Aviva Health UK Ltd

Complaints about: Private Medical Insurance for individuals, small / large groups, Cash Plan and Health Essentials.

In order to provide transparency for our customers, we have provided an overall view of Aviva Health’s complaint position, combining data submitted by Aviva Health with an extract of Health data submitted under Aviva Insurance Limited, underwriter of the product.

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 Health UK Ltd (sales) Not applicable 1.2 per 1,000 policies sold 106 93 42% 46% 24% Unsuitable advice
Aviva Insurance Ltd (product / service) 26.8 per 1,000 policies in force Not applicable 3,777 3,554 61% 38% 50% Errors/not following instructions
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 Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 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 here: Financial Ombudsman website.

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

Feedback

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 our contact us page.

Brands and Trading names

Aviva Health UK Ltd, Marks & Spencer Health Solutions, Royal London Cash Plan.

Complaints data

Back to top