Meet our Commercial Property and Major & Complex Loss Field Team

We’re pleased to introduce our newly formed Commercial Property and Major & Complex Loss Field Team who will support our Property Claims System. We’re committed to being on your side when the unexpected happens, that’s why we’ve focused on improving our customer journey when it comes to a Commercial Property and Major Loss that require eyes on site. The team hold a wealth of knowledge and experience of managing these types of losses.


Our objective has been to create a qualified Commercial Property and Major & Complex Loss Field Team with the skill set, authority and autonomy to adjust property losses. The team is currently led by Jason Harris who has over 25 years Aviva claims experience, particularly in commercial and major losses. 

Some of the key benefits

The team provides an Aviva face for the customer from day 1 and one point of contact until settlement.

  • Experienced staff who can make instant on site payment decisions (subject to policy liability).
  • Quicker underwriting decisions – direct access to underwriters on appropriate cases.
  • Able to respond quicker and more innovatively.
  • Specific in-depth knowledge of Aviva policies and wordings.
  • Immediate access to Aviva’s extensive supplier network.
Commercial Property Consultants (CPC’s)
We currently have 6 Commercial Property Consultants based around the UK. This part of the Field Team was created during the latter part of 2018. The core role of the Commercial Property Consultants is to investigate and manage commercial losses with a potential value to £100,000 as per below:
  • Stock Claims.
  • Commercial Contents.
  • Consequential Losses (BI, Loss of rent).
  • Commercial Buildings.
  • Computer Claims.
 Major & Complex Loss Consultants (MLC’s)
We also have 8 Major & Complex Loss Consultants based around the UK. We have been building this part of the Field team since mid 2016. The core role of the Major & Complex Loss Consultants is to manage large (value + £100k) and/or more complex property losses across both classes (Commercial & Domestic).
To learn more about our highly skilled Commercial Property and Major Loss Consultants and their backgrounds, click here for full details. 
What do Major & Complex claims look like?
Whilst the Commercial Property Consultants are relatively new to the Aviva Field Team, we do have some case studies from the Major & Complex Loss Consultants portfolio of losses. Here are two examples below where we have been on your side when the unexpected happens:
Carmarthen ‘Localised Surge’

13 October 2018 
Following torrential rain the River Towy started to burst its banks. At around 16:00 hrs water came over the river defence wall and flooded Old Llangunnor Road, which is next to the River Towy and is 0.5 miles to the centre of Carmarthen. At this point police stopped persons entering the Old Llangunnor Road area and authorities closed the area for almost 3 days to allow the waters to subside. Some premises were flooded to 2.75m.
How did Aviva help?
Access was granted on Wednesday 17 October 2018 and Aviva Major Loss Consultants; Claims Handler and Motor Engineers attended the same day.  Aviva ‘eyes on site’ accelerated mitigation measures, gave the customers direct access to the Aviva Claims Consultants and gave an early indication of cost. Four out of the six Aviva commercial customers on this industrial estate had losses and all were dealt with by the Aviva Field Team.
Large Fire in Mawdesley

19 May 2017 16:30hrs. 
How did Aviva help?
Following a large electrical fire, the claim routed to one of our Major Loss Consultant who made contact immediately and arranged to meet with the customer, broker and forensics onsite to discuss the loss. A site visit confirmed total loss to buildings, stock, machinery and customers vehicles – therefore, their business had been unable to trade. Our consultants investigated quickly, and an emergency interim payment was agreed on site as there were no policy liability issues.
Within 7 days of the fire, Aviva had visited, agreed policy liability and released an interim payment to the customer. All this was achieved due to agile decision making and claims handling, smart triage and routing from the first notification of loss stage. 
We will be holding several webinars on our claims services in the coming months, covering topics such as our Claims Adjuster. Watch this space for more details and registration links to follow. 
To learn more about our claims services, please contact your usual Aviva underwriter or claims relationship manager.

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