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Protection claims

Statistics that speak for themselves


In 2018 we paid out over £957 million worth of claims, helping over 26,000 people.

Here are just some of our key 2018 claims statistics. We paid out:

  • 98.9% of life insurance and terminal illness claims
  • 92.6% of critical illness, children benefit and total permanent disability claims 
  • 87.3% of income protection claims*
*Income protection figures include all third-party information. 

A dedicated UK-based team

Our dedicated UK-based team will deal with your client's claim from start to finish - answering any questions that they have and making sure their claim is dealt with as quickly as possible.

We know that for many people, making a claim can be a distressing and emotional time which is why all of our claims handlers are trained to deal with calls in a sensitive manner. 

If your client has a medical condition, they will speak to one of our dedicated claims assessors. These assessors have an in depth understanding of medical conditions and are trained to ask the right questions to try and help ensure a successful claim.

extra care cover photo

Our consistent claims record

When you recommend an Aviva protection policy, you no doubt hope your client will never need to use it. But if they do need to make a claim, you can feel confident that we’ll get things right for them at a difficult time.

Here at Aviva, we have a consistent record of paying claims, with over £957 million paid out in 2018 alone.

A client-friendly process

We will try to complete most of your client's forms on their behalf - giving them one less thing to worry about at a difficult time. They will need to sign a form but by taking as much information as possible upfront, you and your client can focus on moving forward rather than filling out paperwork.

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We're there when it counts

Last year we helped more customers than ever before, paying over 96.5% of all individual protection claims.

We’re proud of how we’ve been there for our customers in 2018, and will continue to be there in years to come.

Read our claims report

Life and terminal illness claims at a glance

Life Insurance Sales Aid

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Critical Illness claims at a glance

Critical Illness Sales Aid

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Income Protection claims at a glance

Income Protection Sales Aid

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Real life claims case studies

Our customers’ voices speak louder than numbers alone can ever do.

Here are just some of their stories about making a claim with Aviva.

Please note, if you intend to use any of our videos in this tab with your clients then you should be present with them. You should also explain all relevant product information to highlight the benefits and risks.

Linda Hood

Linda's Story.

When Linda was buying her house, her mortgage adviser recommended taking out critical illness cover. When within a few years, completely out of the blue, Linda was diagnosed with bowel cancer, she was very thankful that she’d acted on this advice.

In August last year Linda was diagnosed with bowel cancer without having any symptoms at all, while feeling perfectly fit and healthy. After receiving the bad news from the doctors Linda went through her paperwork and found her critical illness cover with Aviva.

"The lady I spoke to was really lovely and sympathetic. She assured me that..."

Read Linda's story

Steve’s Story.

When Steve was diagnosed with mouth and throat cancer he was left feeling bewildered, but after benefiting from his critical illness cover he was able to focus on his treatment and recovery with peace of mind.

With Steve being a mortgage broker for a long time, he understood the importance of having the right protection in place. After having a cough which continued for about 2 weeks and being encouraged by his partner he went to visit his doctor who initially gave him some antibiotics.

Steve's story in full


Amanda and John

Photograph for illustrative purpose only. Names of the customers have been changes to protect their privacy.

Amanda & John's story

Going through a difficult time when Amanda was diagnosed with bipolar disorder, John had to make the difficult decision to sell their family home to keep paying all the bills. Their decision to take out income protection years before made a life changing difference to the family, when the lump sum received from their claim helped them get back on the property ladder.

After feeling extremely anxious and physically unwell, in January 2016 Amanda had to give up work. Having been on the property ladder for almost 20 years, John and Amanda had to come to a very difficult decision - selling their home and moving into rented accommodation to keep up paying the bills.

Amanda & John's story

James' story

James is a financial adviser; he talks to his customers all the time about the benefits of having critical illness cover and how you’ll never know when you might need it, even if you’re young and healthy. Little did James know how true his words would come to be when his fiancée was diagnosed with cancer..

“Thinking about your finances when you are dealing with the emotional side of a diagnosis makes everything twice as hard. We both knew that we couldn’t do a 9 to 5 job for a while as we focused on getting through multiple medical appointments. But on the other hand, we had to keep up with the mortgage payment and all the other bills. I thought about the critical illness cover we had in place and I decided to contact Aviva to make the claim. Just three weeks later, everything was settled.” - he adds.

