5 stars for Aviva Fast Trade for 3 years in a row

Authored by Aviva Digital and Automation Manager Maria Crockart

Each year, Insurance Times publish their annual eTrade Report, capturing broker feedback on the service they receive and the experience of trading on insurer extranets and software houses. For the third year in a row, I’m delighted that you’ve rated Fast Trade Five Stars – the only insurer extranet to receive the highest rating this year*.

I’m also pleased to see that Aviva via our software houses partners was rated four stars*, a move up the rankings from fifth in the market to second this year, a fraction away from topping the rankings across the board. This is evidence that we’re delivering against our strategy to enhance our digital proposition and expand our capability across our digital channels.

I’m proud that the work we do to constantly review, refine, and evolve our offering, using your input as the catalyst, has been recognised once again, and admit it feels that little bit more special this year.

It’s been a challenging period for many. Business models have shifted, and we’ve had to adapt to new ways and patterns of working. At Aviva, we responded quickly to get our teams operational at home to limit any disruption to the service we could provide you, allowing us to keep our communication channels open. We also delivered additional functionality, including co-browsing for our underwriters and the introduction of a dedicated etrade operational team. I believe our ratings in this year’s survey are a reflection of being there when you needed us.

But we’ve gone beyond ‘keeping the lights on’. In addition to making some key operational changes, we’ve continued to enhance our offering to make it easier for you to place business with us online in 2021. From the introduction of NCD and Fleet Rated options on our Minifleet product, to changes to improve quotability on our Commercial Combined (CCI) product, and the introduction of a digital cyber solution to help protect against emerging risks in the market – all based on your feedback.

There’s still more to come

The demand and prominence of digital trading has increased over the last 12 months and we’re seeing higher volumes of demand coming into our teams. Despite lockdown we’ve recruited some excellent people into Aviva to ensure we maintain our service, as you’ve told us how important this has been for you throughout this period. Our priority now is making sure we get our new starters up to speed as quickly as possible. However, as I’m sure you can appreciate, tackling this remotely means it will take slightly longer so please bear with us. We have a robust plan in place, and you have my commitment that we will remain focussed on delivering the service excellence you expect from us.  

We’ll continue to work with you to identify and drive further improvements to our online offering.  We already have plans in place to continue to improve our competitiveness on CCI, stretch our online appetite further and we’re also refreshing our Property Owners and Management Liability offerings.

And despite Fast Trade being vote the number 1 extranet with its highest score for usability and trading ease, we’re also working on further developments that will continue to enhance your user experience.  

There’s lots to look forward to but for now, on behalf of me and my team, we thank you for your continued support. To know that all the hard work we do to support you is recognised makes it all worthwhile, and I hope to see Aviva at the top of the extranet and software house ratings in 2022.