Aviva is urging
Consumers believe insurers try to avoid paying claims
Common misconceptions that insurance does not pay should be challenged says Aviva, which has published its first
The consumer research commissioned by Aviva shows that 55% of consumers believe insurers will always try to avoid paying claims if they can with the average payment considered to be just 52% of all claims.1
The report shows that in 2017 Aviva accepted 96% of insurance claims made by individual and business customers in the
The reality is that every year about 120, 000 vehicles are repaired through Aviva car insurance - almost enough to fill every lane on the M25 motorway - and enough carpet is replaced through home insurance claims to cover 11 football pitches.
Nearly one million Aviva customer claims (961, 973 or 96% of claims made) were accepted last year across motor , home, travel, protection, health and commercial business insurance.
Aviva's report also explains the common reasons why 4% of all the claims it received could not be paid, and includes helpful case studies from customers as well as frontline employees, illustrating how its claims approach is about more than just providing financial support.
The impact that the insurer's investment in digital tools is having on making the claims process simpler and faster is also evidenced.
25 percent
The
At the same time, consumers must take more responsibility for their insurance, such as:
* being clear on their policy terms before they purchase, and
* working closely with their insurer to provide full information about their circumstances, as needed.
"Misconceptions that insurance does not pay out when it is needed or that it is unnecessary are leaving
"We are calling on the industry to join us in comprehensively publishing information about how insurers manage customer claims, why some claims are declined and how consumers can do more themselves to understand whether the cover they have is what they need."
"Across the industry we know that insurance is a reliable and critical way of providing financial protection when things go wrong, whether it involves a family member, a personal possession or a business. In the vast majority of cases, insurance claims are accepted and there are additional and very important support services that help customers get back on their feet.
"When it comes to making a claim we want Aviva customers to feel really clear about what they are covered for, so we are actively looking at ways that we can help them understand their cover in a simple and unequivocal way. This is something that we believe the whole industry needs to commit to on behalf of customers."
To view the table, click here: https://www.aviva.com/newsroom/news-releases/2018/07/aviva-first-UK-claims-report/
Source:
Common reasons for a claim being declined
Just 4% of
* Lack of additional cover to the standard policy - eg if a customer didn't choose additional cover as part of a home insurance policy for events such as accidental damage or cover for damage to belongings outside of the home
* Making a claim for something that falls outside of the policy terms - eg the effects of gradual wear and tear or damp and dry rot are not covered by a standard home insurance policy
* The policy definition for a claim is not met - eg some critical illness claims were declined because the condition the customer was claiming for was not covered by their policy
* A pre-existing health condition/lifestyle choice was not declared - eg pre-existing health conditions or lifestyle choices that are not declared by the customer during the application process can lead to group and individual protection claims being declined
Source:
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