Customer Case Study: Aviva - Enhanced Customer Service and Operational Efficiency

Aviva (formerly Friends First) and FINEOS have a longstanding relationship dating back to 1998 when the FINEOS CRM & Workflow system was introduced. Enhanced and renamed to FINEOS Front Office, this FINEOS product solution had been an integral part of the Aviva operations for over a decade, integrating with their back-end policy and scheme administration systems.

The rollout of the live claims system at Aviva was relatively seamless since users were already familiar with their existing FINEOS Front Office system. Aviva also worked with FINEOS on the training approach and creation of training collateral ahead of the go-live, so users were well-equipped to begin using the new system.

FINEOS Claims went live in October 2011, within the budget and timescales set for the project. Aviva took prime responsibility for the claims system implementation. The FINEOS Claims system integrates with the Aviva Policy Administration System, the Group Pension Administration System, the Megapay Payments System and SAP Business Objects for Business Intelligence Reporting. During the claim intake process, data is automatically populated from these systems. The project was delivered with publishing of services and data through their web portal in mind.