AI claims models programme with QuantumBlack (Aviva UK)
by Aviva (UK General Insurance) · Primary insurer
Market unit: GB
Aviva's UK general insurance claims operation uses more than 80 AI and machine-learning models, built by an Aviva analytics team of over 50 specialists with McKinsey's QuantumBlack and Orphoz. The models support claims handlers at key decision points, notably liability assessment and the routing of claims to the right team. McKinsey's case study (vendor-reported) cites 23 days less to assess liability in complex cases, 30% better routing accuracy, 65% fewer customer complaints and over 40,000 hours of staff training. In March 2026 Group CEO Amanda Blanc said Aviva had trained over 150 machine-learning models in claims with its own data and saved nearly £100 million through its claims transformation (diginomica). The models are in production use across the claims function.
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AI capability and maturity
AI capability level
Business context
- Value chain steps
- Claims management
- Insurance branches
- Motor vehicle insurance
- Application scope
- Internal only
- Business criticality
- Business critical
- Country or market unit
- GB
Value and impact
- Added value category
- Efficiency gainCustomer experience improvementQuality improvement
Technical details
- AI category
- Machine learning and predictive analytics
Compliance and governance
- EU AI Act risk category
- Not available
- EU AI Act role
- Not applicable
- Relevant policies
- Other
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- Development type
- Scaled application
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by Zurich Insurance Group (Zurich Switzerland, Zurich Brazil)
CH, BR
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