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July 1, 2020updated 03 Jul 2020 9:39am

Aviva pays out nearly £1bn in individual protection claims in 2019

By Patrick Brusnahan

British insurer Aviva paid out £981,997,431 ($1,219,144,900) in individual protection claims to more than 26,500 customers during 2019.

In addition, 96.3% of all claims were accepted.

Also, it paid more than £582m to the families of life insurance customers who died or were diagnosed with a terminal illness in 2018. In total, 16,363 life and terminal illness claims were paid, 98.6% of claims received.

A further £353m was paid out on policies where either the customer or one of their children has been diagnosed with a critical illness or the customer met the definition for total permanent disability. Overall, a total of 4,957 claims were paid, 93.1% of those received.

Cancer was the most common condition claims, with 66% of all claims, for across all ages with heart attack second at 11%.

For income protection £44m in benefit payments were paid to 4,007 customers in 2018, 1,189 of which were new claims.

The majority of critical illness claims that were declined by Aviva in 2019 was due to the medical diagnosis not meeting the policy definition set out.

Jacqueline Kerwood, claims philosophy manager at Aviva, said: “This year we have been forced to face how uncertainty can hit us all and how our lives can change in a matter of days. The coronavirus pandemic has sadly demonstrated how anyone can be a victim of a serious illness, which can have a lasting impact on quality of life and the loss of loved ones.

“Our top priority is always to make sure our people and our customers are safe and that we are there, helping and supporting people in times of need. We remain committed to continuing to pay out on claims and to providing a first-class service and support for our customers.

“We are doing all we can to reduce the burden on the NHS, with existing processes well placed to obtain medical evidence via other sources, rather than GPs and Consultants, to help assess claims.  Thanks to our strong relationship with cancer nurse specialists, we are also gathering information over the phone which is speeding up the process for cancer claims.”

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