James' story


James Grey


Adam Hyde

Photograph for illustrative purpose only.

Adam's story

When former ambulance worker Adam Hyde was hit by a sudden mental health crisis, an income protection policy helped him on the road to recovery.

For several years, Adam, a 44-year-old father of two, worked in the ambulance service, helping people get the treatment they needed when they were at their most vulnerable. Then, after he left the health service to pursue a new career in sales, Adam decided to take out income protection policy with Aviva... .

"I have two young children" he says "and it was with them in mind that I took out the policy. Otherwise, if something happened, where would the money come from to look after the family?"

"I didn't expect that it would pay out or provide benefits for a mental health condition".

Adam's story

Help every step of the way

We know that making a claim can be a distressing time for your clients, that why we have tried to make our process as seamless as we can.

To make things run as smoothly as possible, it is important that you encourage your client to give as much detail as they can. Visit our 'what do we need' tab to find out more about the documents we require. 

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Step 1: Your client tells us they want to claim

It’s important that the client informs us as soon as possible so we can get things moving. 

If your client is too ill to make a claim themselves, you, or a personal representative of the client, can contact us. We will need additional consent from the claimant if this is the case - this is usually a letter or authority. If you make the claim by phone on behalf of your client, we'll need you to answer some data protection questions. 

View the different ways to contact us.

Step 2: We tell your client what information we need

With all claims, your client will need their GP and/or consultant's name and contact details to hand. Depending on the type of claim, we'll also need some other information - find out what will be required for each type of claim.

In many cases there will be forms that need to be completed and our claims assessors are there to assist your client in helping to complete these over the phone, at a time convenient for them.

Step 3: That's all - we'll do the rest

 

We deal with each claim on an individual basis and depending on the type of claim, the process may be different. We have given brief details below for different types of claim.

Death claims, critical illness, terminal illness, total permanent disability claims

Our claims team will keep your client updated throughout the process, letting them know if we need any more information. Once we've agreed to pay your client's claim, and received all the information we need, we'll make the payment by BACS or telegraphic transfer.

Income protection claims

We'll keep your client updated as their claim progresses.  At the same time, our intervention team will be on hand to offer additional support or advice that could help your client get back to work more quickly.

Waiver of premium claims

Once we've accepted your client's claim, we'll stop taking their premiums.  We'll also refund any they have overpaid. We'll continue to waiver their premiums until they are no longer incapacitated.

Paying your client's claim

We aim to pay a successful claim as quickly as possible. The payment will be made by BACS or telegraphic transfer and we'll keep you and your client updated by phone, text or email.  

If you want to find out the status of your client's claim or if you have any questions related to the claims process, please contact us.

Below you will find a list of documents that we will probably ask for if your client is making a claim.

To ensure that your client is dealt with as quickly as possible, we recommend that they get in contact with us over the phone.

If you have any specific queries about what we will/won't accept, please see our FAQs section.

Death claims

When assessing a claim we will need to know:

  • The name of the person who has died
  • The cause of death
  • The date of death
  • The caller's name and relationship with the deceased
  • The life insurance policy number (if they have it)

We will most likely need a death certificate and will possibly need to see:

  • A will, marriage certificate and birth certificate
  • Medical records from the deceased's doctor
  • The grant of representation.

Critical illness, terminal illness and total permanent disability claims

When assessing a claim we will need to know:

  • The name of the policy holder
  • The basic details about the condition they're claiming for
  • Their policy number (if they have it)
  • The client's GP and/or consultant's name and contact details.

Income protection claims

When assessing a claim we will need to know:

  • The name of the policy holder
  • The basic details about their absence from work
  • Their policy number (if they have it)
  • The client's GP and/or consultant's name and contact details.

We will also most likely need:

  • Evidence of your client's earnings and details of their occupation
  • Medical evidence to support their claims and possibly further information from your client's doctor.

Waiver of premium

When assessing a claim we will need to know:

  • The name of the policy holder
  • The basic details about their absence from work
  • Their policy number (if they have it)
  • The client's GP and/or consultant's name and contact details

We will also most likely need:

  • Their employers details (unless they are self employed or claiming on an activities of daily living/working basis).

