Claims – The moment of truth

At Aviva we’re really proud of our claims service and the support we’re able to provide to customers when the worst happens and they need to make a claim. The response to the winter flooding in the north of England and the work we’ve done with the government to tackle fraudulent whiplash claims are just two ways this has really been brought to life.

In December the North West of England saw over 200% of the average rainfall levels and new UK record of highest rainfall in 24 hours. In the North East 5 inches of rain fell in a day and the Met Office issued 24 flood warnings and two red alerts on the same day for the first time its history. The subsequent flooding caused devastation to many homes and businesses. Naturally this meant that many of our customers were affected, which is why we wanted to ensure we were the first insurer on the ground, arriving before the storms and flooding hit, ready to help customers immediately. And we’ve committed to stay on the ground, helping in these areas until our last customers’ claim is settled.

We used digital technology, including images from drones and policy data to pinpoint where our customers homes and businesses had been affected. Our surveyors were on hand to provide food and clothing and arrange alternative accommodation where required. Then the focus was on working with suppliers to repair and restore properties and get people back home and businesses trading again as soon as possible.

Another digital innovation that we’ve been piloting to speed property claims up is Video Connect. Using Skype and FaceTime to upload pictures of property damage to our systems, so that the handlers can route claims more accurately on the first call and settle claims faster.* 

Our Road to Reform campaign was a key factor behind the government announcement in it’s Autumn Statement, to reform legislation in order to wipe out the ‘cash for crash’ epidemic in the UK. We’ve chosen to tackle this problem at the source and it’s paid off for the whole industry – not just our customers.

We continue to take a tough stance on fraud. Last year we defended more than 1,400 customers – four times more than the year before - preserving their no claims discount and preventing premium increases due to spurious, exaggerated or fraudulent claims. This is an investment on our part, but we think it is the right thing to do. Increasingly, the judiciary is also supporting us, awarding Cost orders and finding fundamental dishonesty where claimants are caught trying it on. 

We believe that putting the customer at the heart of our claims service. This level of support helps make ours and your customers feel cared for and supported in their time of need and gets them and their businesses back to normal as efficiently and effectively as possible.

Our aim is to provide you and your customers with a smooth, easy claims experience. So customers want to renew and recommend both you and Aviva, which makes good business sense for you, for your customers and for us.

*If you’d like to take part in the pilot, please email

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