Aviva UK Digital
This includes complaints about: Motor, Buildings, Contents, Travel, Breakdown Cover, Home Assistance, Legal Expenses, Personal Accident, Life & Critical Illness, Private Medical Insurance for Individuals, Guaranteed Lifelong Protection (50+), Free Parent Life Cover, Living Costs Protection and Speedy Diagnostics.
Aviva UK Digital is an intermediary which introduces and sells direct to consumer products underwritten by Aviva Life Services UK Ltd and Aviva Insurance Ltd. The complaints shown below are in relation to sales and marketing activity which has been undertaken by Aviva UK Digital.
Table of figures for the period 1st July to 31st December 2023
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / Service grouping | Provision (at reporting end period) per 1000 PIF * | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld ** | Main cause of complaints opened |
| Banking and credit cards | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
| Home Finance | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
| Insurance and pure protection | Not applicable | 0.05 per 1,000 sales | 177 | 176 | 31.8% | 55.1% | 36.9% | Advising, selling & arranging |
| Decumulation and pensions | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
| Investments | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
| Credit related | Not applicable | 0.0 per 1,000 sales | 0 | 0 | Not applicable | Not applicable | 0% | Not applicable |
The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 3 days and between 4 days and 8 weeks. This is the information you can see here.
Details of the number of cases referred to the Financial Ombudsman Service can be found at the Financial Ombudsman website.
Important information
* PIF stands for policies in force.
** This represents the percentage of customers who we recognise had a valid complaint in full or part.
Brands and trading names
Aviva UK Digital Ltd, Quotemehappy.com, General Accident.
Complaints data for other categories
Explore complaints data for one of our other categories.
Tell us about a complaint
We are committed to treating our customers fairly, we want to learn and put things right.
General Insurance complaints data
This covers complaints about our motor, home and travel insurance products, plus others.
Life and pensions complaints data
Take a look at complaints data relating to our life insurance and pension products.
Health complaints data
Here you can find the complaints data relating to our health products.