Aviva has told Health & Protection it is actively seeking to improve turnaround times for protection applications for underwriting requiring a GP report.
It added that targeted interventions and additional resourcing was already improving these turnaround times.
Health & Protection contacted the insurer after an adviser revealed Aviva told them that it will currently take 39 working days for one particular protection insurance application requiring a medical report to be assigned to an underwriter.
Daren Boys, protection portfolio distribution director, Aviva, told Health & Protection: “Over 80% of our protection applications continue to be completed efficiently through our straight-through process, and service levels remain strong for most new business cases.”
But he added a small number of applications are currently taking longer than usual to complete—primarily those involving more complex underwriting where a GP report is required.
“We understand the impact this may have and want to reassure advisers that we are actively addressing the issue through targeted interventions and additional resourcing, which is already beginning to improve turnaround times,” Boys continued.
“We’re confident that these measures will continue to deliver a steady improvement in service levels over the coming weeks.”
