Aviva Canada’s new chief executive officer, Nav Dhillon (pictured), says his leadership will focus on disciplined execution, growth in commercial lines, strengthening partnerships, elevating claims service, and investing in people – all within the framework of the insurer’s existing strategy.
“Our strategy remains unchanged,” Dhillon told Insurance Business. “I was fortunate enough to be part of the team that shaped the strategy over the last several years.”
The first priority, he explained, is ensuring the business remains disciplined in executing on that strategy. “You don’t get these results by resting on your laurels,” Dhillon said. “Our people are showing up every single day, delivering for our customers, our partners, our brokers.” He said that maintaining discipline is about more than hitting performance targets – it’s about sustaining trust.
The second priority is pursuing growth opportunities – particularly in commercial lines. Dhillon sees “enormous” potential for product expansion across Aviva’s Canadian platform, bolstered by new partnerships. That includes extending Aviva’s presence into more niche and specialised markets, and creating coverage solutions tailored for emerging risks.
When it comes to growth in commercial lines, Dhillon identified two key opportunities. One is entering the smaller, mid-market and SME segment – an area Aviva Canada does not currently serve but is actively building capability for.
“That’s a huge opportunity for us, and we’re investing in that capability today for a launch in the very near future," he said. "We’re excited to announce those plans very shortly.”
The other target for expansion is financial lines – another segment Dhillon sees as having significant untapped potential for Aviva Canada, especially as businesses face increasingly complex risk profiles.
Third, Dhillon pointed to the company’s ambition to build “the best customer proposition in the market” in claims handling – aiming to set what he calls the “gold standard” for the industry. This means speeding up response times, improving communication at every stage of the claims journey, and using technology in ways that remove friction for both brokers and insureds.
Finally, he emphasised investing in Aviva’s workforce of more than 5,000 employees nationwide. “The key thing for any insurance or financial services business is the talent pool,” Dhillon said. “Ensuring that your talent is showing up every day, that you’re investing in the future.”
For him, that also means creating opportunities for career growth, upskilling in digital and data capabilities, and ensuring that employees feel connected to the company’s purpose.
Dhillon also acknowledged that Aviva Canada – and the wider insurance industry – faces headwinds that require constant vigilance.
“As a CEO, one thing we always work on as a leadership team is that we can only control what we can control,” he said. “The first challenge that comes to mind is the macro environment. We’re in a very uncertain time – if you look at things like a tariff situation evolving at a global level, or here at a domestic level, that can add pressure to the industry.”
He pointed to claims costs and claims inflation as a particular area of concern, noting that Aviva has been monitoring these pressures closely from the outset.
The second major challenge, Dhillon said, is navigating regulatory change.
“We have great relationships with regulatory bodies, but any regulatory challenges that pop up require careful attention,” he noted. “One that is topical at the moment is the situation in Alberta. We’re closely working with the right stakeholders there, and we’re very happy to see the progress made,” he said.
Looking ahead, Dhillon said his outlook for both Aviva Canada and the wider group is decidedly optimistic.
“I’m incredibly bullish about our business – both globally, as Aviva, and here in Canada,” he said. “We expect to deliver strong underlying results year on year. We expect to execute on our transformation agenda, on growth opportunities, and I think that will yield tremendous results for our people, our partners, our brokers, and the local communities that we serve.”
