us through the Feedback option in the More screen of the app or directly at conduimaticaviva@aviva.com
  • Call us at 1-844-565-9620  (Monday – Friday 8 am – 6 pm ET)

If you have any questions about the Aviva Journey program, or any technical questions about downloading or activating the app or its functionalities, please contact your insurance representative. For further assistance:

• Email us through the Feedback option in the More screen of the app or directly at conduimaticaviva@aviva.com
• Call us at 1-844-565-9620  (Monday – Friday 8 am – 6 pm ET)

For the Aviva Journey app to work, your smartphone needs to be switched on and charged suitably and you need to ensure that you have sufficient data on your mobile plan.

If you are logged into the app on multiple smartphones, the phone that was used for your most recent log in will become your active device for the Aviva Journey program. However, you will still be able to view your trips on all the other phones that you are logged into.

To reset your password, select “Forgot password” and follow the instructions on the screen. You’ll get an email with a link to change your password. The password reset link will remain active for 4 hours before it expires. If the link stops working, you can start over by selecting “Forgot password” again.

Still having trouble? Take a screenshot of the error and email it to avivajourney@aviva.com, or call 1-844-565-9620 (Monday to Friday, 8 a.m. – 6 p.m. ET).