
Paying claims will always be at the heart of our protection business. We listen to our customers, helping them through difficult times. We do what we can to make a positive difference in their lives to help them face the future.

Individual Protection Claims Report
In 2024 we paid over £1.33 billion in claims to our individual protection customers and their families.
Paying on average £3.6 million every day.

Claims and wellbeing showcase
Explore the customer journey from understanding the need for protection right through to making a claim and beyond.
It’s 1 hour and 45 minutes of CPD you won’t want to miss.

Forward thinking - Protection Claims and Wellbeing report 2025
Fran Bruce, Protection Managing Director, shares her thoughts on our Protection Claims and Wellbeing report.
The heart of protection
Take a look at our claims videos to find out more about the real difference having protection in place makes to our customers...
Transcript for video Individual protection claims 2025
On screen text:
There are times in life when we all need some extra support
whether it’s
hand-holding
spirit-lifting
worry-easing
or forward-thinking
We’re here to provide Protection that does more than insure
Protection
We’ve got it covered
Aviva Life & Pensions UK Limited. Registered in England No.3252947. Registered Office: Aviva, Wellington Row, York. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 185896. Member of the Association of British Insurers.
Transcript for video Kirsty's story - Income protection and critical illness claim
Kirsty: My whole understanding of what insurance policies and insurance companies can do has changed.
Hi, my name is Kirsty. I'm in my early fifties and I was quite happily going through life, working, living at home with my dog, out and about.
Around about my 50th birthday in the march, I got a call for a mammogram, and they discovered a primary but advanced tumour, and I remember sitting with the breast care nurse who was lovely, and I remember her asking me to put my arms above my head as she drew onto the affected breast and told me that I had a large lump in there.
And I just remember looking out of the window trying to catch my breath, looking at the people walking by and thinking, life is never going to be the same.
Everything changed. It's been really hard. It's been two years out of my life now. So the last thing you want at that point in your life is to have to worry about whether or not you're going to be able to feed yourself, heat the house, run the car… and that's where the insurance policies came in.
So one of the policies was the income protection. That was just a real lifeline in many ways. There's a lot of expense that I wasn't expecting to have, like little silly things that all stack up like car parking at the hospital, maybe extra dog walking and maybe a cleaner. So that's been a big eye opener for me.
I also had critical illness cover. It's been a huge source of support in the sense that it's given me peace of mind. I hadn't even realised that there was more to the policy than just ‘just’ paying me out, paying money.
I was really surprised to get the rehab support, I had no idea that that would be included when I thought of insurance policies, I just thought of finance.
My whole understanding of what insurance policies and insurance companies can do has changed.
Income Protection+ offers rehabilitation services. We assess each claim and whether to offer rehabilitation on an individual basis.
Early intervention and rehabilitation support services are non-contractual benefits that Aviva can change or remove at any time.
Income Protection+ pays out if during the policy term, you’re unable to work due to illness or injury and suffer a loss of earnings as a result.
Critical Illness+ pays out if, during the policy term, you’re diagnosed with one of our list of critical illnesses that meets our definition, and you survive for at least 10 days.
For both products, there is no cash in value at any time.
Your financial adviser can explain how Aviva’s critical illness and income protection products work and when they would pay out.
Aviva Life & Pensions UK Limited. Registered in England No.3252947. Registered Office: Aviva, Wellington Row, York. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 185896. Member of the Association of British Insurers.
Early intervention and rehabilitation services are not insurance products and are not authorised or regulated by the Financial Conduct Authority or the Prudential Regulation Authority.
Transcript for video Kirsty menu case study meets Jody her claims handler
Following her protection claim with Aviva, customer Kirsty met her claims case manager Jody…
Jody
Aviva Claims Case Manager
Jody: So it was really lovely to receive the feedback that you gave me, and it was so nice to know that I've helped you in such a sort of vulnerable time.
Kirsty: Your kindness and your the human touch that you put into your work, really shone through from my first contact with you and you were just lovely and so compassionate. I felt not just listened to, but I felt heard and you created a safe space just on the phone, which is quite a talent when you know, when you've got a very process driven job to do.
Jody: And how are you finding it now, because of course, you've been working with our rehab team, Working to Wellbeing, was that something you were expecting as part of the policy?
