Doing the right thing for customers

At the heart of customers' needs.

Someone has a heart issue in India every four minutes. What if it was someone you love? That’s why we launched Aviva Heart Care for couples in 2016. It’s the only insurance cover in India dedicated to heart health that protects customers and their spouse, covering 19 heart conditions.

Aviva Heart Care is one of the ways we’re building trust. Let’s face it: insurers don’t feature among customers’ most-trusted brands. So we work even harder to win their trust by trying to do the right thing by people - always.  

We make things simple

In Singapore, Aviva ClaimConnect, bucked the trend of long wait times, to let customers start medical claims through an easy-to-use, jargon-free app. They can also check their benefits and find nearby medical facilities quickly on the app. 

We respond to signs of stress

Through our British Red Cross partnership, our UK claims teams are trained to spot signs of stress when customers call us to make a flood claim. Thinking about customers’ wellbeing means we can respond to how they’re feeling. We try to help people in a way that reduces their stress.

Products to protect all

56% of our markets offer some form of socially inclusive insurance product, and 16 products or services that have a positive impact on the environment eg discounts for drivers of electric cars.

We take complaints seriously

If customers are unhappy with our service, we listen and do our best to put it right. We were the first insurer in the UK to publish unbiased customer reviews of our products and services. In December 2016, we got an overall rating of 4.6 out of 5 for home, and 4.5 out of 5 for motor.

We fight fraud

We’re leading the fight to cut insurance fraud. Our latest Road to Reform report revealed why injury claims are on the increase, the impact on the average premium and how our proposals will cut fraud and reduce costs for our customers.

We protect customers’ rights

Sometimes people lose track of their investments. Despite companies' best efforts, millions of ‘lost pounds’ go unclaimed. We work with the Dormant Assets Commission to protect people’s rights, by trying to find them and help them to reclaim their funds. We’re also hoping to find ways to make better use of the money that does go unclaimed.  You can read the full Dormant Assets Commission report 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