A pilot project deploying drones in property and casualty risk assessments has exceeded expectations and delivered an unexpected benefit—delighting customers.
In 2024, the Aviva Risk Management Solutions (ARMS) team began using drones to conduct risk assessments at commercial customers’ properties. The hope was that the technology could help risk managers save time and improve safety—no more climbing up to rooftops or walking across vast construction yards amid working excavators and other heavy equipment to do inspections and collect data.
What the drone innovation team didn’t anticipate was how much ARMS customers would value the information that drone footage could share with them.
“Not only are we saving time by deploying a drone to get up-close footage of a property, we’re able to show customers what we’re seeing and how and why we’re making risk assessment recommendations,” said Nelson Jamison, an ARMS regional manager.
“This has led to more collaboration between our customers and our risk managers. When we review footage together, we can provide deeper insights and education.”
When they learn about the technology, customers typically have three questions.
Why use a drone on my property?
“Being able to view the property from the sky gives us a new perspective on risk management. We’re able to see things with depth, including the surrounding areas. This allows us to offer more precise advice that takes into consideration the bigger picture,” said ARMS risk manager Kevin Garrington.
How does Aviva use the footage?
Privacy is top-of-mind for many customers. Risk managers are happy to share images with them, but, otherwise, the footage is used exclusively internally to make risk assessment recommendations. They are part of Aviva’s broader privacy standards and are protected the way all data is.
How can drone footage help my business?
The drone footage offers customers a window into the nooks and crannies of their operations that they don’t have an opportunity to see very often—or at all.
There have been some instances where customers were able to see deficiencies in the installation of equipment on rooftops from drone footage. The evidence helped them go back to their contractors to ensure they got the service they paid for.
Fresh footage of a property—as opposed to Google Maps data which may be up to 2 years old—allows both risk managers and customers to see what’s happening in real-time.
Jamison points to a business in Quebec that was experiencing water ingress in their roof. When the risk manager deployed the drone, it was clear that wind had pushed snow into one area. “Having that visual really helps add context to the recommendations we provide.”
“We also gain a lot of valuable insight into how a building is made, how it’s kept up, and the inherent and real-time risks. And when the customer can see that for themselves, it makes it more credible and our recommendations mean more to them.”
Are drones available in your area?
Currently, risk managers are using drones in some areas of the western region, Ontario, Quebec, and Nova Scotia. “There are certain areas where drones can’t be deployed, including military zones and prisons, but, when there is clearance and the weather is right, the technology is an efficient way to serve customers. As the project is scaled, drones may be available for risk management assessments across the country.”
What are customers saying?
As part of the pilot project, the drone innovation team is compiling comments from our customers about the technology.
- Granby, QC: “I could see the roof drains were working well, and the gutters were clean.”
- Edmonton, AB: “This drone technology is incredible. It gave me a clear view of exactly where my $10,000 went on roof repairs.”
- Franklin, QC: “What a fantastic way to capture large complexes and wide footprints.”
Learn more
Are you interested in drone technology to assess risk in your business? Aviva Risk Management Solutions has professional risk consultants across Canada who can provide expert advice and resources. Reach out to us at arms.canada@aviva.com.