Kirsty: That was something you tell me about and, you know, you said, you know, you spoke very knowledgeable about it, having worked with them previously and said, you know, round about this time when we're looking about maybe returning to work, within the next couple.. in about two months time, this could be a service that you might find helpful and you were absolutely right, I've found it really helpful. Yeah, and it was very easy because you arranged it, you'd referred me over and then they got in touch and, you know, I suppose paired me with Emma.
Emma- Clinical Health Coach, Occupational Therapist, Working to Wellbeing
Jody: And now you're back at work. Have they been working with you to help facilitate your return?
Kirsty: Yeah, I think what's happened is that it's enabled me to very much, Emma has been very, help me focus and she's helped me work out what's helpful for me in terms of reasonable adjustments. And it's empowered me to be able to have those conversations with where to go and go I know this is and this is what I'm trying and I'm getting advice from a specialist and rehab specialist, I suppose, and it's been really helpful.
And in fact, it's been so helpful that I'm about to have my final session with her, you know.
Jody: Good, It's so lovely from my side of it to see your journey as a whole from that first conversation we had where, you know, emotions were high and it was all very recent and raw to seeing you now, back at work two years later, full time, just, you know.
Kirsty: My experience of Aviva has just been nothing but positive because of it, so thank you.
Income protection+ offers rehabilitation services. We assess each claim and whether to offer rehabilitation on an individual basis. Early intervention and rehabilitation supports services are non-contractual benefits that Aviva can change or remove at any time. Income protection plus pays out if during the policy term you're unable to work due to illness or injury and suffer a loss of earnings as a result, critical illness plus pays out if during the policy term you're diagnosed with one of our list of critical illnesses that meets our definition and you survive for at least ten days.
For both products, there is no cash in value at any time. Your financial advisor can explain how Aviva's critical illness and income protection products work and when they would pay out.
Aviva Life & Pensions UK Limited. Registered in England No.3252947. Registered Office: Aviva, Wellington Row, York. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 185896. Member of the Association of British Insurers.
Early intervention and rehabilitation services are not insurance products and are not authorised or regulated by the Financial Conduct Authority or the Prudential Regulation Authority.
Transcript for video Alex's prostate cancer story - Critical illness claim
I’m Alex, I’m 57 years old, and in March 2024 my life changed. I was diagnosed with aggressive prostate cancer.
I was working, and still continue to work, for a small family run firm, with about 15 employees, as a financial adviser.
I’ve always been active. I remain an active member of the local rugby club and have a great social life, and my health seemed fine.
At the time, I had no symptoms for cancer, but my partner had been badgering me to ensure that I go and get the PSA test, to check for prostate levels in my blood.
The nurse wasn’t keen at first as it’s not a normal, automatic test.
What they found with the test results, the GP said ‘I’m not too concerned, but I think it’d be worth sending you for an MRI scan’.
At the time, I didn’t expect to be diagnosed with prostate cancer, I felt fine. But I was remarkably sanguine when they told me the news. I guess I’d prepared myself for the worst and hoped for the best.
My mind immediately turned to ‘what’s the best route for me?’
I decided that the radiotherapy route was the best route.
I also began monthly hormone therapy injections. It basically puts your hormones into the menopause state, which is an interesting experience, and thankfully just temporarily.
I had other treatments too.
I needed to pay for travel for lots of my appointments and to take time of time off work, which my employer was fantastic about.
But at the time, it was the treatment that was important, not the finances. I wasn’t thinking about how is this going to impact on my financial side.
I didn’t tell many people originally, because, I think with cancer, it’s one of those ones where, you know, you’re going on this journey on your own, to a certain extent, and, I just told a few close confidants.
It was one of my colleagues who reminded me about the critical illness cover that I have with Aviva. And that nudge was a little ironic, given it’s a policy I recommend to all my clients, but I wasn’t necessarily thinking about it for myself at that immediate moment in time.
And I must admit, I was blown away by how simple it was to claim. I completed a short form, and my case manager did the rest.
I then got notified that my claim had been accepted and payment was made.
It allowed me to have support for the costs of going to these treatments, for medical costs, and also give me the option, should I wish, to do things like pay off a mortgage, to take the pressure off you financially.
