Following the Bay of Biscay storm, which swept through several departments in south-west France on 24 January, Aviva has released its first quantified estimates, concluding the following:
Following the Bay of Biscay storm, which swept through several departments in south-west France on 24 January, Aviva has released its first quantified estimates, concluding the following:
- 150 branches involved
- 11,000 claims recorded to date by those branches
- Claims totalling €28 million
- Average claim value €2,600
The Mont de Marsan branch is the most affected, with 466 claims to date.
By extrapolating these figures, Aviva anticipates a total of around 13,000 claims worth a total of €33 million.
For its part, Eurofil has taken a total of 1,470 claims worth a total of €1.8 million, with an average claim value of €1,200.
Aviva mobilizes teams for its affected customers
The 150 agents in the South-West region and their 300 partners, 20 seconded experts and 300 claim managers have been allocated since 24 January.
Each of the 150 branches in the affected departments is currently handling an average of 70 claims. The most affected branches have received support from teams from the Paris region, which has helped to speed up registration and management of claims.
On two occasions (Wednesday 28 January and Monday 2 February), Jean-Pierre Menanteau, CEO of Aviva, accompanied by Philippe Sorret, managing director, Bruno de Seguins and Hugues de Marolles, head of sales and compensation, has visited the South-West in order to coordinate the action being carried out on the ground by agents, inspection teams and partners from the Toulouse settlement centre.
The company has made cash advances to its agents to allow them to settle customer claims as quickly as possible. Furthermore, it has provided inspectors with the means of making immediate payments, allowing policyholders to obtain up to €3,000 quickly and without an expert assessment.
Moreover, Aviva has set up a communication system incorporating e-mails, radio spots and notices in the press to inform customers of the steps they need to take and the solutions readily available to them.
Summary of special measures taken by Aviva for claim management
Aviva Assurances, through its network of general agents, and Eurofil, specialist in direct insurance by phone:
- Are making advance payments via their general agents and remote advisers, in accordance with customer needs and requests,
- Have waived the requirement for wind-speed verification for claims made in the departments affected,
- Are already paying for all work on homes against receipts of up to €3,000, without expert assessment, for all claims made within ten days,
- Are waiving the excess payments normally provided for in private policies for any damage resulting from the storm,
- Have extended the normal claim deadlines by five days to 28 February,
- Are taking into account the circumstances facing customers affected by the storm if they are temporarily unable to meet their insurance premium payment dates.
Aviva Assurances customers may contact their general agent directly. To activate the Aviva Assurances guarantee provided for in comprehensive home and car insurance policies, and in more extreme cases to obtain financial assistance, customers should call 0825 804 848.
Eurofil customers should call:
- 0800 037 380 to make claims
- 01 47 14 15 15 for Eurofil assistance
Aviva Assurances and Eurofil remain open to specific cases and shall endeavour to handle claims made by customers facing particularly difficult circumstances with understanding.
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Press Contacts:
Aviva Assurances
Fanny Diéval
Telephone: 01 76 62 79 67
E-mail: fanny_dieval@aviva.fr
HDL Communication for Aviva Assurances
Nicolas Faget
Telephone: 01 58 65 20 17
E-mail: nfaget@hdlcom.com
Aviva France
Isabelle Noir
Telephone: 01 76 62 70 21
E-mail: isabelle_noir@aviva.fr
Notes to editors:
About Aviva
With more than 300 years' experience, Aviva is a major European insurer of global dimensions: it is the leading provider of life assurance and pensions in Europe and holds strong positions in other markets around the world, in particular in North America and Asia, making the company the fifth largest insurer in the world on the basis of gross premiums as of 31 December 2007. Aviva has three main business areas: life assurance and long-term savings, asset management and general insurance, with a total turnover of €56.7 billion in 2007 and €455 billion in assets under management as of 30 June 2008.
With more than 180 years experience in France, Aviva ranks among the top ten players in the insurance market. Aviva France stands out for its solid and profitable balanced multi-distribution model based on a comprehensive range of products aimed primarily at individuals and small- and medium-sized enterprises: with nearly 900 general agents, 1800 branch staff, 400 life assurance advisers, almost 900 asset management advisers (Union Financière de France) and more than 1000 active partner brokers serving three million customers every day. Aviva has developed a special ability to build effective partnerships for the benefit of its customers, most notably with AFER, France's leading savings association, and the Crédit du Nord, Société Générale, Ford and Médéric groups. A specialist in unit-linked products, Aviva is renowned for the performance of its long-term funds, the quality and innovative nature of its products, and its strong commitment to customers through its "Good Advice" approach.
Aviva France is a corporate citizen, having notably reduced and neutralized its CO2 emissions, supported more than 250 projects helping children and pensioners through its Foundation, and implemented an acclaimed diversity policy.
The Aviva group has more than 4700 direct employees in France. On 31 December 2007, it reported a consolidated turnover of €6.5 billion and a net profit based on IFRS accounting standards of €338 million. The company was managing €71.4 billion worth of assets as of 30 June 2008.