TIME:TO - spotlight claims

We’re attending the BIBA 2026 conference again this year, looking forward to loads of great broker conversations that help power our partnership in 2026 and beyond. In this mini-series we’re shining a spotlight on some of the ways we’ve delivered on our commitments to enhance our service to you.

TIME:TO - spotlight our claims service

We know that claims are the moment of truth for your customers. Through our dedicated claims service, in‑house expertise and strategies designed to protect your clients’ claims experience, we work in partnership with our brokers to be there when it matters most. In 2025 Aviva settled 700,000 claims, spending £3.6bn to help customers get back to normal after an incident.

Our UK claims team comprises over 7,000 people supporting customers nationwide and focuses on delivering a consistently strong claims service. We invest in our claims service teams and the tools they use to make faster, more accurate decisions; we value strong broker partnerships, supported by enhanced regional visibility through our expanded Claims Relationship team.

We aim to settle claims swiftly to help our customers back to normal as quickly as possible. Whether it’s returning a client’s vehicle to the road via Solus (Aviva’s wholly-owned network of repair centres), our in-house Loss Adjusters managing an escape of water incident in a commercial property or our dedicated cost specialists helping to protect the cost of a third-party bodily injury claim, our focus is on achieving the best outcome.
 

Claims facts and figures

• Through our ‘detect, defend and deter’ claims counter-fraud strategy, we stopped more than 12,700 fraudulent claims, worth £127 million in 2024.
• We’re focused on protecting the cost of claims – in motor, by capturing third parties we saved on average £2500 per claim in 2024.
• Our in‑house property loss adjusting team, supported by surveyors and chartered accountants, provides higher authority levels to progress complex claims.
• Over 150 analytics models are in use across claims for faster, more consistent claims outcomes.
• We’re the only UK motor insurer to have a fully-owned repair network, Solus — providing customers with access to 22 repair centres and a further 670 approved repairers, including those with specialist commercial large-vehicle capability.
• When using our Solus repair network, we can save c.£500 per repair.
• We're strengthening our in-house capability and technical expertise - our recent acquisition of DisasterCare Limited and The Flood School Limited, enhances our ability to respond faster, and help deliver more consistent outcomes.

We continue to listen to and act on your feedback to improve our claims service, design new claims propositions and invest in our digital capabilities. Our claims service is made better with your input.

If you’re heading to BIBA 2026, come and chat with the team at our stand. Tell us what’s getting in your way, and what you need from us to keep moving forward.

With bigger ambition, faster decisions, clearer journeys and better outcomes – our partnership pushes forward what’s possible for you and your clients.

Because with your expertise, backed by the UK’s leading Insurer, we’re unstoppable together.

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