It alleviated some of the stress associated with such serious illnesses as cancer.
So I’m glad the policy was there for when I needed it. You hope never to have to claim on a critical illness, I’d rather not have claimed on the critical illness policy, but when I need to, it was there for me.
Having now become a statistic, I now know at first-hand how important it is to have that critical illness in place.
For more information on Aviva Critical illness cover, contact your financial adviser or your usual Aviva contact. Or visit us online, by searching Aviva advisers.
Aviva Life & Pensions UK Limited. Registered in England No 3253947. Aviva, Wellington Row, York, YO90 1WR. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 185896. Member of the Association of British Insurers.
Transcript for video Emma's story - critical illness claim
Emma: I went for the results, and the consultant’s first words when I sat down in the office were, “I’m really sorry. It’s not good news.”
Emma: I'm Emma, I'm a children's nurse. I’m currently working in education. I have grown-up children 23 and 25, and I'm currently undergoing treatments for lobular breast cancer.
Emma: I had some lumps in my breast. I had an operation to remove what they thought was three fibroadenomas. They'd removed the fibroadenomas, but they'd found invasive lobular carcinoma.
Emma: That was a big shock because I really wasn't expecting that. My second operation was planned. It was quite an extensive operation, but unfortunately, when I got the results of that one, they'd found five different tumours, quite a lot more cancer than they had expected. They'd also found that it was in my sentinel lymph nodes. I had to have a mastectomy and they checked some more lymph nodes, again, not expecting them to be positive, but there were a couple that were positive.
Emma: I started chemo, and then I'll still need some radiotherapy and I’ll need some hormone therapy, probably more long-term. This was all quite a lot because originally, I was told I'd need about eight weeks off work. I looked at my critical illness insurance. Your head is in a spin with everything going on, but that was the one thing that looked positive.
Emma: There's not very many positives about being diagnosed with breast cancer, and there's so many worries that you have, but actually, this was something that I could do actively. The claim process was really easy. When the claim was paid, it was a lot of relief. I was very lucky, and I get good sick benefit, I get six months full pay, six months half pay, but I realized that I would probably be going to half pay. And actually, having my mortgage paid was a complete relief.
Emma: Chronic illnesses take a long time. You need the cover, to cover you while you're ill. It's an expense you can't afford not to take. But I'm just so grateful that we bought that policy.
Critical illness insurance pays out a lump sum and is designed to help support you and your family financially.
It’s there to help you focus on your recovery without worrying about how the bills will be paid.
You can choose how long you want the policy to last and the amount of money you’re covered for.
Your financial adviser can explain how Aviva’s critical illness works and when it would pay out.
Transcript for video Iain's story - critical illness with upgraded children's benefit
Iain: My name is Iain Greer, and this is my wife, Claire Greer.
Claire: And we've got two daughters. We've got Maisie who’s four and a half, and we've got Anna, who's just over two.
Iain: So in 2020, we decided to buy a new home.
Iain: So we actually got the keys of our property the day of lockdown about a month after that, we discovered that Claire was pregnant and that we would be due in December 2020. At that time, we went through all the normal tests, but all the tests showed Anna is going to be a perfectly healthy child. When she was born, a few days later she was diagnosed with Trisomy 21, which is also known as Down Syndrome.
Iain: We started a claim with Aviva and to make sure we knew that it was covered, which thankfully it was under the upgraded children's benefit. So with Nikki they looked after us from start to finish with the whole process. There was always someone at the end of a phone call if we needed her. She was sending emails, just updating exactly where we were with medical records, what were still outstanding. To get that phone call to say that the claim was accepted and that Aviva would be covering Anna’s Down Syndrome diagnosis was absolutely incredible. One of the regrets we do have with it with Claire's plan, we didn't include the upgraded children's critical illness benefit. There is saying the most expensive insurance is the one that you don't take and there's never been a truer word.
Iain: Four months into Anna being born Anna was then diagnosed with Acute Myeloid Leukaemia as well. So it was a double blow to us.
Claire: When we realized that Anna had to go into hospital for treatment it was a huge shock. I was still on MAT leave at the beginning of it and Iain was running the business. So even just one of us had to be with Anna for 24 hours a day, while the other person had to be at home with Maisie.
