Bringing comfort in a time of loss

Working in the Death Pension Claims team, I support families during some of the most difficult times in their lives, and that’s something I never take lightly. 

A memorable call

One call that sticks in my mind was from a customer whose husband had sadly passed away from cancer. She was emotional and overwhelmed, trying to navigate life without him while caring for their children. She called to claim his pension, hoping it might help cover the bills and keep things afloat.

She told me he hadn’t saved much. He’d been so unwell, and he wanted to enjoy life while he still could. I listened carefully, making sure she didn’t have to repeat herself. I followed our paperless process so she wouldn’t need to send in any documents, just one less thing for her to worry about.

More than just a claim

During the same call, I was able to confirm the value of the policy and let her know the funds would reach her account soon, without any other action on her part. She was stunned - not just by how quickly we could help, but by how much her husband had managed to save with Aviva.

That pension meant more than just money. It gave her the chance to put a deposit down on a home, moving her family out of rented accommodation and into a place of their own. She was beyond grateful.

It reminded me why my job matters. We don’t just process claims, but we bring peace of mind, dignity, and hope when it’s needed most.