Morning Stephen,
Thank you for your feedback. We're really sorry to hear about your experience with our online services and chatbot — that’s certainly not the level of service we aim to provide. We understand how frustrating it can be when you're trying to manage your policy and things don’t work as expected.
If you're still needing help with this, please do pop us a private message on Facebook @AvivaUK. with your full name, D.O.B, policy number and the date you're looking to change your policy from and to. Please provide the reference: 104818
You can also contact us here 👉 https://www.aviva.co.uk/help-and-support/contact-us/
Thanks
Aviva Social Team