Insure TV Masterclass: redefining our Aviva Premier proposition

Mark Colegate: The Aviva Premier proposition has just launched for larger Mid-Market clients. To find out more about it, I'm joined here in the studio by four senior members of the Aviva team. They are Jonathan Smith, Head of Solutions in Commercial Lines, Lucy Casswell, Client Relationship Manager, Justin Linney, Head of Risk Management Solutions UK Commercial, and Vanessa Miller, Claims Relationship Lead. I want to focus on the Premier proposition a second. Before I do, I want to sort of take a step back and look at the broader Mid-Market proposition that, that Aviva offers. Could you just set the scene for us, Jonathan? What, what is it? What are the key attributes of it?

Jonathan Smith: Yeah. I'll give you a, a snapshot, because we're quite diverse in, in terms of what we have, so, we can insure customers from paying a few thousand pounds all the way up to twenty million, you know. And we cover various sectors from food industry, through to motor trade through to property owners. So, it's quite a smorgasbord of, of what we can do. The proposition is, is a robust commercial combined product. We write motor fleets, we write specialty lines for the clients, but it's actually a standard product line. So what we're trying to do with Premier is that for the larger, more complex customers, we're elevating the baseline proposition for them.

Mark Colegate: Thank you. And let's get some thoughts from everyone else on the panel. So, Lucy, from a, a client relationship manager perspective, what would you, what would you add to what Jonathan's just said there?

Lucy Casswell: I think it's a fantastic solution for our larger, more complex clients. You know, their demands are growing greater. They want, you know, a more sophisticated purchase from us, and this enables us to really deliver more tailored solutions that are specific to their needs.

Mark Colegate: Thank you. And Justin, how about you?

Justin Linney: Yeah. I think from a risk management viewpoint, the world's an ever-evolving place. I think whether it be social, political, environmental impacts, they affect the cost of materials, the cost of labour, things like underinsurance, and it's just being there for our clients and helping them understand the risks that are out there.

Mark Colegate: Thank you. Vanessa?

Vanessa Millar: From a claims solution, it's absolutely about understanding the client's needs, so, really getting under the skin of what matters to the client, what's important, through the many complexities of their, their, businesses.

Mark Colegate: Thank you. Well, Lucy, how does this all get pulled together via a client relationship manager? There's obviously a lot going on under the bonnet there.

Lucy Casswell: So, essentially, there's nine of us across the UK split out regionally, and what we'll really look to do is just bring together the very best of Aviva. So, this allows us to tap into the various different sectors, skill sets, expertise to really listen to the client, what's important to them, and bring the right people onto the pitch when the time's right. So, I spend a lot of my time working alongside the solutions team under Jonathan, with Ness and Justin, and really making sure that we're getting the right fit for our clients.

Mark Colegate: And how many firms can a single client relationship manager handle?

Lucy Casswell: So, across the UK, we've got about three hundred and fifty large or more complex clients within our portfolio. And within that, probably sixty to seventy have real strong tripartite strategic partnerships with them. So, the way that it works is the nine of us across the UK, we're aligned to the three different regions, and within that we have the three, the main trading hubs. So, each of us will be aligned to a trading hub, and we'll just really focus on, understanding, getting under the skin of our clients, understanding what's important to them and finding ways to anticipate their needs and respond.

Mark Colegate: And, again, so, so Justin, from your point of view as risk management, how easy is it to interact with, client relationship managers? 'Cause they must be operating as internal advocates for individual clients. How does it work?

Justin Linney: I think it's like I say, it's that partnership arrangement, and it's whether it be our underwriting teams, whether it be Lucy's, client relationship team or our claims team. But it's working with our brokers and our clients really to understand, as Lucy said, our clients and actually work with them to understand what they're looking to build, you know, where their risks are, you know, what are their ambitions and where are they going to take those opportunities and how can we support them.

Mark Colegate: Thank you. And Vanessa, from your side as claims as well, I mean, if there is a need for a claim, does the claims person is it all done down the phone? Is it important to be out and about actually physically in front of, of clients in some circumstances?

Vanessa Millar: I think, absolutely face-to-face works really well. We also, we've discussed this earlier, you know, about the, the beauty of having teams as well, because we can reach out to wider parts of clients' organisations just to have those conversations around processes, claims. I think from a claims perspective, though, it really is about, no one size fits all, no one client is the same, and it's making sure, particularly from a claims perspective, that when they get that claim, we put them on the right path from day one to get the best possible outcomes.

