Supporting customers through the bad weather

We’re proud of our claims service and how we support our customers and broker partners in fixing things when they do go wrong. The damage caused to people’s property and businesses during the recent wintry weather was no exception.

It's our aim to put the customer at the heart of everything we do, therefore the point at which any customer needs to make a claim is when that commitment is brought to the forefront. When bad weather hits, just like we’ve seen in the past couple of months, the work we put into our well-rehearsed, major incident plan shows its worth.

As you might expect, the weather caused a variety of issues for our customers, from the obvious trouble on the roads to escape of water resulting from frozen pipes and the resultant damage. We also see demands for weight of snow, fallen trees, storm damage to roofs to name a few. Wherever possible we're able to settle claims within 48 hours using our experience and tools to validate and evaluate claims as quickly as possible.

Our people are dedicated to our customers and our broker partners, working round the clock to provide a true 24/7, 365 day claims service, with no interruption to service, even with many of them having to battle the effects of the weather themselves.

As ever, our teams out in the field and supplier partners were on standby to respond quickly to customer demands, giving our customers face to face support – including emergency suppliers and specialists such as structural engineers and tree surgeons.

There are many examples of customers that we have been able to support over a difficult period, whether it was elderly and vulnerable customers who lost roof tiles and needed additional heating, motorists who had accidents on the icy roads or businesses that suffered leaks and damage to valuable stock. We hope the claims service you and your customers receive from us continues to live up to the standards of excellence that we set ourselves and remains a key reason why you’d recommend Aviva to your valued customers.

For more information our claims service or to speak to one of our claims relationship managers please visit our claims contacts page.

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