Aviva Premier. The very definition of mid-market support. Retirement Investments Insurance Health

Transcription

1 Aviva Premier The very definition of mid-market support Retirement Investments Insurance Health

2 Contents Aviva Premier 3 Prevent 4 Our prevention-first approach 5 Working alongside your clients 6 Prevention-led solutions 7 Safeguarding your clients business 8 What does Aviva Premier risk management mean for you and your client? 12 Protect 13 Support across the sectors 14 Speciality covers for specialists in their field 16 Protecting your clients wellbeing 17 Tackling the underinsurance issue 18 An underwriting approach to help you win more mid-market business 21 Fix 23 A flexible claims relationship 24 The right resolution for your client 25 What does Aviva Premier claims mean for you and your clients? 26 02

3 Aviva Premier noun / av:iva ˈprɛmɪə/ 1) Aviva s revitalised mid-market proposition. Offering tailored insurance solutions with innovative enhancements and added-value, claims and risk management services. 2) A long-term partnership between customer, broker and insurer. A valued business consultancy relationship which goes beyond insurance. Aviva Premier isn t just insurance. It s assurance. Aviva Premier is our comprehensively enhanced solution for mid-market commercial customers. It goes beyond insurance to prevent bad things happening, protect what matters most, and fix things fast when they do go wrong. It s designed for large and complex business customers who demand more than just insurance cover. Selling our enhanced and improved mid-market proposition isn t just a transaction it s about facilitating a transformation in your clients approach to risk. We ll work closely with you and your clients, not only to give them the bespoke cover their business demands, but to support them with training, prevention and detection services to minimise their risk exposures. Aviva Premier is designed for those who want to make a real difference for their clients. Its aim is to create a genuine partnership between you, your client and Aviva. Our goal is to truly understand your needs and those of your clients, and to provide a uniquely tailored proposition. We know a longer-term approach is the best way to give you a successful competitive edge, because we ve seen the benefits in action. Our focus on the bigger picture means you and your clients have access to a range of exclusive, added-value benefits that help place you ahead of the competition. Plus, you can always rely on the assurance and support of Aviva s trusted Good Thinking. Throughout this document we will feature some of the added-value elements of the Aviva Premier proposition available to you and your Aviva Premier customers, either free of charge or at a discounted rate. 03

4 Prevention-first support No business wants to use their insurance. By definition, it puts at risk all the hard work which has gone into building the successful business. That s why we take a prevention-first approach. An integral part of our support is focused on helping minimise a business s risks: providing training, prevention and detection services, including health and safety guidance and fire prevention solutions. It s about understanding your clients business and providing trusted risk advice and guidance. It s about helping to avoid bad things happening in the first place. Our prevention-first approach 5 Working alongside your clients 6 Prevention-led solutions 7 Safeguarding your clients business 8 What does Aviva Premier risk management mean for you and your client? 12 04

5 Our prevention-first approach A dedicated risk management partner We know from experience that companies who manage risks well increase their chances of success in their market. We want to work with our customers to help mitigate risks to their business and identify measures that can be put in place to keep them trading, should the worst happen. That s why risk management is an integral part of the Aviva Premier proposition. As you know, risk management is about looking at the risks that arise in the workplace within premises or on the road, and whether they relate to people, assets, resilience or even reputation and then putting sensible precautions in place to control them. Effective risk management can prevent accidents waiting to happen from ever happening and help mitigate the impact when they do. Through Aviva Premier, we offer a range of over 70 risk management products and services to help identify and manage risks from health and safety and property protection to fleet management and driver safety and also help to get businesses back on their feet if the worst should happen. Aviva Risk Management have created a network of specialist partners to help businesses deliver effective risk management, embracing innovative technologies and solutions. We offer pre-quote surveys designed to manage the risks to your clients business at the very start of our relationship with them. Plus, all our products can be tailored to reflect and enhance what your clients already have in place. I firmly believe that the knowledge and collaborative approach from Aviva Risk Management is refreshing. With the benefit of reducing claims and positively impacting premiums. Diane Mackie, Edinburgh Risk Management Group 05

