UK Business Performance 2011

Key points

Across the UK

15 bn
LARGEST
INsURER* UKs
Claims and benefits paid We paid out more than 15 billion in claims and benefits to UK customers in 2011. Employees Employee engagement up among our 17,500+ UK employees. Recommended choice Weve been changing the way we look after our customers by making our processes simpler and more customer-friendly as a result our annuity customers are even more happy to recommend us (a 26 point improvement in our Transactional Net Promoter Score among existing annuity customers).

2.5bn 2.5bn
Aviva plc operating Aviva plc operating profits in 2011 profits in 2011

UK general insurance
60,000 90,000

UK life and pensions

90k
100,000 100k 200,000

* based on aggregate 2010 life and pension sales (PVNBP) and general insurance gross written premiums.

14
1

MI ION
UK cUstOMers

Car insurance More than 2 million personal motor customers 400,000+ new in 2011.

40,000 20,000 0

60k

200k
300,000

40k
2200000 1

400,000
400k
More than 2 million people in the UK rely on us to manage their pension.

300k

20k 0

2 2100000 1

by

1 3 2
Annuity Over 63,000 customers took out an annuity with us in 2011 with a total lump sum value of 2.6 billion.

One brand Life, general insurance and health together under one powerful brand in the UK.

635,000
Life and GI policies More than 635,000 customers hold both a Life policy and a GI policy.

8%

Sa

2.6bn

le

up

UK
UK profits UK accounts for approximately half of Aviva plc profits.

* net written premiums.

Market leader The market leader & leading insurer for SMEs in the UK.

2.3 million
Health Customers We have over 2.3 million health customers.

Awards won in 2011 General Insurer of the Year. (Insurance Times awards) Health Insurer of the Year. (Health Insurance awards)

24% 10%
Individual annuities market share. Increase in long-term savings sales.