Aviva Canada Inc., Canada’s second largest home, auto and business insurance group, has become the first and only insurance company in Canada to offer clients an end-to-end money back claims service guarantee. Aviva’s new Claims Service Satisfaction Guarantee was launched on a national scale April 7, 2008.
The service was pilot tested in Alberta from December to March before the national rollout to great success. Under terms of the plan, an Aviva claims representative sets out clear expectations up front with each claims customer so they fully understand the level and quality of service they will receive. The Guarantee is end-to-end and applies to the entire claims process from start to finish, not just how quickly a representative answers the phone or returns a call.
“Our new Claims Service Satisfaction Guarantee is another example of how Aviva Canada is changing insurance,” says Robin Spencer, President and CEO, Aviva Canada. “This one-of-a-kind offering is an extremely exciting proposition for Aviva, our customers and the insurance industry. It is a new way of thinking, a new way of doing business and proves to Canadians we are here for them.”
“Aviva wants to set a new bar in customer service,” adds Greg Somerville, Executive Vice President, Aviva Canada. “If a customer is unhappy with the service they have received after speaking with a representative, and we are unable to remedy the situation, we will pay them an amount equal to the full value of their annual premium in addition to their settlement amount. If we fail to deliver on our promises, then our clients deserve their money back. Nobody else is doing this in the industry and it’s a true reflection of Aviva’s commitment to putting customers first.
“Every Aviva customer will receive the best customer service possible, and we will make sure they are completely happy with their experience,” continues Mr. Spencer.
Details about Aviva’s Claims Service Guarantee can be found at: www.claimsguarantee.com.
About Aviva Canada Inc.
Aviva Canada Inc. is one of the leading Property and Casualty insurance groups in Canada, providing home, automobile and business insurance to more than three million customers. Our group of companies has more than 3,200 employees, 40 locations and more than 3,000 independent broker partners. Aviva Canada’s products and services are delivered across the country through its operating entities: Aviva Pilot; Aviva Traders; Aviva Elite; Aviva Scottish & York; Aviva Insurance Company of Canada; and S&Y Insurance Company. Aviva Canada Inc. is a wholly-owned subsidiary of UK-based Aviva plc, the world’s fifth largest insurance group. Please visit our web site at avivacanada.com or share your thoughts on insurance at changeinsurance.ca.Tags: Aviva, industry first