As well as the health concerns we all share, the spread of the COVID-19 virus has brought an unprecedented level of economic uncertainty to businesses. At Aviva, we understand that advisers will be under particular pressure to provide guidance in these difficult times, and we want to help you in any way we can.
Maintaining service to you and your clients
Aviva have been extensively piloting remote working for front-line operational staff and contact centre operatives for some time. This has enabled us to move a significant volume of our operational capacity to home working, as we seek to help safeguard everyone’s health during the COVID-19 pandemic.
This means that we’ve been able to transition our people to working from home with a minimum impact on service delivery, enabling them to protect others in doing so. We’re also ensuring we give our people the flexibility to contribute, while looking after their dependants.
Customer service is being maintained and our telephone lines remain open. Nevertheless, we’ve needed to reduce our contact centre hours, using automated messages to direct callers to self-serve routes. While we extend our technology capability to enable more of our colleagues to handle calls from home, we’re asking customers to email us if they’re able to. This will free up our helpline staff to help more vulnerable customers or those with urgent needs.
We’ve stringently prioritised operational tasks which allow us to focus on payments out, retirements and bereavements. Many of our key operations such as the receipt and investment of contributions are automated and other tasks can be completed by our customers through self-service apps or websites. This capability, combined with the diligence of our operational teams, means we do not anticipate any material reduction in our ability to meet the needs of your clients and their scheme members throughout this period of uncertainty.
As you would expect, we’ve ensured that our control framework remains in operation as normal. Reporting is not affected, and internal governance bodies continue to meet remotely. The security of our systems and integrity of our data are subject to the same robust controls, regardless of the location from which our people are working.
We’ll be sure to communicate any important changes to our members as they arise, frequently updating online information as well as sending out direct communications as appropriate.
We maintain regular contact with our default fund management partners BlackRock, who are responsible for overseeing My Future, as well as Aviva Investors, who manage My Future Focus. Both managers continue to adopt a long-term perspective and, in view of the general uncertainty and volatile market conditions, have not made any significant changes to the funds.
Reflecting on the impact of COVID-19 on financial markets, we previously introduced deferrals on withdrawals (except in those circumstances set out in our terms & conditions) from the property funds we make available.
For contract-based clients, we will also be re-directing regular contributions away from the property finds and into an appropriate cash/deposit fund, as determined by the client’s administration platform. This will continue while market uncertainty continues to cause difficulty in valuing the properties owned by market funds.
For occupational pension schemes, we’ll contact the Trustees directly to agree an approach for regular contributions.
Latest COVID-19 update
Access a concise review of the main themes in the markets, alongside an update on My Future and My Future Consolidation, our default funds.
Aviva Master Trust
Learn more about the measures the Trustees have put in place to safeguard the services and Investments of the Aviva Master Trust.
Other help and support
We’ve prepared a set of questions and answers for employers, to clarify Aviva’s response to the current situation.
In unprecedented times, many of our customers are worrying about how the COVID-19 pandemic is affecting financial markets and their investments. Read about the steps Aviva are currently taking to support asset transition.
How to get in touch
If you need to contact our team, please get in touch with your usual Aviva contact.
As you’ll appreciate, our teams are extremely busy at the moment so they may take a little longer than usual to answer your call.
Coronavirus and our other policies
If you have another type of policy with us, or you’re interested in taking one out, find out what you need to know in the current situation.
Payment deferral available
Business Health Insurance
Payment deferral available