Life Insurance claims

It can be difficult to cope when a loved one dies. So if your client or their family needs to make a death claim, we'll do all we can to make it as easy as possible for them.

Our friendly, UK-based claims team will deal with the claim from start to finish – talking them through the process, letting them know what information we need and keeping them informed throughout. We’ll also complete most of the paperwork for them, answering any questions they have along the way.

Why might a death be subject to an inquest?

An inquest will be held if the cause of death is still in doubt after a post-mortem examination, or if the death wasn’t from natural causes. There are also certain cases where a coroner has to hold an inquest even if the death was from natural causes (for example if the person was in custody when they died).

What is a 'grant of legal representation'?

It’s a legal document that shows who’s entitled to receive money on behalf of a deceased person’s estate.

If the person who died left a will, the executor(s) of the will are the ones who need to apply for this document. In that case the document would be referred to as a ‘grant of probate’. 

If the person who died didn’t leave a will, their next of kin would need to apply for the document, which would be referred to as a ‘grant of letters of administration’.

In Scotland the equivalent document is known as a ‘certificate of confirmation’

If the life insurance policy wasn’t a joint policy or life of another, we’ll normally need to see one of these documents before we can pay the claim. There may be some occasions where we’ll consider paying a claim without seeing one of them first. Please contact us if this is the case.

When can premiums stopped being paid?

With most types of policy we’ll cancel the direct debit as soon as we’ve been told that one of the people covered has passed away. If too many premiums have been paid, we’ll refund them.

However, for joint life second death whole of life policies, the premiums will still need to be paid up to the passing of the second life.

What’s a ‘trust’ and how will it affect a claim?

A trust is a legal document that allows for named persons to benefit from the policy proceeds in the event of a claim. Trustees will be responsible for ensuring the money is dealt with in accordance with the trust. This may involve paying the proceeds straightaway or holding the money for future use (for example, a parent might nominate their children as the recipients of any payout).

The trust can speed up the process of a life insurance policy paying out as it usually does not require a grant of legal representation.

What is an interim death certificate and can you accept this?

An interim death certificate may be issued if the death is referred to a coroner and an inquest is opened. We can accept them, but we’ll usually need to ask the coroner to give us some more information before we can start to assess your client’s claim. In some cases they’ll need to wait until the inquest has been completed before we can start to assess a claim.

Who gets the money once a claim is accepted?

Usually, the money from joint policies goes to the surviving policyholder and the money from single life policies goes to the deceased’s estate. If the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or the mortgage lender.

How soon will you decide whether to pay a claim?

Without knowing the details of the claim it’s difficult to say how quickly we’ll be able to make a decision. It depends on what type of claim is being made and how complex it is. However, we’ll be able to give a better idea once we’ve received some details.

Do you only accept original documents?

We are likely to need the original death certificate (and the original grant of representation if required). We'll return these as soon as we possibly can.

How is a grant of representation obtained?

Your client can apply for a grant of representation themselves, through a solicitor or any person licensed to provide probate services.

Terminal Illness claims

If your client needs to make a terminal illness claim, they won’t need to know any detailed medical information. All we need them to do at first is to provide some basic information about their condition

Why is it a good idea for my client to complete the claim form by telephone?

Because it means we’ll be able to deal with their claim more quickly. Once your client has told us they want to make a claim, one of our claims assessors will speak to them and complete the claim form for them over the telephone. If they wish, your client can complete the form themselves and post it back to us, but this is likely to slow down how quickly we can deal with the claim.

Who gets the money if my client has a valid claim?

The money goes to whoever’s entitled to it according to how your client’s policy was set up. Usually this will be the person(s) covered by the policy. If the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or to the mortgage lender.

Can you deal with someone other than my client during their claim? 

Yes, as long as they give us their permission to do so. However, it is easier if we deal with your client directly because this gives us the best chance of getting the information we need right from the start.

How long will my client's claim take?

Without knowing the details of your client’s claim it’s difficult to say how quickly we’ll be able to make a decision on it. It depends on what type of claim they’re making and how complex it is. However, we should be able to give your client a better idea once we’ve received some details from them.

One way your client can make sure their claim is paid as quickly as possible is to allow us to complete the claim form over the telephone with them, rather than filling it in themselves and posting it back to us.