Mark Colegate: Thank you. Jonathan is heading up solutions in commercial lines. So, how do you and your team interact with the CRMs?

Jonathan Smith: We are very busy people. But we've got, you know, I've got a team of experts that sit above the regional teams. So, when, complexity and when areas of interest need to be dug deeper into for a client, my team then sits and guides the underwriting team towards that. What we also tend to do is that for our larger customers, and typically that will be a customer paying more than two hundred and fifty thousand pounds, we would then work collectively together across the regional trading teams, my solutions team and, and, with Lucy and the, and the CRMs, and bring in the ARMS team and the claims team. So, you've got a full holistic Aviva team on the pitch to then present to the client, because I think that's what they need to see from us. What we're finding is that as we grow more customers in that larger, more complex space, their demands of what they want from insurer is different now.

Mark Colegate: Well, you mentioned the large customers. That does bring us on to, to Premier as a proposition. So, can you talk us through it? Well, let's start with the concept. What, what's the idea behind it? Who exactly are you aiming it at?

Jonathan Smith: I think really it's formalising what we already do for our larger customers. And as I said earlier, because their demands are different. Now premium is just a guide really. You know, so, typically it will be a customer spend of £250,000 or more. But what we're really interested in is the complexity of the customer, how committed they are for long-term relationship, and working in collaboration. You know, we all work in collaboration as one single team facing to the customer. What we want is that open access. So, just as they would do with a legal advisor or with financial advice through their accountants, we want them to see us in the same way. So, we sit around the table together, and we look to support their business.

Mark Colegate: And just coming back to this £250,000 figure. So, if I'm an existing client of Aviva, and roughly speaking, I'm in that bucket, do I automatically get Premier?Is it the point I next renew with you? How do, how do you roll clients on?

Jonathan Smith: I think as we get to the renewal cycle, you know, typically that would be, eight weeks before. Could be, could be sooner depending on, the size of the customer. But as I mentioned earlier, it's more about the customer profile. So, so, whilst they might be £250,000, which therefore gets us in that discussion, it might well be that they, they want a simple approach. So, it might be very light touch from Lucy's perspective, or it might be a client that has multiple premises, multiple demands, really complex in terms of what their insurance placing program is. And actually then that fits that Premier discussion because actually our interaction will be more in terms of quarterly. It might be formal half-year reviews. So, it's more about actually understanding the shape and the demand of the customer rather than just your £250,000 premium spend, here's Premier.

Mark Colegate: And what happens if it's, say, £230,000? But they're an interesting customer. They've been very loyal to Aviva. So, to your point about building up long-term relationships. What, what would you say?

Jonathan Smith: I, I think it's back to that, that point I raised, that if, if it's the right customer behaviours and profile, then actually we will probably be doing this anyway with them because I think that it sets us apart from the rest of the market.

Mark Colegate: Well, you stressed it's a, it's an evolution and a formalisation if you like, rather than a new, something that's entirely new. But I would just ask everyone else on the panel, does it create more work for you, this, from perspective?

Lucy Casswell: I mean, I think from my perspective, it's, it's, it's a great formalisation and great outcomes for the client and, and it's very much taps into that piece of not one size fits all. So, you know, whilst, whilst we speak about, you know, some clients require much more complex, engagement programs and other ones just perhaps just don't want that. But that also varies throughout, you know, their business cycle, the renewal cycle, and this really just enables us to, to formalise that and, and make sure that we've got that, that fantastic team there behind them ready for when the time's right.

Mark Colegate: Vanessa?

Vanessa Millar: I think that's a really important point that Lucy makes because some clients, it's a value-added piece that we really want to engage with them. You know, some clients will welcome lots of intervention, will have lots of complexity within their businesses, so, we'll need to kind of get quite involved. Others, it'll be a bit more light touch. So, it is linking back to that whole piece around understanding your client, understanding their needs and, and tailoring that to suit. Because like I say, we only want to do it for the value add, not for the sake of, you know, people are, are extremely busy in their businesses, and they might not, might not want to engage with us on a frequent basis. So we're guided by them to a certain respect.

Justin Linney: I do think that's a, a great point about busy lives. You know, our customers are running their businesses. I see risk management in particular as we're their arm of, of their business and from a risk management viewpoint of how we can help them, how we can educate them, how we can identify opportunities of how they can improve as well. I think that's a key part for me of what we do.

