Dear Broker,

I’m writing to you to ask for your feedback on how you feel we are doing in delivering an excellent service to you and your team. We are currently setting up a National Trading Centre in Cork that will process business valued at €25,000 or less and with this in mind we’d like to hear the views and opinions of our broker partners.

At this early stage, I believe it is critically important to fully understand and respond to your feedback about every aspect of the service you receive from Aviva.  Your open and honest feedback is all that I’m asking for - how easy or difficult do you find us to work with?  What are the challenges that are getting in the way of making us the very best GI company to do business with?  What’s working well? What would you like to see more of? What improvements should be made?  What opportunities are there to exploit? 

The format for your feedback is purposely left open-ended to allow you to write as much or as little about the areas that are most important to you and your team.  However, I’ve jotted down some broad areas for your consideration.

For my part, I promise to respond to each and every issue raised by you and I am committed to making the necessary changes needed to ensure that we deliver an excellent service to you and your teams.

 Pauline Murnin, our Senior Research & Insights Manager, will help me to manage your response. Please return your comments by email to Pauline.murnin@aviva.ie or directly to me John.Quinlan@aviva.ie.  Click here to respond

If you’ve any queries you can also contact me on 087 7552380 or Pauline on 087 9692558.

I look forward to hearing from you and genuinely appreciate your open and honest feedback.
Some areas that you might like to comment on are outlined below:

• Clarity, relevance, accuracy and timeliness of communications and documentation.
• Professionalism of staff (face to face, telephone, email, letter and other) -  to include ease of contact, ‘getting through’ to someone who can help, effort required to get to speak to the right person, dealing with people you know and who know you, empowerment and decision making process.
• Technical expertise, advice and understanding of commercial business requirements.  Proactive, creative and expert advice on business solutions.
• What’s working well? What would you like to see more of?
• What are the 2 or 3 main issues that Aviva needs to address in the short or medium term?
• What are the 2 or 3 things that Aviva should do to make things easier and more efficient to for you to do business with them?
• What opportunities are there for Aviva to take/take more advantage of?

Click here to respond

 Best Regards,

John Quinlan
Managing Director, General Insurance,
Aviva Ireland.