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Aviva ramps up customer support amid coronavirus pandemic

Aviva ramps up customer support amid coronavirus pandemic | Insurance Business

Aviva ramps up customer support amid coronavirus pandemic

If you thought the coronavirus pandemic was firmly in the past, then the return of lockdown restrictions last week brought home the cruel reality that there is no end yet in sight for COVID-19. Now, insurance giant Aviva has reacted to the situation by ramping up a package of measures to help customers.

It’s support measures include: support for NHS workers, such as free breakdown cover, enhanced home insurance and free courtesy cars; financial hardship support for customers, which allows them to defer monthly payments and waive cancellation fees if they are experiencing financial difficulties due to the pandemic; and enabling policy changes, to help customers who no longer need certain levels of cover.

Meanwhile, there is also help for travel insurance customers with pro-rata refunds to customers no longer able to travel; and the chance to extend cover for those who are working from home.

“With England in lockdown and restrictions in place across the UK, we believe it’s right that we provide our customers and communities with continued support during this time,” said CEO of general insurance, Colm Holmes (pictured).

“We recognise the exceptional efforts of our NHS workers and their unwavering commitment to helping those stricken by the virus. If we can make their lives a little easier by extending cover so they can travel to and from work safely, then we are happy to do so.

“COVID-19 is impacting our lives in so many ways and we are taking a flexible approach to ensure we can provide additional support to our customers , including those facing financial difficulties and customers who are adapting to working from home on a more permanent basis.”

There is help at hand for business customers too – such as providing the same level of cover to companies now carrying out business activities from employees’ homes; flexible cover for those who have to change their model to meet new circumstances, such as offering takeaways; and help with risk management and prevention guidance.

“Businesses have been hit incredibly hard by the impact of COVID-19 and we are doing everything we can to help them remain resilient, by offering dedicated risk management guidance and flexible insurance coverage as businesses diversify and adapt in response to the pandemic,” added Holmes.

“Our contact teams are ready and available to help with enquiries and claims so customers should contact us in their usual way, via phone, online or through their broker or bank.”

The package of measures is in place until January 31, 2021.