Protection Insight - Issue 3


Nothing will happen to me, right?

Paying claims is the single most important thing we do. It’s how we help our customers defy uncertainty by providing financial support when they need it most. Because as little as we like to admit it, the fact is that illness and death can hit families at any time. Of course, there are things we can all do to reduce the risks of illness and live a long healthy life but it’s not all within our control. In fact, the only thing we can control is making sure that should the worst happen, your customer and their families are financially protected, so that money is one less thing to worry about. 2018 was a great year Last year, we paid out more than £957 million worth of claims to more than 26,000 customers and their families in the UK. We paid more than 16,000 customers for

Building trust People’s perception is that insurers don’t pay out on claims – that we’re quick to take money, but no so quick to pay out. Yet, last year we paid out 96.5% of the individual protection claims we received. We’re happy we’ve been there for our customers in 2018, by supporting and helping them making the claims journey as smooth as possible. For more customer stories and more information on our covers and support services please visit www.aviva- protection claims page. *These services are non-contractual and can be removed at any time.

life and terminal illness claims and we saw an increase in children’s benefits claims too, settling 264 claims to under 18’s. When it comes to paying out claims, we don’t see it just from a statistical point view. We believe that it’s all about the individual claims journey each customer experiences – and that journey comes with empathy and consideration considering what’s going on in our customer’s life. We measure success in a variety of ways but helping our customers by settling their claims quickly and easily is what matters the most to us. Making claims journey faster To make claiming as quick, easy and stress- free as possible, we process some life insurance claims over the phone. In these situations, when compared to paper-based claims, we’ve seen a reduction in the average time it takes to settle the claim from around 28 days down to just two or three. We’ve also launched two new support services* to help customers’ bereaved families: • ‘Practical Guide to Bereavement’, sent to the families of customers who contact us about a life insurance claim. • Signposting to legal services through a third-party digital toolkit to help deal with a loved one’s estate.

Mark Cracknell Head of Protection Sales

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