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Platform FAQs

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Are distributions and natural income generated by assets paid Gross or Net

We automatically pay gross for asset groups that moved to paying gross income following the change in tax rules from April 2017. For asset groups still issuing dividends net of tax, we make gross payments to your clients. We then reclaim the tax from HMRC on both the ISA Portfolio and the Pension Portfolio.

Are non-UK currency assets available on the platform?

No, we only offer sterling denominated assets.

Can I select a specific asset within a model portfolio for disinvestment to pay fees and charges?

No, this isn’t possible. Fees are deducted from product cash where there is enough cash available to cover the charges.

Where there isn’t enough product cash, disinvestment will trigger proportionally across a client’s portfolio.

Can I select a specific asset within a model portfolio for disinvestment to pay income?

No, you can’t select specific assets (including model cash) to disinvest to pay income. The system will disinvest across the portfolio.

Post migration, this was handled on a per target basis i.e. disproportionately for those assets furthest from target allocation. This is different to how the old platform operated and we have reverted back (from 1st March) so the platform proportionately splits across all assets.

On the new platform you can choose which method you prefer. If you require a client’s withdrawal to be made from Product Cash, please make sure you specify this as part of the regular withdrawal process or edit existing regular withdrawals on the system.

Can I trade on an individual asset within a model?

Our model portfolios are effectively treated as a “Fund of Funds” which means all individual assets within the model can only be traded at that model level. To amend the assets within a model simply use the “edit” function to edit any existing portfolio to make the necessary changes.

To amend a model on an individual client basis use the “copy” function to create and make the necessary changes to the model. The client can then be switched into the new model.

Can you accept an inherited pension to a beneficiary who isn’t a UK resident?

Unfortunately we cannot accept an inherited pension from a non-UK resident.

Can you explain the difference between Product Cash and Model Cash and how migration has impacted cash holdings?

After migration we uncovered an issue where the construction of cash holdings for customers in models had been impacted.

The table shows the impact of the changes made at migration on customer’s cash holding:

Pre-migration Post-migration
All cash held within the product
No impact - cash migrated to product cash
All cash held within a model No impact - cash migrated to model cash
Cash held in both a product and within a model All cash migrated to model cash

This change meant that the value of holdings within models increased for some customers where cash moved from outside the model to cash within the model.

We have implemented a fix that will put any affected customers’ portfolios back to the expected values and asset allocation. To achieve this, we took the amount currently held in cash within the model and compared it to the target model cash weighting. Models holding excess cash over the model weighting were adjusted to remove excess cash from the model and return it to product cash.

We know that some advisers had already reviewed and adjusted their models since the migration and in these instances the model cash has been adjusted to reflect the desired holding within the model. These models did not require any further correction and were not adjusted.

Please note that we were unable to run this fix where there was a pending trade on an account. Therefore we put any accounts with pending trades in a queue, and will apply the fix as soon as the outstanding trades have completed.

When this process completes advisers will see a cash movement between model and product cash appearing in the customer’s transaction history to reflect the correction to the earlier issue.

Model cash is now treated as an asset in its own right and cannot be used to pay fees and charges or withdrawals.

Do I need to ensure money is held in product cash to pay fees (i.e. 2%) and only invest 98% into a model?

We do not insist on a set amount of cash to be held as product cash, but this is a good approach to prevent disinvestment occurring from a model portfolio.

However each firm must make their own choice on cash allocation, whether Product or Model Cash.

Does the platform pre-populate information?

Yes, you can pre-populate applications from a quote. We’ve also reviewed all of our existing business processes like payments and withdrawals to reduce the time it takes to complete.

Have you changed the products available on the platform?

We will still offer our existing product range. You can find out more about our products on our product pages

Have you stopped taking Direct Debits?

Please visit the Aviva Platform whiteboard for further updates.

How are model portfolio deposits and withdrawals treated?

Post migration, this was handled on a per target basis i.e. disproportionately for those assets furthest from target allocation. This is different to how the old platform operated and we have reverted back (from 1st March) so the platform proportionately splits across all assets.