Jonathan Smith: Yeah. And I think, Justin, if, if you look at some of the discussions we've had over the years- particularly with some of the sectors, it's understanding how they work as a business. Cause actually we'll go out, give them the support. We'll probably give them some recommendations about risk management. But if you're in the public sector, actually the financing of that risk improvement might well be that it can only be done at a certain time in a year. So, we've got to be flexible to make sure that we understand what they need.

Mark Colegate: But how do you get the balance right between, being helpful and proactive, if I can put it like that, and, and being a pain in the neck?

Lucy Casswell: It's a really careful balance, absolutely. A good question. So, I, I think some of it comes from, our relationship with the brokers. We need to have a really strong relationship with the broker, and likewise, you know, a strong relationship from their side with the client as well. And we'd need to understand, you know, beyond the, the, the broking presentation. So, actually, what is the culture of the client? You know, what is their attitude to risk management? What are they struggling with? What are their long-term plans? And I think that's the bit that allows us to understand what they want from us. And, and it's flexible. So, you know, at the start of the year, we might all sit down, enter into a fantastic tripartite relationship. You know, they might want a quarterly engagement from us, and we're going to set up some bespoke, you know, road traffic collision workshops alongside with the risk management team. And that feels great. But halfway through the year, something in that business might change, and their focus might need to move on to something else. And that's fine. It's just making sure that we're there to respond as and when.

Mark Colegate: Well, we've talked around the, the concept, but I wanted to refocus now on the, on the proposition to brokers and the clients, because we've mentioned clients. We've only [mentioned] brokers once or twice. So, Jonathan, can you just talk it through? What's the advantage for the, for the broker themselves who is sat right at the heart of this relationship?

Jonathan Smith: Yeah. I mean, we, we can't do this without the broker. They're a key component part of how we engage, with the client. We work alongside them. Might well be that they might have a risk management team as well, so, Justin and his team will then work in alignment with them to understand how we dovetail, towards the customer. But fundamentally, it will be about understanding through the broker - what are the demands and needs? At that point, they will then present to us, "This is what the client profile is," and then we will then start to get into the detail of is Premier in its broadest proposition suitable for the client, or are there just elements that they're looking for? What we also want to make sure is that even if you had the Premier proposition in its fullest format as it currently now stands, there'll always be elements that we will tailor. Because as we get closer to the client and we get deeper in that relationship, there will be elements that we'll say, "Actually, there needs to be a bespoking of the, either the policy cover or the how we engage or through the risk management team". It's the importance of the claims team, 'cause actually we want certainty that if something does occur, what we've sold to the client actually delivers through the claims team.

Mark Colegate: Well, you mentioned the, the risk management side. So, Justin, how easy is it to, to interact with a broker's risk management department, and what are some of the sort of challenges and opportunities that throws up?

Justin Linney: I, I see it always as opportunities- working with our brokers. As I said, these are clients that really want to work with us from a risk management viewpoint. I think working and adding value from what a broker risk management team does to what we can offer as well, it just complements what the client, wants and needs to deliver the best. You know, we've got a strong, risk management team that can support them in areas they probably can't, and vice versa. They might have certain skills that we don't, have that they can use for the clients as well. So, it, it's just getting that balancing act between the two.

Mark Colegate: Thank you. Vanessa, what about the, the claims perspective on that?

Vanessa Millar: So, I think for us it's about supporting them through the claims journey, but also, and this links in with, Justin's risk side, is about looking at opportunities to mitigate costs. So, helping them try and protect their premiums by analysing claims data to see where perhaps they have an instance to try and prevent them. And what is really good at those, particularly with when we go out and, and see clients as a, as a joined-up approach, is that I'm looking at it at the aftermath from a claims perspective. The claim's happened. Let's analyse the data to try and understand if there are opportunities to perhaps set up some workshops or some training, for them. But from Justin's perspective, it's about looking at prevention, and so, I think the two work really well together, and it shows the client that we care at the end of the day, you know?

Mark Colegate: Thank you. And, if I can just get a final thought from you, Lucy, on this, this point.

Lucy Casswell: So, I think it's just understanding the broker's need at that particular time and, and the client's need, and making sure that we're responding to whatever that is. Any way that we can better understand the client, better anticipate their needs, and, you know, make them feel fully supported in that they've got a strategic partnership with their broker and their insurer together, it feels like a good outcome.

