Aviva : Our customers

Claims assessor, Lisa: My name's Lisa Jordan and I work on the claims assessment team in York.

I deal with inbound calls from customers regarding death claims or critical illnesses. Some customers just want to give you the information and get off the telephone and other customers really need like a phone hug and just somebody on the other end of the phone to reassure them.

It's about the customer and putting them at ease at such a difficult time.

[Start of excerpt from a call between Lisa and a distressed widower]

Claims assessor, Lisa: 'We can look at paying the funeral bill out of the funds.'

Aviva customer: 'That will be extremely kind.'

Claims assessor, Lisa: 'I'll ring him now and let him know what's happening.'

[End of excerpt from a call between Lisa and a distressed widower]

Claims assessor, Lisa: Doing my job on a daily basis is living the Aviva values. We're always looking at ways to simplify the processes for the customers, which is killing complexity. We definitely care more, always with the customer on the telephone. We never rest, we're always looking at ways to improve things. I'm always trying to encourage friends to take policies out. I feel quite passionate about what we do.

I do love my job, I love speaking to customers, and helping them, and I get real job satisfaction out of the fact that when they get off the telephone, I know that they're going away feeling comforted.

[Resumption of excerpt from a call between Lisa and a distressed widower]

Aviva customer: 'Lisa, I can't tell you how much I appreciate all your kindness...'

Claims assessor, Lisa: 'Aww... thank you. Don't start crying again, you're going to make me upset'

Aviva customer: 'Yes.'

[End of excerpt from a call between Lisa and a distressed widower]

[End frame: 'We are Aviva aviva.com']