• Voice Verification - Customer flyer
• What is Voice Verification?
• Is it secure?
• How do I use it?
• What are the steps?
• What’s the benefit of using voice?
• How does Aviva store the details?
• What if someone rang up and was a twin, had an illness or had a vocal operation etc?
• What happens if there is background noise?
• What can I do over the phone?
• Do we have instructions for clients in how to use it?
• Does the client get a confirmation of registration?
• It seems too complicated; do I have to use it?
• How do I record my voice?
• Will it increase my time on the phone with Aviva?
• What happens if someone tries to imitate my voice? What are the processes for fraud issues?
• Who can sign up?
• What products is it available for?
• What words are used and accepted?
• Do I need a PIN number?
• Do I need a special phone?
• What happens if my voice isn’t recognised after it’s all set up?
• Will it replace know your customer (KYC) identification?
• Will I have to record my voice each time I ring?
• Does my voice get stored per client or per product?
• Where is the voice stored?

Customer flyer

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• Voice Verification measures the characteristics that make up an individual’s voice.

• It is a process that can identify an individual based on a sample of their speech (called a ‘ voice print’).

• Voice Verification uses the acoustic features of speech that differ between individuals such as the size and shape of the throat and the mouth, plus learned behavioural patterns like voice pitch and speaking style.

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• Yes, the Voice Verification system is a very secure way of identifying an individual.
• A fingerprint has approximately 40 unique characteristics; a voice has over 120 unique characteristics, making it extremely safe.
• This means that using Voice Verification is a very secure way of verifying and identifying you when you call us.

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• Using Aviva’s Voice Verification is easy. All you need is a telephone and your Account, Member or Policy Number.
• You can register quickly and easily, just by following the prompts.

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Call Aviva
Call 1300 4 AVIVA (1300 4 28482).

Speak
You will then be directed to a Customer Service Officer who will answer your call and take you through our security checks. The Customer Service Officer may offer you the option to register your voice print for the very first time.

Press
Simply press 1 on your telephone keypad to begin your voice print registration.

Register your voice
To register your voice print, you will need to state your Account, Member or Policy Number. Remember to speak naturally, not too fast or too slow and use the same natural voice each time.
To start, state your Account, Member or Policy Number.

Confirm verbally
You will need to confirm your number three times.

Complete
Your voice print has been registered. A registration confirmation letter will be sent to you by post.

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• When you call us next time there will be no more security questions.
• We will recognise you instantly by the sound of your voice via our Voice Verification System.

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The voice print is converted into a binary code that is processed through a security algorithm that is unique to you.

• Your Account, Member or Policy Number is then linked to your voice print and cannot be replicated by anyone else.
• Your voice recording is not stored and cannot be ‘reverse engineered’ for any other purpose.

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The software has been tested with twins and has successfully distinguished between the voices.

• An illness is unlikely to impact the ability to be identified. While you may sound different, you are still producing the same vocal patterns that the software expects.
• A throat operation will quite likely affect your vocal ‘equipment’.  In such a situation, our Client Service team will take you through a new standard security check and then have you register your new voice print.

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• This depends on the actual level of noise.  Reasonably high noise could have a negative impact the quality of your voice print or successful verification.
• We recommend that you register in a quiet environment.

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• Initially, this will relate to clarification of instructions or finalising partially complete instructions.
• This service will be utilised across all products in the same way we use our existing call recording.
• For specific questions, please refer to one of our Client Service Officers by calling 1300 4 AVIVA (1300 4 28482).

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• Yes, a copy of instructions can be found on aviva.com.au

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• Yes, upon registration you will receive a letter confirming this in the mail.

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• You should find our Voice Verification System simple and easy to use, however if you choose not to use it, we can assist in identifying you by asking you security questions with each call.

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• You will be prompted for your Account, Member or Policy Number three times in our Interactive Voice Recognition (IVR) system. 
• Once you register, one of our Client Service Officers will be able to assist you.

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It will take approximately two minutes for the initial registration, subsequent calls will be a faster and better experience for you.

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• If an unauthorised person calls, our system will inform us that the caller is an imposter and our staff will follow the manual security screening process and report potential fraud as per the normal business processes.
• The process we follow is identical for any suspicious activity.

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• Any customer of Aviva who has an active Account, Member or Policy Number can sign up.

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• All of our insurance, investment and superannuation products.
• You simply need an active Account, Member or Policy Number.

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• Only your registered Account, Member or Policy Number will be recognised, including your date of birth if required.
• This is not your typical voice recognition system. This is a biometric system that identifies not only what you say, but how you say it; this is what allows us to establish caller identity.

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• Your registered Account, Member or Policy Number is your Personal Identification Number (PIN).
• You should keep this number secure in the same way you would for bank account details.

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• Any phone can be used.

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• In the unlikely event this occurs, our Client Service Officers are happy to coach you through another registration. 
• At any time, you can still be serviced by our existing secure manual methods with a Client Service Officer.

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• No, we are not replacing a 100 point identification.
• Aviva still needs to establish your identification before allowing you to register your voice print.

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• No, you only need to register your voice once. 
• If you own more than one product with us, you should register against each unique Account, Member or Policy Number.
• The only requirement is simply that you need to quote your Account, Member or Policy Number when calling Aviva again in future.

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• You voice print will be linked to your Account, Member or Policy Number. Each different number produces a unique voice print.

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• The binary representation is stored in a secure database at Aviva.

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