Strengthening our service for digital trading

It’s a challenging market right now. With the rising cost of living, ongoing supply chain issues and economic uncertainty, service and support are more important than ever.

We pride ourselves in taking your feedback on-board to understand how we can improve. In this article, Kat Halbert, Head of Digital Operations, discusses how we’ll continue to strengthen service for digitally traded business.

 BIBA reflections

“It was great to see so many of you in person this year. These industry-wide events are a brilliant opportunity to catch-up and a valuable barometer to help understand how we’re doing and where we need to improve.

To hear so much positive feedback on our digital proposition and service was really humbling. We know it’s a tough market, but to hear first-hand that you, our brokers, feel you’re getting the support you need and that our underwriters are accessible and committed to finding solutions, tells us we’ve been investing in the right areas. 

Impact of investment

Investment into digital trading has been a key focus for us recently. We’ve taken onboard your feedback and analysed market trends to anticipate demand to help give you the best service possible. By front-filling roles in 2021 to support the expected increased digital demand, bringing in more underwriters and increasing authority, our goal was to give you more confidence in placing more of your business online.

To help with this, we made some significant changes to our operations. We have specific teams for Fast Trade and eTrade and we’ve also introduced a dedicated group of experienced underwriters to handle Commercial Combined referrals.

And the impact of that investment is starting to play through.

Underwriting decision-making is quicker, wait times for Live Chat have reduced and our speed to respond to referrals has improved.  

Looking ahead to 2023

I used Fast Trade recently for a Property Owners risk which was larger than normal and got a phone call within about 5 minutes asking if there was anything needed to help secure the business – that’s what I call service!

Jan Knights, Square Mile Insurance Services

Whilst it’s great to be recognised as number one for Extranet and eTrade in the Insurance Times eTrading Report* and topping the charts in the GlobalData Broker Distribution Insight** this year, we’re still working hard to make sure that we not only maintain these levels of service but improve them even further.

This means already looking ahead to what’s coming up next.  

Working together

I’m proud of where our service levels are at the moment. Across Fast Trade and eTrade, we’re set up to meet the increased demand and are actively encouraging you to place more complex business online with us. The efficiencies of digital trading are clear - our role is to make sure our product capability and underwriting support is there to allow you to do so.

Whilst you are telling us our service in digital is strong right now, we know there’s still work to be done with our regional business. We’re continuing to invest and bolster our teams to get our service levels back to where you’d expect from Aviva.

I’d personally like to thank all of you for your continued support. I really value your input and feedback. Please keep talking to us and we’ll continue to do everything we can to deliver for you."

Kat Halbert,
Head of Digital Operations, Aviva

* Aviva ranked number 1 for Extranet and eTrade in the 2022 Insurance Times eTrading Report
** Aviva ranked number 1 for all 11 categories in the 2022 GlobalData UK Commercial Insurance Broker Survey