Aviva UK General Insurance

Complaints about: Motor, Buildings, Contents, Travel, Pet, Healthcare, 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 2018

Number of complaints opened by volume of business
Product / Service grouping Provision (at reporting end period) 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 Shown in figures below Not Applicable Shown in figures below Shown in figures below Shown in figures below Shown in figures below Shown in figures below Shown in figures below
Aviva Insurance Limited 6.3 per 1,000 policies in force Not applicable 107,834 109,075 29% 54% 78% Unclear guidance / arrangement
Gresham Insurance Co Ltd 3.9 per 1,000 policies in force Not applicable 1,974 1,962 76% 22% 58% Other general admin / Customer service
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 Aviva Insurance Limited 0.03 per 1,000 policies in force Not applicable 33 33 Not applicable Not applicable 18% Not applicable
Credit Related – Gresham Insurance Co Ltd 0.01 per 1,000 policies in force Not applicable 5 5 Not applicable Not applicable 20% Not applicable

The FCA 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’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 here: Financial Ombudsman website.

* This represents the percentage of customers who we recognise had a valid complaint in full or part.

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Brands and Trading names

Aviva Insurance Ltd, Gresham Insurance Co Ltd, Barclays, Cornmarket Insurance Services Ltd, Ryan Direct Group, General Accident, HSBC Group, Lloyds, Nationwide, Post Office, Santander, 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 International Ltd, Honda, Homeserve Membership Ltd, Hood Group, Leeds Building Society, Shop Direct Financial Services, LSL, Clydesdale and Yorkshire Banking Group, NCI Vehicle Rescue, Nemo Personal Finance, Paragon, Paymentshield, Royal Bank of Scotland, Royal London, Scottish Building Society, Tesco Personal Finance Plc, TSB Pick and Protect Home Insurance, Quotemehappy.com, Wessex, Natwest, M&S Bank.

Complaints data

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