Iain: We witnessed a lot of things, the pain that she had experienced, but understanding that she's got to go through this pain to feel better. And the treatment was really intense. We were really grateful for the first pay out that we received from Aviva for Anna’s Down Syndrome diagnosis. We generally didn't expect to need to go back again, but thankfully with two individual plans, we're both able to put in two separate claims, one for myself and one for Claire, which was again dealt with at the same time. You know.
So to be able to piggyback both claims, get the same information from the doctors, we were kept really well updated from Aviva the whole way through the process to know, look, we're here, this is all we’re needing once her illnesses confirmed, we'll get that off to see if it's something we can help with. And thankfully they did, we were able to get the hospitalisation benefit included as well, which was the additional hundred pounds a night, which really helped with us.
And, you know, for the 30 days pay out, quite a significant piece of money that was able to help support us while covering fuel costs and additional things that we had to pay out for while living in the hospital. The whole process from start to finish was fantastic, even to the point where there was two little teddy bears arrived for Maisie and Anna which was just one of those touches to show that someone out there is thinking of you.
Claire: That’s a lovely thought, something that was definitely not expected from an insurance company that you would think that it's, you know, think of something for young kids.
Iain: You think it's such a small detail, but in actual fact, it has a huge impact. So with the pay out that we received, we've actually invested that for Anna's future. It's going to be money that she's going to need to be able to help support her life as it goes on.
Claire: Knowing that if Anna does need something. It could be equipment or we just need to buy in anything that's a bit kind of more substantial money wise, we’ve got that to fall back on.
Iain: So after seven months of living in hospital, we got out and having that final walk through the hospital where she was able to ring a bell and all the nurses and doctors lined up something that I'll remember forever. And so now Anna is two and a half and the best way to describe her is a wee cracker. She is an absolute bundle of energy, lights up a room when everyone's in there and she's got the cutest wee face you could imagine. We actually got the news two days ago that Anna is now cancer free. So it's a huge relief for us as a family.
Iain: It's an incredible journey we've been on. We've had a lot of support from friends and family as well. But again, the financial support we’ve had from having the right type of insurance policy has made all the difference. Her whole world is turned completely upside down. Money should be the last thing anyone needs to worry about. Whenever that’s happening, you’re like how is a mortgage getting paid, how we're going to fund food, you know, is there private treatment or private physiotherapy or things that we can use to help make Anna’s life better. Having that lump sum payment now that we've got for her allows us to be able to help plan around her future and hopefully give her things that she wouldn't be able to have, had we not had the money to do so.
Transcript for video Mick's story - income protection claim and rehabilitation support
Rob: Mick, you've been on a real journey. Do you mind just telling us a little bit about how life was looking for you.
Mick: Yeah, sure. I guess before it happened, leading up to the age of 50, I had very active life. I was a commercial manager. I loved sport, so I'd play anything I could. Mainly football. I guess I've been having a few back initial issues. And then at 50, it was a go karting day out, so I joined in, after 45 minutes on it, I was in severe pain, agonizing pain.
A consultant back specialist advised me that a back operation might be the answer to remove the herniated disc. It was a real turning point. I got to about 56, 57. I did a lot of walking and my back went. And then it was go back, see the consultant. He gave me the bad news that the operation I had before was not possible this time round.
You now have to manage the situation. Over the next couple of years I kept trying to work full time, but I spiralled down physically, mentally. And I got to the point where I just had to say, that's enough, I'm stopping work. So I went to my pension adviser, and she advised me, I have this income protection policy, which I've forgotten.
At which point one, the financial support was amazing because it gave me a greater degree of feeling I was supporting the family and I had an income. But then they moved on to the medical support, which was amazing.
Rob: The claims case manager at the time suggested we might be able to help and whether there was any extra support through one of our suppliers Working to Wellbeing. Do you mind just perhaps telling us a little bit about what they did for you and how that's helped.
Mick: Yeah, they were brilliant. The case manager, was, superb and she put me at ease straight away. She explained that as part of the policy, I could get support with physiotherapy, and with my mental health. They basically looked at CBT, which they help me with my, ongoing depression and drew me out of that, giving me the tools both physically and mentally to start coming out of that deep low in my life. And then over a period I was able through the assistance of Aviva, the physiotherapy support and the exercises they gave me to do, get me back to working. And then they suggested I try walking football. My wife said, I've never seen you so happy. I said, it was brilliant. I've got something back that I love doing.
