Making it easier to let us know about a claim

14 Dec 2018

How can we best look after your personal and commercial motor customers when it comes to a claim? The first step is to let us know about the claim as soon as possible and all the details about any third party involved, especially their phone number.

You or your customer just need to get in touch with us as soon as an accident has occurred and you’ll be assigned a personal claims manager who’ll look after the claim from start to finish. They’ll take the time to understand what your customer needs from us – it’s all about getting them back to normal as quickly as possible.

We’re making it easier to let us know about a claim as soon as possible…

It’s easy to move to a direct reporting model

Direct reporting is the most cost-effective way for our customers to tell us about a claim. We can keep you updated on any new motor claims that get reported to us directly. All we need is an email address of the person or group of people we should send this information to.

If you’re interested in moving your customers to a direct reporting model then please get in contact with one of the claims relationship managers.

Broker self-serve

We’ve built new functionality that allows you to access claims data across all lines of business. The new system lets you access information that helps answer the common claim update questions, without the need to contact our teams.

The phased roll out will take place during the first half of 2019, based on claim volumes, and we’ll be in touch to let you know when you can expect to get access.

Access to the new claims data will be via Aviva broker, so if you don’t currently have access you can register here.

App technology

Aviva are currently working with an app provider to test whether app-based motor notifications delivers tangible benefits that assist in the mitigation of third party claims costs, when our policyholder is at fault. We want to test this technology with brokers and their customers to understand whether it:

Delivers an improvement in the % of claims reported within the first 24 hours of the accident

Improves the quality of Third Party contact information captured allowing for a greater Third Party capture potential.