Our customers don’t have to worry about the bumps in life’s road. They can count on us to help plan the journey and, if something goes wrong, we will be with them to put it right. In 2019 we paid our customers £33.2 billion (as at 31 December 2019) in claims and benefits.
We help people from Norwich to Naples save for the future, navigate retirement and insure what matters to them.
Our 33.4 million 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.
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:
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.
Recent storms in the UK are timely reminders of our purpose: with you today, for a better tomorrow.
When storms Ciara and Dennis hit, 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.
Our customer stories
Hailstones the size of ping pong balls
In June 2019, a violent hailstorm unleashed itself on the southeast of France. Hailstones the size of ping pong balls and high-speed winds wrecked buildings and crops and put livestock at risk.
Residents hadn’t seen anything like it
TV coverage brought home the enormity of October’s flooding on the Isle of Man. Major and complex claims consultant Phil Sheridan knew customers lives were being turned upside down and rapid action was crucial.
Simply thank you for my son’s birthday gifts
Mr W called us late on a Monday night. He'd been off work for over four months with Multiple Sclerosis. His critical illness payment had been delayed and his son’s birthday was coming up. Mr W just wanted to know when we were going to pay him the money.
£15 million fire at Battersea Arts Centre
When fire destroyed the Battersea Arts Centre (BAC), the roof and ornate 1893 Grand Hall fared the worst.