Mark Colegate: And Jonathan, I can see the, the, the goodwill and the intent here, but how are you going to measure it? You know, if we move on a year from now and you, you go to your clients and say, "hasn't Premier worked really well?" What do you measure? Is it premium saved, time saved, resilience increase?

Jonathan Smith: I think it's all of those. I think at an individual customer level it will be about sharing with them the insights of their performance. You know, both from a claims perspective, but how they've interacted particularly with Justin and the risk management team. You know, what have you seen? We may have issued some risk improvements. How have those gone through the lifecycle of the journey? Have they been implemented? So, we can measure that as tangibles to say that we're improving. Equally, we can then say, "How are we managing claims?" You know, what if it's a motor claim, what is their first notification of loss? You know, through Vanessa's team, can we help speed that up so, actually we can get quicker to the claim, which therefore means that we can actually get the vehicle back on the road quicker for the client? So, there's lots of metrics that we've got that we will share on the insight to say, "As a Premier customer, this is how you've benefited".

Lucy Casswell: That translates into the operation of the business as well because, you know, we, we talk about fewer accidents, reduced claims costs, better claims experience, etc, which are all, you know, fantastic outcomes. But also it's the knock-on impact that those accidents have on the business. So, you know, if we can, you know, create less downtime for the business, you know, less illness within the staff, you know, less turnover, that kind of stuff, that all feels really positive. And even down to tracking things, you know, on a large fleet, we, we might work with them on looking which of their routes are having the most accidents. So, if we can provide some really meaningful data to those people to actually make decisions that impact the day-to-day business, that, that feels really good as well.

Justin Linney: And I, I think from a risk management viewpoint, there's a couple of points there. I think the one around actually clients understanding where they're potentially having trends. One of the benefits of the Premier offering is, clients get access to our, our Risk Insight Portal, and that's where we can actually track the number of risk improvements. So, if we're seeing trends in similar risk improvements for similar sites, then the client can actually see there's a trend there that they need to address. You know, there might be individual sites with bespoke, but, actually having the ability to analyse that data and put everything in one place for a client to manage all of the risks is key. As well as access things like our, our free website and our loss prevention standards as well, that they're for risk guidance to supplement what we're advising during the visits.

Mark Colegate: And Vanessa, what's gonna be the, the proof of concept of this in, in the claims space?

Vanessa Millar: So, I think for us it'll be policy retention as well. It's about those clients renewing with us, understanding, appreciating, and seeing the value that's added as part of the Premier, offering. And I think for us it is a lot about the engagement and the feedback we get in the moment because I think, as Lucy says, we can set out at the onboarding stage of a new client and look at how we're going to engage with them throughout the year. And that may change for various reasons, so, it's about us being adaptable to that. But for us, and for me particularly in terms of claims, it's about what we do at that time when the client needs us the most. It's about making sure they've got access to the right contacts, that the process, the claims journey, is as seamless as possible, that they're getting the outcomes, importantly, that outcomes have been explained to them as well. So, there's, a real relationship building, going on and a, a partnership. 

Mark Colegate: A lot of sort of Mid-Market UK businesses are domestically oriented, but, but quite a lot, I mean, supply chains and so forth, do business overseas. So, how comprehensive is, is, is Premier? I mean, if, if you've got a business that does work not just in continental Europe but out in Asia, can you offer that same level of service and insight- Premier- to the further reaches of the business?

Jonathan Smith: Yeah. I think for the customers that are UK or domiciled that have got an incidental exposure over, on the continent, then Premier is absolutely there for them. The beauty about being with Aviva though is that if you are then, if you then grow substantially overseas and then become more of an overseas entity, then actually we've got parts of the organisation that then will just fill that gap, and we can grab hold of it and then actually put the proposition forward that means you are now an overseas entity rather than a UK entity. So, actually being a Premier client and having access through into Aviva means that as you grow, you can then go to all parts of Aviva, and we follow you through that journey.

Mark Colegate: Okay. So, it's your, your sort of gateway to becoming a global player.

Jonathan Smith: We are. Yeah, yeah, and, and there is nothing more rewarding than helping a client grow themselves, you know, through the broker, with the client relationship, and then actually see them go on a path that might mean that they evolve beyond what Premier is and then become something slightly different because they become more of a true corporate overseas entity.

Mark Colgate: One question I should have asked earlier is, is why are you doing this now?

