Our customers

Our customers

What matters most to you? What do you want to protect? What kind of future do you hope for?

Every one of our 33 million customers is different. Each one has their own priorities and concerns. We exist to help every one of them to protect what’s important and to rewrite their futures.

In 2018 we paid our customers £33 billion in claims and benefits.

We look after our customers when the bad stuff happens.  We are here to help our customers face into life's uncertainties. But we also want to prevent some of those problems from happening in the first place. 

We take these responsibilities seriously. Paying claims is what we do - it’s why we exist. We pay 98% of our claims across the Aviva group (2018 data), read our infographic for a summary of our story. 

Lisa's story - helping customers 

Lisa from our Claims Assessment team in York takes calls from customers who need to make critical illness or death claims. She says:

Some customers just want to give you the information and get off the telephone. Other customers really need a phone hug and somebody on the other end of the phone to reassure them.

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

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For over three hundred years, we have proved our ability to adapt to our customers’ changing needs. And with a strong balance sheet and £470 billion (as at 31 December 2018) of assets under management, our customers can be confident we will still be there for them long into the future.

We provide a wide range of insurance, protection, investment and savings products. In fact, the range of cover we provide is what makes Aviva different to other companies.

Aviva has a vital social purpose; we help people to handle life’s uncertainties with confidence. This purpose is becoming all the more important when one considers the growing pace of global change. Whether it is economic, political, technological or environmental challenge, our customers are facing unprecedented change in the way our societies work.
Sir Adrian Montague CBE, Chairman

At Aviva, we put digital first so that we can offer our customers better, more personalised products and services.

We are clear that it's our culture and the passion for helping our customers which sit at the heart of Aviva’s future success. This is how we will thrive and be there for our customers - not just today, but for decades to come.

Customer videos