Live Chat for commercial claims - available now

17 May 2021

You may be familiar with our Live Chat functionality available on our Aviva Broker website. Perhaps you’ve used it in the past to speak with our online support team or one of our underwriters? Well now you can also reach our commercial claims handlers and receive a real time response without needing to pick up the phone.

During our Broker Roadshow events earlier this year, you told us you wanted more digital features, so following a successful broker pilot, we’re now pleased to make this functionality available to all of our brokers.

Instead of having to phone or email to speak to one of the team, our expert handlers will be on hand online to discuss claims queries for the following product lines:

  • Property Damage
  • Motor
  • Motor Injury
  • Motor Trade
  • Employers and Public Liability

Benefits of using Live Chat

The audible notification in the Live Chat function means you know when you've had a response from your Aviva Agent, allowing you to carry on with other tasks while you’re chatting. And after the session, you can easily opt to receive a transcript of the chat for your records if required.

You can use the Live Chat function whether or not you’re logged in to Aviva Broker but registering for our website and logging in also has additional benefits. For example, we'll not have to ask you as many data protection and validation questions because our handlers will already be able to see your information from your account profile.

Brokers involved in our pilot are already seeing the time-saving benefits:

The Aviva Live Chat facility works really well. On each occasion there has been an immediate presence of a handler at the end of the Live Chat facility. It’s been immensely helpful during busy periods, giving the opportunity to be carrying on with other tasks whilst the Aviva handler is taking a look at the claim. At the end of the chat there is the option to have the transcript emailed. This is far quicker and more efficient than waiting for emails to be responded to and the whole dialogue can be archived against the claim in one go. It cuts down on time spent holding for a phone to be answered and the time spent having to type call notes into a claim log at the end of the conversation, giving a clearer and more concise record against the claim. Very impressed with it so far.

Vicky Linley, Head of Claims, IFM Insurance Brokers LTD

I’m delighted to see the launch of Live Chat across our Commercial Claims proposition following the successful pilot. It shows we’re acting on the feedback we had through the recent virtual roadshow events held with our brokers across the UK. Whilst for Commercial Claims initially, we are now working at pace to create the offering for our Personal Lines Claims teams too. More to follow on that shortly.

Kelly Whittington, Director of Property and Specialty Claims

We’re always looking to improve our claims service to you so keep an eye out for future updates coming soon.