6 Working alongside your clients We recognise that each client is unique. That s why we tailor our service to meet their needs. Our Risk Management team is the largest of its kind in the UK and has a wealth of expertise at its fingertips. With Aviva Premier, we ll select a local risk consultant with relevant experience and a thorough knowledge of your client s sector to be their dedicated point of contact. They will then look to create a tailored, collaborative survey programme and highlight any findings through bespoke reporting, before discussing the impact and any potential risk management and prevention solutions with you and your client. We ll also make resources available to you and your client to help complement the risk management already in place. Ongoing support Dedicated risk consultant Agreed site visits Your success is our success By working with you and your client, we can achieve more. Together we can benefit from greater capability, increased effectiveness and improved knowledge. As a result, we can help reduce their risks and better protect their people and assets. This, in turn, may help drive down costs and positively affect their premium improving the profitability of their business and helping give them that all-important edge in the mid-market sector. Integrated risk management and claims Risk improvement management Aviva Premier is all about your clients Client reporting Our risk consultants will work closely with our claims colleagues to make sure that any risk exposures identified through reported claims are swiftly mitigated. Prevention solutions 06

7 Prevention-led solutions Aviva Premier offers a focus on prevention-led solutions such as thermographics, flood consultancy, business resilience and health and safety training. Identifying risks to your clients premises Thermographics: A non-invasive inspection service which identifies potential electrical hazards, removing the downtime of machinery breakdowns. We keep your clients trading and growing their business, but also reduce the risk of a more serious fire occurring. Flood consultancy: Our risk consultants can conduct a flood risk assessment and share resources and risk prevention measures to mitigate the risks to your clients business. We re also working with leading supplier SLR Consulting to offer businesses the opportunity to protect their world against the threat of flood. As well as providing hydrological and flood risk assessment services, SLR Consultancy offer a full range of environmental services. In the provision of environmental management, land mining stability risk, monitoring plans and a clerk of works for the construction industry, advice can be tailored to suit. In addition, to assist in mitigating the risks of flood, we re working with leading partner Adler & Allen who offer a wide range of products to reduce the risk of flood to businesses. This includes removable and permanent barriers and other innovative industry-recognised prevention systems. Risks on construction sites and contracts: If you have clients looking to expand operations, or who need guidance on managing contractors, a full copy of the latest Joint Code of Practice on the Protection from Fire on Construction Sites and Buildings Undergoing Renovation is available. It provides highly regarded best-practice guidelines for the construction industry and applies to activities carried out prior to, and during, the design, procurement and construction processes. We believe complying with the code will greatly reduce the risk of a fire breaking out and causing damage to the construction site, and the associated costs. Plus, it will reduce the risk of injury to contractors from fire. 07

8 Safeguarding your clients business Business resilience coach We know that the business landscape can be complicated, unclear and changeable at times. For your clients, having the practical tools and skills to thrive and demonstrate resilience to their supply chain and customers can give them a competitive advantage but also prepares them to deal with any crisis which may arise. Our consultants can coach your clients management team to become competent in crisis management and understand the important distinctions between site recovery and business recovery, and the importance of the Golden Hour. 08

9 A practical approach to business resilience includes: Business Impact Assessment helps with things your clients may not be able to insure and the critical risks you may have. Crisis definition helps your clients define what a crisis is and the key differences in approach required between a sudden crisis such as a fire or flood, or a smouldering crisis such as risk to their reputation or a product recall. Crisisboardroom kit a practical toolkit which contains all the key contents and structure they may need to set up an effective crisis boardroom. Crisis management skills including command and control and the key to managing their Golden Hour. Loss Scenario Testing running a crisis simulation that will assess the immediate activity, invocation and use of the Business Continuity Plan (BCP): how the insurance cover responds; how the individual areas of a business work together; what the priorities are; and how the recovery process kicks into place. Whether it s small improvements in cover, adding extensions to cover, amendments to the BCP, or more substantial requirements, the Loss Scenario Test brings out the weaknesses to be addressed, and keeps the business s BCP(s) up to date and usable. Accreditation we can also help your clients achieve ISO22301 in business continuity management, which helps give customers and suppliers confidence in a business s resilience. How can loss scenario testing help your clients? Loss Scenario Testing assisted a publishing company by highlighting the impact of a small section of asbestos in the roof above a key machine. The test identified that in the event of a small localised incident, the increased recovery time required due to the clean-up of asbestos fibres might lead to the loss of their largest client. This had not been previously considered within their business continuity plan, and allowed the customer to re-evaluate the value of removing the asbestos, versus the potential impact the loss of this customer would have on their business in the long term. 09

