Aviva 

Aviva accepts 96% of insurance claims

Aviva accepts 96% of insurance claims

Aviva paid £2.7bn last year in cash settlements and services to more than 775,000 UK customers claiming on their individual insurance policies.

The vast majority (96 per cent) of claims were accepted across Aviva’s motor, home, travel, protection and health insurance policies in 2016.

More than 23,000 Aviva UK customers and their families benefited from individual protection policies in 2016, with £870m paid out on life insurance, critical illness and income protection claims. 

That is the equivalent of more than £2.4m paid every day to help customers in their time of need.

Aviva paid 98.9 per cent of life and terminal illness claims last year to more than 15,500 beneficiaries, with just 1 per cent of claims declined due to the customer not making accurate statements about their health and lifestyle when they applied for the policy, or the policy definition for a terminal diagnosis was not met.

Last year Aviva paid 92.3 per cent of critical illness claims, with more than £311m paid out to help families manage the financial burden when a serious illness had been diagnosed. 

The most common cause of claim was cancer, accounting for 63 per cent of all claims. 

Of the 7.7 per cent of claims that could not be paid, 1 per cent was due to misrepresentation of important, relevant medical information and 6.5 per cent were due to the condition not being covered by the policy.

Aviva accepted 92.6 per cent of income protection claims last year, paying out more than £37m in monthly benefit to help more than 3,500 customers meet their regular household outgoings. 

The average age of incapacity was 45-years-old.

Rob Townend, Aviva's UK claims director, said: "There is no such thing as an 'average' claim. 

"Each claim has its own story – a human story – where our customers are relying on us for our help and expertise to put things right. 

"This is why people buy insurance – to remove uncertainty from their lives. Helping our customers when they need it most is why we are here. 

"Where we haven't paid a claim, we wanted to share the main reasons why, and what our customers can do about it. 

"That is why we have published our ratio of settled claims across a broad range of personal lines business, from health and general insurance to life and protection."

emma.hughes@ft.com

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