Jonathan Smith: That's a good question. I do remember in 2013 when we first launched Premier, it was a great Mid-Market proposition at that time. It was really aimed for clients £250,000 and below. What we found is that, you know, over time, we've actually grown clients in the £250,000 and above space. So, actually we needed to change what Premier is and its direction. So, actually the sophistication of those companies, as I mentioned earlier, means that Premier now in 2026 is all about focusing on large, complex, and actually people that demand more from their insurer. What we are finding is at the lower end, a lot of those insurer relationships become more transactional. Demands and needs are less. Lots of that is to do with the fact we've lifted the, the base policy cover to such an extent that most of their needs are, are met through that policy cover.

Mark Colegate: And this is all taking place against the backdrop of a soft market. And as you said, you want to build that, those long-term relationships. I mean, if I'm putting my skeptical hat on, is this Aviva saying, "We're gonna do more for the same amount of premium?" Is it how do you stop the world becoming more transactional in a soft market?

Jonathan Smith: That's why it's, it's key about the onboarding and, and ultimately understanding what that customer is. You know, as I keep mentioning, the complex, the long-term relationship. You know, it's actually if those are inbuilt in terms of what the client is looking for, then the premium will ebb and flow depending on what the market cycle is. But the truism will be that the partnership and the relationship through client and broker is so strong that actually that will then, it will maintain what happens through any fluctuations in market cycles.

Mark Colegate: Thank you.

Lucy Casswell: I think that's a really good point actually. You know, we've got a number of clients within our portfolio that we've looked after. You know, we've been fortunate enough to have a partnership with them for many, many years. You know, some, you know, decades. And, and we've watched them grow from, you know, small businesses into, you know, really large corporations today. But this enables us just to go to that next step and, and, you know, really put that icing on the cake for them.

Jonathan Smith: Yeah, and we definitely pride ourselves on the fact that, you know, in terms of when you look at our stats, you know our averages, that at least 10 years plus, you know, customers stay with us. We've got one customer in Scotland that's over 100 years with Aviva and you know, meeting them as a customer, you know, it's a sense of pride that we can have. We've been showing up, you know, for a century for that customer.

Mark Colegate: Well, we've got about 10 minutes left, so I wanted to drill down a little bit more detail in each of the, the specific areas of this. So, talking through the various strands of the offering, let's start on underwriting. So, what would you say, broadly speaking, are the key points you want to make about this, let's call it enhanced offering?

Jonathan Smith: Yeah, in terms of the, in addition to the base wording that, that exists now anyway, what we're introducing is customer level solutions that provide certainty. So, the first one will be dual remedies. Now, a dual remedy is therefore that if a client has had, a situation where there's been innocent, misrepresentation or non-disclosure, and then there has been a claim, now that might well be that there's a missing building or something else, you know, at an extreme, but it was at an innocent mistake. Therefore, what we want to try and do is actually get a proportional response that says, "Because it was innocent, you know, we will definitely underwrite that element that was missing." There is a premium that is attached to that element that's missing. If the client pays that premium, then we would then pay the claim in full. It gives them certainty that should those innocent mistakes occur, then we will there, we will be there for them. That's a, that's a definite change in how we would act for a Premier client going forward.

Mark Colegate: And presumably, things like that are really quite important in a world where there's ever more risk, it's ever more complex, it's ever more litigious.

Jonathan Smith: Yeah, if you, if you, if you look at the entities that we're insuring, you know, and companies get bigger, it's very difficult sometimes, you know, particularly through the broker, where they may, continue to have a, a fair search of information. Inevitably, where you've got multiple structures, there will be some things that might slip through the net. So, therefore, we need to be there through, through the point of onboarding. We take on board everything that's presented to us from the client, from the broker, through Justin's team, if we've been able to, to survey it, and then we will use that information as the base of what we would then underwrite the risk with. It then sort of it builds on the trust that what you've told us, we've reacted to. Therefore, actually, don't worry, we've got your back.

Mark Colegate: Okay. And Vanessa, could you dive a little bit more detail into what the offering is when it, when it, when it comes to, to claims?