Rob: When you took up the walking football, something happened during that that then that would be provided we extra support for you?
Mick: Yes. I ruptured my Achilles and of course that reinforced the fact that I'm so glad I've got some support here financially, medically, to get me through this. So again, I was put on a another series of physiotherapy, how to get through this, how to keep working, get me back to work very quickly.
Rob: Obviously, you took this policy out a number of years ago and at the time what was your reason for taking it?
Mick: The reason for taking it at the time was because I had a young family, a huge mortgage. And of course, you look at the risks and I think most people would like to get, cover for the what ifs in life.
Rob: Do you mind just telling us perhaps a little bit about what perhaps you felt life would have looked like had you, if not had the income protection policy now?
Mick: I dread to think, to be honest, without that, I couldn't see a way out. So with the medical support and the income support, I was able to find a way out, which I don't think I would have had if I hadn't have at that policy.
So yeah, it was life saving for me, I think. I mean, it's just it's a cushion and it was enough to see me through the pain and, help me feel like also that I am providing for the family. I'm working now albeit part time, I'm seeing people, I’m back playing walking football, so I'm in a very fortunate position. Yeah, I, I dread to think where I'd have been if I hadn't have had this policy.
So looking back, it was probably the best thing I've ever done.
Transcript for video Claims Handler video: Rehabilitation and Early Intervention
Rob Gillis, Income Protection Claims Team Manager: Aviva’s purpose is with you today for a better tomorrow. Income protection really epitomises this helping our customers prepare for the unexpected. But our support goes beyond financial payout. Our claims team is trained to work out case by case what else we can do to help support a return to normality.
If it's the best thing for our customers, we can help speed up their recovery through our rehabilitation support services. This can consist of providing private physiotherapy, talk therapy and support to people on their cancer journeys.
Let's hear from my team on how they support our customers.
Emma Rickard, Senior Claims Case Manager: So, during the initial call we have with a customer, we will build a quite good rapport with them. They're normally calling us at quite a difficult time in their life. These calls can take between 20 minutes to over an hour and then you’re their case manager throughout the claim.
Claims can sometimes be a few months, and like one claim I have got at the moment is over eight years. So, you built up the rapport at the beginning and then you build that relationship as a claim goes on. So, we don't just offer financial support, we can offer sort of treatment support, we can signpost, we do really drill into what the individual needs from us.
So, I'm really lucky, I’m one of the supply leads for one of erm Working To Wellbeing. They are cancer specialists, they specialise in cancer and long term chronic conditions. So when customers come to us umm suffering with these conditions, we can actually provide them with this additional rehabilitation support from day one.
Early intervention, we know is key and the clinician would be their case manager. They can provide them with physiotherapy, home exercise, how to manage fatigue, giving them tips and advice. So it's really good service that they offer as well as us. So it's like we do it together and provide that support.
Cherry Parsons, Senior Claims Manager: So, the first call that we make with our customers really, really important to understand the full picture, we all know that actually phoning somebody new and telling them about our story or where we are is really, really difficult.
So, what we try to do from that initial call is make them feel reassured. I think as part of our team, our team are really, really caring. We all come from caring backgrounds. So before we even make the call and talk to our customers, it's really important to us that we can make some kind of a difference.
Transcript for video Marlena's DigiCare+ Story
So my name’s Marlena, and I’m 25 years old, I am a Protection Adviser and I have been advising now for just over 5 years.
I speak to my clients every single day, why they need protection and why it’s so important and one day I just thought Marlena you need to take your own advice.
Because when you are fit and healthy you just never know if it’s going to stay that way or if something’s going to happen in the future.
Usually I’m quite bubbly, I’m really outgoing, I love socialising, going out with my friends. But I just started to feel more run down.
Um, so I did think actually this is not like me. So I turned to my Doctors and I told them the symptoms that I was feeling. So, one of the symptoms was, you know, migraines, nosebleeds, just feeling like you’ve got no energy whatsoever even though I’ve just woken up.
