Dear Broker
Thank you for your invaluable feedback (click here to see) during our session at the 2024 Aviva Broker Conference on the 25 April 2024.
We outlined we would get back to you by 31 May, and we are pleased to now share our reflections along with key actions we are committed to taking based on your input. While it is not feasible to address every issue in one go, we have identified five key actions to prioritise based on the most consistent feedback received.
- Enhanced Communication: We are launching a bi-monthly newsletter on what is happening in our business, our products and their benefits. This will be available from 27 June 2024. We will continue to support you with our regular CPD sessions.
- Process Improvements: From 1st July, Notice of Interest letters will be available to print from Blive. With immediate effect we have now removed the need for the general fact find for fleet quotes with a premium level under €20,000, therefore this is no longer a requirement to complete for non-complex standard SME fleets.
- Claims Portal Launch: We are excited to announce the launch of our new claim’s portal in the second half of 2024, which will provide you with online up to date claims information for your customers.
- Personal Lines Growth: We have formed a team to specifically grow our personal lines broker book and we are seeing some good early progress. In April broker home new business is up 73% and broker motor is up 30%. We are committed to continue to grow this business.
- Client and Pipeline Meetings: We are committed to increase the number of client and pipeline meetings. Please contact your dedicated BDM to arrange.
It was evident from your feedback that there is a strong desire to deepen our business relationship. To support this, we recognise the importance of getting the basics right.
Since 2021, we have made a concerted effort to widen our appetite, adding 17 products, including Directors & Officers, Cyber, Marine, Renewables and High Net Worth.
We have also invested significantly in our underwriting teams over the past few years. We have hired 43 underwriters in the past two years while introducing a new SME and Schemes team in Cavan. This team takes a proactive approach to service our brokers with an SLA of 24 hours on all queries.
We received feedback regarding the speed and ease of use of our FastTrade system. In response, we have introduced a new and improved system, available since 2023. This is the quickest and easiest way to get a quote with Aviva. If you do not have a login for the new system, please contact avivabrokerirl@aviva.com in order to get set up.
Finally, our fundamental message is that we want to be a phone first business. We believe that direct communication is key to building strong relationships and providing the best service possible. To support this, contact sheets are now available for all our brokers. If you do not have one, please contact us and we will provide it promptly.
We listened to your feedback, to enable us to grow together and partner for success. We believe these steps will strengthen our partnership and help us achieve significant success together. Thank you for your continued collaboration and support.
We look forward to seeing you soon and please feel free to contact me at any time.
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Kind regards,
Stephen McGerr
Sales Director
Aviva Insurance Ireland DAC
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