Aviva Canada Recognized as Celent 'Model ... - Innovation Group

Press Release
26 January 2007
AVIVA CANDA RECOGNISED AS CELENT 'MODEL CARRIER
COMPONENT' FOR CLAIMS
Insurer’s customer-centric claims processes and innovative use of claims
technology cited as a model by leading insurance technology research firm
Innovation Group (LSE:TIG), a global provider of technology enabled outsourcing and software
solutions to the property and casualty industry, today announced that its client Aviva Canada Inc.
has been recognised as a “Model Carrier Component” for its effective use of claims technology by
Celent, LLC, a leading research and advisory firm focused on insurance technology strategy.
Aviva Canada is among the leading carriers featured in the research firm’s new report, Celent
Model Carrier 2007: Case Studies in Effective Use of Technology in Insurance. Celent’s “Model
Carrier” research is designed to illustrated best practice use of IT across the insurance value chain
using today’s technology. “Model Carrier Components” are examples of initiatives and practices
that help insurers improve performance, meet market demands, and operate more efficiently. The
report, which was presented at Celent’s inaugural Model Carrier Summit in New York on January
16, 2007, contained case studies of 39 technology initiatives and practices across most functional
areas of insurance.
Key to Aviva Canada’s selection as a model carrier was its success using technology in
implementing more consistent and cost-effective, best practice claims handling processes across
all provinces. Aviva Canada’s centralised claims environment utilises Innovation Claims software
from Innovation Group. A core element of its solution is a sophisticated first notice of loss process
with dynamic questioning that improved the quantity and quality of information gathered by
customer service representatives in the first call, while also enhancing claims routing and tracking.
Claims data is stored in a central repository that is immediately accessible to adjusters in multiple
locations throughout the process, allowing the claim to be processed with fewer touch points.
Adjusters also have access to online mapping tools that let them route no-injury claims to the
nearest repair partner location.
“By taking advantage of available technologies, Aviva has been able to create an effective
electronic claims handling environment,” said Matthew Josefowicz, manager of Celent’s insurance
practice and lead author of the report. ”Aviva’s initiative produces measurable improvements in
customer satisfaction as well as lower claims costs.”
“We are delighted that Celent has recognised Aviva’s effective use of technology,” said Euan King,
Chief Operating Officer for Innovation Group in North America. “Aviva’s service-based approach
and unsurpassed excellence in improving their customers’ claims experience truly is a ‘model’ for
other carriers to follow.”
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About The Innovation Group plc:
Innovation Group (LSE:TIG) provides technology-enabled outsourcing services and software solutions to
insurers and other risk carriers through its international network of offices. With more than 1650
professionals serving the global Property & Casualty insurance market, the Group has an expansive
portfolio of proven capabilities for handling the breadth of administrative processes, including software
technology for both policy management and claims administration. Innovation Group technology solutions
are installed in 11 countries worldwide, and used by more than 25,000 people processing more than 20
million policies and millions of claims annually. The company’s technology solutions can be utilized in
connection with the Group’s world-class outsourcing operations or implemented on a stand-alone basis.
Innovation Group has offices in the United Kingdom, Continental Europe, South Africa, Japan, Australia and
North America, and delivers services for some of the largest insurance businesses in the world, including
Aviva, Auto Club of Southern California, Ford Motor Company of South Africa, Toyota (South Africa),
Halifax General Insurance, The Insurance Australia Group, Jaguar Drive Plan (South Africa) AXA
Insurance, Sonpo 24 Insurance (Japan) and Zurich (UK). For more information, please visit
www.innovation-group.com.
About Aviva Canada:
Aviva Canada Inc. is one of the leading Property and Casualty insurance groups in Canada, providing
home, automobile and business insurance and premier claims service to more than 3 million customers.
The group of companies has more than 3,200 employees, 40 locations and more than 3,000 independent
broker partners from coast to coast. Aviva Canada Inc. is a wholly owned subsidiary of UK-based Aviva plc,
the world’s largest insurance group.
STRICTLY PRIVATE & CONFIDENTIAL - © 2010, ALL RIGHTS RESERVED. 2