Aviva is one of the first insurance companies to receive the "AFAQ service commitment" certification for the payment of death benefits.
Aviva is one of the first insurance companies to receive the "AFAQ service commitment" certification for the payment of death benefits. With the 18 commitments of the 194-01 benchmark system, Aviva has once again proved its dedication to offering its customers a top quality service.
This certification demonstrates Aviva's active commitment to the beneficiaries of savings contracts; Indeed, it is only awarded to companies that comply with a number of criteria regarding service commitment, organisational arrangements, case handling and case follow-up. This certification is issued by AFAQ AFNOR Certification, the French leader renowned for its ethics and experience.
An asset to reduce escheated policies
Obtaining the "AFAQ service commitment" certification is part of the policy to constantly improve quality of service that Aviva has been pursuing for several years, and bears witness to the steps the insurer has taken to limit the number escheated policies. The French Médiateur de la République (Ombudsman) recently announced an increase in escheated policies, despite the creation of the Agira system, which allows members of the public to check whether they are the beneficiary of a life insurance policy of a deceased person. With this certification and the 18 service commitments, Aviva undertakes to actively look for beneficiaries and reduce the number of escheated policies.
A dedicated Inheritance Department
Aviva pulls out all the stops to pay death benefits promptly. To uphold this commitment, Aviva has created a dedicated Inheritance Department, which ensures:
- Speed and 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 and proximity
A single contact person, effective telephone support, perfect coordination with the sales network, assistance with difficult administrative procedures... Aviva offers a high quality service to every beneficiary. - Control and 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 policyholder... all in the strictest confidence. Aviva's inheritance consultants can verify the progress and status of each case, at any time.
Aviva's inheritance cases are organised and managed meticulously, guaranteeing peace of mind and satisfaction for its clients.
-ends-
Press contacts:
Aviva Vie
David Chenu
Telephone: +33 (0)1 7662 6792
E-mail: david_chenu@aviva.fr
HDL Communication
Valérie Dudoit
Telephone: +33 (0)1 5865 0118
E-mail: vdudoit@hdlcom.com
Notes to editors:
Aviva is one of Europe's leading providers of life insurance and pensions with strong positions in other markets around the world. In terms of gross premiums, Aviva is the world's fifth-largest insurance group.
Aviva operates in three main areas: life insurance and long-term savings, asset management and non-life insurance. Its annual premium income, according to the EEV principles, totals £30.7 billion and its assets under management stood at more than £364 billion at 31 December 2006.
Press releases are available on the / and http://www.aviva.fr/ websites.