Aviva breaks claims record

An average of £3.2 million paid out every day last year for individual protection

Aviva breaks claims record


By Terry Gangcuangco

Aviva disbursed £1.18 billion in 2023 to its individual protection policyholders, marking a historic peak in claims payments. The total signifies not only the highest sum Aviva has distributed in a single year but also marks the fourth year in succession where the payout has crossed the £1 billion threshold.

The insurer successfully processed and paid out on over 50,600 claims across individual life insurance, critical illness cover, income protection, fracture cover, and hospital/trauma/therapy/carer cover, achieving a 97.8% payout rate.

Broken down per type of coverage, here are the payout figures as reported by Aviva:

Insurance type

Number of claims paid

Value of claims paid

% of claims paid

Life insurance (including terminal illness benefit)




Critical illness (including children’s benefit + total permanent disability)




Income protection




Fracture cover




Hospital/trauma/therapy/carer cover









Aviva’s head of claims strategy and governance for protection Jacqueline Kerwood commented: “With an average of £3.2 million paid out every day last year on individual protection claims, we have again shown our consistency and scale in helping customers and their families with crucial financial support when their lives are turned upside down by bereavement or ill health.

“Since 2019, we have paid out more than £5.37 billion to UK families on just over 233,000 claims.”

Kerwood went on to highlight the comprehensive nature of Aviva's support, extending beyond financial payouts.

She noted significant efforts in offering rehabilitation services to income protection customers, facilitating quicker recoveries, and the impactful collaboration with Macmillan Cancer Support. Initiatives like Project Teddy have also contributed to supporting affected children and families.

“We’ll be bringing some of these individual stories to life through the launch of the Aviva Individual Protection Claims Report next month and at our planned intermediary live event and webinars,” Kerwood said.

Meanwhile, aside from individual protection claims, the insurer also paid out over £413 million across group protection policies in 2023.

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