How Aviva Is Simplifying Its Claims Process

Aviva Canada has worked with provincial regulators to simplify its products and the claims process for customers. “We’ve done that specifically for [accident benefits], where we got a lot of feedback from customers that the forms were confusing, they didn’t know when to submit them, that there’s a lot of them,” said Bryant Vernon, Aviva Canada’s chief claims officer, in an interview with Canadian Underwriter Monday. “So, we worked with regulators just to understand what was being done for us and what was being done for [customers]. The stuff that was being done primarily for our own benefit, we tried to eliminate that as much as possible and put more trust in the customer.”