Aviva UK General Insurance

This includes complaints about: Motor, Buildings, Contents, Travel, Healthcare, Home Assistance, Income Protection, Personal Accident, Gadget and Legal Expenses for individuals and business insurance.

Table of figures for the period 1st July to 31st December 2023

  Number of complaints opened by volume of business            
Product / Service grouping Provision (at reporting end period) per 1000 PIF * Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld ** Main cause of complaints opened
Banking and credit cards Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Home Finance Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Insurance and pure protection Shown in figures below Not applicable Shown in figures below Shown in figures below Shown in figures below Shown in figures below Shown in figures below Shown in figures below
Aviva Insurance Limited 3.18 Not applicable 43,127 42,579 31.3% 63.6% 62.1% Other general admin / customer service
Gresham Insurance Co Ltd 1.68 Not applicable 567 624 41.5% 54.2% 42.8% Other general admin / customer service
Decumulation and pensions Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Investments Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Credit related Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable

The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 3 days and between 4 days and 8 weeks. This is the information you can see here.

Details of the number of cases referred to the Financial Ombudsman Service can be found at the Financial Ombudsman website.

Important information

* PIF stands for policies in force.

** This represents the percentage of customers who we recognise had a valid complaint in full or part.

Brands and trading names
Aviva Insurance Ltd, Gresham Insurance Co Ltd

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