The COVID-19 pandemic accelerated the shift towards digital platforms, with many customers now expecting to manage their insurance claims online. Aviva has responded by offering digital-first products like “Quote Me Happy” for tech-savvy customers, while also maintaining traditional communication channels for those who prefer them. This balanced approach ensures that all customer preferences are accommodated.
📌 Addressing the Rise in Claims Complaints
The Consumer Duty regulation has increased the focus on safeguarding customer interests. Malik explained that Aviva strives to keep complaints low, but they are committed to resolving any issues efficiently and learning from customer feedback. Significantly, complaints are fewer than 4 per 1,000 General Insurance and Health policies in the UK.
🌱 Building on ESG Credentials in the Supply Chain
Aviva is proactively aligning its supply chain practices with its Net Zero goals. Key initiatives include:
- Offering sustainability advice to suppliers
- Including sustainability criteria in procurement decisions
- Rewarding suppliers who meet sustainability targets
By the end of 2023, 35% of Aviva’s spend suppliers had committed to science-based targets.
💼 Encouraging Careers within the Claims Industry
Malik highlighted the diverse career opportunities within the insurance claims sector. Many professionals come from backgrounds in finance, law, and other industries. He emphasized the satisfaction of helping customers during challenging times and encouraged individuals to explore rewarding career paths in claims.
🌍 Promoting Diversity, Equity, Inclusion, and Belonging (DEIB)
DEIB is a fundamental value at Aviva. Malik co-chairs “Aviva Origins”, an employee resource group that fosters cultural awareness and inclusivity within the workplace. Notable initiatives include:
- Flexible bank holidays to allow employees to observe holidays and festivals meaningful to them
- Programs and policies that champion inclusivity and diversity in everyday work culture
These efforts reinforce Aviva’s commitment to advocating for a diverse and inclusive working environment.