Aviva Claims Report 2020: Key Highlights

Life insurance was the largest claims sector and for income insurance musculoskeletal and mental ill-health conditions were the most common reasons for claims, according to the latest edition of the Aviva Claims Report.

In 2020, Aviva paid out over £1 billion to more than 50,000 individual protection customers and their families. That’s 98.2% of all the claims received.

Life insurance continues to be the largest claims sector, with more than £682m paid for 42,057 life, over 50s and whole of life insurance claims. That’s equivalent to 99.3% of life insurance claims accepted. Aviva also accepted 92.7% of critical illness claims, paying £314m to just under 4,300 customers.

Income protection claim payments totalled £44.7m to 4,403 claimants – that’s 87.5% of claims accepted. Musculoskeletal and mental ill-health were the most common reasons for a claim and Aviva referred more customers to its rehabilitation support than in previous years. These services, including counselling and physiotherapy, helped 73% of claimants either remain at or return to work.

For the full Aviva claims report click here.

Aviva data for critical illness claims in 2020 includes children’s benefit and total and permanent disability.

Aviva data for life insurance claims in 2020 includes over 50s and whole of life policies that have not previously been included in our annual published claims data. All figures quoted for life insurance also include terminal illness benefit claims.