Forward thinking - Protection Claims and Wellbeing report 2025

Fran Bruce, Protection Managing Director, shares her thoughts on our 2025 Protection Claims and Wellbeing report.

2024 was a busy year both in the claims space and across our wider protection teams as we welcomed AIG Life to Aviva. The transaction brings benefits for customers as our combined expertise helps to enhance services and develop protection products. Now, a few months on, we’ve seen some great integration and alignment, not least in our ability to share with you our combined Claims and Wellbeing Reports, our most detailed reports to date. This year’s reports combine even more data and shares the statistics and insights you ask us for.

Last year, we took you beyond insurance, behind the numbers, sharing the insights, case studies, and service our customers experience when they need us most. This year is no different. You'll see our consistent track record in paying out claims and the facts and figures behind those claims. You’ll find customer case studies that bring to life the value of protection insurance. Case studies that can help you demystify and educate your clients. You’ll see transparency in our claims processes and the support we provide. It goes without saying claims are at the heart of what we do.

Having the right support at the right time can make a huge difference to your customers. It’s our mission to support them when and where we can, not just at the point of claim. Our help can involve identifying opportunities to offer rehabilitation or signposting to support services.

Customers can also access added-value support that can help detect, manage, and prevent physical and mental health problems. In 2024, new specialist services were introduced to broaden the breadth of support provided. It’s great to see so many customers and their families benefiting from these value-added services, demonstrating the many ways we support your customers beyond claims.

During 2024, we paid £1.89 billion in total across the whole of Aviva protection and supported 62,000 claims. This year's comprehensive Claims and Wellbeing Reports underscores our unwavering commitment to transparency, customer support, and excellence in claims management. As we move forward in 2025, we’re investing in data science to help improve our processes. We remain steadfast in our mission to deliver valuable protection cover and value-added services, ensuring that customers and their families are well-supported in every aspect of their lives.

Aviva's full Individual Protection Claims and Wellbeing Report and Group Protection Claims and Wellbeing Report will be launched in May.