An adjuster is the person who helps you through the process of making a claim. To prepare the claim they will need specific details about the incident and the damaged or lost property. The adjuster will also review your policy coverage and determine what your settlement amount will be based on the claim.

Since claims vary widely in value and complexity, an adjuster may arrange for another member of the team to help you, such as a road adjuster or senior field service representative.

Claims Care Advisors are Aviva employees who adjust claims by telephone. They will ask you for details about the incident, your property and/or damages and provide you with instructions on the steps that will need to be followed to settle the claim. A Claims Care Advisor is your contact person at the company and will see your claim through from beginning to end.

An insurance broker gives you advice on the various types of insurance coverage and products that will meet your needs by comparing coverage and price. And, if the unthinkable happens, and you need to make a claim, your broker can provide advice and interpret the policy to help you recover your losses.

After you've decided which coverage you need the broker will make the arrangements so you're covered.

As part of our commitment to providing our customers with access to our full dispute resolution process, we have a Corporate Ombudsman who responds to complaints and inquiries. The Ombudsman ensures that all legislative and business measures have been met and clarify any outstanding issues. As a consumer, if you have unsettled matters, we encourage you to resolve it with your Aviva representative. If you feel the matters remain unresolved, then you may contact our Corporate Ombudsman.