Our customers

It takes Aviva

Our customers don’t have to worry about the bumps in life’s road. They can count on us to help plan the journey.

We help people from Norwich to Nova Scotia save for the future, navigate retirement and insure what matters to them. People like those affected by the hailstorms that hit Canada on June 13 2020. 

We have the ability to help our customers at every stage in their lives. We have to remember at all times that we are dealing with people’s lives. That is a huge responsibility and one that we need to take very seriously.

Hailstorms in Calgary – support in lockdown

Hailstones the size of tennis balls battered the city. The damage was so great it became the fourth most expensive insured natural disaster in Canadian history.

Most of the damage was to people’s homes and vehicles, things like, smashed windows and shattered windshields. As the storm subsided, the clean-up began, and so did the calls from customers who needed our help.

Our dedicated claims team

Despite being in the midst of lockdown due to the COVID-19 outbreak, our Canadian claims team has been working fully remotely, handling inspections and estimates for customers. Our service level has remained excellent throughout, and we’re continuing to support our customers through the claims journey to help them get back to normal quickly.

Our customers are making choices about the most precious aspects of their life; how to look after their homes, their health, their family, their business, how to save and invest their money and how they will pay for the life they want as they get older.

We paid our customers £30.6 billion during 2020 in claims and benefits.

Lisa's story – helping customers

Lisa from our claims team in York takes calls from people who need to make critical illness or death claims. 

In this video you can hear from Lisa, and see how she and her colleagues help our customers.

Please enable your browser JavaScript to view the video

Claims assessor, Lisa: My name's Lisa Jordan and I work on the claims assessment team in York.

I deal with inbound calls from customers regarding death claims or critical illnesses. Some customers just want to give you the information and get off the telephone and other customers really need like a phone hug and just somebody on the other end of the phone to reassure them.

It's about the customer and putting them at ease at such a difficult time.

[Start of excerpt from a call between Lisa and a distressed widower]

Claims assessor, Lisa: "We can look at paying the funeral bill out of the funds."

Aviva customer: "That will be extremely kind."

Claims assessor, Lisa: "I'll ring him now and let him know what's happening."

[End of excerpt from a call between Lisa and a distressed widower]

Claims assessor, Lisa: Doing my job on a daily basis is living the Aviva values. We're always looking at ways to simplify the processes for the customers, which is killing complexity. We definitely care more, always with the customer on the telephone. We never rest, we're always looking at ways to improve things. I'm always trying to encourage friends to take policies out. I feel quite passionate about what we do. 

I do love my job, I love speaking to customers, and helping them, and I get real job satisfaction out of the fact that when they get off the telephone, I know that they're going away feeling comforted.

[Resumption of excerpt from a call between Lisa and a distressed widower] 

Aviva customer: "Lisa, I can't tell you how much I appreciate all your kindness..."

Claims assessor, Lisa: "Aww... thank you. Don't start crying again, you're going to make me upset"

Aviva customer: "Yes."

[End of excerpt from a call between Lisa and a distressed widower]

[End frame: "We are Aviva aviva.com"]

Weathering the storm – our response to Storms Ciara and Dennis

Aviva exists to be with people when it really matters. We’re here to help them make the most of life and stand strong by their side through the good and the bad.

With you today, for a better tomorrow

Recent storms in the UK are timely reminders of our purpose.

When storms Ciara and Dennis hit in February 2020, our people worked around the clock to provide support to thousands of customers whose homes and businesses were flooded.

Our focus on delivering great service and great outcomes for customers remains unchanged over the last 300+ years. And it’s our financial strength, that will enable us to keep caring more for our customers, today, tomorrow and beyond.