Aviva now turns around 75% of digital SME referrals within 60 minutes, up from 33% at the start of the year, as the insurer pushes for faster service.
Aviva now turns around more than three-quarters of its SME new business referrals placed digitally within 60 minutes, up from just over a third at the start of the year.
Rebecca Gambrell, managing director of SME and delegated authorities at Aviva, said the insurer is pushing to improve those metrics further.
“It’s really important not to be like we’ve done it now, and then forget about it,” Gambrell said. “It’s always evolving, and volume and demand constantly change.”
The faster turnaround applies to referrals submitted through Aviva’s digital platform. Gambrell said the team reviews the process on a weekly and daily basis.
“That will continue to be the focus; to try and improve that and ensure that service consistency is there and improving,” she said.
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