10 Health and safety e-learning The safety and wellbeing of your clients employees is key to a successful business. It s also a basic legal requirement. Our partnership with Safety Media Ltd can help your clients keep their staff safe and provide their management team with the oversight and record-keeping they need to demonstrate their duty of care. Through Safety Media Ltd, your clients can access annual health and safety e-learning subscriptions that provide unlimited access to an extensive range of more than 100 training modules. We offer specific solutions designed for businesses with up to 250 employees as well as more bespoke enterprise level solutions for larger customers or those who need more insight and support. As all employers have a legal obligation to provide relevant health and safety training for any job that an employee undertakes regularly, this is a valuable resource that enables employers to prove that training has been completed. We can even look to design bespoke risk solutions that are unique to your clients. 10

11 Online reputation services Aggressive complaints, fake reviews, abusive posts and employee risks can all quickly escalate and cause harm. Risk can arise from customer complaints or untrained employee responses. Every risk, no matter how small, has the potential to quickly grow out of control. We work with RiskEye, specialists in online reputation services, who use a unique combination of the best technology and expert risk analysis to detect, identify and assess whether comments on social media are a reputational risk to your clients business. A reputation risk can be hard to quantify, so they consider anything that could lower your clients online standing to be a risk. This can be monitored and assessed 24/7 to detect threats. Aviva Premier customers have access to: educational support and guidance on risk recognition and avoidance live alerts by or text, including a recommended course of action where required 24-hour customer service advice and support access to specialist PR and legal services at discounted rates. 11

12 What does Aviva Premier risk management mean for you and your client? Aviva Premier means a more collaborative approach to risk management that brings together the collective strength of you, your client and Aviva. 1. We ll Dedicated risk consultant We can offer your client a dedicated risk consultant to help handle their risk management requirements. 2. We Understanding your business get to know your client s business so we can help you in quantifying risks in their business. 3. Risk advice provide options to manage risks in your client s business, ensuring people and assets are safe even where the risk may not be insured or eligible for insurance. 4. Your Risk solutions We will work with your client to explore the best options for managing risk in a way that works for their business, and support you with the implementation planning. 5. Expert consultancy client will have access to a range of expert consultants, services and products to help your clients manage and grow their business safely. 6. Managing risk We re here to support your client every step of the way in managing the risk to their business. 12

13 Protecting what matters Aviva Premier is about fully protecting your clients, whatever business they re in. Offering insurance solutions and added enhancements tailored for the sector-specific and specialist requirements of your clients. Tackling key issues such as underinsurance and disclosure, to provide a service that really adds value to your clients business. Support across the sectors 14 Speciality covers for specialists in their field 16 Protecting your clients wellbeing 17 Tackling the underinsurance issue 18 An underwriting approach to help you win more mid-market business 21 13

14 Support across the sectors We ve enhanced our mid-market cover to make finding the best solutions for your clients easier than ever, regardless of the industry they re in. Professional Services Our Professional Services product covers a vast range of services and a wide variety of businesses, including advisory, support and financial services. The common thread that links them all is the fact that they re office-based, with the majority of activities involving non-manual work. The improvements we ve made include a new 10 million public liability limit, solicitors contingency cover at 250,000 for any one loss, and an outsourced suppliers extension up to a limit of 50,000. Business Services From software developers to analytical chemists, computer services to web designers, we ll consider nearly every risk in this diverse sector offering flexible, relevant and essential covers for you and your clients. Some of our most recent valuable enhancements are: failure of public utilities included, up to a limit of 250,000, and workplace recovery office facilities, up to a limit of 50,000. Arts and Culture From art galleries and theatres to botanical gardens and heritage attractions, this sector encompasses a wide variety of businesses. That s why our cover is designed to be flexible. We offer expert, relevant and essential covers that account for the diversity of risk. You ll find it provides tailored cover for everything from prevention of access to damage to theatrical property in storage. We can even offer cover for museum collections, fine art dealers stock and corporate fine art collections through our fine art and specie solutions. Education When it comes to education, we have a tailored proposition designed to meet the needs of customers who are independent schools, special education needs establishments, FE Colleges or universities. We recognise customers within this sector require high levels of cover and limits of indemnity, which we can provide along with the specialised covers available. 14

