Aviva’s digital tools to save brokers time and effort and boost customer service

Aviva is giving brokers instant access to greater analytical information and cross-sell opportunitiesBrokers can now place larger Commercial Combined risks onlineThey can process routine mid-term adjustments online for regionally traded Commercial Motor policiesAviva Broker portal now offers online renewing and lapsing online across regionally traded Motor and non-Motor policiesAt-a-glance claims data and tracking is now available

Aviva is building on the success of its award-winning1 digital platforms with a series of innovations designed to save brokers time and effort, allowing them to better serve existing customers and win new business.

The insurer continues to develop the functionality and capabilities of its platforms, underpinning the strong digital trading growth reported at half-year when GWP across Digital SME was up by 19%.

In Aviva’s last Broker Barometer survey2, 70% of brokers said they were interested in further automation and gave improving customer service as the top reason (58%).

Responding to brokers’ needs, Aviva has made further enhancements to its digital offer. The new features include:

Client Dashboard

Fast Trade, Aviva’s market-leading extranet platform, now features a Client Dashboard, making it easier for brokers to identify live policies and quickly view and action current quotes, as well as being able to start a new quote directly from the dashboard.

It also suggests additional products customers may find useful, based on clients with a similar risk profile, providing brokers with new cross-sell opportunities.

These will appear as quote options in the dashboard, with answers to some questions pre-populated based on information already held.

Commercial Combined

In Commercial Combined, Aviva has responded to broker demand to place larger risks online by increasing upper product limits and investing in more underwriting capability.

It has enhanced its digital service support and digital functionality, joining up online and offline to make it faster for brokers to place business. If a risk cannot be immediately placed online, it’s no longer a case of “computer says no”: it can be referred at the click of a mouse for a quick decision via Aviva’s dedicated offline underwriting team.

This gives brokers increased confidence to start the quote journey online, knowing Aviva will catch it, whatever the outcome.

Mid-Term Adjustments (MTAs)

Aviva has also launched a new digital capability through the Aviva Broker portal, allowing them to make instant policy amendments on regionally-traded Commercial business.

They can now process mid-term adjustments (MTAs) for Commercial Motor policies and renew or lapse across Motor and non-Motor, processing a renewal in just four mouse clicks.

This should give brokers more control to make changes quickly and free up their usual underwriter to support them with more complex matters.

If a request can’t be processed online, Aviva’s expert underwriting team will be able to respond quickly via Live Chat to work on a resolution.

Digital claims data and tracking

As part of its digital Claims programme, Aviva has successfully launched Track Claim functionality, along with planned enhancements to its Claims Data service, across Commercial Lines Property, Motor and Liability within Aviva Broker.

This includes the addition of enhanced data fields, as well as a dashboard with visual graphs, charts and heatmaps to help brokers with insight and trend analysis.

They can track claims digitally, download a snapshot of the claims’ status and access Live Chat directly if they need to.

The dashboard will also give them access to open, closed and notified claims, allowing them to track at individual claim level and download a snapshot of their claims’ status.

Maria Crockart, SME Digital Trading and Automation Director at Aviva, said: “Brokers are a vital element of Aviva’s success, so we’re always keen to listen to what they tell us and make sure we act on it.

“They have shown a clear appetite to transact more business digitally and process routine tasks quicker and more simply, and this is what we’re giving them.

“We’re putting data at their fingertips and giving them the tools they need to save time and effort and provide customers with the best possible service.

“Where matters are less straightforward, they can have confidence that there is a team of dedicated specialist underwriters ready to help at once.

“We’ll keep listening to brokers’ feedback to ensure we stay ahead of the game and continue to offer market-leading technological solutions backed by real human expertise.”

Authored by Aviva