United KingdomFinance and insurance2025 – ongoingAviva
Generative AI claims summarisation
Aviva said claims summarisation halved customer hold time
Problem
Claims handlers needed to understand claim information while customers waited on hold.
Approach
Aviva deployed a generative AI claims summarisation tool used by over 500 handlers. The insurer developed AI tools through an internal platform designed to protect customer data.
Results
halvedcustomer hold time following use of claims summarisation, according to Aviva
over 500handlers using the claims summarisation tool, according to Aviva
Takeaway
Aviva linked summarisation to shorter customer waits. It did not disclose the baseline hold time or measurement method.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Aviva5 Mar 2026
Aviva reported that over 500 handlers used its generative AI claims summarisation tool and that customer hold time had halved. Its broader claims savings covered multiple changes and were not attributed solely to this tool.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026