Speed up commercial property claims with better first notifications

Whether a commercial property claim is for a broken shop window or a flooded warehouse, delays can cost clients time, income and reputation. The quality of information given at first notification of loss (FNOL) directly affects how quickly we can settle a claim. However, around 70% of emailed claims* arrive missing key details that we have to follow up on.

Our aim is to get clients back to business quickly so we’ve updated our guidance on the information we need when a claim is first reported. Having the right information up front allows some straightforward claims to be settled within just 24 hours¹. A strong start with the right details can also benefit large, complex cases.
 

Why we’ve updated our FNOL guidance

After listening to feedback from our broker claims teams and talking to brokers at our claims roadshows, we realised that reporting quickly can often clash with reporting thoroughly. Not everything is known at the FNOL stage, so gathering the complete picture can take time.

“Brokers challenged us fairly: should they report quickly to help mitigate damage or hold back until they have all the details and risk delaying settlement?” said Marie-Claire Morrison, Commercial Property Operational Lead. “So, we decided to reassess our guidance.”

Our new FNOL guidance is designed to clarify which details are essential for us to log and route a claim efficiently from day one. If our claims handlers can’t settle a claim themselves, they’ll use that information to direct the claim to the right team, from our desk adjusters assessing simpler cases to our in-house loss adjusters for large and complex claims and, when required, our trusted independent panel.


While the nature and severity of loss will vary with every claim, these are the critical details that we need at first notification:

• policy number
• schedule/policy wording (if broker held)
• date of loss
• stakeholder contact details, along with confirmation of who is authorised to claim
• name of client and address affected by the incident
• full circumstances of the loss, with an indication of severity or cost.

Adding BACS and VAT details at this stage helps us get payments to clients faster once a claim is settled.

“More detail is always welcome,” said Marie-Claire. “But these basics allow us to log the claim and move in the right direction.”
 

Faster reporting means faster settlements

Receiving better-quality information helps us resolve claims faster. In one recent escape-of-water case at an office, the broker supplied all essential details, including the insured’s contact information. That allowed us to validate the repair quote immediately and issue a same-day settlement. The payment reached the client within 24 hours, minimising disruption to their business.

“It makes a real difference for clients,” said Ines Wade, UK Broker Claims Relationship Leader. “We’re now tracking how often key details are missing, so we can improve the consistency of what we get.”

Bringing clients into the claims journey

When a claim arises, clients often focus on the immediate impact on their business and staff. Brokers play a key role in helping them understand how speedy and accurate information makes all the difference in achieving a fast resolution.

“The quicker you and your clients can give us the right details, the quicker we can pay – it’s that simple,” said Ines. “If you can’t provide everything at FNOL, letting us speak directly to the right stakeholder keeps things moving and we’ll make sure you stay updated throughout.”
 

From first notice to first payment

To move claims forward as quickly as possible, our Perth-based Commercial Property Claims Centre of Excellence assesses the best route to resolution for every case.

“We’ve invested in virtual assessment tools to validate claims remotely and speed up settlement,” said Marie-Claire. “With the right information at FNOL, our claims handling team can settle straightforward, low-value claims within 24 hours.” ²

Where an on-site visit is needed, our in-house loss adjusters aim to make contact within 24 hours³ and arrange a visit within 48 hours.² For more complex claims, once cover is confirmed, we can make advance or interim payments (up to 100%) to help clients manage cashflow, begin repairs and stay trading while the claim is finalised.
 

One goal: pay claims swiftly and fairly

“It’s all about delivering the best claims journey for our clients,” said Ines. “When we all work together to get the details right from the outset, our teams can move quickly to validate, assess and pay claims quickly and fairly, with less back-and-forth. Remember, your Claims Relationship Lead will always be happy to advise if you have questions.”

Missed our latest Commercial Property Claims webinar? Watch it here.

^{1. For accepted claims covered by the policy. While we aim to settle and pay claims within 24 hours where the right information is provided and the claim is non-complex, this applies to a small proportion of claims. More complex claims, such as fire or flood, typically require further investigation and take longer to resolve.}

^{*Aviva figures Q3 2025}

^{2. For accepted claims covered by the policy. While we aim to settle and pay claims within 24 hours where the right information is provided and the claim is non-complex, this applies to a small proportion of claims. More complex claims, such as fire or flood, typically require further investigation and take longer to resolve.}

^{3. Within 72 hours if using one of our external panel loss adjuster services. The 24-hour and 48-hour timeframes referenced above refer to working days.}