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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 2020

  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 4.73 per 1,000 policies in force Not applicable 69,164 72,522 43.6% 49.4% 55.5% Other general admin / Customer service
Gresham Insurance Co Ltd 4.75 per 1,000 policies in force Not applicable 2,254 2,233 70.0% 27.7% 51.9% 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 Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 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

* 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