Aviva Insurance Limited

PO Box 4 Surrey Street Norwich NR1 3NG
+44 (0)1603 622200
  • About Aviva

    Aviva Insurance Limited is one of the UK’s leading insurance companies, part of the Aviva group with 34 million customers Worldwide. Aviva Insurance has been in the insurance business for more than 300 years.  In UK commercial, the insurance market remains challenging for insurance brokers and customers, due to the ongoing economic conditions. Aviva Insurance are focusing on improving our processes to ensure Aviva provide commercial customers with insurance cover at an acceptable price.  Insurance brokers also recognised our excellent customer service by voting us Insurance Times General Insurer of the Year in 2012, for the second year running.  youTalk-insurance sharing Aviva insurance news and video.


Aviva’s 2016 Regional Broker Conferences - all wrapped up! (video)

Aviva’s regional broker conferences took place between January and July this year, taking the best of Aviva to brokers’ doorsteps. Over 800 attendees made it... click here for more

Aviva - In times of need (video)

How are Aviva on your side in times of change, by your side in times of need? How do Aviva protect your clients when the worst happens? Watch their latest video today. click here for more

Aviva - How are we on your side, by your side?

There's never been a time when there has been so much change in our industry. There are new regulations and legislation to keep up with as well as our industry... click here for more

Aviva upgrades High Net Worth division with launch of Aviva Private Clients (video)

Aviva, which insures one in four UK homes, has relaunched its high net worth division to offer brokers a dedicated and bespoke expert underwriting service for this... click here for more

Aviva - If it’s a hard to place risk – go to Marketplace

"We know that some risks can be hard to place and that you need a trusted solution. So we’ve given some good thinking to our recently updated Marketplace.Now... click here for more

Aviva’s regional Broker Conferences see record numbers of brokers

Over the last few months, Phil Bayles and the Aviva team have toured the UK bringing a series of broker conferences to the regions. With a focus on trading, the... click here for more

Aviva: Appointment of Colm Holmes as CEO of Aviva UK General Insurance (video)

Maurice Tulloch, Chairman of Aviva Global General Insurance, talks to Colm Holmes on his appointment as Chief Executive Officer, Aviva UK General Insurance click here for more

Aviva launches health insurance for general insurance brokers (video)

As part of Aviva’s commitment to brokers, they now offer them the opportunity to develop a new revenue stream for their business. Their multi-award-winning private... click here for more

Aviva - 9 things to do before a flood (video)

Aviva video shares practical tips on preparing homes against the risk of flooding click here for more

Aviva customer story - Mr Robert Turner (video)

Meet Robert Turner, an Aviva Customer. At the end of 2014 his home was devastated by a fire that left no room untouched. The repairs to Robert’s home are now... click here for more

Aviva - Helping insurance brokers to reach new clients using Social Media (video)

Russell Ellis, Global Social Media Manager, Aviva, shares some useful insight on how insurance brokers can use Social Media to reach customers. This video is part of... click here for more

Aviva: Engineering insurance proposition explained (video)

Watch Aviva's Dave Kent, UK Trading Manager, Engineering, talking about the breadth and scope of Aviva's Engineering proposition for insurance brokers and their... click here for more

Aviva: Commercial Crime updated insurance proposition explained (video)

Watch Melody Lyndon-Stanford, Aviva, Senior Underwriter, talking about Aviva's Commercial Crime insurance proposition  click here for more

Aviva - Management Liability Proposition explained (video)

Peter Pressick, Aviva, Trading Underwriting Manager, Financial Lines, South, talks about Aviva's Management Liability insurance proposition.The Aviva propostion... click here for more
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Aviva - Group Personal Accident, Sickness & Business Travel video

Under our offering we offer group, personal accident, business travel, and sickness. We also do critical illness in a smaller limit. And the key thing about what we do is build tailored solutions for brokers, so whilst we have a great corporate solution, we're also very strong; we've grown heavily in the affinity schemes market. When it comes to our accident claims and sickness claims, that's been a dedicated team for well over 20 years. It's based in Manchester. They've got their own dedicated manager with a structured team underneath that. They're very experienced; a lot of them have come from accident to bodily injury teams, so obviously things which involved car accidents, EL claims. They've got the expertise, experience, and knowledge to actually understand and help claims. It's not all about trying to stop fraudulent claims; it's about understanding the speed and the journey, so we don't create bureaucracy when we're trying to deal with claims.

It's about the customer, how to go in and ease them, because at the end of the day, they've suffered something severe, and in accident and health, it's normally something quite traumatic. So you have to be sympathetic while you're doing this. We've developed systems internally to speed up the process. All our documentation is now electronically-- it can be pulled through from e-documents, or it can be printed, and it can be sent through very quickly. And about the whole thing is having people in the right places for the right jobs, and the right skill set, and we've continued invest in that. We'll be looking to grow each year, so we'll move into niche areas, which will actually go on further, open our offering for our brokers.

