Here when you need us

In the time it takes to browse this page, we'll have paid another claim.

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 2019, we paid out 97% of claims received

97% Claims paid out to customers
3% Claims rejected - most commonly because the risk is not covered, non-disclosure or fraud

We paid out a total of

1,123,474 claims
That works out to

1 claim every 28s
We paid our customers over

S$530 million
That's an average of

S$1.4 million/day

¹According to Aviva's Consumer Attitude Survey, March 2018

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% 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.

Fraudulent claims

We have zero tolerance for fraud. By detecting and avoiding paying fraudulent claims, we help to keep premiums low for customers.

Non-disclosure

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.

Paperless claims

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.