Aviva accepts 96% of insurance claims in 2018

Aviva-settles-96%-of-insurance-claims-in-2018

Aviva accepted 991,700 claims from its UK customers in 2018.

They accepted 96% of the claims received, worth more than £3.8 billion – the equivalent of £10,430,035 every day, or £7,243 going to customers every minute across its UK motor, home, health, protection, travel, life and critical illness businesses.

"Insurance is there to protect against the unexpected, no matter how unlikely the circumstance. And in volume and variety, our data on the claims we accepted in 2018 shows that Aviva helped its customers when they needed us most."

Andy Briggs, Chief Executive Officer, Aviva UK Insurance

Key claims events:

In 2018 there were a number of key events which led to claims being made. These included:

The fire at the Liverpool Echo Arena car park on New Year’s Eve 2017, which led to more than 120 fire claims. Aviva settled 90% of these within 12 days. Fire accounts for just 1% of Aviva’s motor claims.

Beast from the East, part I: we had around 7,000 home insurance claims due to storm, flood and freeze in the first half of the year, settling 10% of these claims on the same day.

Beast from the East, part II: we also accepted around 3,000 weather-related motor claims in H1 2018, mainly due to the adverse weather from Beast from the East. Using digital tools, Aviva was able to settle 50% of total losses (motor) on the same day, getting customers back on the road quickly.

The combination of dry weather and high temperatures resulted in an increase in the number of road traffic accidents reported to Aviva over the summer. Factors such as sun glare and an increase in the number of cars on the road are thought to be contributing factors.

Likewise, the extended dry, hot summer increased the severity of fire claims in commercial properties; although the incidence of fire claims was not materially higher, the hot weather and dry conditions meant that the damage from fire was higher than usual, increasing the severity of the claim.

Airline strikes, airline supplier failure, weather and IT issues at airports all played a part in increasing the total number of travel insurance claims we accepted in 2018 by 28%.

2018 ended with drones disrupting air traffic at Gatwick Airport. The holiday timing of this caused delays and cancellations for thousands of holidaymakers.

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