Norwich Union offers unique service to motor vehicle policyholders

Article date: 29 September 2008

Norwich Union is helping policyholders get back on the road quicker by offering a unique used vehicle replacement service after they have agreed their cash settlement for a written-off vehicle claim.

The insurer continues to offer a brand new vehicle replacement service for written off vehicles, subject to policy conditions. For cars that don't fit the criteria for the new vehicle service, the insurer will now also offer the option of a unique used vehicle replacement service.

Norwich Union along with partner, Replacement Vehicles Limited, will source the vehicles for customers who choose the new service.

Paul Pancham, Norwich Union customer service director, said: "Where it is important for customers to continue to be mobile, the used vehicle replacement service is an effective way of getting customers with older vehicles back on the road quicker, keeping disruption to a minimum."

At the point of the vehicle being written off, providing the value of policyholder's vehicle is greater than £2,500, the customer will be directed to a panel of reputable dealers. Once sourced, the used vehicle of their choice can sometimes be available within as little as 48 hours.

Paul continues: "Norwich Union is the first insurer to offer customers the choice between a payout, a new vehicle and now a used vehicle.

"Traditionally, insurers deliver a cheque to the customer to settle a motor claim.  The customer would then have to source a replacement vehicle by trawling the internet or visiting numerous dealerships, which can take a great deal of time.

"The used vehicle replacement service enables policyholders to specify exactly what they are looking for and have Norwich Union find it for them.  As an additional benefit, all vehicles also carry a warranty, full MOT and are serviced, so as well as saving themselves valuable time, customers have peace of mind."

Simon Copp, a Norwich Union customer since March 2004, said:  "I was recently involved in an accident and my Chrysler PT was declared a write-off. It had 54,000 miles on the clock and was bought new in March 2004.

"Through Norwich Union's used vehicle replacement service, the exact same model was found. To my surprise, the replacement was six months younger and it had only 17,000 miles on the clock. It was also delivered within 48 hours. I was more than happy with the service and I continue to be insured by them."


For further information, please contact:
Sam Bramwell at Staniforth on 0161 919 8024 / 077381 96667 or Erik Nelson at Norwich Union on 01603 682 264/ 07989 427 086.

Notes to editors:

Norwich Union is the UK's largest general insurer with a market share of around 15%, with a focus on insurance for individuals and small businesses.

It is a leading provider of life, pensions and investment products and one of the largest financial adviser (FA) providers. FAs provide over 70% of the company's long-term savings business in the UK.

Norwich Union's news releases and a selection of images are available from Aviva's internet press centre at

In the summer of 2009 Norwich Union will change its name to Aviva. Aviva is the world's fifth largest insurance group and operates in 27 countries. Aviva is to become the customer brand worldwide, thus enabling the company to compete even more effectively on a global scale for the benefit of customers, staff, business partners and shareholders.

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