Paying claims is what we do
Two in three people believe insurers avoid paying out claims1. But the fact is, we exist to pay claims. And we do pay. That’s why we publish our claims payout rate openly.
In 2020 we paid out 96.3% of claims received
- 96.3% Claims paid out to customers
- 3.7% Claims rejected - most commonly because the risk is not covered, non-disclosure or fraud
We paid out a total of
That works out to
1 claim every 39s
We paid our customers over
That's an average of
Hear from our customers
You don't have to just take our word for it. Hear directly from some claimants about how Aviva supported them when they needed us.
Thanks for arranging direct payment to the hospital so I didn't need to max out my credit cards. You really came through for me.Cindy, health insurance claimant
After my operation, I made a claim with Aviva. My claim was settled quickly so I'm extremely pleased. If not, I'd be financially burdened.Vincent, critical illness claimant
Thanks [Michelle] for arranging a courtesy car even after working hours on the eve of a holiday. Solved my problem of not having a car over CNY.Jenny, car insurance claimant
Good claims experience with Aviva – simple process, prompt responses and I appreciated the guidance along the way!Dion, travel insurance claimant
What about the remaining 3.7% of claims?
As much as we want to pay 100% of all claims received, we're only able to pay genuine claims. By paying only genuine claims, we're being fair to all customers. Here are some reasons why we deny claims.
We have zero tolerance for fraud. By detecting and avoiding paying fraudulent claims, we help to keep premiums low for customers.
Some claims were declined because of a pre-existing condition that wasn't disclosed when taking out the policy.
Risk not covered
We can't accept claims that aren't covered by the policy, such as claiming for normal childbirth expenses from Integrated Shield Plans.
Because you're the reason we do what we do
We know that our customers want quick and simple settlements, so we're always finding new ways to improve our claims process.
Allowing multiple claims
We're moving away from traditional "claim once" plans to give customers greater certainty around their cover in case of future re-occurrence.
We're using tech to simplify our claims process such as through our ClaimConnect app.
Cashless medical treatment
Not just expedited, but also cashless, appointments with a curated panel of medical specialists. So customers needn't worry about upfront payment.
Here when you need us
By the time you read this, we hope you've got the reassurance that we're committed to protecting what matters most to you.
Apart from the assurance that you're protected, there are so many other benefits of being an Aviva customer, from scholarships to year-round rewards!
What we do
Find out more about what we do and how we help our 1.3 million customers in Singapore defy uncertainty.
Planning for the future
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Terms and conditions apply. This information is published for general information only and does not have regard to the specific investment objectives, financial situations, and/or the particular needs of any specific person.