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Healthcare complaints data

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Aviva Health UK Ltd

This includes complaints about: Private Medical Insurance for individuals, small/large groups, Cash Plan 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 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 N/A 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) N/A 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 N/A 3,777 3,554 61% 38% 50% Errors/not following instructions
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 N/A N/A N/A N/A N/A N/A N/A 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 Health UK Ltd, Marks & Spencer Health Solutions, Royal London Cash Plan.