We have got a great corporate wording, but we're actually more than that. The majority of our growth has actually come from the affinity scheme's niche tailored areas. And a lot of this about the consulting service we provide. So if a broker has got a scheme or looking to develop a scheme, we actually go and work with them, actually to enhance their current offering, or actually build them an offering and come up with solutions. We do have various products out there; we're in the police federation market; we can do things like loss of license. We'll do doctors locums; we do teacher supply. We do professional sports, so we do things like the premier league; we do three out of the four rugby codes. We do the English cricket team.

We've done quite a lot and I think for us, we're very much not going to shout it out about how much we can actually go and deliver and I think this is our key differentiator. The affinity side is very, very hard. It's very unique and within Aviva, we have recruited, and we have got experienced people within the team who actually can do these solutions, and they can set schemes up within a week. Well, the main thing is we're very passionate about what we do. We provide high-quality service. We have a market leading policy wording and product. We have recently launched our Fast Trade offering and Acturis bespoke offering. This is market leading, and it's backed by Aviva's online chat. You've got one-hour response. More importantly, it's backed by my own team. The experienced underwriters who know the business.


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Aviva claims service insurance broker feedback (video)

Rob Townend, Director of Claims, Aviva talks about their commitment to delivering claims service excellence to both their insurance broker partners and their clients.... click here for more

Aviva - Broker Mentor marketing support for insurance brokers video

Aviva Broker Performance Director Fraser Edmonds talks about the Aviva Broker Mentor marketing support proposition, designed to help insurance brokers grow and... click here for more

Aviva - Introducing Corporate & Speciality Risk video

Aviva Corporate & Speciality Risk is a specialist division within Aviva to serve any large corporate clients or any specialist risks. click here for more

Aviva Claims - A Customer Story video

Paul Barkshire, Operations Director, PFK Ling Ltd shares some insight into how Aviva and their partners helped his business when it was flooded in December 2013.  ... click here for more
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Aviva Claims - A Customer Story video

Paul Barkshire, PFK Ling Ltd

On Thursday the 5th of December we were hit with a devastating flood. It was unique - almost the perfect storm. The whole of the East Coast was hit, but particularly our dealership here in Lowestoft. It was right, okay what are our next moves? And already Gary Stannard from Merrick Hill had phoned Aviva, and our loss adjuster was here literally that morning.

Denis Thorpe, Crawford & Company

When I arrived at the premises Ling's, it was still washed with sea water, sea water oil and various contaminants. I met Paul Barkshire and his co-director Chris Jary, and we had a brief tour of the premises. Then we sat down in the board room, and I started going through how the insurance policy would respond to the incident, how it helped them recover their business and gathered information about the incident and the extent of damage to report back to Aviva.

Gary Stannard, Merrick Hill Insurance Brokers

As you can imagine, there's an awful lot of damaged property that staff here really didn't know what to do with.

Jeremy Clark, Aviva

So, I came here at 12. I was pretty shocked to find the extent of the damage. And initially, we thought it was about 35 cars; but looking around, I knew it was going to be an awful lot more. Even within this area, as you can see, the water level was up to here, so it was a pretty wide-spread flood.

Dave Stenton, Aviva

In this particular case with PFK Ling, they actually came to us and told us there was significant building damage. There was damage to the stock; there was damage to a significant amount of vehicles. So we knew on day one what we had to do to move this claim forward.

Denis Thorpe, Crawford & Company

The Wednesday after the flooding had been suffered, we had a further meeting on-site with a team from Crawford's adjusters, and also one of the Aviva claims managers. It became apparent that the client would need an interim payment, so that was authorized, and payment was paid within a couple of days.

Paul Barkshire, PFK Ling Ltd

This is a six or seven month program, probably running onto a year. You're there; you're supporting in every meeting we have we are giving that reassurance. You're going to be there; you're not just paying out on a claim and running away. You are supporting us to the very end to get us back to where we were. We really are grateful for that support.

Denis Thorpe, Crawford & Company

The meetings will continue throughout the lifetime of the claim, which is some distance from settlement, even when building works are complete - which hopefully they will be done by May. There will still be a subsequent period for the business to recover, and we'll be working with them during that time to try and provide reassurance and to deal with things like regular interim payments to make sure the business is in funds to continue with this process.

Paul Barkshire, PFK Ling Ltd

My goodness, what a machine to deal with. The service: seamless. Support: seamless. Professionalism and reassuring.

Gary Stannard, Merrick Hill Insurance Brokers

In this particular case, the performance was faultless. At the end of the day we had 161 vehicles written off. Almost a million payments paid in little over a week. Claim service doesn't get any better than that.

Paul Barkshire, PFK Ling Ltd


I think the service has just been second to none across the board.

Ends - 

To watch this video go to http://www.youtalk-insurance.com/insurers/aviva-insurance-limited


The thoughts and opinions shared in this video transcript are provided for information purposes only and do not represent the views and opinions of You Talk Insurance Limited.  Professional advice should always be sought before making any decision

Aviva - Adopting digital technology video

As part of their insurance broker Marketing Mentor Series, Aviva Digital Innovation Manager, Paul Heybourne explains how digital can provide brokers with increased... click here for more