Aviva Health UK Ltd
This includes complaints about: Private Medical Insurance for individuals, small/large groups and Health Essentials.
The data on this page gives 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 the period 1st January to 30th June 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 | 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 | 10.33 per 1,000 policies sold | 1,349 | 1,327 | 48.1% | 49.6% | 45.0% | Disputes over sums / charges |
| Aviva Insurance Ltd (product / service) | 39.45 per 1,000 policies in force | Not applicable | 6,540 | 6,118 | 40.7% | 57.5% | 47.8% | 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
* 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 Health UK Ltd
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.
Digital complaints data
Find out about the complaints we’ve received relating to the sales and marketing activity of Aviva UK Digital.