Mid-Market Client Relationship Management

We believe insurance works best when it’s built on strong, long‑term relationships. Our regionally aligned Client Relationship Managers (CRM’s) work alongside you to strengthen the broker‑client‑Aviva partnership. For larger or more complex Mid‑Market clients, their dedicated CRM will act as a central point of contact across policies, claims and risk management - helping to simplify engagement, support collaboration and create meaningful value for you and your clients.

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What does our Client Relationship Management team offer?

Tailored solutions

Our team will gain a deep understanding of each of your client’s business' to design bespoke insurance programmes to help support their growth and resilience.

Broker collaboration

They'll work closely with you to build a tripartite broker-client-Aviva relationship which means they can help with faster answers to your clients questions.

Seamless coordination

They'll be your central coordination point across all policies, claims and risk management for efficient service, so you'll always know who to get in touch with.

Proactive advocacy

They'll represent your client’s interests within Aviva to help ensure their evolving needs are met and all aspects of their business are accounted for when decisions are being made, meaning your clients priorities get heard, understood and acted on.

Access to wider expertise

They'll facilitate introductions to our broader capabilities, including Personal Lines, Life, Pensions and Wealth which means we can add value to your client and their business.

Flexible engagement and consistent service

They'll adapt the engagement to the client’s preferences while ensuring timely responses, clear communication and continuity throughout the insurance journey, meaning they can help to deliver the right proposition for your client.

Maximising added value

They'll help to ensure that your clients benefit from our additional services such as specialist partner access, risk management bursaries, Solus repair network, loss prevention standards and dedicated claims relationship leads for complex cases.

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Transcript for video 6391066181112

James Preston: The benefit of having a client relationship manager is that we can take time to understand what additional things the client is after, or what the client sees as beneficial, and make sure we deliver that consistently over time. We want to be known as a partner that can offer far more value than just insurance premiums and claims paid.

Lucy Casswell: The role of the client relationship manager is to ensure that we are delivering the very best of Aviva. We want to redefine the insurance experience by delivering something that goes beyond a transactional piece of paper. It’s about getting to know our larger, more complex clients and understanding their needs, to deliver a seamless proposition where the broker and the client know that we really care about their business and making a difference.

Bernie Swaby: Our brokers juggle many responsibilities, as do our clients, underwriters, claims handlers, and risk managers. My role as a client relationship manager is to be that single point of contact - coordinating internally and externally - to bring out the best of Aviva for our brokers and customers. By having regular contact with a client relationship manager, who has an overview of all their Aviva products, we can make sure we overcome any daytoday issues they have. It’s about not making it just a transaction at renewal; it’s about understanding their business throughout the life cycle of their policies with us and building on that partnership, relationship, and trust.