Insurer expands digital capture capabilities

Aviva Canada, a provider of property and casualty insurance, is transitioning to a new digital processing platform to eliminate manual data entry and automate mail, fax and e-mail intake procedures. The company is expanding its digital capture capabilities with a solution from Novitex, a provider of cloud-based solutions in the document outsourcing industry.

Novitex has been powering Aviva Canada’s mailroom since 2008, handling 120,000 pieces of mail per month. In 2012, Novitex integrated digital solutions into its existing document management operations and began electronically capturing all inbound and outbound communications in the Accident Benefits Claims division. Through applications developed by Novitex, business-critical information is automatically uploaded to Aviva Canada’s enterprise content management and workflow systems, and is immediately available for further processing by the business.

Aviva Canada has since expanded those services across six additional lines of business—commercial lines underwriting, reinsurance underwriting, auto claims, property claims, casualty claims and claims recovery.

Jonathan Spinner, assistant VP of claims transformation and strategy, National Claims at Aviva Canada, says, “In Claims at Aviva Canada, our goal is to provide our customers with the resources they need to get back to their everyday lives as quickly as possible. Through the innovation delivered by Novitex via the capture center, we are able to improve customer service and decision making, while reducing risk. Those benefits have had a material impact on our business and were the key drivers behind the expansion into further units in the Claims division. Novitex has been a valued partner over the past seven years, and we look forward to replicating this success across our entire organization.”

Novitex reports that as a result of its technology, Aviva Canada has reduced operating costs, improved employee collaboration and accelerated customer response times.

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