Aviva paid 96% of claims in 2016, worth over £2.7bn

Aviva has announced today that it paid 96% of claims in 2016, worth over £2.7bn.

The vast majority (96%) of claims were accepted across Aviva’s motor, home, travel, protection and health insurance policies. This does not include claims from Aviva’s UK General Insurance commercial business or non-travel Personal Speciality claims (e.g. Mobiles, Pet, etc).

The other 4% of claims were not accepted for reasons including fraud, misunderstandings on the level of cover or nature of the policy, and failure to disclose important information when taking the policy out.

The biggest claims Aviva settled included more than £100,000 for a car repair, a travel insurance claim for medical expenses of more than £500,000 and a £700,000 home insurance claim following a fire.

Below is a breakdown of the number of claims Aviva settled, and the percentage of claims accepted:

Rob Townend, Aviva’s UK claims director said: “There’s no such thing as an ‘average’ claim. Each claim has its own story – a human story – where our customers are relying on us for our help and expertise to put things right. This is why people buy insurance – to remove uncertainty from their lives. Helping our customers when they need it most is why we are here.”

He added: “Insurance might not be the most exciting subject, but it often proves vital in protecting what really matters to us: our health and our homes, our possessions and our financial stability when the worst happens.”