But they did kind of say, have you considered long Covid but I just felt within myself no, this is just not right how I’m feeling so I did turn to my Aviva policy for support.
So within my policy, I’ve got an amazing benefit called DigiCare+ which includes a lot of benefits such as annual health check, a private doctors appointment and also dietician sessions.
But I just thought to myself, actually the main one that I need is the annual health check, first, which is a really quick finger prick test, and then after that I’ve had a full report come back to me within days which showed me exactly what potentially could be wrong.
And I went on my app and really quickly I managed to get an appointment, which was a video appointment with a Doctor and they were able to explain to me what the results meant.
Probably one of the biggest concerns was my white blood cells, which we didn’t understand why they were so low. I felt it was really important to go and get that checked out.
So I’ve called my Doctors just to say that I did go privately to have a look at what was going on.
After I’ve explained my results roughly they actually said OK maybe you do need to be seen by a Doctor, which really did open a lot of doors because the next day I had a blood test and they’ve said we need to go and investigate it further.
Once they referred me to the hospital, they then diagnosed me with chronic fatigue syndrome.
And obviously I felt like that was actually one of my most stressful and anxious times.
I’m quite an anxious person as it is and then knowing that actually, you might not be OK was just another level of anxiety.
So within my DigiCare+ you do also have some counselling sessions included.
It was really nice just to speak to someone and again feel like you are being heard and they are listening to you.
I feel like without that DigiCare+ I would not be able to get to the bottom of my health.
With me having such a great experience with using DigiCare+,
it makes the conversation with my client a lot better because they can really see the value of the benefit.
For more information on Aviva protection products and the wellbeing services available,
visit us online or speak to your financial adviser or your employer.
The annual Health Check and the digital GP services are wellbeing services that are available with the Aviva DigiCare+ app that is accessible with all eligible Aviva Protection products,
and the Aviva DigiCare+ Workplace app that is accessible with Aviva Group Protection products.
The apps and services mentioned are provided by Square Health.
They are non-contractual benefits that Aviva can change or withdraw at any time.
Terms, usage limits and residency restrictions apply.
Customer stories

Lydia's childrens benefit story

Jenna's Global Treatment story

Luke's income protection story
Photograph for illustrative purposes only
Claims in detail
Claims process
Help every step of the way
Our dedicated UK-based claims handlers are trained to deal with calls in a sensitive manner. They will deal with your client's claim from start to finish - answering any questions and making sure their claim is dealt with as quickly as possible.
For client's with a medical condition, our team of dedicated claims assessors have an in-depth understanding of medical conditions and are trained to ask the right questions to try and help ensure a successful claim.
Client-friendly process
We’ll try to complete most of your client's forms on their behalf - giving them one less thing to worry about at a difficult time. They may need to sign a form but through us gathering as much information as possible upfront, you and your client can focus on moving forward rather than filling out paperwork.
To make things run as smoothly as possible, it’s important that you encourage your client to give as much detail as they can.
Step 1 - Your client tells us they want to claim
Step 2 - We tell them what information we need
Step 3 - That's all. We’ll do the rest
What we need
When assessing a claim we will need to know:
Death Claims
Critical illness, terminal illness and total permanent disability claims
Income protection claims
Waiver of premium
If you have any specific queries about what we will and won't accept, take a look at the FAQs tab.
FAQs
Product by product, here are the answers to frequently asked questions about our claims processes.
Life Insurance claims
Terminal Illness claims
Critical illness claims
Children's critical illness claims
Income protection claims
Total permanent disability claims
Waiver of premium claims
Related content
Life Insurance+
Comprehensive life cover with the flexibility of adding critical illness cover to meet your client's needs.
Critical Illness+
Standalone critical illness cover with a range of benefits and options, making it suitable for a range of clients' budgets.
Income Protection+
Flexible protection against loss of income due to illness or injury, with additional benefits to help your client get back to work.
Macmillan Cancer Support
We're working with Macmillan to help our protection customers living with cancer.
Contact us
You can call our claims team on 0800 015 1142 or 0800 158 3105 (Income Protection only).
Calls to and from Aviva may be recorded and/or monitored.
To view all of our available contact options, opening times and international numbers please see our contact details.