15 Manufacturing Manufacturing is a key industry in the UK. It covers a diverse range of industries, from machinery and equipment and textiles, to food and drink and printers. We understand the needs of the sector and provide cover to match. Highlights of our wide-reaching offering include cover for damage to moulds, tools and dies included, up to 250,000, products recall, up to 100,000, and research and development expenses, up to 250,000. Motor Fleet Our Motor Fleet Premier offering is designed to support the whole proposition to our customer where we offer a full package solution. The cover provides a range of protection to both the company s employees and business. Benefits include physiotherapy and psychological intervention covers designed to aid employees recovery following an accident, along with new for old extended to 18 months (for private cars) and 12 months (for goods-carrying vehicles). Retail and Wholesale From wholesalers of consumer products to specialist equipment importers, builders merchants to chains of retail shops, we have a tailored solution aimed at retail and wholesale customers. It offers flexible, relevant and essential covers for your clients, including new extension on claims preparation costs and resilient repairs. Electronic Manufacturing This varied and dynamic sector is full of opportunities. It s made up of everything from electronic process control equipment to medical and surgical equipment, including areas such as measuring and testing equipment, electronic components and sub-assemblies, and electronic communication. In most cases, we ll now also underwrite businesses that supply to medical, military, offshore and aviation industries. The enhancements we have made include a financial loss limit increased to 100,000, guaranteed efficacy up to a limit of 50,000 and advertising liability up to a limit of 1 million. Property Owners When it comes to property, we recognise you and your clients are looking for a tailored approach that tackles environmental issues, minimises future losses for customers and provides a clear positioning on bank interests. So that s what we do. Our product covers commercial property that s owned solely for income generation, investment purposes or in trust. We have a long association with the sector and have built a strong reputation for expertise, customer-focused products and risk solutions. Plus, we ve made a number of new cover enhancements, including fire brigade charges up to a limit of 50,000, preservation of undamaged property up to a limit of 25,000 and the insured s own management fees/claims costs up to a limit of 50,000. Motor Trade Our broad underwriting appetite for this sector means we can write motor trade risks of all types and sizes. We re committed to providing solutions that look to address market challenges and trends in the motor trade, as well as meeting the individual requirements of you and your clients. With that in mind, we ve enhanced many of the covers. Including an involuntary betterment limit of 100,000 within property damage, and an environmental statutory clean-up costs limit of 1 million within public/ products liability, as well as cover for reduction in value of customers vehicles and vehicle recertification costs, both up to 5,000 per vehicle or 25,000 any one period. Construction Construction covers a wide range of trades, including enabling trades, builders and building completing and finishing trades. It s an industry that s full of opportunities and challenges, so it s crucial that your clients have a level of cover that suits their business. We have made a number of enhancements, which include increasing off-site storage limits to 250,000, and offering defective design cover and part products cover subject to the customer s demands and needs. 15

16 Speciality covers for specialists in their field Our breadth of specialist expertise means we can complement the core covers and high service level available under Aviva Premier with specialist products aligned to your clients requirements. Our underwriters will be exploring all of these additional covers with you, to ensure your clients have everything they need in place. Commercial Crime Our Commercial Crime policy indemnifies businesses against employee dishonesty and a range of third-party fraud and forgery exposures. As well as covering loss of physical assets and money, our crime policy also protects the insured against loss of more intangible property, such as monetary balances in a bank account. Engineering Our technical expertise, backed up by our specialist underwriters and claims handlers, means we can offer a comprehensive range of engineering insurance covers. These range from computers and manufacturing machinery to hospital scanners and cranes. Group Personal Accident (GPA), Sickness and Business Travel A business s most important resource is its people. Our three-part cover protects businesses against the effects and expense associated with unforeseen staff absence, such as loss of output, temporary staff, retraining and overtime. Legal Indemnities Legal issues often arise when developing, purchasing or re-mortgaging land or property. These can relate to proof of ownership, access rights, third-party rights, mineral reservations, planning restrictions, covenants affecting use and development, and so on. Wide-ranging and incredibly complex, these details are often only discovered at a late stage and can delay or prevent sales or developments from going ahead. Management Liability Claims made against a director or company, even if completely unfounded, need to be investigated and defended often at considerable expense. Directors and Officers Liability protects individuals while Employment Practices Liability and Corporate Legal Liability protects the company against claims and prosecutions against them. Marine Marine cover is essential for any business engaged in the transport of goods. We offer three products that cover every aspect of the shipping process. Professional Indemnity Any professional company offering advice or services can be held financially accountable if errors are made or things go wrong. Even if the company is not at fault, this can prove very costly without the right cover in place. Surety bonds and guarantees Many companies, particularly those in construction and engineering, require bonds and guarantees when working on a project. These provide the project owner with financial protection against loss from a breach or a default under the contract. Bonds and guarantees are purchased by the contracting party and given in favour of the project owner or authority. Fine Art and Specie From museums to art galleries, we have the expert capability to provide risk management advice and tailored insurance solutions for your fine art, sculptures, jewellery, minerals and other collections. 16