On the new platform you can choose which method you prefer. This is set at model level; if you want to treat clients differently then two versions of the model portfolio would need to be created.

How can I edit and view a model I have created by me?

Models can be viewed and edited from the ‘Model Portfolios’ area of ‘Platform Services’; however we are aware that some non-adviser users (administrator or paraplanner) are unable to create and edit models.

This is currently being investigated and you can find out more on our Aviva Platform whiteboard

How can I move multiple clients from Model A to Model B?

You can move multiple clients via the ‘Platform Service’ tab and then clicking on the “Bulk Switch” icon.

You will need to select the model to switch from and to, and any clients to exclude.

This process will use the Smart Switch process to prevent common assets being sold and re-bought.

How can my client register for MyAviva?

To register, please ask your client to visit our customer site . They’ll need either an activation code or their policy number to set up their account. Clients from the FNZ migration do not have an activation code and will be using their new AV number.

How did you tell my clients about the migration?

In September we wrote to all Aviva Platform clients to tell them about the migration and included their revised terms and conditions and direct debit information. In December we sent an update with key dates and trading restrictions which might have affected their accounts. You can find out more about client communications, including copies of client letters, on our dedicated page

How do I access client reporting?

Please visit the Aviva Platform whiteboard for further updates.

How do I print off details of my model portfolios?

There is currently no functionality to print details of model portfolios, but you can screen-print the page using 'Ctrl+Print Screen' or 'Ctrl+P'.

How do I tell if a bulk rebalance is in progress? And how do I know the online instruction is actioned?

Currently pending trades are not showing. The way to validate they have been completed is to wait for the unit statement to show within the client correspondence section (usually T+4). If you are moving from a Model to another Model the model name will change on the next business day.

How do Managed Portfolio Service fees work?

Your client will now only pay charges for the assets held in each model, regardless of the total value of the portfolio. You can hold multiple models within a single wrapper, mixing and matching between your own and those managed by a Discretionary Investment Manager. All of this gives you and your clients greater flexibility over investments.

How do you find models?

Your model portfolios can be located via the ‘Platform Services’ tab and clicking on ‘Model Portfolios’. Only adviser-created models are accessible through ‘Platform Services’ and any Discretionary Investment Manager (DIM) models will be visible when running an illustration.

When completing a quote, all available model portfolios (including DIM models) can be found at the asset selection stage.

If I’m selling down assets from an Investment Portfolio to fund an ISA Portfolio, when is the cash available for use?

The cash will be available for use once the trade is settled.

If there is a trustee on a case, would both the trustee and the client be able to view the platform online?

Yes, you can give both of them access on a read-only basis. You will be able to set this up with your regional support team.

Is there any training and support for advisers on the new system?

You can access our online training materials, including videos and guides, on our training hub. We recommend you bookmark this page for future reference.

What are the security measures in place to protect my clients’ data?

MyAviva is safe, secure and tailored to use on all devices. For more information, please visit our online services page or view our customer privacy policy.

What do I do if my client has a regular payment in place and I wish to trade between models?

Please redirect the regular contribution before trading.

If purchases are in process you may want to wait for these to settle before processing the switch.

Please note, we have had isolated reports that this generates a new Direct Debit advance notification, however there is no impact on the client.

What format is reporting available in?

Business reports are available in Excel format. For updates about the availability of our client report PDF, please see our Aviva Platform whiteboard


What if my client has problems with MyAviva?

Your client can call our MyAviva helpdesk on 0808 1010 860. Please note that this number is for customers only.

What is Smart Switch and when does it work?

The Smart Switch process was introduced on the Aviva Platform to prevent common assets being sold and re-bought when switching between models. Smart Switch will only work with model to model trades. If the trades include individual assets this will be carried out as a standard switch.

What paperwork do I need for client and income drawdown declarations?

Please visit the Aviva Platform training hub where you will videos and guides that provide details of the new signature-lite process.

