Complaints about: Motor, buildings, contents, travel, pet, breakdown cover, income protection, personal accident, mobile device and legal expenses for individuals and vehicle and property insurance for businesses.
Table of figures for period January to June 2014
|Number of complaints received||Number of complaints closed||Percentage of complaints closed in 8 weeks||Percentage of complaints upheld*|
|Banking||Not applicable||Not applicable||Not applicable||Not applicable|
|Home Finance||Not applicable||Not applicable||Not applicable||Not applicable|
|General Insurance and Pure Protection||Included in figures below||Included in figures below||Included in figures below||Included in figures below|
|Aviva Insurance Limited||18,465||18,353||93.8%||51.6%|
|Gresham Insurance Co Ltd||844||864||94%||67.7%|
|Decumulation, Life and Pensions||Not applicable||Not applicable||Not applicable||Not applicable|
|Investments||Not applicable||Not applicable||Not applicable||Not applicable|
* This represents the percentage of customers who we recognise had a valid complaint in full or part.
The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 8 weeks. This is the information you’ll see here. Our aim at Aviva is to resolve the majority of complaints within 10 days. If we can’t, we’ll let you know why and when you can expect to hear from us.
Details of the number of cases referred to the Financial Ombudsman Service can be found on the Financial Ombudsman website.
We listen to you
So, what have we done to improve our services or products?
- MyAviva – all your policies in one place
You told us that you wanted to view all of your Aviva policies in one place, so we developed MyAviva. You can register for your secure personal on-line account to see not just your motor, home, breakdown and travel cover, but many life insurance, investment, healthcare, annuity and pension products too. For home and motor you can also print documents, renew and make certain changes to your policy.
- MyAviva Smartphone App
Whether it’s banking, shopping or just keeping in touch, there’s an app to make this easier for you. The free to download MyAviva app (iPhone and Android) gives access* to your home, motor and travel policies plus many life, investment, annuity and pension products. There’s so much at your fingertips; set reminders and renew your car or home insurance, check the value of your pension fund, find out the cost of life cover, exchange insurance details electronically if you’re involved in an accident, or even enjoy exclusive offers or watch rugby on your phone.
* for Aviva Direct customers
- Making it easier for new motor customers
Following feedback from you we’ve improved the on-line motor quote and buy process. Instead of needing your reference number to retrieve a quote, you can now search using some personal details. This reduces the times you need to pick up the phone and speak to us.
- Improvements to your Home cover
Although our Aviva Direct Home cover is already Defaqto 5* rated, we’re always looking at ways to make improvements. Following feedback from you, we’ve raised the limits on some of our optional extras; Pedal Cycle cover has increased from £2,500 to £3,500 and both Specified Valuables and Specified Personal Belongings has risen to £30,000. What’s important to you is important to us.
We like to hear from our customers so that we can keep improving our service. What do you think of our information? If there's any feedback you'd like to give us then please contact us.
Brands and trading names
Aviva Insurance Ltd, Gresham Insurance Co Ltd, Barclays, Co-Operative Financial Services, General Accident, HSBC Group, Lloyds , Nationwide, Post Office, Santander, Abbey Life, AMS, Beneficial Finance, Best Buy, Carphone Warehouse, Cattles, Centerpoint, Cheltenham & Gloucester, Coventry Building Society, Cumberland Building Society, CUNA, Daimler Chrysler, Danske Bank, April UK , Endeavour, Everyday Loans, First Complete, GUS/Kays/Argos, Leeds Building Society, Linkfield, Shop Direct, NAG, Nemo Personal Finance, Norwich & Peterborough, Paragon, Paymentshield, Royal Bank of Scotland, Royal Liver, Royal London, Scottish Building Society, Sequence UK, Skipton Building Society, Tesco, Quote Me Happy, Unilever, Unity, West Bromwich Building Society