- Our sustainable business strategy
- Doing the right thing for customers
- Strengthening communities
- Our people
- Climate risk and environmental impacts
- Responsible investment
- Our commitments
- Our stories
- Good governance
- Reports and performance data
Making things as good as new
Fire damage claims
We manage a large volume of fire claims every year, but can be limited in what we can do for our customers because we’re not instructed until it’s too late. We’ve therefore introduced a rapid response service which begins work on these claims within 48 hours. This bright idea will halve the time it takes to settle a claim and help us to considerably increase the number of items that can be restored. Not only will we cut our environmental impact, but also reduce our fire claims spend and most importantly help customers get back in their home quicker.
Restoring stain-damaged carpets
We know that customer satisfaction is higher when we remove stains from our customers’ damaged carpets rather than replace them. Our process uses new technologies and cleaning agents to do just that, and the level of successful cleaning of carpets has increased from 10% to 76%. This not only helps minimise inconvenience for our customers, it also helps to dramatically decrease our carbon footprint by reducing the number of carpets we need to replace, generating a 35% reduction in carbon emissions per claim (i.e. an estimated saving of 400 tonnes of CO2e per year).
Restoring the things you love after flood and storm damage
If despite our best efforts we can’t restore the things you love, we’ll always try and recycle it to help avoid waste going to landfill. While just 13% of waste materials we deal with go to landfill, this figure is dominated by the waste carpets and insulation which we have to throw away. That’s why we’re now working to find a recycling plant capable of dealing with them.
The Carbon Trust carried out a piece of research into the way our water claims are now dealt with, following a systems thinking approach. The research indicates that we have saved 7,200 tonnes CO2e by changing how we process ‘escape of water’ claims, This equates to around 9% of Aviva’s direct annual emissions (79,000 tonnes CO2e).