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General insurance complaints data

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Aviva UK general insurance

This includes 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 the 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 N/A N/A N/A N/A N/A N/A N/A N/A
Home Finance N/A N/A N/A N/A N/A N/A N/A N/A
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 N/A 107,834 109,075 29% 54% 78% Unclear guidance / arrangement
Gresham Insurance Co Ltd 3.9 per 1,000 policies in force N/A 1,974 1,962 76% 22% 58% Other general admin / Customer service
Decumulation and pensions N/A N/A N/A N/A N/A N/A N/A N/A
Investments N/A N/A N/A N/A N/A N/A N/A N/A
Credit related Aviva Insurance Limited 0.03 per 1,000 policies in force N/A 33 33 N/A N/A 18% N/A
Credit Related – Gresham Insurance Co Ltd 0.01 per 1,000 policies in force N/A 5 5 N/A N/A 20% N/A

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

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

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.