TIME:TO - spotlight our digital trading team

Your trading confidence, our digital capabilities. Unstoppable. Together.

Kat Halbert, Head of SME Digital Trading: Our SME digital trading hub is based in Perth. We have over 150 underwriters supporting over 2,000 brokers across the whole of the UK. A strong digital proposition is more than just system and technology, it's about the service proposition that you wrap around it.

Caren Barnett, SME Digital Trading Branch Manager: The benefits to you as brokers trading digitally is really based around efficiency. It's a really great way to trade that SME business and make sure that you're freeing up time to focus on larger cases.

Michael Welsh, Senior SME Digital Trading Underwriter: The role of the digital trading team is really the human element that complements the digital platforms. We are here to really support you in the moment, and work together to create solutions for your customers. It's really, really important that when you call through, you've got the peace of mind that not only are you speaking to competent underwriter, but you're also speaking to the decision maker who can make that call on the moment, in that case.

Ewen Low, Senior SME Digital Trading Underwriter: Underwriters are there to support the broker should anything fall outside the system acceptance parameters. We’re there to try and find solutions that meet customer's needs, but we're also there to trade on things like premium and flexibility around certain terms on the policies as well.

Sarah Hutton, Senior SME Digital Trading Underwriter: Access to underwriters is really important in a digitally evolving space because you can then tap into our knowledge around things that are possibly more unusual risks, more complex risks, things that we haven’t seen before, things that a system simply wouldn't be able to underwrite. We focus on speed of service, great conversations and positive and sustainable outcomes for customers.

Great conversations help shape how we improve your digital trading experience

Lauren Ballingall, SME Property & Liability Portfolio Lead: Innovation for us as a performance team is broadening the scope of our products to allow you to write more business digitally. We're constantly making changes in the system. Some of those will be more obvious to you, such as our new product launches. And then there's others that we do in the background to do with our pricing or small rule tweaks. The advantage of working together in the same location is that the trading team can come over and speak to us at any point. So if they've identified an opportunity, we can get together side by side and discuss it and come up with a solution.

When there's an opportunity to enhance your trading experience, we act

Gavin Fraser, Digital Lead Product Owner: So, the primary purpose of our digital change team would be to support the wealth of products that we have to ensure that they are well-optimised to support the SME proposition, whether that be through Fast Trade or an eTrade experience. We're always looking to optimise that broker experience. So, we try to streamline the process as best as we can to allow the broker to quote and buy in a matter of minutes without anything in their way.

Together, we're expanding what you can trade digitally

Caren: The policies that we can trade digitally include the non-motor packaged products that you would expect to see in this environment, and also minifleet. In addition, we have a number of specialty and financial lines products that we service.

Ewen: Aviva were one of the first to develop an online digital fleet proposition. We listen to feedback from you, the brokers, and we’ve developed the product directly based on that feedback you've given us, one of the prime examples being single vehicle.

Lauren: We’ve also launched our fully modular Commercial Combined product and we have a new Contractors Combined product coming.

Caren: Commercial Combined is our most complex digital product, and for that reason, we've set up a dedicated team to support you through that journey and give you the confidence to trade more complex and sometimes larger business online.

Leanne Hillen, SME Digital Trading Underwriting Manager: The Commercial Combined product’s really changed over the last 12 months to become more modular. So, your traditional Commercial Combined package was various different elements which some, your client needed and some they didn't. Whereas with the transformation project that we've done here in Aviva, we have unbundled that and this has allowed our brokers to be able to just tailor the cover to suit their clients’ needs.

I manage a team of Commercial Combined underwriters up here in Perth. They're really experienced in what they do. They know the product inside out, and they're here to help. We have the knowledge, expertise and the authority to make quick decisions.

And when your clients need us most, we're here

Clare Laxy, Claims Digital and Optimisation Lead: Claims is the moment of truth for customers. I'm accountable and responsible for ensuring that all of our systems operate as they should, our digital self-serve capability responds to what our brokers require and that all of our technology works effectively to ensure that claims handlers can manage brokers’ business. The most important thing for us is to ensure that we get your clients back to the position that they were prior to the claim, whether that be their vehicle on the road, their business back up and running, or their property back to how it was.

Sarah: We want you to know that we are open for business and here to support you when placing business with us online.

Trade digitally with confidence. Unstoppable Together.