Insight, impact and momentum - Protection Claims and Wellbeing report 2026
Fran Bruce, Protection Managing Director at Aviva, shares her thoughts on our 2026 Protection Claims and Wellbeing report.
2025 was a significant year for protection, for our customers, and for Aviva. Economic pressure, rising sickness absence, and demand for wellbeing support continued to shape the environment we operate in. Throughout this, our focus remained clear: supporting people to stay healthy, remain in work where possible, and feel financially secure when life takes an unexpected turn.
This year’s Protection Claims and Wellbeing Report brings together our latest data and insights, reflecting both the scale of need and the role protection plays in responding to it.
In 2025, we paid £1.99 billion in protection claims and supported 61,632 customers. Each claim represents a real moment in someone’s life, and our responsibility is to respond with fairness, care and consistency.
Keep Britain Working
Sickness absence continues to present a major challenge for individuals, employers, and the wider economy. Time away from work affects income, productivity and long term wellbeing, and the impact is being felt across all sectors.
Our data highlights the contribution protection makes in helping to keep Britain working. This includes providing financial stability during periods of ill health, supporting earlier access to rehabilitation, and offering practical services that help people recover and return to work sooner.
By identifying opportunities for early intervention, we help customers access the right support before issues escalate. This benefits individuals and employers, while helping reduce pressure on wider public services.
Our insights continue to inform constructive conversations with government and industry, supporting efforts to improve workforce participation and long-term health outcomes.
Transforming protection with accuracy, care and compassion
Technology continues to play an important role in how we deliver protection. In 2025, we made further progress in using data and analytics to improve accuracy and efficiency, and in 2026 we will continue to build on this momentum.
Developments such as AI assisted medical evidence review and advanced analytics are helping us reduce complexity and speed up decision making, while maintaining robust governance and transparency.
Technology does not replace human judgement. Our claims specialists and underwriters remain central to every decision. We use technology to reduce friction and administrative burden, enabling more time for care, clarity and customer focus.
Supporting customers of every size
Whether supporting a large employer, an SME or an individual policyholder, our role extends beyond the point of claim. Many of our protection products provide access to wellbeing services designed to help customers stay well and address issues earlier.
Following further expansion of these services in 2025, engagement has continued to grow. Customers and their families are benefiting from access to clinical pathways, GP services, mental health support, health assessments and practical tools that support everyday wellbeing.
These services provide meaningful, ongoing value - supporting people not just when something goes wrong, but in staying healthy and economically active.
Final thoughts
A year of impact and our commitment for the future
As we move through 2026, we remain focused on transparency, fairness and the people behind every claim.
We will continue to deliver valuable protection cover, use data responsibly, and respond to the evolving needs of customers and society. By combining innovation with responsible leadership, we are focused on delivering protection that works for people today and supports the futures they are building towards.
Aviva's full Individual Protection Claims and Wellbeing Report and Group Protection Claims and Wellbeing Report will be launched in April 2026.
Wellbeing services, early intervention and rehabilitation services are non‑contractual benefits available with eligible protection policies that Aviva can change or withdraw at any time. Services may be provided by third parties. Terms, conditions and residency restrictions apply.
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