Individual Protection 2024 Claims & Wellbeing Insight – Beyond insurance, behind the numbers

Fran Bruce, Protection Managing Director, shares her thoughts on our 2024 Individual Protection and Wellbeing  report

Headshot of fran bruce is office setting

Paying claims is at the heart of what we do every day. Last year we paid out £1.18billion and settled 50,631 claims. In our Individual Protection 2024 Claims and Wellbeing Insight report you'll see our consistent track record in paying out claims and the facts and figures behind those claims. This year we'll take you beyond insurance, behind the numbers, sharing the insights, case studies and service our customers experience when they need us most.

Focussed feedback. We’re paying close attention to what your feedback is telling us on servicing and ease of working together. The ‘Send to customer’ (Delegate) functionality with ALPS new business advised journeys now allows you to send the health and lifestyle questions directly to your customers to complete online. Last year, we also partnered with fintech provider ORIGO to offer a digital Letter of Authority (LOA) process.  Your LOA protection product requests and responses can now be obtained electronically through the ORIGO service.  It provides a secure, efficient process, reducing rejected requests and simplifying interactions.

Macro environment. We keep a close watch on the economy and adjust accordingly. We recognise that the cost of living is very difficult for people and there is no obvious point when things will improve. In 2023, we introduced the Cost of Living Support scheme which operates alongside the payment deferral scheme that was put in place during COVID-19 for any customers experiencing short-term financial difficulty. Helping your customers keep some valuable cover in place over the next few years by reducing the sum assured on their policy to make their premiums more manageable. This increased flexibility addresses customers’ future needs, as well as highlighting the importance of advice in the process. By making these changes, we aim to help you work with your customers to keep some cover in place rather than cancelling their policy outright.

Rise of mental health. Throughout 2023 we’ve seen an increase in the need for mental health support as customers struggle with financial and economic uncertainty. Mental health doesn't discriminate, anyone can feel stress, depression or anxiety symptoms. Having the right support at the right time can make a huge difference in how long poor mental health continues. It’s our mission to support when and where we can, not just at the point of claim. With an Aviva individual protection policy your customer may be able to access the Aviva DigiCare+ app provided by Square Health for support with mental health. Aviva DigiCare+ is a non-contractual benefit Aviva can change or withdraw at any time.

World of support. We look beyond protection cover and strive to support customers from day one of their cover with us by offering access to a range of health and wellbeing services and tools. Aviva DigiCare+ is helping to prevent, detect, and manage common health and wellbeing problems. Last year we saw 147,971 new customers register for DigiCare+ app and DigiCare+ Workplace app (available through Group Protection) and start to benefit from the valuable benefits provided through it. We’ve also sent hundreds of thoughtful gifts to children and their families going through critical illnesses, hoping to brighten their days.

The work we’ve done across the year was recognised by Money Marketing who awarded us Best Protection Provider 2023. More than this, we’ve helped our customers beyond insurance, we’ve helped when they needed us most.

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