TIME:TO - spotlight speed of service

With the BIBA 2026 Conference on the horizon, we’re highlighting elements of our insurer-broker partnership that are important to you. Your clients expect a high standard of service from you, and in turn, you rightfully expect the same from us as a trusted insurer partner.
 

TIME:TO – spotlight your placement confidence, supported by our service commitment

When trading SME business digitally, whether through Fast Trade or Acturis eTrade, we know that speed and quality of service are paramount in order for you to deliver on your clients’ expectations. A straight-through acceptance when quoting online is great, but inevitably cases will be referred, and that’s where our experienced SME support team are on hand to help.
 

Service levels you can rely on

Our team are ready to assist, whether over the phone or via live chat functionality, with on average 70% of calls currently being answered within 60 seconds*, and on average 60% of those within 30 seconds.

Also, on average 75% of new business referrals are turned around within an hour and 100% of mid-term adjustments actioned within 24 hours.** We’re committed to doing all we can to uphold, and improve where possible, these high standards.
 

"You, our broker partners, rely on us to be responsive, decisive and easy to work with. Whether it’s over the phone or through live chat, delivering a consistently strong level of service is essential. It’s how we maintain confidence, keep trading simple and help you support your customers with speed and certainty. We’re proud of the high service standards we're currently providing, and we’re fully committed to maintaining those levels while continuing to look at new ways to make our support even more efficient, accessible and intuitive for you." Kat Halbert, Head of SME Trading.
 

If you’re heading to BIBA 2026, come and chat with the Aviva team at our stand. You’ll find Rebecca Gambrell and Kat Halbert ready to tell you about how we’re supporting your digital trading journey. Tell us about your own experiences, and what you need from us to keep moving forward.

With bigger ambition, faster decisions, clearer journeys and better outcomes – our partnership pushes forward what’s possible for you and your clients.

Because with your expertise, backed by the UK’s leading insurer, together we’re unstoppable.
 

^{*In-bound Digital SME call data taken between October 2025 and February 2026}

^{**Digital SME service figures for Q4 2025}