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 2015
|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||19,063||17,689||94.4%||65.8%|
|Gresham Insurance Co Ltd||706||721||93.9%||54.8%|
|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 our customers.
So, what have we done to improve our services or products?
- Home and Motor Renewal Document Enhancements
It’s said we’re all suffering from ‘information overload’, so we’ve made what you said was most important to you clearer in our Aviva Direct Home and Motor renewal invitations. The first thing you’ll see is the premium and renewal date and, if you’re paying by direct debit, both the monthly and annual amounts are given. We’ve even limited the use of asterisks and symbols to avoid confusion.
- Travel Ratings and Reviews
How often do we turn to online advice or the opinion of other consumers before making a hotel booking, buying a product or using a company? So, like our Direct Home and Motor customers, those buying Direct Travel insurance can now leave a review and rate the product too. We’re proud of our Defaqto 5* cover, but know how important your views are to others. And, because we use an external company to verify the reviews, you can be confident of getting the full picture.
- Easier Direct Debit resolutions
You told us how frustrating and time consuming it was being transferred to a specialist team for simple direct debit issues and your feedback has helped us develop a new approach. We’ve ensured that all service calls are dealt with by our customer service handlers who can now resolve most direct debit issues there and then on the first call.
- Claims fulfilment improvements
It can be no fun having to claim for treasured possessions damaged after a flood, theft or accident. We’ve always made this as painless as possible, getting things back to normal, fast. Now, our market leading collaboration with top UK and global brands has meant we can settle many claims instantly with a selection of replacement options, including Amazon Gift Certificates, often received within a few minutes of the call. We’re the first insurer to have a direct fulfilment relationship with Apple, so customers could receive replacement goods directly from them. For other mobiles, we’ll swap your broken device, replacing it within 48 hours from Dixons Carphone. If you opt for home or work delivery our preferred delivery partner, DPD, will text you a slot and keep you updated until the delivery’s made. Alternatively, you could collect from one of Dixon’s 530 UK stores. It may be a claim, but we won’t make it a chore.
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 use the 'Contact us' link at the bottom of the page.
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
On 13 April 2015, Aviva acquired the Friends Life Group of Companies. The complaints data for Friends Life can be found by clicking here