Aviva Broker Collections · contact you to discuss further. •Aviva: Internal Paying by Direct Debit For first time Direct Debit set up, you will be directed to the ‘Pay by Direct

•Aviva: Internal

Aviva Broker Collections

User Guide

• Home Screen

• Viewing Your Statements

o Filtering Your Statement

o Sorting Your Statement

• Marking Items To Pay

o Pay Different

• Adding a New Transaction

• Paying your Statement

o Paying by Broker Direct Debit

o Multi Currency Payments

• Customer Payments

o Credit or Debit Card

o Direct Debit

o Creating a Direct Debit Illustration

• Payment History

• Obtain Documents

• Lapsing a policy

• Queries

• Policy History

•Aviva: Internal

Home Screen

•Aviva: Internal

Home Screen

The ‘Home Screen’ of Aviva Broker Collections portal allows you to search for transactions or enter ‘My Statements’ or ‘My Queries’.

If Aviva have any important messages you need to be aware of these will be displayed on the ‘Home Screen’.

Home: Where ever you are in Aviva Broker Collections, you can return to the Home Screen by selecting the “Home” button.

Search for Policy: If you know the policy number you wish to search for, you can enter this here.

My Statements/View My Statements: If you want to enter and view your queries, click on either of these buttons.

My Queries/Vie My Queries: If you want to enter and view your queries, click on either of these buttons.

Help Centre: This will open a new window and take you to the Help Centre in Aviva Broker. Here you will be able to find a list of Frequently Asked

Questions

•Aviva: Internal

Viewing yourStatements

•Aviva: Internal

Viewing Your Statements

Having selected ‘My Statements’ you will be taken to the ‘My Statements’ page.

Here you will get an overview of your statement(s), giving you the statement site number and name, number of outstanding transactions, total net

value and the currency code.

To view the current statement, select the statement site number you want to view under ‘Statement Site Number’.

The last column can be selected to view the ‘Payment History’ for that statement site number.

•Aviva: Internal

Viewing Your Statements

‘Statement Total’ provides the full payment amount of the statement, regardless of what page is being viewed.

‘Cumulative Totals’ As you select items to pay, the cumulative totals will add up along the bottom.

‘Transaction Status’ shows you what actions have been taken for that particular transaction. If the status is “Select” this means no action has been

taken.

Click on the blue ‘Policy Number’ or the blue ‘Transaction Status’ to see full transaction details and select the item to pay.

Navigating

Statement Site Number:

The statement site you are currently in will be

displayed at the top.

Credit Controller Contact Your credit controller

contact details are located in the top right of the

screen.

Items Per Page

You can select how many items per page you wish

to view.

Sorting and Filtering

You can sort and/or filter your statement using the

options on the top right.

Print and Export

You can print or export your statement to Excel

using the options on the top right.

Column Sort

The columns can be sorted into ascending or

descending order by clicking on the headers.

•Aviva: Internal

Filtering Your Statement

Filter By:

• Agency – the agency number relating to the transaction.

• ISO Currency Code – if you only deal in GBP this will be

the only option available to you.

• Item Code – this will be :

• NB – New Business

• RN – Renewal

• RD – Return Premium

• AD – Additional Premium

• RNR – Reinstatement following Lapse

• RI – Reinstatement following Cancellation

• CA – Cash on Account

• CU – Cash Underpayment

• OP – Cash Overpayment

• Policy Holder – You can enter the full or a partial part of the Policy Holders name

into the search eg: input Smith and this pulls up all policy holder names containing

Smith

• Status to Terms - You can select one or more of the options so that it only shows

Due, Overdue or Not Yet Due items.

• Transaction Status - You can select one or more of the options to show particular

Transaction Statuses.

• Policy Number - If you want to search a specific policy number enter it here.

• Clear - To clear your filter selections and return to the full statement view, select

“Clear”.

• Filter - To apply your selected filter(s), select “Filter”.

