Protection claims

We’re there when it counts

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 2023 we paid over £1.18 billion in claims to our individual protection customers and their families.

Paying on average £3.2 million every day.

Claims Livestream

Go beyond the numbers to get the story behind Aviva’s 2023 claims stats. 

It’s 90 minutes CPD you won’t want to miss.

Beyond insurance, behind the numbers

Fran Bruce, Protection Managing Director, shares her thoughts on our 2024 Individual Protection 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...

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Customer stories

Lydia's childrens benefit story





Jenna's Global Treatment story





Judie’s critical illness story




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Luke's income protection story




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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.  


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.