Doing the right thing for our customers

We know the relationship between insurers and their customers has sometimes lacked trust, so it’s more important than ever that we do the right thing for our customers.

Making it clear and simple

Our customers are at the heart of our business and we know we need to always do the right thing for them. This ranges from ensuring we communicate to them clearly and simply, through to streamlining our processes, and being there for them if the worst were to happen. For example, in Aviva Singapore our Aviva ClaimConnect app allows our customers to enter their medical claims through the app instead of sending in hard-copy versions. The app also allows them to check their benefits and locate medical facilities that are nearby. Plus, through our British Red Cross partnership, our UK front-line claims staff are trained in how to recognise the impact of flooding events on our customers’ mental health and well-being, to ensure we support them in the most helpful way if we notice signs of stress.

Products to protect the things that matter most

We’re passionate about designing simple products and services that meet our customers’ needs. 56% of our markets offer some form of socially inclusive insurance proposition, with 16 green or reduced carbon footprint propositions on offer.

Taking complaints seriously

Putting the customer first also means ensuring that if our customers are not happy with our service, we do our best to put it right. We ensure that we take any complaints and concerns seriously, in line with our business standards. We were also the first insurer in the UK to publish transparent customer reviews of our products and services*.

Fighting fraud for our customers' sake

In 2016, we continued to help make our industry work better for everyone, leading the fight to cut fraud and therefore costs to our customers. Our latest Road to Reform report revealed why injury claims are on the increase, the impact on the average premium and how our proposals to help cut this practice will reduce costs for UK motorists.

*1 December 2016: overall rating for home: 4.6 out of 5, overall rating for motor: 4.5 out of 5.

At the heart of customers' needs

Someone has a heart issue in India every four minutes, leaving a health security gap that causes real concern for people throughout the country. In 2016, we launched the Aviva Heart Care product for couples – the only insurance cover in India dedicated to heart health that protects the policy holder and their spouse, covering 19 heart conditions.

 

Dormant Assets

Sometimes people lose track of their investments. Despite companies' best efforts, it's not always possible to reunite them. Aviva has contributed bright ideas and people to the Dormant Assets Commission to help it recommend ways for ‘dormant’ or lost funds to go to charity, whilst protecting the rights of owners to reclaim their funds at any time.