Aviva Canada has appointed John Lally (pictured above) as chief claims officer, effective June 2, 2025. He will join the company’s executive committee and report directly to CEO Tracy Garrad.
Lally has been with Aviva Canada since 2010 and has held several leadership roles in both finance and claims. Since moving into the claims division in 2017, he has overseen key functions including data, claims quality assurance, fraud, casualty, accident benefits, auto, and property. Most recently, he served as Senior Vice-President, Personal Insurance, Claims.
Tracy Garrad described Lally’s appointment as a reflection of the talent within Aviva Canada and the company’s emphasis on developing leadership. She said she expects Lally to lead the claims organization with integrity, ambition and care, ensuring the company fulfills its commitment to support customers when they need it most.
Lally expressed pride in leading what he called one of the industry’s best claims teams. He noted that claims can be a stressful experience for customers. He said Aviva’s objective is to reduce that stress, settle claims fairly and quickly, and help customers recover after difficult events.
Lally’s appointment comes at a time when the Canadian insurance sector continues to deal with the impact of extreme weather events. In 2024, severe weather caused significant losses for the industry, including Aviva Canada, which is the country’s second-largest property and casualty insurer.
While Aviva Canada reported solid underlying results for the year, its combined operating ratio increased to 98.5% in 2024 from 95.3% in 2023. Garrad said 2024 was a challenging year but also one marked by growth and important achievements, with the company prioritizing customer recovery from extreme weather events.
The company also saw growth in both personal and commercial lines. Personal lines rose by 13%, largely due to new customers in Ontario and Quebec, while commercial lines grew by 7%, driven by new business and premium increases.
