We are focused on helping to build stronger communities able to bounce back from a crisis.
In 2020 COVID-19 drew attention to the need for community resilience and for prompt action to support those in need. We acted fast to support people who needed help. In 2020 we committed £43 million to charitable partners supporting customers and communities in the face of the COVID-19 pandemic, including a pledge of £5m to NHS Charities Together. We also took action through our long-running and award-winning partnership with the British Red Cross, to which Aviva and the Aviva Foundation 1 donated £10 million this year.
In addition to our work supporting communities in the COVID-19 crisis, our other work in community resilience continued. We committed £11.5 million to other local projects, including through our Aviva Community Fund in France, Italy, the UK and Ireland, and our road safety work in Canada. The Aviva Foundation in the UK also continued to invest unclaimed assets of shareholders through grants and social enterprise investments, including important work to support vulnerable customers with their financial resilience.
The coronavirus pandemic is the latest example of how unexpected events can turn people’s lives upside down. We will work with our customers, communities and partners to build back a stronger economy, and help more people get the insurance protection and income in retirement they need for a bright future.
- £10bn UK infrastructure and real estate investment by 2023
- >13% (and growing) UK population preparing for retirement and retiring with Aviva 2
- 2% of annual profits invested in the community 3
We’re aiming to achieve these goals through four key areas:
- Investments & underwriting
- Purposeful propositions
- People & Operations
- Extending Impact & Voice
Investments & underwriting
Aviva is investing in UK infrastructure and real estate to help our economy and communities bounce back. We plan to invest in the UK’s regions and cities, in critical areas such as social housing, renewable energy and rail networks.
In our core markets - UK, Ireland and Canada - we have 18 million (as at 31 December 2020) customers. Every one of them 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.
Offering products to protect and inspire
Our over 100 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. Find out more about some of our environmentally responsible products and services.
If money talks, what does your spending say about you?
Aviva’s responsible business approach in the UK has recently been assessed and accredited by two independent organisations, The Good Shopping Guide Ethical Company Award and The Good Business Charter.
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.
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.
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.
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.
People & Operations
Aviva has been taking care of people for more than 300 years.
We live in the same streets and work in the same towns. We recognise the strength that comes from our connection to one another and are deeply invested in our communities.
As a multinational company and one of the UK’s largest companies we play an important part in the economies and societies in which we operate through the taxes we pay. In 2019 we were the 8th largest corporate contributor of tax in the UK and in 2020 we paid £1,052 million in corporate income taxes globally, including £779 million in the UK.
As well as looking after our customers, our people continue to play a vital role in community activity, fully demonstrating one of Aviva’s values: Care. Everyone is entitled to paid volunteer leave and despite the restrictions put in place as a result of COVID-19, in total our people globally have given more than 29,200 volunteering hours to help others this year.
Extending Impact & Voice
We recognise the importance of contributing to our communities through community investment and long-term partnerships.
1 The Aviva Foundation is administered by Charities Trust under charity registration number 327489
2 Adult population only (over 18 years)
3 Percentage of core market profit only