Andrew Morrish, UK Claims Director for Aviva, said:
“Since Storm Ciara hit over the weekend, we’ve been providing emergency support to our customers across the UK. We’ve also been sharing advice through our website and social media channels, to help our customers to take preventative steps.
“Storm Ciara is unusual in that it has affected a wide area and so far we’ve seen an increase of around 285% in telephone calls and claims, compared to January. Customers are able to contact us in a number of ways and around 10% of people have made a claim using our online claims facility.
“The majority of claims have been from people whose properties have been affected by strong winds, such as loose roof tiles, broken windows and fallen trees, but we are also starting to see flood claims. We are monitoring the situation closely, particularly where there are flood warnings in place.
“We are speaking to customers across many parts of the country, but the worst affected areas are Nottingham, Birmingham, Norwich, Sheffield and Bradford.
“To help our customers, we are using technology to help settle claims more quickly, either using desk-based technology to assess damage, or through our storm calculators. This means that around 12% of customers have already received payments.
“We have a network of suppliers who are already helping our customers – securing doors and windows for example – and our field consultants are out and about across the regions, speaking to our customers face-to-face. Our claims experts have already identified claims from vulnerable customers and we are working with our network of suppliers to ensure these claims are given priority.
“Some customers may not have had the opportunity to check their properties yet, so we’d urge them to visit their homes and business premises as soon as it is safe to do so. If there is any damage, we’d encourage them to get in touch as soon as possible, so we can help them with their claims.
“With Storm Dennis forecast for later in the week, we’d encourage people to take precautions to protect their homes and vehicles.
Notes to editors:
- Aviva is a leading international savings, retirement and insurance business. We exist to be with people when it really matters, throughout their lives – to help them make the most of life. We have been taking care of people for more than 300 years, in line with our purpose of being ‘with you today, for a better tomorrow’.
- Our vision is to earn our customers’ trust as the best place to save for the future, navigate retirement and insure what matters most to them. In 2018, we paid c.£33 billion in claims and benefits on behalf of our 33 million customers.
- We operate through five business divisions: Investments, Savings & Retirement; UK Life; General Insurance; Europe Life; and Asia Life; and focus on three strategic priorities: deliver great customer outcomes, excel at the fundamentals and invest in sustainable growth.
- Total group assets under management at Aviva group are £501 billion (as at 30 June 2019) and our Solvency ratio is 195% (3Q19). Our shares are listed on the London Stock Exchange and we are a member of the FTSE 100 index.
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