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 July to December 2013
|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||15,689||15,928||92.5%||60.5%|
|Gresham Insurance Co Ltd||865||882||95.6%||66.3%|
|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 customers 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?
- NCD scale changes
Building up your no-claims discount (NCD) is something to be proud of, reflecting your driving record and attracting the best premium discounts. Customers told us our existing 5 year NCD limit didn’t always accurately reflect their driving history so, as a result, we’ve increased our NCD limit to a full 15 years.
- Helping you help yourself
We’re committed to helping customers better understand their policies. Our suite of short and informative videos, hosted on our website, has been extended to include ‘wear and tear’. In addition, our Aviva Direct email magazine contains hints and tips and we’re ready to provide ‘in the moment’ severe weather advice for storms, floods and freezing conditions.
- Improvements to our property claims service
Getting your home back to normal quickly after a claim is not just a ‘nice to have’. From customer feedback we realised we weren’t always able to instruct a surveyor straight away, or have one on hand to assess reports as soon as they arrived. To put this right we’ve introduced a new system, allowing appointments to be booked on the first call, and in-house surveyors now sit in our claims centre, reviewing and approving simpler cases which don’t always need a site visit.
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