Toronto, Ontario — Rosallie Papa-Reid, v-p of national auto claims at Aviva Canada, recently sat for a one-on-one interview with Insurance Business Magazine, during which the insurer’s newly launched “AutoCare Centres” were discussed at length.
The opening of Aviva’s first AutoCare Centre in North York turned some heads in the collision repair industry back in June, and representatives from the nationwide insurer have been working to address questions and concerns among customers.
“It is about the customer and making sure that they get faster, more personalized service,” Papa-Reid told Insurance Business Magazine.
“Skilled labour and supply chain issues are making the whole process a little more difficult for customers. So, now is the right time [to launch this initiative].”
She explained that Aviva repair centres “add that extra layer of customer service” by having adjusters on-site to streamline the claims process and provide faster turnaround to customers.
In addition to its focus on customer satisfaction, Papa-Reid also said that “Every centre that we’re going to open will have a sustainable environment in mind.”
Meaning, AutoCare Centres will be built with energy-efficient lighting, and plant gardens, on top of being equipped with advanced plastic repair technology and a soon-to-be-rolled-out parts procurement tool.
“This tool will move the needle on our sustainability ambitions,” said Papa-Reid. “We’re trying to make sustainability a part of our decision-making process.”
She says the company plans to further expand its AutoCare network throughout Ontario, with Aviva’s eyes currently set on Mississauga and Hamilton, while also taking steps into Alberta, with a potential Calgary or Edmonton location due for the near future.