Five stars for Fast Trade and eTrade
When Fast Trade was awarded five stars last year in the Insurance Times eTrade Report1 – for the third year in a row - I made a commitment to you. A commitment to continue to invest in our proposition and bring consistency to our offering, no matter how you choose to trade. I think we’ve seen the realisation of that strategy and investment this year.
I’m thrilled to see that Aviva have been awarded five stars for both Fast Trade and our service via eTrade in the 2022 Report2, ranking number one for both.
I can’t thank you enough for your support. Brokers are the heartland of our business. Whilst the last 24 months have been challenging, we’ve stood together to make sure we were there when you needed us most. The recognition of both our digital proposition, and Aviva’s wider Commercial Lines service3, tells us that we got it right for you and your clients.
There’s been an acceleration of digital adoption in the last two years, which has shifted expectations. Many of you are looking to embed increased automation into your operations, expecting more digitisation and efficiencies from insurers and have clients who expect quicker service and personalisation.
To make sure we keep delivering what you need, we’re targeting investment in a few key areas:
- One trading approach – bringing consistency between Fast Trade and eTrade is really important. We want to make sure your experience of trading with Aviva is the best it can be, no matter which channel you choose. We’ve been making technical changes, reviewing our product distribution and ensuring our underwriting support remains strong and consistent.
- Expanding product portfolio – a big part of this is helping you to place business that’s typically been difficult to do so online, including Specialty Lines like Cyber, Management Liability and Group Personal Accident. We’ve also been increasing our appetite and capability for established products like Commercial Combined and Minifleet. Our ambition is to match your ambition and provide a platform to place more business online.
- Underwriting expertise – we know many of you like a hybrid model. You want to place more complex risks online, but it’s important you have access to expertise when you need it. Last year, we bolstered our digital underwriting teams and front-filled roles to make sure our service stood up. Many of you have told us you’re already experiencing the benefit of that investment through our service levels today. And we intend to build on that through the alignment of a specific skill set of underwriters across our more complex products, whilst improving our ability to handle risks that fall outside online appetite.
- Integrating data and automation – in digital, a lot of our processes are automated to enhance speed of service. Our focus turns now to using the data we have, and automation we’ve built, to drive better outcomes. This includes identifying gaps in cover and presenting cross-sell opportunities at the point of quote, along with providing presentation-read capability enabling quicker responses. And we’ll introduce tools to help you manage more online, from digital claims to mid-term adjustments on regionally-traded business.
Staying in front
To be the number one ranked insurer for Fast Trade and eTrade is an incredibly proud moment for me and the team. Our focus now is making sure we do everything we can to maintain this level for years to come. You're at the heart of our proposition and our responsibility is to continue to listen and act.
Please keep sharing your feedback and let us know where we’re getting it right or how we can improve. Your open and honest dialogue helps us to understand what you need from us to best support you, your business and your clients.
Thank you once again for your support.
Director of Digital and Automation
1 Aviva’s Fast Trade awarded five stars in the 2021 Insurance Times eTrading Report
2 Aviva awarded five stars for both Fast Trade and eTrade in the 2022 Insurance Times eTrading Report
3 Aviva awarded five stars in the 2022 Insurance Times Five Star Rating Report: Commercial Lines Report