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Aviva Canada and Accident Support Services launch first real-time, automatic claims process


February 7, 2019   by rosemary

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TORONTO, ON, FEB. 7, 2019/insPRESS/  – Accident Support Services International (ASSI) and Aviva Canada have officially launched Canada’s first
automatic First Notice of Loss (FNOL) service at all Collision Reporting Centre (CRC) locations, following a highly successful pilot period last November. Starting today, customers may report their collisions to Aviva and automatically create a claim, right from their CRC location. Customers will also be signed up to receive SMS and email notifications for key information such as their claim number, the contact information of their assigned claims adjuster, and the status of their claim as it progresses.

Following an accident, roughly 70% of policyholders visit a CRC across Ontario and Alberta before contacting their insurance company. Approximately 16,000 claims are reported every year from CRCs to Aviva Canada. Through this digital solution, customers’ claims will be resolved even more quickly and efficiently, and customers will benefit from knowing the status and key decisions on their claims through the notification solution.

“Ordinarily, it takes anywhere from 24 to 72 hours for a CRC incident report to make its way to Aviva and for an adjuster to be assigned. In this day and age, that’s just too slow. We’re now receiving new claims immediately and eliminating the need for customers to repeat information that they’ve already provided to the CRC,” says Bryant Vernon, Chief Claims Officer at Aviva Canada.

“Getting into an accident is already a stressful event, so we are very excited about this integration and how it improves and streamlines the process for all citizens reporting an accident. Drivers not only have to tell their story once, they will also be relieved when they receive the claim number and information before they leave the CRC,” says Rick Yates, VP of Insurance Program at Accident Support Services International.

“Through this partnership, we’ll be able to assist customers in real-time with key decisions on how to handle their claim in a manner that’s best for them. Our customers will leave the CRC with the peace of mind that we have their claim and are actively working to get them back on the road,” continues Bryant.

The FNOL service was designed according to the established standard by CSIO (Centre for Study of Insurance Operations) and will allow Aviva to extend the service to brokers through Broker Management Systems in the future. The service also enables Aviva to work with other ecosystem vendors and InsurTech players as new service models emerge.

ASSI is available to work with all insurance partners to facilitate the FNOL process and improve the flow of information, pictures and data to expedite the claims process and get drivers back to normal as quickly as possible.

This initiative was the subject of a 2019 Insurance-Canada.ca Technology Award (ICTA) nomination: “Connecting to Improve Customer Claim Service.”

About Accident Support Services International

Accident Support Services International has been in the business of providing assistance in accident/collision reporting to insurers and police since 1994. We are the only provider of full police accident reporting along with a complete series of photographs and fraud detection services in North America with a focus on customer service and convenience. Your policyholder can now report their accident, have all the information and pictures provided to their insurance company within minutes of reporting, and leave with a claim number and next steps to complete their claim.

For more information, visit accsupport.com.

About Aviva Canada

Aviva Canada is one of the leading property and casualty insurance groups in the country, providing home, automobile, leisure/lifestyle and business insurance to 2.8 million customers. A subsidiary of UK-based Aviva plc, Aviva Canada has more than 4,000 employees focused on creating a bright and sustainable future for their customers and communities.

Aviva Canada invests in positive change through the Aviva Community Fund, Canada’s longest-running online community funding competition. Since its inception in 2009, the Aviva Community Fund has awarded $9.5 million to more than 400 charities and community groups nationwide. Aviva Canada, bringing over 300 years of good thinking and insurance solutions to Canadians from
coast to coast.

For more information, visit aviva.ca.

About Centre for Study of Insurance Operations (CSIO)

CSIO is Canada’s industry association of property and casualty insurers, software providers and over 36,000 brokers. CSIO is committed to improving the consumer’s ease of doing business within the broker channel by overseeing the development, implementation and maintenance of technology standards and solutions such as eDocs, eDelivery and eSignatures. In addition, CSIO
operates the industry-owned mail network service, CSIOnet. CSIO maintains offices in Toronto and Montreal. For more information, visit www.csio.com.

Source: Aviva Canada


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