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

Inactive

Quentin wrote: »

More aviva speak.

Where are you pointing? What are we supposed to be looking for?

At least your inbox won't be too stretched!

You couldn't make it up...:rotfl:

Incompetence seems to be par for the course with Aviva.:(

dacouch

Inactive wrote: »

You couldn't make it up...:rotfl:

Incompetence seems to be par for the course with Aviva.:(

Whats so funny? Don't you know that Aviva have introduced a new idea which has dramatically reduced the amount of complaints they receive. They have simply removed the contact details for their complaints team or in Aviva speak "Customer Satisfaction Team".

cogito

Good spot, Quentin. It sums up the entire organisation. P!ss-ups and breweries come to mind.

Mr_Man_Full_of_Love

Aviva_company_representative wrote: »

oscardog
I'm not able to PM you, due to MSE rules of me being here (they like us to try to sort out as much on the board as possible, understandably).
I am sorry that you feel we mistreat customers, that is certainly not the intention, if you'd like to email me, I am allowed to point you to the email address on my profile.

Becca

You're an embarassement to the company, which is quite an achievement for a company that's so full of pricks.:A

quickstepqueen

Thanks for this thread. Was looking at getting a quote online from them but shan't even bother with that. The words "voice recognition system" put me off completely. I haven't even got round to reading the letter from karl because everything else said was enough to make me come to my senses. Thanks MSE users Will toddle off and look elsewhere.

oscardog

Aviva_company_representative wrote: »

oscardog
I'm not able to PM you, due to MSE rules of me being here (they like us to try to sort out as much on the board as possible, understandably).
I am sorry that you feel we mistreat customers, that is certainly not the intention, if you'd like to email me, I am allowed to point you to the email address on my profile.

For starters, please just tell me (in fact all of us) why no-one answers the "Customer Service" Phone?

EVER :mad:

oscardog

Well 6 days later and no reply - very similar to waiting for them to answer the phone.

nitrox

Very nice letter :T
I to have had to go through the rigmarole of phoning them 6, or is it 7? times, to sort out a car accident claim, that happened on the 10th of feb, i wont bore you with the details, but i feel your pain :mad:

MissUse

Well, a three week (original quote) repair on our vehicle is now at 11 weeks and counting. Aviva use their own body shop but still manage to do the third party, pass the buck routine.

We have had every excuse in the book now for the delays and have gone past more deadlines that I can shake a stick at. We are away next week and need the vehicle to go. The latest promise is Thursday. If it's not back on Thursday that's out holiday out of the window too. Fantastic eh?

Ironically, back in the middle of May we explained that we needed the vehicle back by June and the chap on the end of the phone laughed at our pessimism!

Never ever again will we use Aviva. What a hecking joke! :mad:

Seanos

Just in case any of you thought that Aviva might have improved please note my recent experience by way of copy of my complaint -

What Went Wrong:
I have been trying unsuccessfully since Friday 23/07/10 to get a copy of a new insurance certificate which I need to tax my new car on Thursday 29/07/10.
I have endured the following:
Being told it will take up to 10 working days to arrive. Why? First class post arrives the next day 98% of the time.
Waiting for over ten minutes to be connected.
Having to try to understand people whose first language is not English.
Having to talk to a machine that doesn't understand what I say.
Not being given a new username and password to access the policy online despite three requests. This has never worked.
Being promised a fax copy of a cover note twice that hasn't arrived yet.
How Can We Fix It:
Base all call centres in the UK.
Remove the voice recognition system that doesn't work.
Post documents within 24 hours.
Ensure I get a copy of my certificate by Wednesday 28/07/10.

This morning I did get a temporary cover note (not the actual changed policy) through the post but still no fax or new username and password to get on to their online access. I also haven't had any reply (other than a standard automated one) to my complaint. I will not be renewing with Aviva and advise others to think hard about any savings they offer over their rivals. I just wish I'd thought to look at this thread before buying insurance with them.