Aviva, an insurance company, has announced that it is working to improve the turnaround times for protection applications that require underwriting and a GP report. This comes after an adviser revealed that one particular application was expected to take 39 working days to be assigned to an underwriter.
According to Daren Boys, Aviva’s protection portfolio distribution director, over 80% of protection applications are still being processed efficiently through the company’s straight-through process, with strong service levels for most new business cases. However, a small number of applications are taking longer than usual to complete, primarily those that involve more complex underwriting and require a GP report.
Aviva understands the impact of these delays and is actively addressing the issue through targeted interventions and additional resourcing. The company has already begun to see improvements in turnaround times and is confident that these measures will continue to deliver steady improvements in service levels over the coming weeks.
Boys reassured advisers that Aviva is committed to resolving the issue and improving the overall service experience for customers. The company’s efforts to improve turnaround times are focused on reducing the time it takes to process applications that require a GP report, which is a critical step in the underwriting process.
By investing in additional resources and implementing targeted interventions, Aviva aims to streamline its underwriting process and reduce delays. The company’s goal is to provide a more efficient and effective service to its customers, while also improving the overall experience for advisers and their clients.
Overall, Aviva’s efforts to improve turnaround times for protection applications demonstrate the company’s commitment to providing a high level of service to its customers and advisers. By addressing the issue of delays and investing in additional resources, Aviva is working to ensure that its customers receive the protection they need in a timely and efficient manner.