17 Protecting your clients wellbeing We recognise that protecting employees is one of the most important requirements of a business. Our Private Medical Cover gives your clients the flexibility to make the right treatment choices for them and their employees, safe in the knowledge that Aviva is looking out for them. For Aviva Premier customers who are either new to Private Medical Cover or already have this cover with Aviva health, we will now offer preferential terms or a healthy introductory premium discount. If your clients have Private Medical Cover arranged elsewhere they can take advantage of our dedicated switching service and our guarantee to beat their renewal terms. Additionally, when taking Private Medical Cover with us, your clients will receive a free upgrade which includes dental and optical cover. 17

18 Tackling the underinsurance issue Aviva Premier is about fully protecting your clients, whatever business they re in. Offering tailored solutions and added enhancements to avoid cover falling short. Because we completely understand that getting the right level of protection can be complicated, we have made some valuable improvements to our cover. To support you in assessing the right level of protection, we have a range of valuation services your clients can take advantage of and a unique tool to help you assess your clients business recovery. The aim is to give your clients confidence, reassured by the knowledge they have sufficient time and financial support to rebuild their business following a major loss and to continue protecting their dividends and employees. 18

19 Automatic uplift in property sum insured While we can support you in the initial assessment of your property sums insured, we understand that outside factors can always cause uncertainty. Anything from advances in technology to currency fluctuations can cause concerns for the businesses that you deal with. Aviva Premier customers will now have additional peace of mind, reassured by an extra layer of protection over and above the property sums insured. Buildings and contents will now have an automatic 20% uplift (up to a maximum of 500,000 extra cover on each), at no additional cost to the client. Automatic waiver of average Aviva Premier is designed for customers who want to make smart choices about their risk transfer and care about setting the right level of sum insured. That s why, for Aviva Premier customers who undertake regular valuations, the condition of average will automatically be waived, providing further protection from underinsurance (particularly for partial losses). This means that, where a customer needs to make a claim and their sum insured, including the automatic uplifts mentioned above, turns out not to be adequate, we will deal with their claim without applying any proportionate reduction for the condition of average. 19

20 Business Interruption calculator Our online Business Interruption calculator tool uses key information about your clients business to recommend the level of insured profit required, along with the indemnity period necessary should a major loss occur. What s more, when you use the calculator and apply for the recommended cover, we ll give your clients the following enhanced cover free of charge, to make sure they aren t underinsured: additional 12 months indemnity period over and above the recommendation (and proportionate increase in sum insured) to allow time for unexpected delays 150% uplift for declaration linked policies to cater for unforeseen positive business trends removal of average provision from the policy. Increased liability limits of indemnity While the incidence of people getting seriously injured at work is low, the impact of these injuries can be catastrophic for the individuals concerned. Damages can amount to more than 10 million for the most serious injuries. The recent changes to the discount rates now mean such damages are likely to increase further. We are committed to offering increased limits of indemnity for both Employers Liability and Public Liability. We can offer limits up to 50 million, avoiding the need to arrange excess layers and making things easier for you and your clients. 20

21 An underwriting approach to help you win more mid-market business Our expert underwriters are an asset to both our business and yours. They re focused on delivering a first-class service to you and your clients, and they re regionally aligned in trading locations across the UK, from Exeter to Perth. Plus, we provide mobile underwriters, so you can rest assured that not only do all our underwriters really understand your locality, they also have the proven ability to provide bespoke underwriting based on local knowledge. Aviva Premier is genuinely exciting for our underwriters. This is because it offers the tools to provide a market-leading proposition that rests on common sense, expert knowledge and finding solutions that are beneficial to all involved. Our underwriters use a collaborative approach. They ll strive to understand what s important to you and your clients. They ll get to know your client often visiting them to really understand their world before using the flexibility that Aviva Premier provides to tailor each case to their needs. 21

