Breaking Down Aviva plc Financial Health: Key Insights for Investors

Discover how Aviva plc stitches together purpose and performance as a leading insurer serving 25 million customers across the UK, Ireland and Canada (Sept 2025), driven by a mission to be 'with you today, for a better tomorrow' and a transformation toward a customer-first digital insurer; with a 2024 Group adjusted operating profit of £1,068 million, a pledge to donate £1 billion to communities by 2025, a corporate commitment to become net-zero by 2040, and a vision to deliver shareholder value targeting a return on equity of >20% by 2028, Aviva pairs its four core values-Care, Commitment, Community, Confidence-with measurable sustainability and financial goals that shape strategy, operations, and the employee culture underpinned by high engagement.

Aviva plc (AV.L) Intro

• Customer footprint: c.25 million customers across the UK, Ireland and Canada (as of Sept 2025).
• Core offerings: general insurance, life & savings, pensions, asset management and retirement solutions.
• Strategic focus: growth, customer-centricity, efficiency and sustainability to drive superior returns.

• Protecting customers' financial security through insurance and retirement solutions.
• Helping customers prepare for and recover from life's risks while enabling long-term savings and retirement outcomes.
• Embedding customer outcomes into product design, pricing and claims handling to increase trust and retention.

• Deliver profitable growth across core markets (UK, Ireland, Canada) while expanding customer lifetime value.
• Operational efficiency: simplify processes, reduce costs and reinvest savings into digital capability and customer service.
• Sustainability leadership: achieve net-zero by 2040 and align underwriting and investment decisions with low-carbon transition.

• Customer-first: design and measure success by customer outcomes and experience.
• Accountability: disciplined capital allocation, transparent reporting and focus on shareholder returns.
• Collaboration & inclusion: a diverse workforce and strong engagement (91% employee engagement in 2024) to drive innovation and execution.
• Integrity & sustainability: responsible underwriting and investment stewardship aligned with climate goals.

• Clear targets for capital generation and returns, monitored through adjusted operating profit and other KPIs.
• Regular public reporting on sustainability progress and climate-related metrics as part of net-zero commitments.
• Board oversight linking strategy, risk appetite and executive incentives to long-term value creation.

Aviva plc (AV.L) Overview

• Mission focus: providing protection and long-term savings solutions while improving customer outcomes through digital channels and personalised services.
• Ethics & governance: commitments to act responsibly, treat customers and colleagues fairly, and respect human rights across the value chain.
• Community & social investment: pledged contribution of £1 billion to community initiatives by 2025 to support resilience and inclusion.
• Inclusion & workforce: fostering a culture of inclusivity and empowerment to enable employees to deliver better outcomes for customers and communities.
• Sustainability: net-zero ambition across operations and investments (company-level target to achieve net zero by 2040) and integrating ESG into underwriting and investment decisions.

• Digital transformation: building a leading digital insurer capability to increase customer satisfaction, speed-to-market and cost efficiency (investment in platforms, data & automation).
• Customer-centric products: expanding protection, health and retirement solutions aligned to lifetime customer journeys.
• Responsible investing & underwriting: incorporating ESG metrics into capital allocation, underwriting appetite and stewardship activities.
• Transparency & trust: adherence to the Business Ethics Code, clear disclosures, and governance practices to protect stakeholder interests.

• Profitability & capital strength enable long-term commitments to policyholders and communities - underlying operating profit and solvency metrics underpin capacity to meet the mission.
• Scale of AUM supports stewardship and transition financing to meet net-zero objectives while delivering returns for customers.
• Employee base and investment in digital talent are critical levers for customer experience and operational agility.

Aviva plc (AV.L) - Mission Statement

• Core mission: to be the most trusted insurer for customers in the UK, Canada and Ireland while generating superior returns for shareholders.
• Strategic focus: accelerate capital‑light growth organically and via targeted M&A to strengthen market positions and improve capital efficiency.
• Customer commitment: build and sustain a leading UK customer franchise driven by digital service, retention and improved satisfaction metrics.
• Climate & social responsibility: lead on climate action, build stronger communities and operate sustainably-with science‑based targets aligned to a 1.5°C pathway and a net‑zero business target by 2040.

• Capital deployment: focus on disciplined capital allocation to support buybacks, dividends and selective acquisitions that enhance capital‑light earnings.
• ESG integration: embed climate risk and social outcomes into underwriting, investment and product design to meet science‑based targets.

Aviva plc (AV.L) - Vision Statement

• Care - prioritising customer outcomes: designing propositions that make a tangible positive difference to customers' lives, from claims handling to long-term retirement solutions.
• Commitment - ownership and courage: taking responsibility for results, standing up for customers and stakeholders, and executing strategic change with discipline.
• Community - one-team collaboration: leveraging group scale and cross-country expertise to win together for customers, colleagues and partners.
• Confidence - future-focused ambition: setting higher standards for service, sustainability and innovation, operating with the conviction that the best is yet to come for customers and society.

• Aviva's Business Ethics Code embeds these values into policies on conduct, anti-bribery, conflicts of interest, customer fairness and supplier management, ensuring day-to-day decisions reflect ethical and sustainable outcomes.
• Values are reflected in remuneration metrics, board oversight (risk & conduct committees) and in employee performance frameworks to align incentives with customer-first behaviours.

• Product design and claims: "Care" is operationalised through claims turnaround KPIs, NPS/customer satisfaction targets and vulnerability frameworks to protect at-risk customers.
• Strategy and capital allocation: "Commitment" guides disciplined capital deployment into high-return segments (protection, retirement, general insurance) while maintaining a strong capital buffer and shareholder distributions.
• Culture and engagement: "Community" is reinforced through cross-functional programmes, diversity & inclusion targets, and employee engagement metrics to sustain service quality and retention.
• Sustainability and innovation: "Confidence" underpins net-zero commitments, responsible investment policies and the use of technology to improve customer journeys and risk selection.

• Customer metrics - NPS improvements, reduced complaints and claims satisfaction scores tracked quarterly.
• Financial metrics - operating / underlying profit, combined ratio in GI, new business margin in life/retirement segments.
• Capital & solvency - Solvency II coverage, CET1-equivalent metrics and capital return programmes reported alongside results.
• ESG metrics - CO2 reduction targets, sustainable AUM growth and ESG integration in insurance underwriting and investments.