Aviva joins SignLive to offer British Sign Language interpretation for customers

01 Jun 2022

Woman using SignLive on a mobile phone
Image courtesy of SignLive
  • The free-of-charge service connects users with a certified British Sign Language (BSL) interpreter who can enable a real-time conversation with an Aviva representative.
  • The service makes it easier for deaf customers to communicate with Aviva in their first language.
  • Customers are able to discuss home and motor insurance claims and customer service issues, with other services planned in the near future.

Aviva is giving customers the ability to communicate using British Sign Language (BSL) when calling the company through a new partnership with interpreting service SignLive.

The free initiative enables Aviva’s home and motor insurance customers to connect via video with a certified BSL interpreter who can provide two-way translation and enable a real-time conversation with an Aviva representative.

BSL users who have never tried SignLive before will need to complete a short one-off registration. They will then be able to find Aviva in the Community Directory and simply press “call” to connect.

Customers can initially discuss claims and customer service queries, but there are plans to offer other services in the near future.

BSL is used by a total of 151,000 individuals in the UK, among them 87,000 deaf people for whom it is their preferred language.1

It is set to receive legal recognition in England, Wales and Scotland when the the recently-passed BSL Bill receives Royal Assent later this year.2

Charlotte Moran, Aviva’s Director of Customer Operations, says: “We’re committed to making our services as accessible as possible and it’s vital that our customers can communicate with us in a way that’s right for them.

“We’re delighted and proud to be partnering with SignLive on this scheme and look forward to working with them to make it even easier for our deaf customers to receive the support they need.”

Craig Butcher, an Aviva employee and BSL user who worked on the project, says: “Using SignLive makes a world of difference because it removes the need to rely on emails.

“Having a BSL interpreter on screen gives a sense of inclusion and it is great that Aviva will be empowering deaf customers to deal with their own finances independently.”

Joel Kellhofer, CEO of SignLive, says: "We’re so pleased to be working with Aviva and commend their push to become more accessible to customers.

“This partnership will make the home and motor insurance process so much easier for deaf customers, giving them a way to communicate with Aviva in their first language."

Customers can visit Aviva’s website to find out more.

-ENDS-

Sources

1 Source: British Deaf Association (BDA)

2 Source: gov.uk 27 April 2022

Media Enquiries

Jon Welch

General Insurance – Commerical Lines

Notes to editors:

  • We are the UK's leading diversified insurer and we operate in the UK, Ireland and Canada. We also have international investments in India and China.
  • We help our 19.2 million (as at 31 December 2023) customers make the most out of life, plan for the future, and have the confidence that if things go wrong we’ll be there to put it right.
  • We have been taking care of people for more than 325 years, in line with our purpose of being ‘with you today, for a better tomorrow’. In 2023, we paid £25.6 billion in claims and benefits to our customers. 
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