The power of Systems Thinking

Our Aviva Household claims broker event was an exceptional success, highlighting the positive impact of Systems Thinking on the claims process and customer service.

Held on March 26 at our Household Claims Centre for Excellence in Perth, over 30 brokers braved the wintry conditions to join us on the day.  With a dedicated focus on the customer journey, they were treated to insight from industry leaders and suppliers on how to ensure customers get the most from every call.

Working the system

The day began with session from Carl Geraghty, Senior Leader Household claims, explaining how Systems Thinking and it’s focus on the customer has changed the claims process.

“It’s all about purpose,” Carl said. “Help me, reassure me, listen to me and my needs, explain things clearly and get it right the first time.”

Brokers then heard from team members who shared their own experiences with Systems Thinking and the positive impact it’s had since it was introduced two years ago.

Caroline Cooper, Director of Property Claims, wrapped up the first session saying, “Systems Thinking gives you the confidence to experiment, try new ways of working and to think differently to make sure we’re doing the right thing for the customer – the possibilities are endless.”

A supplier perspective

We were excited to have a number of suppliers with us on the day, including Asprea, Cunningham Lindsey, Hallmark and Evander, who each held market stall sessions to talk about the different businesses, the services they offer and how claims are dealt with after that first call to Aviva.

It was encouraging to hear how all of them had implemented a Systems Thinking approach into their businesses and how it’s led to a truly customer-focussed experience, with case ownership, advice and support being provided throughout the whole claims journey.

Every moment savoured

There was no time wasted through the day with so much knowledge and experience being shared. Brokers enjoyed a working lunch that included a session from Lucy Fyffe, Loss Prevention Manager, on the fight against fraud. This was followed by a walk-through of the iVal system from Niall MacKenzie, Personal Claims Manager.

It was a jam-packed but highly informative day that provided brokers with a view inside the Claims Centre, how Systems Thinking has improved the customer journey and how ‘purpose’ is key to delivering a great experience, each and every time.

Did you attend the event? We’d love to hear what you took away from the day and to share your experience with other brokers in the comments below.

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