Aviva chooses LINK for smooth claims process


Aviva has adopted LINK, the cloud-based platform from software company Symbility Solutions, to improve the claims experience for its UK home and commercial property customers.

LINK provides Aviva’s customers with access to information on every aspect of their claim, regardless of location or device. The platform’s user interface guides the policyholder through each step of the process, enabling instant and direct communication with their insurer and any third parties involved.

Through LINK, Aviva policyholders can upload damage photos and documents, share video content, send messages and receive update notifications.

Policyholders and Aviva can also use the Symbility Video Connect platform. For claims, the roll-out for this new technology will start with Aviva’s field-based teams, giving them the ability to video call customers and remotely view properties.

The technology is also available for Aviva Risk Management Solutions, which will allow the insurer’s risk consultants to provide expert advice over the phone to commercial customers, without the need to wait for a visit.

Kelly Robson, director of property and speciality claims at Aviva, said: “Ensuring that we have good communication with our customers in their time of need is an essential part of the claims process. Not only does LINK provide us with a platform for this communication, it significantly improves the claims experience for our customers when they need us the most by providing clear and simple information.”

“For Aviva and our partners, it is important to help maintain a consistent experience throughout the claims process. The software has allowed us to deliver key information to our policyholders quickly and seamlessly, resulting in reduced inbound calls from customers seeking updates, which increases our teams and partners ability to resolve claims faster.”

James Swayze, CEO of Symbility Solutions, added: “It has been tremendous working with Aviva and we are very excited that they have decided to utilise LINK within their broader adoption of the Symbility platform. LINK is the first product to bridge the communication gap between policyholders, their insurance company and all the parties involved in the often-complex home claims process. We are incredibly pleased with LINK’s ability to create a positive user experience.”

“Our newly defined relationship with Aviva validates our consumer-facing product strategy and supports our growing ambition in this space. We have a very strong roadmap under development which will continue to drive value and adoption throughout our global footprint over the coming year.”

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About Author

Mark Dugdale is the editor of Claims Media. Mark welcomes articles, letters or feedback from readers and can be reached via mark.dugdale@barkerbrooks.co.uk