In 2019 we paid our customers £33.2 billion (as at 31 December 2019) in claims and benefits. We’re in it together.
We’re in business to help customers when bad things happen. In these moments of truth, getting the best outcome for customers is our number one priority. We do the right thing, making sure we and those around us are acting with positive intent. We don’t shrink from the tough conversations. We mobilise every resource and do everything we can to help.
On 1 May 2016 a wildfire swept through Fort McMurray, Alberta, Canada. The entire area was evacuated. We received over 1,400 automobile claims and 2,400 property claims, making it the largest catastrophe in Canadian history.
“We all thought it was going to be maybe a two, three, day evacuation at the most,” said our customer Dan Sokoloski.
Sadly, he was wrong. Thousands lost their homes. Our customers, Christy and Chris Brien, were among them:
Mommy, are we going to die here today? Not today, buddy. Mommy will do everything and anything to keep you safe.
“It was almost like a bomb hit the place. Total devastation. It went from being just like a lazy, white cloud to being really black and angry and orange. So I looked at my boss and I said, “I got to go!” The traffic up here was just gridlock. I mean, there was fire all around us.
Everything was burning. My little guy in the back seat pipes up and says, "Mommy, are we going to die here today?” And I said, “Not today, buddy. Mommy will do everything and anything to keep you safe."