Critical illness claims

If your client needs to make a critical illness claim, they won’t need to know any detailed medical information. All we need them to do at first is to provide some basic information about their condition.

Why is it a good idea for my client to complete the claim form by telephone?

Because it means we’ll be able to deal with their claim more quickly. Once your client has told us they want to make a claim, one of our claims assessors will speak to them and complete the claim form for them over the telephone. If they wish, they can complete the form themselves and post it back to us, but this is likely to slow down how quickly we can deal with their claim.

What conditions is my client covered for?

We explain what conditions your client is covered for in the policy terms and conditions, when they first take out their policy. If they’re still not sure or can’t find their policy terms and conditions, please ask them to get in touch.

Who gets the money if my client has a valid claim?

For a stand alone critical illness policy the money will be paid to the policyholder. 

If they have a life and critical illness policy this will be paid either to them, or if the policy was set up in trust or assigned to a mortgage lender, the money will go to the trustees of the trust, or to the mortgage lender.

If your client isn't sure who’s entitled to the insurance money from their policy, they will need to contact us.

What happens to my client’s policy after you pay out a critical illness claim?

It depends on what type of cover your client has.

If your client has life and critical illness cover or stand alone critical illness cover, the policy will come to an end.

If they have life with independent critical illness cover, their life cover will continue, so long as they keep paying their premiums.

For additional critical illness claims and children’s benefit claims, the policy will continue.

If your client isn't sure what sort of cover they have, they can find out by checking their policy documents or by contacting us.

What is additional critical illness?

Additional critical illness provides cover for less severe conditions at no extra cost. Any claim under this benefit won't affect any future claims they make for critical illness - they'll still be covered for the full amount. Each person covered by the policy can claim a smaller lump sum once for each additional critical illness condition. If your client claims for additional critical illness, it won’t affect any future claim they make for critical illness – they’ll still get the full cover amount.

My client has a joint life policy with their partner. Will the cover continue for them if you pay out on a critical illness claim?

It depends on what type of cover your client has. If your client has life and critical illness cover or stand alone critical illness cover, the entire policy will come to an end on the first valid claim. If the policy remains in force (where the claim is for independent critical illness or additional critical illness), their partner's cover will be unaffected. If your client isn’t sure what sort of cover they have, they can find out by checking their policy documents or by contacting us.

How long will my client’s claim take?

Without knowing the details of your client’s claim it’s difficult to say how quickly we’ll be able to make a decision on it. It depends on what type of claim they’re making and how complex it is. However, we should be able to give your client a better idea once we’ve received some details from them.

One way your client can make sure their claim is paid as quickly as possible is to allow us to complete the claim form over the telephone with them, rather than filling it in themselves and posting it back to us.

Can you deal with someone other than my client during their claim?

Yes, as long as they give us their permission to do so, However, it is easier if we deal with your client directly because this gives us the best chance of getting the information we need need right from the start.

Children's critical illness claims

Having a child being diagnosed with a critical illness is likely to be a very emotional time for any parent. Although it may be difficult, it is important that your client has as much information as possible when making a claim for children's critical illness to ensure the smoothest process possible.

What is children's critical illness cover?

It pays out a cash sum if any of your client's children are diagnosed with one of the children's critical illnesses we cover. If your client has critical illness cover as part of their personal protection policy, we automatically cover their children as well. Your client can make a claim for each of their children, should they need to. Your client can find out more about children’s critical illness cover in their policy booklet. Business Protection and Relevant Life policies do not include children's critical illness cover.

Who does it cover?

Any biological, legally adopted and/or step-children your client has. For details of ages of children covered, please refer to your client's policy booklet.

Will it affect my client's policy if they claim for children's critical illness cover?

No. Their policy – including their own critical illness cover – will carry on as normal so long as they keep paying their premiums.

If my client has a valid claim how much money will they receive?

The amount of money they will receive is detailed in their policy booklet. If they're not sure, or can’t find their policy booklet, please ask them to get in touch.

Income protection claims

If your client needs to make a claim, they'll want to talk to someone who understands their situation.  So we make sure all our claims staff are kept up to date with medical advancements and understanding of conditions and treatment.
When your client calls us, they'll have access to a qualified counsellor.  We may also liaise with specialists from across a range of areas - including mental health, rehabilitation and cognitive behavioural therapy - with the aim of getting your client the best possible treatment and support in their recovery.

