Aviva has launched a series of online guides aimed at providing brokers with more details about the claims process which they can then use to help customers understand what to expect in the event of a claim.

The series of six guides includes "The Little Book of Claims", which explains Aviva's overall claims service as well as five guides detailing each specific class of business – commercial motor fleet, commercial property, liability, personal motor and personal property. Each book contains essential claims information including contact information and a check list to ensure the right information is provided during the first call to a claims expert.

The guides can be downloaded as PDFs from Aviva Broker www.aviva.co.uk/broker and will be updated regularly meaning that brokers will always have access to the latest information relating to the claims process.

Felicity Corrigan, claims propositions manager at Aviva, said: “We know that when a customer needs to make a claim this is probably the most important time to demonstrate not just the importance of insurance but also our ability to deliver an excellent claims service. 

“The new claims guides provide everything a broker needs to help them explain the process in a clear and concise way to their clients as well as providing more in depth information for brokers. This includes details of key contacts, information on our network of suppliers and repairers, how we manage them, the guarantees the customers get when they use them, and how we’ll look after customers from the first call right through to settlement.”