Complaints about: Motor, Buildings, Contents, Travel, Pet, Breakdown Cover, Home Assistance, 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 2016
|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||27,257||25,428||92%||64%|
|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 FCA 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 by clicking on this link: Financial Ombudsman website.
We listen to our customers.
So, what have we done to improve our services or products?
- My Aviva
MyAviva is continuing to grow to help save our customers’ time and energy, as well as solving a few of their day to day problems. It’s quick and easy to register, and existing customers can see all their policies in one place and change personal details once without any fees or hidden charges.
MyAviva is also a place for customers to access interactive tools and calculators. Customers approaching retirement can now benefit from Live Happier, a portal of tips and articles geared towards answering retirement questions.
We want to make it easy for our customers to protect the things that matter to them. So, using information gathered from trusted Aviva partners and third parties, we’ll be offering existing MyAviva users an instant quote for Home Buildings and Contents cover, so they don’t have to answer lots of questions we already know the answers to.
- Improving your claims experience
Customers told us that making a claim can sometimes take too long. So, to help enhance this journey we have made a number of changes. We have improved the experience for customers claiming online for Home and Personal Motor products and introduced the ability for windscreen repairs to be booked online. We have created a smart decision making tool that has improved the accuracy of identifying whether a customer’s car needs to be written off, minimising customer disruption.
- Your Price Explained
We know that insurance can be complex and not always easy for our customers to understand. To be more transparent with our motor and home products we have updated our existing ”Your Car Insurance Price Explained“ and ”Your Home Insurance Price Explained“ pages on our website.
We have increased the useful information on both of these web pages to help customers understand what impacts their price. And we have included for the first time, the breakdown of a typical premium, tips on how to improve your car insurance price and information on the insurance premium tax increase and other costs.
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, Cornmarket, Direct Group, General Accident, HSBC Group, Lloyds, Nationwide, Post Office, Santander, Best Buy, Dixons Carphone, Cattles, Cheltenham & Gloucester, Coventry Building Society, Cumberland Building Society, Daimler Insurance Services UK Ltd, Danske Bank, April UK , Everyday Loans, First Complete, Hagerty, Honda, Homeserve, Hood Group, Leeds Building Society, Shop Direct, LSL, CYBG, NCI, Nemo Personal Finance, Paragon, Paymentshield, Royal Bank of Scotland, Royal London, Scottish Building Society, Tesco, TSB, Quote Me Happy, Wessex
On 13 April 2015, Aviva acquired the Friends Life Group of Companies. The complaints data for Friends Life can be found by clicking here.