Ryan Birbeck - driving claims service excellence through continued investment

I’m excited to outline our plans and priorities for Aviva Commercial Lines Claims in 2025. We’re committed to delivering the best claims solutions, focusing on the services that matter most to you and your customers while highlighting our capabilities and continued investment into advanced technology and tools.

Aviva claims capability and propositions

Our dedicated teams cover Casualty, Motor, Property, Financial Lines and Specialty Lines, supported by in-house experts like Loss Adjusters and teams managing the performance of our external suppliers. We aim to own the entire customer claims journey through our broad experience and technical expertise. In 2025, we’ll showcase these capabilities to you.

Commercial motor and Solus

Our team grew significantly in 2024, and in 2025, we’re enhancing our handlers' knowledge and listening to you to improve service. Solus is central to Aviva’s motor claims, differentiating our customer proposition by controlling all aspects of vehicle repair: including Aviva’s own repair centre network, the performance of approved and non-approved repairers and our desk and field engineering teams. In 2025, we'll continue improving service delivery, expand Aviva-owned Solus repair centres and launch propositions like our new 'Commercial Large Vehicle' repair network. To find out more about Solus, visit our dedicated page.

Digital developments and innovation

In partnership with Acturis, we proudly launched the first-to-market Broker API, connecting Aviva’s systems to your Acturis platform, to help avoid time-consuming double keying and increase responsiveness and transparency on the position of claims. We'll expand this roll-out in 2025 – if you’re an Acturis user, please get in touch if you want to benefit from this fantastic initiative. We've also enhanced our broker portal self-serve capabilities by allowing file uploads to our Notify and Track Claims facilities, as well as identifying further enhancements throughout 2025.

Enhancing broker and client relationships

We've aligned with our Distribution and Underwriting functions to ensure every UK region has a dedicated Broker Claims Relationship Lead to help you understand performance and navigate our capabilities. For your customers with complex claims requirements, they can access dedicated Client Claims Relationship Leads for bespoke solutions. In 2025, we'll add virtual sessions to our usual Claims Roadshow events and provide insights into industry claims trends to support your customer conversations. Stay tuned for more details.

I'm proud of our capabilities and excited about the plans to further develop broker-focused claims propositions. However, we remain committed to improving service delivery, actively engaging with you and acting on your feedback.

If you have any questions, please contact me directly, your Broker Claims Relationship Lead, or visit our claims hub.

Thank you,

Ryan Birbeck, Claims Director – Commercial Lines

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