Proactive client engagement
Our experts explain the changes we’re making in ALPS to help you stay a step ahead when it comes to supporting your clients.
At Aviva, our goal is to provide high-quality products and services that you can access at your fingertips, with processes that don’t require a hefty instruction manual. And by asking for your feedback at exit points in our online systems, during our annual adviser survey, and through external benchmarking activity, we can continue to enhance our protection journeys.
This also means our team can focus on improving what matters most to you and your clients. Our expertise, underpinned by ongoing investment, means we can turn your feedback into solutions that help you engage with, and manage, your clients’ protection needs.
Annual statement summary
Our most recent improvements focused on not only giving you timely opportunities to engage with your clients but offering positive Consumer Duty outcomes. So, we’ve launched an annual statement summary to do just that.
This gives your clients the opportunity to proactively review their cover, checking they understand what’s included and if it still meets their needs. It also highlights the additional health and wellbeing benefits they can access through Aviva DigiCare+.
Sign up to Aviva’s Existing Business tracking service and you’ll get email reminders when the policy anniversary rolls around. That’s your nudge to look at the annual statement summary on the Aviva Adviser site through My Clients.
We’re phasing in annual statement summaries, starting with income protection products, but all Aviva Life Protection Solutions (ALPS) products will have them by December 2024. We’ll send them to customers on the anniversary date of the policy sale, but they can also find copies in Aviva’s client portal, MyAviva.
Engaging customers with their protection policy purchase has become more important as policy features and benefits have increased. Inbuilt flexibility ensures policies can adapt to changing life events and maintain cover at appropriate levels. Regular reviews will make sure changes are made in a timely manner, maintaining your clients’ confidence.
Matt Usher, Change Delivery Manager
Client reports and documents
As well as annual statements, you can access client reports showing a summary of your client’s protection portfolios at any time. This lets you deal with queries as and when they arise and review your client’s products against any change in circumstances. The client report also serves as an audit trail for both you and your clients.
And we’ve created a client documents area, where you can find a full history of your client’s plan documents from outset. We’re continuing to add documents to this space, including letters sent to customers confirming premium review outcomes, and providing options where premiums change due to indexation events. All these can help you have proactive conversions with your clients.
Our aim is to share all correspondence sent to customers with advisers, so you can prepare for any questions they might have and proactively contact them if they need your guidance.
Emily Gell, Digital Product Owner
Business notifications
Involving you in the ongoing management of your clients can help you reach the best outcomes for them and for you. And our business notifications keep you one step ahead.
When you register for business notifications, you’ll get details sent straight into your inbox about any changes to applications. This includes telling you when your client’s completed their health questions.
You can also register for existing business alerts. These will come to your inbox too, giving you timely information that could help you rescue a case that could potentially lapse or cancel. And it means you can maintain active contact with your clients.
Notifications happen overnight for updates and changes made the previous day.
To make case retention even more efficient, we’ve boosted the level of client, collection and commission information available. You can download this information as an Excel report, so you can work through the data without having to access each policy individually.
In the current cost of living dilemma we all find ourselves in, this helps you stay one step ahead of what your client’s doing. We’ve made information available in several ways so you can choose what works best for you.
Lucy Spotswood, B2B Journey Product Owner
Managing payments and policies
To give you more control over your clients’ policies, we’ve added functionality that lets you manage their direct debits. So, you can change the details and, if needed, update the premium collection date. It’s a change that has speed, simplicity, and control at its heart.
And from your business notifications, you’ll see any changes a client makes to their policy. This includes missed premiums or cancelling in error, so we’ve given you the functionality to reinstate the policy if the client doesn’t want to end it.
Likewise, you can now cancel a policy for your client. But make sure you use client reports to review any cover before cancelling; replacement cover, affordability and change in circumstances are all points to discuss. When a policy is cancelled, we’ll notify both you and your client.
We want to put advisers in control of their clients’ portfolios. You can now manage all aspects of premium collection, policy cancellation and reinstatement, through our online processes.
Gordon Cannell, Change Delivery Consultant
Commission
To keep you informed and in control of your business, you can now view your commission information and transactions online.
On a case specific basis, you’ll see when your commission will be paid and how much, along with the terms and other key details.
It will also show you how much you’ve earned and any clawbacks, again at policy level. And you’ll get statement dates too. It’s all designed to help you keep tabs on what’s coming in and going out.
We understand how important it is for you to track the impacts of policy changes on commission earnings. Making detailed information available at policy level will provide much greater transparency.
Emily Gell, Digital Product Owner
We’ll continue to give you opportunities to engage clients with their protection purchase, keeping advisers at the centre of the conversation. Our changes are designed to make interactions with your clients proactive, rather than reactive. Meaning you can serve up timely, personalised opportunities in the moment, supported by clear online journeys when you need to make changes.