Aviva to update commercial motor claims visibility on Acturis for brokers

Aviva is looking to expand the commercial motor claims information available to brokers through its Acturis API from November 2026, according to Paul Dyer, head of commercial motor at Aviva.

Speaking exclusively to Insurance Times, Dyer noted that this move was being made in response to brokers looking for more information on claims beyond reserve updates, with the insurer seeking to reduce the number of unneccessary calls.

He explained that 121 brokers are currently connected to Aviva through the Acturis API and, therefore, his priority is to stay “ahead of the game” by making its process “as seamless as possible”.

He continued: “We’re in the process of adding an additional capability to our Acturis API which will make notes visible to brokers, giving them even more visibility on the progress of their clients’ claim.

“This will be made available for brokers connected to the Acturis API from the end of this month.”

Providing broker’s visibility

More broadly, Dyer explained that the insurer’s wider investments in technology were designed with the same aim to “give brokers greater visibility and a more proactive, efficient service”.

For example, Aviva’s claims tracking tool allows brokers’ customers to monitor the progress of a claim online and receives just under 13,000 hits a month.

He explained that the “self-serve” technologies enable customers to access routine claims updates without having to contact Aviva.

And, for commercial customers, where “time is money”, he said that this drives “better customer outcomes and efficiencies”.

Drawing from his two year stint as a head of UK claims at Marsh, Dyer said that when he joined Aviva in his current role in July 2026 he knew that reducing the complexity brokers face when navigating different insurer systems was essential.

He continued: “When you work for an insurer, you can be a little naive around what brokers do and how their book is made up.

“My biggest learning is that brokers tend to only have a small amount in their book with insurers so when we’re trying to implement technology, the broker may have 25 different insurers they deal with and all of them may have different types of technology. What we need to design is something that’s slick and helps the broker service their claims as effectively as possible.”

Accelerating claims

Alongside providing greater visibility, Dyer stressed that another priority was speeding up the claims journey using its nationwide network of vehicle repair centres.

With 40 Solus garages across the UK, Dyer said that they “repair cars 50% quicker than the industry average”.

This is particularly beneficial for controlling credit hire costs, he explained, as the insurer can offer third parties repairs and a replacement vehicle through its own network.

He added bringing third parties into the insurer’s network also provides a potential customer-acquisition opportunity.

“By being able to repair the cars quicker, it really helps with the proposition and the service we provide our customers as well,” he continued.

“Plus, the advantage of capturing third parties and bringing them into the Aviva network gives us the opportunity to try and woo them and hopefully when their renewal’s due the following year, they’ll come to Aviva as well.”