•Aviva: Internal

Sorting Your Statement

Column:

You can sort your filter from the drop down list below:

o Effective Date

o Policy Holder

o Comm. Rate

o Policy Number

o Gross

o Comm.

o Net

o Status to Terms

o Transaction Status

o Agency Code

o Item Code

o ISO Currency Code

Order:

You can choose if you want your selection in ascending or descending

order.

Then by: You can then choose if you wish to sort by a second selection

e.g. Sort by descending Effective date and then by descending Policy Holder

• Clear - To clear your sort selections and return to the full statement view,

select ‘Clear’.

• Sort - To apply your selected sort option(s), select ‘Sort’.

•Aviva: Internal

Marking itemsto pay

•Aviva: Internal

Marking Items to Pay

After selecting the ‘Policy Number’ or the ‘Transaction Status’ you will be brought to the ‘Transaction Details’ screen where you will find full

transaction details and are able to select the item to pay.

There is a list of different actions which can be taken on the transaction down the left hand side.

Actions that are grey are unavailable for the selected transaction.

To pay the transaction select ‘Pay’ from the options list in the Transaction Details window.

The window will then change to show the selected option across the top.

Select the ‘Confirm’ button to select the item to pay.

•Aviva: Internal

Marking Items to Pay

Once you have selected ‘Confirm’, you will be

returned to the Statement View. You will see the

item will then be marked as ‘Pay’. The status can

be de-selected by un-ticking the box.

You can also select items to pay directly from this

screen without entering the ‘Transaction Details’

screen. You may select as many items as you

wish to pay before proceeding to ‘Submit

Payment’.

The cumulative total box will update each time

you add or remove an item.

•Aviva: Internal

Pay different amount

To pay a different amount to the one

shown on your statement, select ‘Pay

Different’ from the options list in the

Transaction Details window.

The window will then change to show the

selected payment option across the top.

New fields will appear for you to input the

amended amount you wish to pay. You

only need to enter Gross and

Commission, as the Net will auto-

calculate.

Once the information has been completed

select the ‘Confirm’ button.

NB: Please note all fields are

mandatory.

•Aviva: Internal

Pay Different

Once you have selected ‘Confirm’, you will be returned

to the Statement View.

The item will be marked as ‘Pay Different’ and the

revised amount will show in Green. The status can be

de-selected by un-ticking the box, which will return the

transaction to the original amount. The cumulative total

box will also be updated.

NB. To view the original transaction amount, select

the transaction status of ‘Pay Different’ and this will

open the ‘Transaction Details’ window. Here you will

be able to view the original and amended amounts.

•Aviva: Internal

Add a newtransaction

•Aviva: Internal

Add A New Transaction

To add a transaction to your statement, select

‘Add New Transaction’ from the yellow

options under your statement.

•Aviva: Internal

Add A New Transaction

Enter full details for the transaction you wish to

add. Please note all fields are mandatory.

To go back without adding the transaction,

select ‘Clear All and Return’.

To add a single transaction select ‘Save and

Return’.

To add multiple transactions, select ‘Add New

Transaction’. The transactions you have

already added will appear at the bottom of the

page as displayed below. To edit or delete the

transaction, select ‘Edit/Delete’

Once you have added all the transactions you

wish to, select ‘Save and Return’ to add them

to your statement.

NB. Once added to your statement, any new

transactions will be automatically selected

to pay and the transaction status of ‘Pay’

cannot be changed.

•Aviva: Internal

Paying yourstatement

•Aviva: Internal

Paying your statement

Once you have marked/added all the items you

wish to ‘Pay’ you can select ‘Submit Payment’

The cumulative totals at the bottom of the page

will calculate how much the total payment will be

for.

Once you are happy with your selection you will

need to select ‘Submit Payment’

NB. You can select all visible transactions by

ticking the top ‘Pay’ box. Please be aware

any previous activity will be overridden by

using this function e.g. Pay Different.

•Aviva: Internal


After selecting ‘Submit

Payment’ you will be brought to

the Payments Summary screen

where you will see a full list of all

the payments you have market

to pay including the cumulative

total.

