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Announcing improvements to our online services

Sep 16, 2019, 09:40 AM
We've listened to your feedback
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We’re always working to make our online systems and processes as simple and user-friendly as possible. That’s why we’ve made some positive changes to some parts of the adviser journey that will help resolve some of the issues advisers like you have highlighted.


Save and Retrieve

We’re introducing a ‘save and retrieve’ function as part of our quote journey.

Currently, our system saves a quote whenever an adviser produces one, so it can be difficult to access quotes quickly when you go back into Aviva for Advisers. To make things simpler, when an adviser hits the ‘get quote’ button it will now overwrite any previous versions and remove them from the basket.

We understand there may be circumstances where it’s helpful to be able to compare different quotes. For that reason, we’ve included an opt out button that prevents quotes being overridden, providing full control over the quote basket.

Find out more about ALPS

Tracking notifications

We’ve made some changes to improve the value of our tracking and push notifications service.

We have changed the wordings of our tracking notifications, making them clearer and more informative. For example, Evidence Item no longer required: AMRA Consent has been updated to Underwriting no longer require your client’s paper medical consent form and will let you know if any further action is required.

We’re also including a next-best-action comment for our top 30 notifications,so you know what you, your client or Aviva need to do in order to progress your application. 

Download your tracking guide

Underwriting question set

We are constantly looking to improve the underwriting process; we want advisers and their clients to be clear on what they should and shouldn’t tell us during their application. Having looked at our claims experience, we have identified areas where there may have been ambiguity and are making changes to remove this.  

To create an experience that’s better for both the adviser and the client, we have made improvements to our application question set. We’ve added references to conditions that weren’t immediately recognised as needing to be disclosed. Although this results in a slight increase in the number of application questions, we believe this is offset by the comfort of us having all the data we need up front, providing certainty and some faster payments in the event of a claim. Our data capture forms have also been updated to reflect these changes.

Visit our Underwriting Centre

Underwriting Financial Limits

We’ve also taken the opportunity to review our underwriting financial limits, recognising the evolution of clients' financial circumstances and protection needs. We are pleased to announce that we are making significant improvements to the financial underwriting limits, meaning fewer people will need to provide further financial information during the underwriting process. This makes things faster for both you and your clients and supplements the dedicated High Value service that we provide.








Life Insurance





Critical Illness Cover





We will be implementing these changes from 15 September 2019, and we’re looking forward to improving our service. You can find out more about our online services here.

AL99209 09/2019

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