Insurance exists to protect people’s property and livelihoods from extreme weather and catastrophe.
Delivering great customer outcomes is one of our strategic priorities. Our performance in 2019 demonstrates that customers continue to choose us to meet their savings, retirement and insurance needs. Across the group, we’ve made further progress in service quality, with positive trends in net promoter scores, customer retention and resolving customer complaints.
Recent storms like Ciara and Dennis in the UK are timely reminders of our social purpose: to be with you today, for a better tomorrow.
Storm Ciara caused widespread damage in the UK in February 2020. Compared to just a month earlier we saw an increase of around 285% in telephone calls and claims in the days following the event1.
We helped several thousand customers, fixing damaged properties and using technology like video chat to help settle claims more quickly. We worked with our network of suppliers to make sure claims from vulnerable customers were given priority. This could include customers who live with disabilities or in remote locations.
We were also part of the launch of a new cross-industry Code of Practice to help make it easier for UK homeowners and businesses to protect their properties from flooding.
We’ve seen just how important that service is during the recent storms here in the UK. We were on the ground quickly, and we had people working round the clock to help customers with things like emergency payments for food and clothes, and organising temporary accommodation while their homes are dried out and repaired. I think events like these really show Aviva at our best.
Natural catastrophes are happening around the world with increasing frequency. Sustainability is now a key focus for governments, corporates and the wider community.
For many years, we’ve been at the forefront of efforts to combat climate change:
- We’re a leader in ESG, whether actively investing our customers’ savings, or managing their retirement income
- We’ve been carbon neutral since 20062
- We’re a signatory to the UN Sustainable Development Goals3
- We’re committed to being a net zero asset owner by 2050. ESG matters to our customers, and it matters to us too
The products and services we provide are crucial to help customers to prepare for and respond to the challenges of a changing climate.
Our response to natural catastrophes such as the recent storms in the UK showed Aviva at its best. Last year we paid over £33bn in customer claims and benefits – over £60,000 a minute.
Insurers must respond quickly to threats to customers’ property and absorb the risk these threats create. We’re here to help customers, but we must run ourselves prudently to make it possible.
There is still much to do. Our focus remains on delivering great service and great outcomes for our customers, and our distribution partners. But because of our financial strength, we can keep caring for our customers for the same reasons we’ve existed for 324 years.
“Storm Ciara is unusual in that it has affected a wide area and so far we’ve seen an increase of around 285% in telephone calls and claims, compared to January.” Andrew Morrish
“We have been active in this area for a long time. Jeff Bezos has said he wants Amazon to become carbon-neutral by 2040; well, Aviva was carbon neutral in 2006.” Maurice Tulloch