Claims Advisor (motor) at Aviva

Start Date:
East of England
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
May 2017

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1. Please give an overview of your role and what this involves on a day-to-day basis:


I am a claims handler for Aviva motor claims. This consist of being able to manage phone, email and post; taking new claims and supporting customers through their motor claim in the guidelines of their policy. I participate in meetings to try to adapt or methods to make them more efficient.

2. Have you learnt any new skills or developed existing skills?


I am completing my Cert CII through the skills company, which is recognised throughout the insurance industry. I have also learnt how to effectively manage my time, prioritise different demands and how to speak to customers during a stressful and difficult time.

3. To what extent do you enjoy your programme?


I really enjoy my programme, as I feel well supported by my team and management to be able to progress to whatever branch of the company is most suited for me. Our company culture is brilliant, based ion 4 principles to support both customers and colleagues.

4. How valued do you feel by Aviva?


I do feel appreciated, my manager gets feedback on how I'm doing from both customers and colleagues which is celebrated. We have also received rewards as a team for our fraud investigation's. I have been given time to work on my own project in order to make systems easier for the team

5. How well organised/structured is your programme?


I had a 10 week introduction programme where I was supported through making and receiving our first phone call and how to carry about our day to day tasks. I was also given a buddy, who has been working here a long tome to help me if I was stuck on a more unusual problem. I also have the help and support of managers and the rest of my colleagues. I get an afternoon off every week to revise for my exams, along with access to a support site. My manger has made it clear what is expected of me in order to reach career progression and we are set goals every year.

6a. How much support do you receive from your training provider?


We have a tutor who comes every month and delivers sessions on the exams we have to pass, introducing us to the content and setting questions for the next session. She has been our go to person about these exams and has supported us throughout. She has given her email and mobile number if we need to contact her.

6b. How much support do you receive from your employer?


The support I receive from my employer would consist of paid time off work to revise and study, the days we sit our exams are paid and we still get a full wage even through we are apprentices. However, as not many people within the company have sat the exam, its difficult to be mentored by them.

7. How well does your salary/package meet your costs?


Travel costs are covered completely, a free bus is provided from the office to the centre of the city and taxis are put on for when the buses aren't available on the weekend. Our living costs have to be covered by our salary, which is a full salary, not an apprenticeship wage. There is also cover for some social occasions, for example team nights out at Christmas.

8. Are there many opportunities outside of work?


The company provided discounted services and products through reloadable cards and instant discount. For example, half price cinema tickets and money off local restaurants. However, there is no opportunity to travel within my line of work and company events often miss out claims handlers.

9. Would you recommend Aviva to a friend?


9b. Why?

Aviva is a great company to start in, they support us to move and progress in whatever direction you want to. The company wants to work collaboratively rather than competitively which suits me brilliantly. I feel very supported and as the company is always trying to get better, there are plenty of opportunities to try to make a difference.

10. What tips or advice would you give to others applying to Aviva?

The application process was quite long, I had to do 2 tests abnd 2 interviews along with submitting my cv. Also, they don't tell you your salary until you get the job. However, the training is exceptional and as the company is so large, there is always ways to move up or sideways.

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