22 Trading tools to help you support your clients Aviva Premier is about supporting your larger, more complex mid-market clients who demand a proposition tailored to their needs. We have a range of tools available to support us in building long-term and mutually beneficial tripartite relationships. Our underwriters will work with you to identify which are the appropriate trading tools to reflect both your and your clients needs, providing a bespoke underwriting approach at the right price. Exclusive quoting Long-term policy arrangements Profit shares Flexible approach to policy conditions Most competitive prices to reflect risk-aware nature of an Aviva Premier customer Business support funding to part or fully fund risk management and prevention-led solutions. Fair Presentation of Risk Guarantee For customers who demonstrate care and understanding about their disclosure and want to work exclusively with Aviva in a long-term partnership, our underwriters can offer a Fair Presentation of Risk Guarantee. This means that we will limit your disclosure to what we have asked for and what you have told us during the application, waiving our right to any additional information (excluding any information deliberately or recklessly withheld). 22

23 Fixing things fast Aviva Premier is all about providing a dedicated claims service. Not only is it committed to fixing problems when they happen as quickly and efficiently as possible, but it s also designed to support you and your clients through every step of the claims process. Our claims management team work with our Aviva Premier customers as a trusted part of their business. From identifying situations where claims may arise (such as adverse weather) right through to regular claims reporting. A flexible claims relationship 24 The right resolution for your clients 25 What does Aviva Premier claims mean for you and your clients? 26 23

24 A flexible claims relationship Aviva Premier gives you and your clients a claims relationship manager. Their role is to act as a focal point for claims. They ll establish a tripartite relationship between you, your clients and our Centres of Excellence. This means they can really get to understand your clients individual business needs, make sure our claims handlers understand them too and work with you to give each client an exceptional claims experience. Aviva always deal with claims in a professional way and their dedicated handlers are responsive and easy to get hold of. With the desktop surveyors, some claims can be validated and settled much more quickly. Yvonne Bannister, R.T. Williams Insurance Brokers Ltd Working together We do more than just service claims. We re here to help you and your clients should the worst happen, with the aim to get them back to normal as soon as possible. Your claims relationship manager will meet with you and your clients as often as necessary. They ll get to know your clients business, find out what matters to them and analyse claims data. This helps to speed up claims, keep costs down and get them trading again quickly, if the worst should happen. Integrated claims and risk management It s not just about settling claims. We want to help to prevent them. That s why your claims relationship manager will work closely with your risk consultant to make sure that any risk exposures identified through claims are mitigated swiftly. 24

25 The right resolution for your clients Dual claims remedies for innocent non-disclosure Disclosing all material circumstances is the key to ensuring your clients policy will respond in the event of a claim. However, knowing what needs to be disclosed and gathering that information is often complex. Despite the best endeavours, things can innocently not be disclosed in the way that they should have been. We want to go further in supporting customers with certainty on claims payments. Therefore, we are introducing a more flexible approach to claims where material information was either misrepresented or not disclosed our dual remedy option. Provided the incorrect or missing information was not provided or withheld in a deliberate, reckless or fraudulent manner we will provide the customer with a choice to either pay the additional premium we would have required and receive a full claim payment, or have their claim proportionately reduced as per the Insurance Act, whichever is more beneficial. In many instances, this approach will provide a better outcome than those available under the Insurance Act. Since the outcome will never be worse than the position under the Insurance Act, you can be assured that Aviva are not contracting out of the Act. It should be noted that all other remedies regarding application of terms and conditions or acceptance remain unchanged from those set out in the Insurance Act. Aggregation of sums insured This means that in the event of a property damage claim we will apply a flexible approach to the sums insured at each premises by combining selected sums insured together at the premises affected, to form one overall sum insured. This provides us greater flexibility in settling any claim where the overall sum insured at the premises is adequate but the allocation of sums insured between the various items may not be. 25

26 What do Aviva Premier claims mean for you and your clients? Aviva Premier provides a collaborative approach to claims where you, your client and Aviva work together to achieve an effective claim settlement. 1. We ll Claims relationship manager Our claims relationship managers will do everything they can to make your Aviva Premier clients claims go as smoothly as possible. 2. We Client meetings get to know your client s business so we can tailor our claims service to their individual needs. 3. Claims reviews can provide regular claims reviews, including bespoke client information to improve risk management and claims performance. 4. Your Consultancy We can provide consultancy on how to improve claims performance, both service and financial. 5. Visits clients can come and visit our claims centres or we can go and see them. It s all about understanding their business better. 6. Ongoing support We re here to support your clients every step of the way in managing claims. If you need support or advice, just get in touch. 26

27 To find out more about Aviva Premier, simply visit broker.aviva.co.uk/midmarket or call your Aviva sales manager, who will be happy to help.

28 Retirement Investments Insurance Health Aviva Insurance Limited, Registered in Scotland Number Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.