Vanessa Millar: Yeah. So, from a claims perspective, it'll be having that dedicated Premier claims contact, with escalation points if needed. It's about us making sure, and again, we talk about no one client is the same, but it's about making sure that they're aware of the digital offerings we have as well. For example, if they wanna have direct reporting, they can report that digitally online. If they wanna have access to track their claims, they can do that themselves. So, it really is about them helping them self-serve where possible, and get visibility over their claims. I think for, for me, back to, to your point, Jonathan, on the onboarding, that is crucial for us and for my role as a claims relationship lead. It's about making sure that our claims teams fully understand what happens, and what is important to the client. So, we'll look at bespoke claims handling arrangements, documents so that our claims staff know who to contact. They understand what's important to that client, and that'll help that claims journey become a bit more seamless. I think it's also really important to understand around, from a claims perspective, for example, tailored solutions. If they do want an aligned panel, a legal panel, to assist and really understand their business should the matter proceed to litigation, we can arrange that. So, that's something that is bespoke. And it is about making sure that we do bespoke our claims and tailor our claims service to, to meet those individual needs. I think it's about making sure that they've got - we've got some fantastic claims experts there that really know their stuff and can, can add a lot of value to the clients. It's about giving clients and brokers reassurance that we're there when they need them.

Mark Colegate: And you've mentioned digital, and obviously as more and more is being done digitally. But if you've got a client that says, "Well, that, that's all great, but ultimately, if I pick up a phone, I want somebody I know. And I want to know that if they're on holiday, there's a number two who knows me as well.”

Vanessa Millar: So, yeah, for the dedicated team, they'll have those contacts, and as you say, some people might not like that digital offering. So, we would always say, particularly for complex claims where they want to chat through and seek guidance 'cause often at that opportunity, they're quite vulnerable. And so, they really want just some reassurance that we're going to take the matter, put it, put that claim on the right path to get that right claims outcome for them.

Jonathan Smith: Yeah. That's a good point. I think also with the, you know, the way that we operate with these clients is that we're not just sat behind a desk. You know, it is the fact that we will be present in front of the client. The client will understand who is their underwriter, who is their client relationship manager, who is their risk manager, and who's their claims. So, actually, you know, it's rather than being able to then say, "Here's a face every time," there is a name that says, "Should you be in doubt, then please contact us." And above all, particularly when you've got CRM and members of Lucy's team involved, they will be those project managers that, you know, they will pick that up and then run with it and find the right people.

Vanessa Millar: I think I was just gonna say from a claims perspective particularly, it's around, helping them. We've got a great example of where we work with a, a current client who, we're always talking in claims about the importance of early notification, quality of information from day one so that we can route the claim effectively and really, drive that claim through to, to completion. But I think with, clients, what we can do is spend time to understand and what we see in our roles is they look to us for guidance. We assist them through analysis of claims data from what our claims teams are seeing and feeding back. And then they really get quite I mean, I get really passionate about new claims, you know, reporting, and timescales to mitigate overall cost. But we have clients that are so proud of being able to track and improve their speed of reporting, for example. And I think there's nothing better for us to be able to see them getting excited about, you know, who gets excited about insurance, you know? But they do because it's something that matters to them, and they can see that, that value-added piece that we all collectively bring.

Mark Colegate: Mm-hmm. And Justin, let's bring you in on the, the, the risk management side. Again, what if we dig into a little bit of detail, what are some of the things that you're, you're able to offer there for Premier clients?

Justin Linney: Yeah. It's, it's having that deeper understanding of a customer. It's having that opportunity, you know, working with Vanessa's team and working with Lucy as well to understand the client's needs. Having a dedicated risk consultant, same as a, from a claims perspective, to actually manage and co-ordinate all of their needs. Regular review meetings. Within the Aviva Risk Management Solutions, we've got 160 risk consultants. They cover everything from traditional risks, from property to casualty to motor, but also, you know, evolving areas such as cyber, renewable energy. So, we've got the expertise there. And it's again, how we can leverage that and channel that through the dedicated consultant to be part of the client and the broker's risk management team to, you know, improve the risks. But again, it's a, it's a busy life now for clients. It's busy business times. So, it's again, how we can add differentiate there. So, again, in the market, having drone assessments. We've got an in-house drone pilots now within our team. Thermographic assessments. We've got AI ergonomic assessments as well, how we can support an in-house training solutions as well. But I think the key for me is how we can help is that education piece. It's working more as a consultative manner, in particular how we manage risk improvements, but also how we educate the client going forward as well.

Mark Colegate: And how much of this is you bringing in Aviva data in, in risk management portals, for example, that you've collected, suitably anonymised from across, across the Aviva business? How much is this is you linking in experts with their own data sets and, you know, perhaps, global perspectives on industries?

