- The free-of-charge service connects users with a certified British Sign Language (BSL) interpreter who can enable a real-time conversation with an Aviva representative.
- The service makes it easier for deaf customers to communicate with Aviva in their first language.
- Customers are able to discuss home and motor insurance claims and customer service issues, with other services planned in the near future.
Aviva is giving customers the ability to communicate using British Sign Language (BSL) when calling the company through a new partnership with interpreting service SignLive.
The free initiative enables Aviva’s home and motor insurance customers to connect via video with a certified BSL interpreter who can provide two-way translation and enable a real-time conversation with an Aviva representative.
BSL users who have never tried SignLive before will need to complete a short one-off registration. They will then be able to find Aviva in the Community Directory and simply press “call” to connect.
Customers can initially discuss claims and customer service queries, but there are plans to offer other services in the near future.
BSL is used by a total of 151,000 individuals in the UK, among them 87,000 deaf people for whom it is their preferred language.1
It is set to receive legal recognition in England, Wales and Scotland when the the recently-passed BSL Bill receives Royal Assent later this year.2
Charlotte Moran, Aviva’s Director of Customer Operations, says: “We’re committed to making our services as accessible as possible and it’s vital that our customers can communicate with us in a way that’s right for them.
“We’re delighted and proud to be partnering with SignLive on this scheme and look forward to working with them to make it even easier for our deaf customers to receive the support they need.”
Craig Butcher, an Aviva employee and BSL user who worked on the project, says: “Using SignLive makes a world of difference because it removes the need to rely on emails.
“Having a BSL interpreter on screen gives a sense of inclusion and it is great that Aviva will be empowering deaf customers to deal with their own finances independently.”
Joel Kellhofer, CEO of SignLive, says: "We’re so pleased to be working with Aviva and commend their push to become more accessible to customers.
“This partnership will make the home and motor insurance process so much easier for deaf customers, giving them a way to communicate with Aviva in their first language."
Customers can visit Aviva’s website to find out more.
-ENDS-
Sources
1 Source: British Deaf Association (BDA)
2 Source: gov.uk 27 April 2022
Media Enquiries
Jon Welch
General Insurance – Commerical Lines
-
Phone
-
+44 (0) 7385 951519
-
-
Email
Notes to editors:
- We are the UK's leading diversified insurer and we operate in the UK, Ireland and Canada. We also have international investments in India and China.
- We help our 19.6 million (as at 31 August 2024) customers make the most out of life, plan for the future, and have the confidence that if things go wrong we’ll be there to put it right.
- We have been taking care of people for more than 325 years, in line with our purpose of being ‘with you today, for a better tomorrow’. In 2023, we paid £25.6 billion in claims and benefits to our customers.
- In 2021, we announced our ambition to become Net Zero by 2040, the first major insurance company in the world to do so. We are aiming to have Net Zero carbon emissions from Aviva’s operations and supply chain by 2030. While we are working towards our sustainability ambitions, we recognise that while we have control over Aviva’s operations and influence on our supply chain, when it comes to decarbonising the economy in which we operate and invest, Aviva is one part of a far larger global ecosystem. There are also limits to our ability to influence other organisations and governments. Nevertheless, we remain focused on the task and are committed to playing our part in the collective effort to enable the global transition. Find out more about our climate goals at at www.aviva.com/sustainability/climate and our sustainability ambition and action at www.aviva.com/sustainability.
- Aviva is a Living Wage, Living Pension and Living Hours employer and provides market-leading benefits for our people, including flexible working, paid carers leave and equal parental leave. Find out more at https://www.aviva.com/about-us/our-people/
- As at 30 June 2024, total Group assets under management at Aviva Group were £398 billion and our estimated Solvency II shareholder capital surplus as at 30 September 2024 was £7.6 billion. Our shares are listed on the London Stock Exchange and we are a member of the FTSE 100 index.
- For more details on what we do, our business and how we help our customers, visit www.aviva.com/about-us
- The Aviva newsroom at www.aviva.com/newsroom includes links to our spokespeople images, podcasts, research reports and our news release archive. Sign up to get the latest news from Aviva by email.
- You can follow us on:
- X: www.x.com/avivaplc
- LinkedIn: www.linkedin.com/company/aviva-plc
- Instagram: www.instagram.com/avivaplc
- For the latest corporate films from around our business, subscribe to our YouTube channel: www.youtube.com/user/aviva
