Aviva Credit Portal Enhancements

In 2014 responsibility for regulating the Consumer Credit Act (CCA) moved from the Office of Fair Trading to the Financial Conduct Authority. 

 

In line with this change we took the opportunity to review how our credit portals function, and the associated processes, leading to a number of enhancements which were effective from Sunday 15 February 2015:

·         The content of our credit documents were updated.

·         Our pre-contract credit information was updated and expanded.

·         Customers who take CCA regulated credit are now asked to sign and return the credit agreement to Aviva.

·         Existing customers are sent updated credit documents at renewal and asked to sign and return the credit agreement (this does not apply to ARI Credit Portal policies – see below).

Here’s more detail on how these changes affect the two Aviva Credit Portals:

NB: Policies administered on the General Accident Credit Services (GACS) platform have NOT been included in this exercise.

NB: Policies administered on the Guidewire platform have NOT been included in this exercise.

 

ARI Credit Portal

Using the portal

·         The main features of the portal, and the scenarios when it should be used, remain unchanged.

·         The portal should continue to be used at New Business and each time a Renewal is required.

·         We’ve added text to the “Payment illustration” screen to make clear what the customer needs to be told.

·         We’ve updated the content of the existing online “Pre-contract credit information” document and added a new link to generate an online “Explanation about your Credit Agreement”.

Customer documents

·         A paper document pack will continue to be issued automatically to the customer once the policy has been processed through the portal.

·         We’ve updated the pack to contain two copies of the credit agreement and a pre-paid envelope (along with the updated pre-contract documents for reference).

·         The customer must sign and return the credit agreement to Aviva.

·         We will issue reminder letters to the customer if they do not return their credit agreement.

 

e-Collections Portal

Using the portal

·         The main features of the portal, and the scenarios when it should be used, remain unchanged.

·         However, customers on CCA regulated credit will now be sent a paper document pack automatically so there will be no need for you to print the credit documents from the portal.

·         This will not apply to customers on unregulated credit so please continue to generate credit documents from the portal as you currently do.

Customer documents

·         Existing customers who receive Aviva credit via the e-Collections Portal will also be sent a pack of updated credit documents automatically at renewal.  This requires no action from you.

·         The customer must sign and return the credit agreement to Aviva using the pre-paid envelope included in the pack.

·         We will issue reminder letters to the customer if they do not return their credit agreement.

If you have any questions relating to these changes please contact your usual relationship point, or Aviva Collections on 0800 0685438 (for AIL and ACSI) or 0844 8913600 (for UKPII via ARI).

Post a comment

Please Log in to post a comment.

Log in to save this page to your favourites.