Justin Linney: From, most of the data we're utilising for our clients, it is our own, our own data. But again, it's using our own engineering standards. Our loss prevention standards are built around industry standards. So, again, it's how we can educate the clients around those industry standards to really drive that improvement 'cause then we know that they're going to be at a, a level that meets where we need them to be that's going to add benefit to them in the long term.

Jonathan Smith: Yeah. Yeah, just on that point, you know, if you think just about some of the, you know, through the claims insights that we get, particularly large losses, you know, whether that be photo panels on top of roofs that, that burst into flames, you know, often clients have not yet experienced loss. But through the engagement that we have, we can say, "It might not have happened yet, but these are the insights that we can help you with". I think this is really powerful. Because it lifts it beyond transaction into wanting to share more information with clients to save their businesses.

Justin Linney: And I think it's having that relationship with Aviva as well, where we can influence industry as well to drive standards, good standards that are going to help clients going forward as well.

Vanessa Millar: Just to add there, from a claims perspective, you talk about the educational piece. It's about arranging those webinars, mock trials, workshops, linking in with perhaps our, our legal panel to provide bespoke training sessions on matters that whether we're getting them from industry insights, from trends that are happening, or whether they're just hot topics at the minute that we want to share. And as you say, Jonathan, it might not be happening to the client at the moment, but Premier enables them to have access to all these wider conversations and learnings.

Lucy Casswell: And I think in addition to our data as well, you know, external data and our data, a lot of, you know, our drivers come from client feedback as well. So, so, following on from the summer, one of our large clients has, got concerns over water safety. They've got a lot of outdoor sites. So, one thing that we're putting on for them ahead of next year is, a, specific webinar for them with a panel of solicitors just to give them advice and support going forwards on what might help best protect them.

Mark Colegate: And, final question on this. There's obviously lots going on in all these different parts of Aviva, but, how do you work out or quantify what knowing the client on an ongoing basis means when you've got all of this data, you've got to be across claims, risk management, underwriting, and be an internal champion for a client?

Lucy Casswell: So, there's a, a number of sources. So, I I think the main thing really is being that client advocate, so being the face of Aviva for the client. You know, we're a big organisation, so, actually being able to front into anything that comes from the broker or the client, whether it's claims, risk management, business updates, that they're, you know, obvious data sources for us, staying up to date with the news. But also, it's having that regular engagement with them, you know, not just talking about their insurance programme or their claims, clearly important stuff, but actually how things are going for them. I think that's what's really understanding, you know, what keeps them up at night, what their concerns are, and finding a way to respond to that.

Mark Colegate: We're pretty much out of time. So, I just wanted to get a final thought from each of you. And my question is, why should brokers consider Aviva Premier for their clients? Vanessa, let's start with you, and then we'll work our way back up and get final thoughts from Jonathan.

Vanessa Millar: I think for, for us, it's going to help the broker to, be confident on the proposition that they're selling. You know, they're placing the business with Aviva. And I think for, for them and for us, it's about that showing how well partnerships work and the brilliant outcomes that we can get from those close partnerships.

Mark Colegate: Justin.

Justin Linney: Very similar in, in terms of partnership, but I think it's leveraging our expertise. We have got lots of expertise within Aviva. And I think it's demonstrating that to our clients and our brokers to really sort of enhance that partnership as well, and I think that will drive any success going forwards.

Mark Colegate: Lucy.

Lucy Casswell: I think it's a great way to access the breadth and expertise of Aviva and really get the best out of us.

Mark Colegate: Jonathan.

Jonathan Smith: Why would you not come to Aviva for, for Premier? Trust, partnership, collaboration, quality of product, quality of capacity. It's got everything there that a customer will need. What we also want to do is then we will overlay that with, you know, extensions to long-term relationships, which will include the broker. So, we'll be thinking about tripartite relationships that actually brings the broker into the fold, that when we mean that we want a long-term relationship, it's a three-way relationship, which gives them protection as well as the client.

Mark Colegate: So, any broker watching this, they're interested in it, where can they find out more?

Jonathan Smith: Come directly into your local Aviva sales manager through the relationship team. If not, we're all here. Come and have a conversation with me. Happy to talk to you.

Mark Colegate: We have to leave it there. Jonathan Smith, Lucy Caswell, Justin Linney, and Vanessa Millar, thank you all very much for joining us. And if you do want to find out a bit more about the proposition, do have a look at the link below. It takes you through to the new Aviva Premier webpage, specifically aimed at Mid-Market clients. From all of us here, goodbye for now.