Aviva appalling customer service in the UK...you need to be aware

Karlh_3

Nice to see this complaint is gaining some traction. No news yet from Aviva, but plebble.com have featured it in their news .plebble.com/article1239/plebble-user-takes-on-avivas-customer-service-systems

Karlh_3

The letter I wrote has, I think, gained some attention. It has received 1,500 + viewings on the morning of 23rd July alone. Interestingly, about two thirds of these are coming out of Norwich. I have since learned that the letter was posted on an internal forum. This is pleasing as I hope Aviva will think about reviewing their customer service communication channels.

I've also received a letter from Andrew Moss the CEO (credit to him) and I will post the key points from Andrew on the blog also.

This is at karlhavard.blogspot.com please add http:// as the prefix. I can't add urls I'm afraid.

never-in-doubt

I think you'll find that it is posted all over the Aviva internal forums (according to twitter and the likes) ...... this is why you're generating a lot of interest. Would love to see a screenshot to see what the staff are saying about you! Self importance seems to be your forte so good luck whatever you're after.....

I think you'll find the letter comes from someone else, unlikely that the CEO of Aviva will personally respond but then who is behind a letter, after all it could be from any admin assistant purporting to be an exec!

Karlh_3

Self importance isn't my game here, and I can imagine the negative things being said about me, which doesn't bother me in the slightest. I'm trying to bring such a bad experience to the attention of Aviva, so they can improve their systems and to make other Aviva customers aware; it's social media which allows this to be broadcast +ve and -ve across the web. I'm not after any personal gain at all, my motivation is a little but further up Maslow's hierarchy for that. Maybe the letter in reply isn't from Andrew Moss, maybe it is, but that isn't the issue. It's been enough to make Aviva aware, and the responses I've had from Aviva personnel show that they actually care about this, which is nice. Hopefully, they will fix the issues raised.

never-in-doubt

Karlh wrote: »

Self importance isn't my game here, and I can imagine the negative things being said about me, which doesn't bother me in the slightest. I'm trying to bring such a bad experience to the attention of Aviva, so they can improve their systems and to make other Aviva customers aware; it's social media which allows this to be broadcast +ve and -ve across the web. I'm not after any personal gain at all, my motivation is a little but further up Maslow's hierarchy for that. Maybe the letter in reply isn't from Andrew Moss, maybe it is, but that isn't the issue. It's been enough to make Aviva aware, and the responses I've had from Aviva personnel show that they actually care about this, which is nice. Hopefully, they will fix the issues raised.

I hope they do sort it out, whilst I agree the level of service received is far from acceptable and I bet the responses from staff go to show that some people do still care but my point remains the same, coming out with comments such as 'it was so funny my wifes eyes were watering' does classify as self importance in my opinion.

Anyway, from a personal point of view, with 4 policies myself I am more than happy with their sevice (minus voice recognition) but then again i'd not go uploading everything to my personal blog - i'd write to them asking them to investigate beforehand as the blog may not help your cause..... for instance the high traffic to your site by Aviva staff will no doubt let them see other aspects of your life which may or may not help your fight....

As I say, good luck.

p.s. No i'm not Aviva, i'm just happy that they provide me with excellent service.

TheHits

never-in-doubt wrote: »

. Would love to see a screenshot to see what the staff are saying about you!

I can answer that, and I can also tell you that one of the directors has commented on it as well.

You'll forgive me if I don't say much more than that.

never-in-doubt

TheHits wrote: »

I can answer that, and I can also tell you that one of the directors has commented on it as well.

You'll forgive me if I don't say much more than that.

tell me more.......

Karlh_3

Never-in-doubt I'm so glad you are receiving excellent service. This is what I am also after, hence the letter, which I decided to put online to create more volume and be taken seriously. It worked. Your quote about my post isn't accurate as that is not what I said. But thank you for visiting the blog. Not sure where your last comment comes from about other aspects of my life, for me that is getting a little too personal. Thanks for contributing; there are always two sides to an argument.

poker-playa

John Kitson (Sales Director) possibly.

TheHits

never-in-doubt wrote: »

tell me more.......

Like I said, if you'll forgive me, I won't. Suffice to say that for what it's worth, it has been a talking point, and I can tell you Karlh for a fact that his letter is being taken seriously.

For whatever that's worth.