Our customers

Doing the right thing for customers

Every one of our 33 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

Globally, we have 50 environmental and social products or services which enable our customers to be more environmentally responsible or gives them easier access to the protection they need for themselves and their families.

For example, the ‘Build back better’ programme in Canada uses 10% of the total loss to commercial property to upgrade the rebuild and ensure it is more resilient to prevent future losses. In Poland, we launched an anti-smog campaign and funded 300 external air quality sensors.

Also in Poland, we extended our cover to include cancer treatments during the early stages of the illness. In the UK, we are working in partnership with a leading cancer charity to speed up the handling of critical illness claims for cancer patients from 60 days to just 24 hours.

Prevention is protection

During 2018, Aviva Ventures, our global capital investment business, invested in a number of start-ups that have a positive social impact such as Biofourmis, a personalised healthcare analytics platform that uses Artificial Intelligence and Machine Learning to predict health deterioration.

Aviva Ventures also invests in Owlstone Medical, a company at the early stages of developing a breath analyser that can test lung and colorectal cancer, two of the most common terminal cancer conditions worldwide. 

Impact investing

In 2014 Aviva France launched Aviva Impact Investing France. It became the first financial institution in the country to create an investment fund dedicated to financing socially and environmentally responsible companies. This fund is now endowed with €30 million and has invested in 48 enterprises.

At the 7th edition of the ‘Instil Invest Crowns’ Aviva France was awarded ‘Best Initiative in Impact Investing’ in the ‘Major Themes’ category. This reward recognises that investments can create social good as well as healthy financial earnings.

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. 

In 2019, we’ll share updates about how we protect international customers’ personal data. 

We fight fraud

Across the world we’re leading the fight to cut insurance fraud.

We have supported the need to reduce fraudulent whiplash claims through our Road to Reform campaign in the UK. The 2018 Civil Liability Act will reform whiplash compensation, but we will continue to champion Road to Reform until the reforms are fully implemented. Aviva has promised to pass on 100% of the savings to its customers when it does.

And in Canada, in 2017 we released the Aviva Fraud report, the first of its kind in the industry, raising public awareness on the impact of auto insurance fraud and the need for reforms.

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