Once you are happy with the

details select the ‘Continue’

button

Once you have selected the items you wish to pay, you may be owed a credit.

This will be clear from the Cumulative totals box at the bottom of the page.

The figures will be in red to show they are a credit.

Once you are happy with the details select the ‘Continue’ button.

If you wish to amend anything you can select the ‘Back’ button, to return to the statement

view.

•Aviva: Internal


This screen will confirm the Statement Site Number, Name, Currency and Net Payment Amount. You are able to select the payment method you

wish to use.

If the payment amount is due to Aviva, there will be a drop down box for you to select your Payment Method.

The options for this are Direct Debit, BACS or CHAPS. Select your preferred payment method and click ‘Make payment’

Example Statement Site Name A0000000000


If your account is in credit you do not need to select a payment method. Once you select ‘Make

Payment’ a payment confirmation window will open, confirming your request has been received

and that your Credit Controller has been notified.

NB. Your Credit Controller will review your settlement and either arrange payment or

contact you to discuss further.

•Aviva: Internal

Paying by Direct Debit

For first time Direct Debit set up, you

will be directed to the ‘Pay by Direct

Debit’ page.

The company details will prefill. You will

need to input your email address and

name so we can send you a copy of the

Advance Notice. Input your account

details and tick the disclaimer at the

bottom of the page to proceed.

•Aviva: Internal


If you have set up a Direct

Debit payment in the past,

the bank details will prefill

based on previous

information entered.

Input your email address and

name and click ‘Continue’.

If you need to change or

update the Direct Debit

details you can select

‘Amend Bank Details’.

•Aviva: Internal


You will be shown the Direct Debit details to reconfirm,

prior to submitting including a copy of the Direct Debit

guarantee.

Once you have checked the details, select the ‘Create

Payment’ button.

•Aviva: Internal


If you have the appropriate access to submit

Direct Debit payments, you will get a Payment

Confirmation message.

This will give you the opportunity to print a copy

of the Direct Debit mandate.

If you don’t have the access you will get an

Authorisation Request message. An authorised

user within your office will have to confirm the

payment.

NB. You can request Direct Debit authority

from your Aviva Broker My Profile page.

If you are an authorised user, authorising a

payment, you will follow the same process

and all fields will already be prefilled.

You will then just need to select the

authorise payment button

•Aviva: Internal

Paying by BACS or CHAPS

To pay by BACS or CHAPS, select the option from the drop down list and click ‘Make Payment”.

A new window will open with the payment confirmation message. This includes your payment reference number which you must quote when submitting

your payment.

The Aviva bank details for BACS or CHAPS payments are provided on this screen.

NB. Your payment reference number is also available on the Payment History screen.


•Aviva: Internal

Multi Currency Payments

If your transaction is payable in another currency, the payment method will automatically default to ‘Electronic’.

After selecting ‘Make Payment’ you will be provided with a confirmation screen providing you with Aviva’s bank details and a payment

reference to add to your Electronic Payment.

NB: Each individual currency will need to be submitted as a separate payment. As per the example above there are 8 currencies

selected. This would require 8 separate payments.

•Aviva: Internal

Customer PaymentsMaking a Direct Debitpayment

•Aviva: Internal

Select ‘Pay by Direct Debit’ in ‘Transaction Details’ and click ‘Proceed’.

Customer Payment – Direct Debit

•Aviva: Internal


After selecting ‘Pay by Direct

Debit’, confirm the client type,

trading method and select the

customer’s preferred payment

date before clicking ‘Get

Payment Illustration’.

•Aviva: Internal


You will be provided with the payment illustration.

You can click ‘Back’ at any time prior to confirming payment to change the payment method.

CONSUMER policies: You will need to generate a SECCI (Standard European Consumer Credit Information) and provide this to the customer.

Clicking ‘Generate SECCI’ will open a PDF for you to save.

You will not be able to proceed and take payment until this is generated.

•Aviva: Internal


Enter the customer’s bank details and

confirm the list of questions are

correct.

