2021 Results and Financial Review

Building an engaging digital customer experience Customer Bringing One Aviva to our customers Fixing and enhancing digital customer journeys to improve connected customer experience through MyAviva Driving customer satisfaction and product holdings 2021 2024 ambition Registered customers 5.7m >8m Satisfaction with service 51% >70% Building engaging, mobile-led experience and services to deepen customer relationships Personalised interactions 9:41 Home Welcome back, James App primary channel 43% >65% Direct sales completed online 69% >85% Harnessing data to deliver richer interactions, better meet customer needs Customer marketability 39% >60% Insurance 2 products Investments Total: £9,420.18 Personal Pension Current earnings: Workplace Pension Current earnings: Retirement Total: £97,6 £62,312.11 +£312.60-5.1% £4,412.84 +£57.21-3.4% Holistic view of products Transfer in progress Related content Convenient and accessible tools TOOL Combine your Pensions You could spend more in retirement by combining existing pension pots. a What is this? Home Suppen Offers Connected experiences across channels AVIVA 37

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