Should my client carry on paying their premiums whilst you assess their claim?

Yes, they should pay their premiums until we have made a decision. if any premiums have been overpaid we will refund these. If we have to reject their claim, we'll contact your client to tell them why.

How will you send the money if you accept my client's claim?

We'll pay the money into their bank account electronically by BACS. We pay each benefit payment monthly in arrears.

What happens to my client's claim if they become well enough to return to work part-time?

Their policy includes a back to work benefit. So if your client goes back to work part-time, they'll get a proportion of the full benefit as long as their earnings are less than they were before.

When should my client tell you they need to make a claim?

Your client needs to tell us within two months of the start of their incapacity, or before the end of their deferred period if sooner.

Can you deal with someone other than my client during their claim?

Yes, as long as they give us permission to do so. However, it's easier if we deal with your client directly because this gives us the best chance of getting the information we need right from the start.

Total permanent disability claims

Here are answers to some commonly asked questions about the way we deal with a total permanent disability claim; you may find them helpful if your client needs to claim.

What is total permanent disability benefit?

Total permanent disability benefit pays out if your client suffers a ‘total and permanent disability’ due to illness or injury. 

We have two different definitions of what qualifies as total permanent disability: own occupation and activities of daily living. Whether your client qualifies for a payout will depend on the nature of their disability and which definition applies to their policy. Your client can find this information in their policy booklet, or by contacting us.

Why might my client have to attend an independent medical examination?

This helps us to confirm that your client has suffered a total permanent disability. Doing this helps us confirm that all the necessary medical investigations have taken place, that all treatment options have been exhausted and that your client has co-operated fully with the treatment given.

Will you need to write to my client’s employer?

Yes, if the type of incapacity they’re covered for relates to them not being able to perform an occupation (ie if they’re covered on an ‘own occupation’ basis).

Waiver of premium claims

If your client is incapacitated and unable to work, we may be able to waive their premiums if they have a waiver of premium (also known as Premium Protection) option included in their policy.

Here are answers to the questions about our claims process we’re most often asked relating to waiver of premium claims, which you may find helpful if your client needs

What is waiver of premium?

When your client has this option, we may be able to waive their insurance premiums after they’re incapacitated for a certain length of time.

Whether or not we can waive your client’s premiums will depend on what type of incapacity their policy covers. Your client can find out what they’re covered for by reading the policy schedule in their policy booklet or by contacting us.

Will my client’s mortgage payments be covered?

No, we will only waive the premiums of their policy.

Should my client carry on paying their premiums whilst you assess their claim?

Your client will have to continue to make premium payments until we have made a decision about their claim. If any premiums have been overpaid, we will be able to refund these. Your client can find this information in their policy booklet, or by contacting us.

Will you need to write to my client’s employer?

Yes, if the type of incapacity they’re covered for relates to them not being able to perform an occupation (ie if they’re covered on an ‘own occupation’ basis).

We recommend making your claim by telephone because it’s the quickest way of getting your claim dealt with.

Call our UK-based claims team on:

0800 015 1142 (from the UK)
Our lines are open Monday to Friday 8.00am - 6.00pm, Saturday 8.00am – 2.00pm (we are closed on Sundays).

0800 158 3105 (Income Protection)
For income protection claims, lines are open Monday to Friday 8:30am - 5:00pm.

You can leave a message outside of these hours.

Outside the UK? Please call:

+44 1603 202 500
Lines are open Monday to Friday 8.00am - 8.00pm, Saturday 8.30am - 5.00pm and Sunday 10.00am - 4.00pm.

Email:



Write to us at:
 

Aviva,
Claims Assessment Team,
PO Box 520,
Norwich,
NR1 3WG

Please note it may take longer to process your claim if you notify us by post due to the time it will take for your letter to reach us.

To save time your client can complete our online claim notification form here

Key information


You can call our claims team on:

0800 015 1142
0800 158 3105 (Income Protection only)

To view all of our available contact options,opening times and international numbers please see our contact details.

Contact us

You can find contact details for each product area in the drop-down list:

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