Aviva reveals income protection claim figures

Aviva paid more than 50,000 individual protection claims last year.

The insurer paid out more than £1b to cover the claims, across life insurance, critical illness, income protection and other individual protection policies, according to recently released figures.

Last year was the third consecutive year that claims payments exceeded £1b, with the insurer achieving a paid rate of 98.3% across all individual protection policies.

The year also saw Aviva’s protection claims team send out around 650 gifts to lift the spirits of customers going through a claim, with around 440 sent to children and their families as part of the Project Teddy initiative for children’s critical illness claims.

Jacqueline Kerwood, claims philosophy manager at Aviva, commented: “The scale of the payments we consistently make to individual protection customers year-on-year evidences the crucial financial support that our protection insurance provides for tens of thousands of UK households, especially during times of broader cost of living challenges.

“Over the last five years we have paid over £5.1 billion across more than 200,000 individual protection claims, supporting UK families during the most difficult times.

“Whilst we have a consistent track record for paying out claims, we are equally focused on going above and beyond our customers’ expectations of their policies and their cover.

“More and more customers are registering with and using our Digicare+ wellbeing services app, while our relentless focus on putting customers and their families at the heart of a first-class claims service has led to outstanding customer satisfaction scores.

“We will be sharing Aviva’s Individual Protection Claims Report and hosting adviser webinar events in May, which will provide compelling evidence for advisers to share with customers when discussing the importance of having and keeping protection insurance in place.”

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Mark Dugdale