We are focused on helping to build stronger communities.
We contribute an average of 2% of our Group Adjusted Operating Profit to community investment, in addition to making asset-management investments that have positive community impact. Aviva Foundation 1 also exists and from 2023 onwards, the Foundation’s funding priorities will focus on helping people become more financially secure.
We set ourselves an ambitious goal to make 10 million people more resilient to climate, financial and health shocks between 2020 and 2025. During 2022, we improved the resilience of an estimated 2.4 million people. Since 2020 we’ve made an estimated 7.9 million people across the UK, Ireland and Canada more resilient.
In 2022 our people have delivered over 41,610 hours of volunteering.
- £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
It takes investment
Aviva is investing £10 billion in UK infrastructure and real estate to help our economy and communities bounce back. We invest in the UK’s regions and cities to build vital and sustainable infrastructure. This investment will play a role in the creation of jobs across the country and as at 31 December 2022 we had invested £6.9 billion against our 2020 baseline.
In our core markets - UK, Ireland and Canada - we have 18.7 million4 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 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.
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.
Microinsurance with Lemonade
We understand that traditional insurance may not be right for everyone and firmly believe we all have the right to protection that serves our individual needs. That’s why we’ve partnered with Lemonade as their re-insurer in the UK. Lemonade offers contents insurance that is designed to be low cost and flexible. Additionally, their social impact business model means any additional profit from unclaimed premiums is donated back to the community. We hope our partnership with them empowers the underserved renter’s market and paves the way for more inclusive insurance.
Low-cost income protection
Under 10% of people in the UK have income protection. People on lower incomes or with less savings are more vulnerable to falling into financial distress following an income loss. This income protection product is simple and affordable, allowing these audiences easy access to measures that increase their financial resilience.
Contents cover for Social Housing tenants
2.5 million renters in low-income households’ risk financial distress. One of the reasons for this is that a lack of insurance can prompt the use of credit to replace household losses. Our social housing contents cover with AON offers an affordable and accessible option to help low-income households increase their financial resilience.
Free health and wellbeing support
We offer free access to DigiCare+ to all Aviva protection customers. This extends our traditional offering to include health and bereavement support which proactively helps customers increase their resilience and better their well-being.
Protecting vulnerable customers
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. Any customer can become vulnerable due to a change in circumstances, and we take our responsibility for protecting these customers, and making sure financial products work well for them, seriously.
As part of this responsibility, we use research to better understand the needs of vulnerable customers. We have 180 vulnerability champions and training for all employees which help us embed support into customer service, product design and how we structure our business. Our policies mean that when we create or review products, we take vulnerable customer needs into account and can be flexible with support for people facing financial difficulty.
We aim to improve the accessibility of our services using tools and key partnerships. SignLive offers free British interpreters for home, car and workplace pension questions and claims, and Plain Numbers helps support our customers with low financial capability. Our digital product teams ensure the needs of people with disabilities are considered in research, design, and development activities.
Through our partnership with Macmillan, customers experiencing cancer can get the right emotional, clinical and financial support as part of their claims process. We also signpost customers with challenges around financial resilience to partners Citizens Advice and Money Advice Trust.
Supporting Customers with the Cost of-Living
With the growth in inflation leaving many struggling, we want to ensure our customers can keep valuable cover in place
See how we can support you with Life Insurance payments
Click here for more information on cost-of-living support for UK Customers
Additional free support
Free life insurance for new parents
One year of free Life Cover for parents with children under the age of 4 to help increase financial resilience in those early years.
A free check-up for wealth, work and wellbeing for people aged 45-60 to help them plan for later life
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 2021/22 we were the 11th largest taxpayer in the UK5 and we pay significant amounts of tax to governments around the world. As well as paying all taxes due on our profits, we make considerable tax contributions through sales and payroll taxes. In 2022 our global tax contribution was £3.4 billion.
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, in total our people have given 41,610 volunteering hours to help others in 2022.
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
4 as at 31 December 2022
5 Based on PwC analysis of the 100 Group Total Tax Contribution Survey, December 2022.