Aviva cuts not taken up rates

The provider put the improvement down to the introduction of techniques to ensure that customers' expectations are properly managed. It said the decision to remind clients of their nurse screening appointments by text message had resulted in 50% fewer appointments not attended or cancelled. Text message reminders were also introduced for doctor examinations and telephone interviews. "The simple step means more customers are completing necessary screenings sooner and has enabled underwriters to make early decisions," it said. Robert Morrison, chief underwriter for Aviva, added: "...