Once confirmed, click ‘Set up Direct

Debit’.

You will not be able to proceed until

you confirm the set of questions are

true.

If the customer requires a paper

Direct Debit mandate, please select

this option to open the paper mandate

to send to the customer.

•Aviva: Internal

Once you have clicked ‘Set up Direct Debit’ you will be brought to this final confirmation screen.

A separate letter will be issued to the customer within 3 working days.


•Aviva: Internal

If the transaction has not yet reached our

systems but would like to obtain a policy

illustration you are able to select this option by

clicking ‘Obtain Direct Debit Illustration’ on

the home page.

After selecting ‘Yes’ or ‘No’ to the customer

consenting to a credit check, a box will appear

to allow you to enter the quote number

provided by your software house.

Complete the form and click ‘Get Payment

Illustration’.

Creating a Direct Debit Illustration

•Aviva: Internal

You will be provided with a policy illustration.

Payments can now only be processed after the New Business or Renewal has reached Aviva’s accounts system. (When you can see

the entry with-in Aviva Broker Collections)

For New Business this will be 1-4 days after you have incepted the policy on your system.

For Renewals this will be 1-4 days after the Renewal effective date.

Creating a Direct Debit Illustration

•Aviva: Internal

Customer PaymentsCredit or Debit Cardpayment

•Aviva: Internal

Select ‘Pay by Card’ in ‘Transaction Details’ and click ‘Proceed’.

•Aviva: Internal

After selecting ‘Pay by Card’,

complete the customer’s card

information, address details and

click ‘Continue’.

•Aviva: Internal

You are able to use the ‘Back’ button at any time prior to taking payment and change the details provided or change the payment method.

You will be provided with this summary page to check all details before clicking

‘Take Payment’

•Aviva: Internal

If the transaction is not yet available on our system you will see this message.

● Select below if you want to process a card payment

You are still able to take a customer card payment by clicking ‘Process Card Payment’

You will not be able to process a Direct Debit payment until the transaction is available on our system, you can however provide

the customer a ‘Direct Debit Illustration’.

•Aviva: Internal

If the transaction has not yet

appeared in our system, you will

have to manually enter the

customer details to take a card

payment.

You will be provided with this

summary page to check all

details before clicking

‘Take Payment’

•Aviva: Internal

Payment history

•Aviva: Internal

Payment History

You can view your Aviva

Broker Collections ‘Payment

History’, from two locations.

Selecting the ‘View’ button

from the ‘Payment History’

column on the ‘My

Statements’ page will take

you to the ‘Payment History’

page.

Or, selecting the ‘Payment

History’ button from

‘Statement View’ page will

take you to the ‘Payment

History’ page.


Example Statement Site Name

Example Statement Site Name

A0000000000

A0000000000

•Aviva: Internal

Payment History

The ‘Payment History’ page will show you all the payments which have been made on Aviva Broker Collections.

To get more information you can select the payment reference number in the ‘Payment Reference’ column.

•Aviva: Internal

Payment History

The table on the top right will show your payment history totals, broken down between gross, commission and net.

You are able to export the Payment History to Excel or print the payment details.

The ‘Status to Terms’ column will confirm if the payment has been made prior to being due, when due or over due.

The ‘Transaction Status’ column will confirm if the statement amount or a different amount has been paid.

•Aviva: Internal

Obtaindocuments

•Aviva: Internal

Obtaining Documents

To search for documents for the transaction select ‘Obtain Documents’ from the options list in the transaction details window and then

select ‘Obtain Documents’ to proceed.

You will be redirected to the e-Docs service on the Aviva Broker site. This will open a new window.

Documents can be obtained using e-Docs. You will be asked to enter the full policy number and this will display all documents relevant to

this policy.

•Aviva: Internal

Lapsing a policy

•Aviva: Internal

Lapsing A Policy

To lapse the transaction, select

‘Lapse’ from the options list in the

Transaction Details window.

Please enter your comments as to

why you need to lapse the policy. A

message will then be sent to an

underwriter to action.

