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 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||20,717||21,680||80.4%||60.7%|
|Gresham Insurance Co Ltd||611||654||96.0%||53.2%|
|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?
- No Claims Discount process improvement
Our Direct motor customers have told us that our no claims discount (NCD) process needed improvement, especially if we haven’t seen any evidence of the customers NCD and their premium increases as a result of this.. To address this we’ve made several changes. We’ve improved the quality of the email we send, we’ve increased the number of reminders from 3 to 5, made it clearer in our correspondence what proof we need, the deadline we need this by and highlighted the consequence of not doing so. Customers registered with MyAviva can now also upload their NCD proof, which will automatically be routed to the NCD validation team
- Easier Home, Motor and Travel quotes
We all like to shop around, be it for a holiday, a new gadget or to find the best insurance product which fits our needs. But we know from feedback that entering lots of information to obtain a quote can be a chore. For our existing Direct customers, registered with MyAviva, we’ve improved the online journey so getting a quote for Motor, Home or Travel cover could be just a few clicks away. By using information we already hold, we can usually provide a simple quote (based on certain assumptions) with no additional, or just a few pieces of extra information. You can then tailor the quote to meet your requirements. A great way to explore 5 star rated cover from Aviva
- Improvements to MyAviva
We’re always looking at ways to improve, and for our Direct customers we’ve made MyAviva even better. Once you log in, the homepage provides an instant view of your existing policies, with a blue “!”sign posting when you need to take action. There’s also information on our other products, highlighted in red, which could be of interest. So, as well as helping you manage your cover online, MyAviva is now even clearer.
- Helpful advice to protect your home
Pictures of the extensive flooding in the UK have been all too prevalent. The Extreme Weather Hub, added to our website in the autumn, includes easy to follow guides to prepare before a storm or flood. If you are affected, it also covers how to cope with getting your home back to normal afterwards. This, and lots of other helpful advice, isn’t only for Aviva customers but fully accessible to anyone wanting to take steps to protect what’s important to them.
- Un-occupancy and home-sitters
Leaving homes un-occupied for long periods of time increases the risk of burglary and undetected, potentially very damaging, leaks. With the growth of ‘home sitting’ services, homeowners can now ensure their homes remain occupied if they’re away. So, if you plan to use a ‘sitter’ you’ll still need to let us know, but providing they’re a professional company, no extra restrictions to your Direct home cover will apply.
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, AMS, Best Buy, Dixons Carphone, Cattles, Cheltenham & Gloucester, Coventry Building Society, Cumberland Building Society, CUNA, Daimler Chrysler, Danske Bank, April UK , Endeavour, Everyday Loans, First Complete, GUS/Kays/Argos, Hagerty, Honda, Homeserve, Hood Group, Leeds Building Society, Shop Direct, LSL, NAG, NCI, Nemo Personal Finance, Paragon, Paymentshield, Royal Bank of Scotland, Royal London, Scottish Building Society, Skipton Building Society, Tesco, Quote Me Happy, Unity, 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.