When will you update MyAviva and aviva.co.uk to enable a client to view all assets held in a Model Portfolio as they currently only see the Model name?

There is a known issue with MyAviva preventing this view. We’re working on a fix to resolve this.

Where is your Capital Gains (CG) report and does it work?

The CG report can be found on the right-hand navigation within your client's Investment Portfolio account page. Please visit the Aviva Platform whiteboard for further updates.

Which browser works best with the platform?

Chrome is the recommended browser, but the Aviva Platform works with most up-to-date browsers including IE 11.

Why are employee contributions being grossed up?

Please visit the Aviva Platform whiteboard for further updates.

Why aren't all issues posted on your Whiteboard?

We're posting the main issues on the whiteboard. If you have a specific issue that's not listed please contact your usual Aviva Contact.

Why can I only see some of the models from a Discretionary Investment Manager (DIM)?

Permission to a model is granted on a model by model basis. The DIMs are currently in the process of re-permissioning models to those advisers that lost access during migration.

As this process is carried out at model portfolio level, it may take some time for all models to become visible again.

Why can’t I find the Cash Deposit Fund?

The Cash Deposit Fund does not exist on the new platform. Any holdings in this fund were migrated as cash.

Following the product cash changes excess cash holdings are now held as product cash, you can drip feed from product cash. There’s no difference between the old Cash Deposit Fund and Product Cash – other than Cash Deposit Fund was a unitised version.

Why can’t I get a top up quote?

Please visit the Aviva Platform whiteboard for further updates.

Why can’t I see a model?

Model access for viewing and editing is dictated by your permissions access on our systems. These are set when a model is created and users who are granted 'edit' permissions can change these on an ongoing basis. At migration we encountered issues where the permissioning of models on the old platform differed from the FNZ system, this led to permissions being restricted further than they were prior to migration. To resolve this, changes were made to allow:

  • All advisers in your firm to be able to view and transact on the models
  • All advisers to be able to buy into the Models for new customers / business
However, it does not allow:
  • Newly added advisers to edit the model, although they can still copy a model

Where there are still permission issues, the primary route to resolution should be to ask the individual who is listed on the system to edit the model and change the permissions. If this isn’t possible then copying the model will allow different permissions to be set for the copy. Access can be set to Paraplanners and Admin.

Why can’t my client access MyAviva?

Please visit the Aviva Platform whiteboard for further updates.

Why can't I print a PDF transaction confirmation as we did on the ‘old’ platform?

You can downloaded an Excel spreadsheet instead, which can be accessed from the transactions history page (top right hand corner).

Why do my model portfolios have ‘none’ in the title?

The 'none' refers to the fact that there is no rebalancing set on the model.

Why do my quotes time out?

Occasionally quotes can take a while to load due to the number being produced within the system. Try pressing the F5 key, in some cases the illustration then generates without having to wait.

Why do quote and illustration PDFs not upload?

Occasionally quotes can take a while to load due to how many are being produced within the system. Try typing F5, in some cases the illustration then generates without having to wait.

Why does the platform show that I have assets held outside my model, sometimes with a zero balance?

This is a current known issue and we’re working on a fix to resolve. You can find out more on our Aviva Platform whiteboard

Why doesn’t a rebalance show on transaction history?

We know that rebalances are not reflected clearly on transaction history. The underlying trades are going through as expected and rebalances are working correctly.

We will look to make improvements to the transaction history once critical issues have been addressed.

Why is my remuneration statement wrong?

Please visit the Aviva Platform whiteboard for further updates.

Why is there no information on the ‘free text’ part of the transfer tracker?

Free-text is controlled by the Aviva operations team who can override the standard text. This is used to provide more case-specific notes.

Will Aviva use MyAviva to cross-sell other products to my clients?

Aviva are committed to working with advisers and we encourage clients to discuss their policy and future financial needs with their advisers. We won’t cross-sell any products that you already help clients with.

Would a bulk rebalance be affected if some of the clients have regulars set-up e.g. will it part rebalance?

No, rebalances are not impacted by regular payments.

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WA05129 02/2018