Aviva's Digital Claims Data Explained

In today's fast-paced digital world, efficient and accessible information is paramount, especially when it comes to managing insurance claims. Brokers, in particular, require robust tools to effectively view, analyse, and track claims data for their clients. Understanding this need, Aviva has significantly invested in its digital capabilities, rolling out a comprehensive suite of online services designed to revolutionise how claims are handled. This article delves into Aviva's online Claims Data and Track Claim functionalities, exploring their features, benefits, and how brokers can leverage these powerful tools.

Aviva's Commitment to Digital Claims Excellence

Aviva has listened to the feedback from its broker partners, recognising the growing demand for more streamlined digital solutions in claims processing and management. This has led to a strategic investment in enhancing their digital infrastructure, with the introduction of online Claims Data being a cornerstone of this commitment. This new service replaces the older 'Your Claims' functionality, offering a more advanced and insightful experience for claims Management Information (MI) and analysis.

The overarching goal is to provide brokers with immediate access to crucial information, enabling quicker decision-making and a deeper understanding of claims trends. This proactive approach not only benefits the brokers but also ultimately enhances the service provided to mutual customers.

Key Features of Online Claims Data

The online Claims Data service is packed with features designed for ease of use and in-depth analysis. Brokers no longer need to rely solely on downloading spreadsheets, which can often be cumbersome and time-consuming. Instead, Aviva offers:

• Direct Online Viewing: Access your claims data directly through the Aviva Broker website without the necessity of downloading any files.
• Interactive Dashboard: A visually rich dashboard provides a comprehensive overview of your claims data. This includes engaging elements like graphs, charts, and heatmaps, which are invaluable for identifying trends and gaining actionable insights.
• Advanced Sorting and Filtering: The ability to sort and filter claims is crucial for targeted analysis. Users can easily segment data by line of business, claims status, policy number, and Aviva reference number, allowing for precise data retrieval.
• Downloadable Filtered Reports: After applying filters, brokers can download customised reports for their own records and further analysis, ensuring they have the necessary documentation at their fingertips.

These features collectively empower brokers to manage their claims portfolio more effectively, offering transparency and control over vital information.

Introducing Track Claim: Real-Time Claims Monitoring

Complementing the Claims Data service, Aviva is also introducing 'Track Claim' as part of its ongoing digital improvement programme. This feature is designed to provide real-time visibility into the status of individual claims, offering peace of mind and facilitating proactive communication.

With Track Claim, brokers can:

• Dashboard View of Claims: Access a consolidated dashboard displaying open, closed, and notified claims from the preceding 30 days, offering a snapshot of recent activity.
• Multiple Search Options: The system allows for easy searching of claims using various identifiers, including Aviva reference number, policy number, vehicle registration, or even a client's postcode. This flexibility ensures that brokers can locate specific claims quickly and efficiently.
• Individual Claim Tracking: Gain detailed insights by tracking the progress of each claim at an individual level, understanding every step of the process.
• Snapshot of Claims Status: Download a concise summary of the current status of claims, ideal for quick updates or reporting.
• Direct Live Chat Access: A significant advantage of Track Claim is the integration of Live Chat directly from the claims tracking pages. This allows for immediate assistance and query resolution with Aviva's claims handlers, minimising delays and enhancing communication.

The integration of Live Chat is particularly noteworthy, as it signifies Aviva's commitment to providing instant support and reducing the need for lengthy email chains or phone calls.

The Importance of Data Analysis for Brokers

Understanding claims data is not just about viewing numbers; it's about deriving meaningful insights that can inform business strategy. For brokers, detailed claims MI can highlight:

• Common Claim Causes: Identifying patterns in claim types can help brokers advise clients on risk mitigation strategies. For example, if a particular line of business consistently experiences weather-related claims, brokers can recommend appropriate cover or preventative measures.
• Claims Frequency and Severity: Analysing the frequency and cost of claims within a portfolio can help brokers identify areas where clients might be experiencing higher-than-average losses, prompting discussions about safety protocols or policy adjustments.
• Claims Handling Efficiency: Tracking how quickly claims are processed and settled can provide feedback on the effectiveness of the insurer's claims handling and identify any potential bottlenecks.
• Policy Performance: Claims data can also offer insights into the performance of specific insurance products, helping brokers to recommend the most suitable policies for their clients based on historical data.

Aviva's new digital tools are specifically designed to facilitate this type of in-depth analysis, moving beyond simple data retrieval to provide true business intelligence.

How to Register for Aviva's Digital Claims Services

Accessing these valuable services is straightforward. Brokers need to follow a simple registration process:

1. Log in to Aviva Broker: Access the Aviva Broker website using your existing credentials.
2. Navigate to the Claims Tab: Once logged in, locate and select the 'Claims' tab.
3. Request Access: Within the Claims section, you will find a button labelled 'Request access here'. Click this to initiate the access request.

Upon requesting access, Aviva aims to enable it within 48 hours. You will receive a confirmation email once your access is granted. The next time you log into the Aviva Broker website, the Claims tab will directly lead you to the new Claims Data and Track Claim services.

It is important to note that JavaScript is required for these features to function correctly. Users encountering issues should ensure their browser has JavaScript enabled.

Demo Videos and Support

To further assist brokers in utilising these new functionalities, Aviva provides demo videos. These visual guides offer step-by-step walkthroughs of how to navigate and maximise the benefits of both the Claims Data and Track Claim services. While the provided text mentions that transcripts might not be available, the demo videos themselves are a crucial resource for understanding the platform.

Aviva strongly encourages feedback. They are committed to continuous improvement and value the input from their broker partners. If you have any questions, comments, or suggestions regarding the new digital claims capabilities, you can reach out via email or speak directly with your Claims Service Manager. This open channel of communication ensures that Aviva remains responsive to the evolving needs of its partners.

The Broker-Insurer Relationship: A Partnership for Excellence

Chris Hughes, Director of Commercial Claims at Aviva, emphasises that broker partners are central to the service excellence Aviva strives for. Improving digital capabilities for brokers is a stated priority. The evolution of Aviva's offerings is directly influenced by ongoing feedback, fostering a collaborative environment where improvements are made together for the benefit of both brokers and their customers. This partnership approach is key to navigating the complexities of the insurance landscape and delivering superior outcomes.

Conclusion: Embracing the Digital Future of Claims Management

Aviva's introduction of online Claims Data and Track Claim services marks a significant step forward in digital transformation for the insurance sector. By providing brokers with intuitive, data-rich tools, Aviva is empowering them to manage claims more efficiently, gain deeper insights, and ultimately enhance client service. The emphasis on user feedback and continuous improvement underscores Aviva's dedication to its broker relationships. As brokers continue to adapt to an increasingly digital environment, these new functionalities offer a competitive edge, streamlining processes and fostering a more informed and proactive approach to claims management. Ensuring that your browser supports JavaScript will be key to unlocking the full potential of these valuable new services.

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