If the policy is on a Self-Service

platform an advisory message will

appear for you to lapse yourself.Please lapse as cover placed elsewhere.

•Aviva: Internal

Lapsing A Policy

Once the ‘Confirm’ button has

been selected, you will return to

the Statement View.

The item will be marked as

‘Lapse’.

If it is a self-service policy the item

will show as ‘Broker to Lapse’

NB. Submitting a lapse

instruction on a non self service

policy will automatically arrange

for the policy to be lapsed. If

this is selected and submitted

by mistake, you will need to

contact your Credit Controller

to request that the lapse

instruction be stopped.

•Aviva: Internal

Raising a query

•Aviva: Internal

Raising a Query

Queries sent to Credit Controller Queries sent to Underwriter

Client Not Paid Cancelled

Previously Paid Documents Not Available

Wrong Agency Unrecognised Transaction

Should be on Direct Debit Incorrect Premium

Incorrect Commission Duplicate Policy

To raise a query select ‘Query’

from the options list in the

‘Transaction Details’ window.

Select your reason code and

add detailed and clear

comments. The more

information you provide, the

quicker your Credit Controller or

Underwriter will be able to

respond to you. Continue by

clicking ‘Submit Query’

•Aviva: Internal

Raising a Query

You can view all of your open queries and lapse requests in ‘My Queries’. You can get to this from the home screen or the action

bar along the top of your screen from anywhere in Aviva Broker Collections.

This will list all of your open queries and lapse requests, with details of the transaction they relate to. Your queries will be listed in

order with the queries on top having been updated most recently.

The ‘Transaction Status’ in the right hand side column will tell you the status of the query. To view full details including

comments, click on the ‘Transaction Status’.

To view the broker name, hover over the statement site number.

•Aviva: Internal

Raising a Query

My Queries Transaction Status

Query: The transaction has a query outstanding.

Response From Aviva:

A response has been sent by the Underwriter / Credit Controller. You can send a reply if you have a further query. When agreed you need to

mark the query as resolved. Once you have done this, it will show as Query Resolved on the statement view and be available to pay.

Lapse: The transaction is to be lapsed by Aviva.

Broker to Lapse: Self service transactions will be marked as ‘Broker to Lapse’

•Aviva: Internal

Raising a Query

You can select the status to open a new window to see full

details including comments.

The can view the original query comments along with the

author, date and time.

If you wish to provide further information to your query you

can add a new comment here and then select ‘Add

Comment’

If you’re happy for the query to be closed, add your comment

and select ‘Query Resolved’.

When you mark the query as resolved, it will be removed from

your ‘My Queries’ view.

NB – You must resolve the query before you can pay the

item.

I previously paid this item on 27/02/2014. The payment reference is ABC123456. Please can you check

your records and remove item from statement.

I previously paid this item on 27/02/2014. The payment reference is ABC123456. Please can you check

your records and remove item from statement.

•Aviva: Internal

Policy history

•Aviva: Internal

Policy History

You can view the history of the policy (activity within Aviva Broker Collections only), by searching for the transaction on the ‘Home’ page.

Search the policy number you wish to view and you will be brought to the ‘Policy History Summary’ screen.

You will be able to view the Effective Date, Commission Rate, Gross, Commission and Net Premiums and the Transaction Status.

Select the ‘Show All Transactions’ tick box to see all transactions under that policy number, including all transactions that have been paid

from the start of you using Aviva Broker Collections.

You can select the ‘Transaction Status’ for more information.

•Aviva: Internal

Policy History

A new window will open, giving you the ‘Transaction History Details’

‘Event Date’: date action was taken on the policy

‘Event’: the type of action taken on the policy.

‘User’: Who took the action on the policy. (Broker or Aviva User ID)

‘Type’: If a query was raised, the reason description will be displayed

‘Comments’: For queries, you can view the comment history by selecting “View” or the Comment icon.

‘Transaction Details’ will return you to the Transaction Details of the Policy Number