How are digital tools saving you time and boosting customer service?

To help save you time and effort and to better serve your new and existing clients, we’ve delivered a number of innovations across Aviva Broker and our award-winning1 trading platforms this year. 

In our last Broker Barometer survey², 70% of our brokers said they were interested in further automation and gave improving customer service as the top reason (58%).

Responding to your needs, we’ve made further enhancements to our digital offering. These new features include:

1. Client Dashboard

On Fast Trade, our market-leading extranet platform1, we’ve refreshed the Client Dashboard, making it easier for you to identify live policies and quickly view and action current quotes, as well as being able to start a new quote directly from the dashboard.

It also suggests additional products your clients may find useful, based on those with a similar risk profile, providing you with new cross-sell opportunities. These will appear as quote options in the dashboard, with answers to some questions pre-populated based on information already held.

Find out more about our Client Dashboard here.

2. Commercial Combined

In Commercial Combined, we’ve responded to broker demand to place larger risks online by increasing upper product limits and investing in more underwriting capability.

We’ve enhanced our digital service support and functionality, joining up online and offline to make it faster for you to place business. If a risk can't be immediately placed online, it’s no longer a case of “computer says no”: it can be referred at the click of a mouse for a quick decision via our dedicated offline underwriting team.

This gives you increased confidence to start the quote journey online, knowing we’ll catch it, whatever the outcome.

Read Caren Barnett, Digital Strategy and Performance Manager’s blog on our improved Commercial Combined service here. 

3. Mid-Term Adjustments (MTAs)

We’ve also launched a new digital capability through the Aviva Broker website, allowing you to make instant policy amendments on regionally-traded Commercial business.

You can now process mid-term adjustments (MTAs) for Commercial Motor policies and renew or lapse across Motor and non-Motor, processing a renewal in just four clicks.

This should give you more control to make changes quickly and free up your usual underwriter to support you with more complex matters.

If a request can’t be processed online, our expert and dedicated underwriting team will be on-hand to pick up referrals quickly, working with you to find a suitable solution.

Find out more, and watch the tool in action, on the dedicated page on Aviva Broker here. 

4. Digital Claims data and tracking

As part of our Digital Claims programme, we’ve successfully launched Claims tracking functionality, along with planned enhancements to our Claims Data service, across Commercial Lines Property, Motor and Liability within Aviva Broker.

This includes the addition of enhanced data fields, as well as a dashboard with visual graphs, charts and heatmaps to help you with insight and trend analysis.

You can track claims digitally, download a snapshot of the claims’ status and access Live Chat directly if you need to.

The dashboard will also give you access to open, closed and notified claims, allowing you to track at individual claim level and download a snapshot of your claims’ status.

Read more about our digital claims functionality here.

Maria Crockart, SME Digital Trading and Automation Director, said:

“Brokers are a vital element of Aviva’s success, so we’re always keen to listen to what you tell us and make sure we act on it. You’ve shown a clear appetite to transact more business digitally and process routine tasks quicker and more simply and this is what we’re giving you. We’re putting data at your fingertips and giving you the tools you need to save time and effort and provide clients with the best possible service. Where matters are less straightforward, you can have confidence that there's a team of dedicated specialist underwriters ready to help at once. We’ll keep listening to your feedback to make sure we stay ahead of the game and continue to offer market-leading technological solutions backed by real human expertise.”

¹ In Insurance Times’ 2022 eTrading survey, Aviva Fast Trade was ranked the number one extranet platform, and Aviva was named top insurer for eTrading via software house platforms, both achieving a five-star rating.

² The research was conducted by Censuswide, on behalf of Aviva, with 220 general insurance brokers with at least 120 operating locally, at least 50 operating regionally and at least 50 operating nationally. The fieldwork took place between 29 March and 1 April 2022. Censuswide abides by and employs members of the Market Research Society which is based on the ESOMAR principles. All percentages are rounded to the nearest whole number.