One year after obtaining “AFAQ service commitment®” certification for its Inheritance Department for the payment of death benefits, Aviva has just had this confirmed by the AFAQ AFNOR Certification body.
One year after obtaining "AFAQ service commitment®" certification for its Inheritance Department for the payment of death benefits, Aviva has just had this confirmed by the AFAQ AFNOR Certification body. This confirmation demonstrates the reliability of the processes implemented and the quality of Aviva's service. It also proves once again the importance of customer satisfaction in Aviva's Good Advice approach.
With the law of 17 December 2007 concerning unclaimed contracts imposing further obligations on insurers for the processing of death benefits, the AFAQ AFNOR Certification body, the French leader renowned for its ethics and experience, has confirmed Aviva's commitment in this area.
As certification is not awarded once and for all, Aviva has undertaken to measure the satisfaction of death benefits beneficiaries each year. So, the company surveyed 4,400 people who had been beneficiaries during the period from January to August 2007. The response rate for this survey was over 15%.
The survey revealed that 77% of those surveyed awarded the Company a mark of over 8/10 for overall satisfaction, the average mark being 8.2/10. One of the main aspects of this survey concerns the time taken to process and pay out death benefits: 86% of beneficiaries are satisfied with Aviva's service in this area.
The advantages of "AFAQ, service commitment®" certification:
- Speed & efficiency
Thanks to the implementation of a real-time electronic document management system, Aviva can give immediate, ongoing attention to each case: 90% of payments are released within 10 working days of receipt of the full set of supporting documents. - Support & Proximity
A single contact person, effective telephone support, perfect coordination with the sales network, assistance with difficult administrative procedures if necessary... Aviva offers a high-quality service to every beneficiary. - Control & Quality Computerised case management, setting up of alerts (anomalies, new elements in the case), monitoring response times, precise analysis of the beneficiary clause of the policy of the deceased insured ... all in the strictest confidence: Aviva's inheritance consultants can verify the progress and status of each case at any time.
Aviva, one of the first insurance companies to receive "AFAQ service commitment®" certification for the payment of death benefits, proves its dedication to offering its customers a top quality service in the long term.
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Press contacts:
Aviva Vie
David Chenu
Telephone: 01 76 62 67 92
E-mail: david_chenu@aviva.fr
HDL Communication
Valérie Dudoit
Telephone: 01 58 65 20 16
E-mail: vdudoit@hdlcom.com
Notes to editors:
About Aviva
Aviva is the top life and pensions insurer in Europe and occupies a strong position in other markets throughout the world. Aviva is involved in three main areas, life assurance and long-term savings, fund management and general insurance. As at 31 December 2006, Aviva achieved a turnover of €61.9 billion and its assets under management amounted to €543 billion, making it the 5th largest insurer worldwide based on gross premiums.
With more than 150 years' experience in France, Aviva is among the top ten players in the insurance market. Aviva France is distinguished by a balanced multidistribution model which has proved itself: 875 general agents, 1,800 agency staff, 400 life advisers, more than 1,000 brokers, partners (Union Financière de France and Médéric). Aviva France's partners also include AFER, the leading association of savers in France, and the Crédit du Nord Group. Specialising in unit-linked products, Aviva is well-known for the performance of its long-term funds and its strong commitment to its customers through its Good advice approach. Aviva has more than 3,200 employees. As at 31 December 2006, Aviva France recorded a consolidated turnover of €6.4 billion, a consolidated operating profit of €689 million (based on intrinsic value - EEV/IFRS norms) and managed assets worth €72.9 billion.
About Afaq Afnor Certification
AFAQ AFNOR Certification: BP 40 - 92224 BAGNEUX Cedex.
Reference "Activités de gestion de dénouement de contrats d'épargne par décès de l'assuré" (Management of settlement of savings contracts following the death of the insured) No 194-0 1.
For more information please visit www.afaq.org/