Proactive claims updates straight into your Acturis system

When claims are handled well, everyone benefits. Your clients get faster resolutions, you have more time to grow their business and insurers deliver a better service.
 

But across the industry, fragmented systems that don’t talk to each other add unnecessary friction. It’s a daily frustration when you have to switch between platforms – and worse, rekey the same claims data into multiple systems just to stay up to date. It’s repetitive, time-consuming work that takes you away from supporting your clients.
 

We wanted to fix that. Our new Aviva Broker Claims API is a seamless integration with Acturis, where you can get real-time claims updates directly in your system. It removes repetitive manual steps, cuts out duplicate processes and helps you manage claims and access information faster. Used alongside our enhanced digital claims services – like the Notify Claim portal, the API delivers even greater efficiency, giving you the ability to report, track and access claim data in one place and deliver a more informed, seamless service to clients.
 

A market-leading innovation helping brokers work smarter

Our Claims API, the first-of-its-kind integration for insurance claims, was named ‘Claims Product of the Year’ at the 2025 Claims Excellence Awards. Judges highlighted its open approach to data sharing and its potential to drive positive change across the industry.
 

“We recognised a fundamental pain point for our broker partners. They don’t want to waste time chasing updates. They want real-time visibility – and that’s exactly what our Claims API delivers.” Clare Laxy, Digital Optimisation Lead.
 

Once you submit a claim through our Notify Claims portal, data flows straight into our claims system. From there, the Claims API – known as the Claim Download solution in Acturis – automatically transfers individual claim records and updates directly into your system.

“That means no waiting around. Their systems are now proactively updated and the information is already there when needed. That saves time for everyone involved – no need to chase updates on the phone or email. Just up-to-date information, exactly when brokers need it.” Clare Laxy, Digital Optimisation Lead.
 

Built in partnership with brokers

To make sure our Claims API worked for real-world broker needs and models, we worked  with Acturis to develop and test it with a diverse set of broker partners, from independents to national agencies. Crucially, it’s free to use, simple to set up and flexible enough to fit different brokers’ workflows.
 

“Claims API isn’t a one-size-fits-all solution. It’s configurable so brokers can manage how data flows into their systems, whether they want to accept claims updates automatically or choose to have a manual review. It fits around existing workflows as well as the nuances and needs of different accounts and clients.” Clare Laxy, Digital Optimisation Lead.
 

Of course, the real test came when it was time to run the system live. Several brokers stepped forward to pilot the integration, including Macbeth Insurance Brokers.
 

“Some brokers are understandably nervous about changes to their systems, and we were too. We have some large-scale clients who make several claims a day, but they were unimpacted by the switchover. The support from Aviva and Acturis has been exceptional. It’s made the transition smooth and the benefits undeniable.” Julie Burton, Head of Claims at Macbeth Insurance Brokers.
 

Confidence from day one

The ease of setup was crucial in building broker confidence for the pilot and beyond, especially for firms handling complex, high-volume claims.
 

“We handled all the technical integration. Brokers simply completed a configuration form, and we did the rest. The system is powerful, but the onboarding is designed to be simple.” William Smith, Product Automation Manager, Acturis.
 

For Macbeth, the impact has been clear. Their Acturis system now receives updated claim information from Aviva four times each day, giving them a better view of all their claims’ positions. Before, they often had to wait for clients to inform them when a claim was reported directly to Aviva. Now, they’re notified immediately and can support the client from day one.
 

With greater visibility and smoother processes, Macbeth and Aviva are working more efficiently together to support clients. In one case, a claim was notified by the broker, set up by Aviva and ready for broker review within a few hours – all without the need for multiple calls, emails or manual data entry. The Claims API removed several of the usual steps, simplifying the journey from notification through to claim management.

“We used to spend a lot of time chasing updates. That’s all gone. Aviva now sets up the claim record for us, automatically adding involved parties, payments and reserves. We just review and approve the download of claims data in Acturis. All those minutes saved quickly add up across our team.”  Julie Burton, Head of Claims at Macbeth Insurance Brokers.
 

Supporting ongoing claims service excellence

Introducing new technology can raise understandable questions, especially around how it fits into existing workflows and day-to-day operations. That’s why we’ve built support into every stage. From our Claims Relationship teams to the new Broker Online Support Hub, you can access step-by-step guides, training resources and real help when you need it. And once you're onboarded and using the Claims API, the support doesn’t stop there. While the system reduces the need for calls, our claims team are still on hand for complex or urgent queries, ensuring issues are resolved as quickly and smoothly as possible.

A proactive approach to future improvements

The Claims API is just one step in a bigger journey to make it easier to trade with us and deliver an improved experience that helps you do what you do best: support clients. As part of our wider investment in digital claims services, we’ve already added the ability to upload documents, images and files directly when notifying a claim online or through track claims for existing claims - helping to reduce the need for follow-up emails and manual attachments. It’s another example of how we’re streamlining the overall claims experience for brokers.
 

“We’re always looking to optimise the user experience. We’re particularly excited by our plans to introduce dynamic questioning into our Notify Claims portal, and the ability for direct customer to report claims online.” Clare Laxy, Digital Optimisation Lead.
 

The bigger picture

By removing the manual steps and double-keying that slow things down, we’re simplifying how we can work closer with you. This improves visibility of claims, reduces admin and makes communication clearer at every stage. By cutting through complexity, the new Claims API helps create a more connected and collaborative way to manage claims.
 

“Talking with brokers, we know that many of them are excited about this new phase in our digital strategy. We’re moving away from a passive way of delivering data to a proactive approach of pushing information to where brokers need it in their system. Without the need to chase us for their latest position, we think it will accelerate the shift in our relationship with brokers from simply transactional to a more valuable, insight-led collaboration. We’re proud to be leading that charge.” Clare Laxy, Digital Optimisation Lead.

Ready to get started or have questions?

Get in touch with the Acturis Helpdesk today to kick off your onboarding journey or get the support you need.
 

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