Aviva says sorry to broker partners over delays in addressing issues with new collection system

Aviva has apologised to brokers following problems with its new collections systems.

Intermediary and Partnerships director Janice Deakin, speaking in an email seen by Insurance Times, said: “I want to apologise for the length of time it has taken for us to start to address the issues you and your teams have been raising and for the extra work this has caused .

“The support and patience that you have shown me and the rest of my team during this difficult period has been tremendous and is testimony to the relationships we have built. I realise that we are really testing these relationships and that your patience is starting to run out.

“Please be assured that we are fixing the problems we have caused, and that over the next few weeks you will start to see significant progress.”

Deakin said Aviva had taken a number of steps over the last week to speed up response to queries including creation of a dedicated IT team, an agreement to spread instalment payments in particular cases and waive all items under £5 or within a tolerance limit of £5 on statements.

Read this week's Insurance Times interview with Janice Deakin.