Our customers

Doing the right thing for customers

Every one of our 33.4 million customers has their own priorities and concerns.

We exist to help them protect what’s important to them and to shape their futures.

We look after our customers whatever life throws at them and try to prevent some of those problems from happening in the first place.

Making things simple

We are improving our processes for the benefit of our customers. For example, Aviva Singapore has implemented e-submission for new business applications for individual life and health customers. This has reduced the need for paper forms and made applications easier for customers and advisers by providing an immediate underwriting decision.

Offering products to protect and inspire

Our more than 60 green or accessible products and services across the world enable our customers to be more environmentally responsible or give them easier access to the protection they need for themselves and their families.

In the UK last year, we launched a pilot with Moneyline (a leading not-for-profit social lender) offering a home contents insurance product. This is designed to support low-income, financially excluded customers and can be arranged at the same time as taking out a short-term loan. This will provide lessons on how to encourage low income households to take up insurance protection against financial loss.

In Aviva Singapore, we are going beyond paying out critical illness claims and are partnering with the Singapore Red Cross to set up a pilot ‘Disability Fund’ for our customers. This fund will help them use their pay-out effectively by paying for subsidised services such as transport to and from medical appointments, rehabilitation at a day activity centre and digital home monitoring to keep people safe.

And Aviva Poland’s anti-smog campaign continues to benefit customers. Over the last two years the campaign has seen us fund the addition of 400 external air quality sensors to the national network, with over half of these sensors placed in areas voted for by the public. The sensors are accompanied by a downloadable app, to help people keep track of pollution in their city and adjust their actions accordingly for the good of their health.

Taking complaints seriously

We know that we don’t always get it right and we take any complaints and feedback we receive seriously and investigate them thoroughly. Our customer service commitment is reflected in the Customer Experience Business Standard all our markets abide by - see our policies and responses page for more details.  

Protecting vulnerable customers

We take our responsibility for protecting vulnerable customers’ rights seriously. In the UK, we supported the publication of the Financial Inclusion Commission report. It sets out findings from a research study and identifies ways to increase access to affordable home insurance for under-served people in the UK.

The report highlights that this group:

  • Face a higher risk of loss (up to 30 times in the case of arson);
  • Struggle to replace or repair their belongings – over seven million UK adults have less than £1,000 in savings;
  • Is biased towards the young, with 81% of ‘generation rent’ not having contents cover.

How we protect UK customers’ personal data

We help people protect what’s important to them and save for a comfortable future. To do this, we need to use some of our customers’ personal data.

Our UK Customer Data Charter explains how we protect UK customers' personal data and the rules about how it’s shared.

You can read our Data Charter and watch a short video about it on aviva.co.uk. 

Dormant assets

Despite companies’ best efforts, millions of ‘lost pounds’ go unclaimed. We support the UK Government’s Dormant Assets Commission’s objective of financial services companies’ protecting customer’s rights by trying to find them and reuniting them with their funds.

First and foremost, this is customers’ money. However, when funds are truly dormant, we’re hoping to find ways to make better use of the money for societal good.

You can read the full Dormant Assets Commission report here and the government’s response here.

We support the Armed Forces Covenant

We've signed the Armed Forces Covenant, and pledged to support customers who are armed forces personnel.

Read about what we’re doing to make sure they’re not disadvantaged compared to others.