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Aviva Platform whiteboard

We have revised the status update board to keep you up to date with the current position on the Aviva platform.

If you have an area or an issue that isn't highlighted, please contact  or your usual Aviva consultant.

Quote and apply

Description Interim process Target fix date Last updated
 

When allocating assets on the model portfolio quote an error message will appear if a decimal place is used (ie 5.2%) stating that the allocation does not add up to 100%.

Avoid using decimal places on the asset allocation   TBC 13 February 21.34
We have resolved the issue on Core product charges on the wider illustrations but are aware of a further issues with Core charging which we are looking to resolve shortly.   N/A w/c 26 February

21 February

20:55

There is currently not a critical yield calculation on the platform illustration.  Use Aviva's critical yield calculator N/A  

2 February

10:10

Unable to process Pension transfer which includes a regular premium. Place key pension transfer first and then add regular  premium contribution.  21 February 19 February 13.06
Core discount illustrations Pension portfolio (Insured Funds within a model) and all drawdown illustrations do not include core discount charge. Contact your Account manager or operations support    w/c 26 February

21 February

20:55

Top up illustrations are currently unavailable. Please produce a new business quotation until resolution of the problem.   w/c 26 February  

21 February

20:55

Models and portfolio administration

Description Interim process Target fix date  Last updated

When switching clients between models an error message may appear where customers have regular payments in place.

This impacts full switches (by value of selecting “sell all”) Please turn off regular payments for customers before switching between models.  

21 February

20:55

At migration, any cash held outside of a model was auto swept into model cash. This has impacted clients being disinvested to fund charges/withdrawals.  

Fix to look at amount in cash on the model vs target cash amount and move surplus to product cash. w/c 19th February

21 February

20:55

For some DIM and adviser portfolios multiple versions, with differing charges exist.

Please move any impacted clients into the correct models. Once incorrect models are empty they can be closed. N/A  

21 February

20:55

Some advisers are unable to access model portfolios which they previously had access to.

A fix has been identified and shared with all impacted DIM to reposition their models to the correct advisers. Ongoing   

21 February

20:55

Monies in and out

Description Interim process Target fix date Last updated
There are some instances where customers have not received payments on phased drawdown. We will resolve this as an urgent priority.  

If a client has suffered a delayed payment and is in urgent need of income or a withdrawal please contact Platform Services on 0800 056 2026 or email advisedplatform@aviva.com

w/c 5 March  

21 February

20:55

There are some instances where customers have not received their payments due on 9 February. We will resolve this as an urgent priority.

If a client has suffered a delayed payment and is in urgent need of income or a withdrawal please contact Platform Services on 0800 056 2026 or email advisedplatform@aviva.com

w/c 5 March  

21 February

20:55

 

CHAPS payments may be unsuitable for pooled accounts due to some banks requiring specific customer details in order to allocate to their correct customer. Select BACS as method of payment  N/A  

21 February

20:55

Adviser remuneration

Description Interim process  Target fix date Last updated
There are some issues with payment of initial advice charge to a limited number of firms. We are looking at this issue as a priority and will make any outstanding payments by COB 14 February.  N/A Complete

21 February

20:55

There are delays to disinvestment which has resulted in a delay to adviser fees being paid. We are looking to resolve as a priority

N/A All advisers will receive the full accrued OAC due to them by early March

21 February

20:55

 

In addition, we’ve incorrectly paid a number of advisers for January, paying out more than the adviser charges due. We’ll start recovering these additional payments from March. 

 If you’re affected, we’ll contact you to explain the situation and our approach before we recover any money.  From March  

21 February

20:55

As previously communicated in key transactions and important dates, If you access your remuneration statements via the platform your final 'pre-migration' statement won't be available online. Contact your usual Aviva contact who will be able to provide this for you.  N/A

5 February

10:47

Back office, MyAviva and adviser access

Description Interim process Target fix date Last updated
 

Historic correspondence needs to be migrated onto the new system. This was intended to be migrated at the point of migration but has unfortunately been delayed due to an error with the data file. We will phase these documents onto the new platform over the next few months.

 

If you require copies of historic correspondence please contact Platform Support.

April 2018 

21 February

20:55

All back office systems are experiencing a problem with valuations from Aviva where the holding includes model portfolios and some Discretionary Fund Managers.   Fixed w.e. 16 February  

19 February

12.41

A problem exists in the Aviva feed to Dynamic Planner which affects recommendations.

Valuations to Dynamic Planner now fixed

  w/c 26/02/18  

21 February

20:55

 

Due to customers trying to use their legacy account numbers they are unable to register on MyAviva. You can find your customers new AV2xxxx account number by going into 'Platform Services', and generating a 'client by adviser report' under 'Business reporting'.  N/A  

21 February

20:55

We are experiencing high call volumes into our Platform Support team. Visit the platform migration hub for any training support, including 'How to' videos N/A

6 February

14:25

Platform client search showing intermittent issue. As an alternative way to search for your Platform clients simply log in to Aviva for Advisers and click the 'Platform Services' tab. Once you’ve done this the 'Platform clients' tab will appear for your client search. 12 February  

6 February

14:25

 

 

Customer access on MyAviva  If you have a customer who experiences a problem please refer them to the helpline 0808 1010860 or email myaccount@aviva.com who will assist the individual through the process.   N/A 21 February 10.05
Corporate clients, trustees, clients through adviser-branded access and Power of Attorney client require a different access for MyAviva.  For these clients please contact Platform Services on 0800 056 2026 or email advisedplatform@aviva.com to register them for access.    N/A

21 February

20:55

Reporting

Description Interim process Target fix date  Last updated
Client report is currently not available. We expect to resolve this shortly. N/A 23 February

21 February

20:55

CG tool is currently showing all assets a customer holds. N/A w/c 26/2/18.   

21 February

20:55































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