May 15, 2020
How many claims did Aviva payout in 2019?

How many protection claims did Aviva payout in 2019?

Aviva paid out more than £582m to the families of policyholders who either died, or were diagnosed with a terminal illness last year.

Life claims

  • 16,363 life and terminal illness claims were paid
  • 98.6% of claims received

Critical illness claims

  • £353m paid out in claims for critical illness (CI) and children’s CI
  • 4,957 claims were paid to policyholders or their families
  • 44% of CI claims were made by customers under age 50 who were diagnosed with a critical illness
  • Cancer was the most common condition for a claim (males) 66%, (females) 79%. While a heart attack was second at 11%
  • 94% of CI claims were paid out
  • Average individual claim £19,600
  • Reasons for the children’s benefit claims:
  1. Cancer was the most common (49%)
  2. Benign brain tumour (7%)

Income protection

  • £44m in benefit payments were paid to 4,007 customers
  • 1,189 paid as new claims in 2019
  • 85.7% of new claims accepted
  • The average age of customers starting a claim was 43
  • Musculoskeletal conditions the most common reason for claims(29%), followed by mental health claims (22%)
  • The insurer also paid out just under £3m to 1,185 customers with fracture cover

Additional benefits

Many Aviva customers were supported back to work by Support Plus, the Aviva additional benefit scheme.   Benefits included under the scheme are Physiotherapy, Counselling and Rehabilitation support, as well as Family Carer Benefit.

Reasons for declining some claims

6.9% of critical illness claims were declined. 5.3% of which were due to the medical diagnosis not matching the definition of the illness within the policy terms and conditions.   This document would have been provided to the customer when the policy was first applied for.

1.4% of life insurance and terminal illness benefit claims were declined.  0.7% were due to misrepresentation, meaning that inaccurate statements about health or lifestyle were made during the application stage.

The most common reasons for income protection claims being declined included misrepresentation, or, where the policyholder was not entirely unable to work, and not suffering any loss of income.

Financial support

Jacqueline Kerwood, claims philosophy manager at Aviva, said: “Paying out a claim is not just about money for us. Our protection claims team handles all our customers’ calls with empathy and support. They work hard to ease the burden just a little bit at this difficult time. Our job is to make sure that our customers feel safe, heard and protected.”

If you are interested in arranging protection insurance it really can pay to take expert advice.

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Next steps

Whilst you are welcome to get a quote online but we would recommend you talk to one of our advisers.

Any quote that your adviser provides you with will take into account your circumstances, your medical history, as well as your budget!

An online quote is just that – a quote – it isn’t a definite offer of cover. What really matters is the premium you are offered, after your application has been assessed.

Call Freephone 0800 644 4468 – Monday to Thursday from 09.00 to 19.00 and on Friday between 09.00 and 17.00.

Please feel free to read our Independent client reviews, or read about the team at Future Proof

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