Asprea Insurance claim NIGHTMARE!!!

aimee_pritchard

Having read many of the other posts - i wondered if ayone had managed to resolve their problems with Asprea?

We had a water leak in May - originally quite straightforward. The lino and floor soaked, and the carpet ruined in the room below. Called Norwich Union and were told - no wories, someone would be out the next day.

They appointed Asprea to deal with the buildings. That's where it all went wrong!


It took days for aprea to arrive on site and following that weeks before they did anything. the upshot is that instead of some new lino, and carpet and drying out; I have had a new floor in the bathroom (builder out his foot through it!!) whole room retiled (badly), bedroom and sitting room painted (due to damage caused by humidity).

thay have completely failed to manage the claim - consistently causing delays to query the most trivial things. My claims manager id absolutely useless - and even though I have tried to speak to someone elese they always refer me back to him. they even tried to make me pay out of my own pocket when one of their builders 'accidentally' pulled the ceiling down in my bedroom. The work still isn't finished!!!! Poor quality all round! I am truly shocked as have always had faith in norwich union/aviva

I have made several formal complaints to Apsrea (most conveniently lost) and have complained to Aviva who 'understand' - what do I do???

dacouch

You must get really annoyed when you watch the Aviva adverts, your not a number etc we care etc etc.

When we used to deal with NU / Aviva via fax we used to joke that their fax machines are all above their waste paper bins as so many faxes went missing.

Have a read of this thread http://forums.moneysavingexpert.com/showthread.html?t=560809&highlight=asprea

Send an email to [EMAIL="rebecca.sibley@aviva.co.uk"]rebecca.sibley@aviva.co.uk[/EMAIL] she works for aviva and represents them on MSE.

Do you deal with Aviva through a broker, if so ask the broker to use their contacts to pull some strings

mattymoo

dacouch wrote: »

Send an email to [EMAIL="rebecca.sibley@aviva.co.uk"]rebecca.sibley@aviva.co.uk[/EMAIL] she works for aviva and represents them on MSE.

This was her last post on the 17th of July -

I'm leaving the office now until Monday 27th July.
I will possibly be around, but if you have an urgent query please email [EMAIL="ukdisupport@aviva.co.uk"]ukdisupport@aviva.co.uk[/EMAIL] .

Not been seen since. Hope Beccus has not been a victim of the seemingly neverending jobs cull over at Arriva Bus Insurance Co :-)
Sorry - I mean Aviva.

aimee_pritchard

thank you so much - am on it! Honestly, i can truthfully say i have never dealt with a company so determined to make a customer's life difficult!

I think that Aviva are fairly blameless - in an 'eh?' kind of a way. Asprea, though: disgusting!

I have also found out how much they are billing Aviva for the claim - unbelievable!!!!! (via Homeserve, and Includes minor works cited but not done!)

aimee_pritchard

I'd like to be surprised...but...

dacouch

Aimee you pay your premium to Aviva so that if you have a claim its sorted out with the minimum of fuss. They are not blameless in this as they in their wisdom use Aspera and have not dealt with your complaints.

The only way for you to get things moving are to kick some butt, iof possible get a different contract onto the job eg a proper local tradesman

aimee_pritchard

Dear Dacouch,

I have kicked a serious amount of butt this week!!!! The problem is 'ping-pong' they bounce it backwards and forwards - aviva:asprea asprea:aviva!

My latest is my shower! Taken off whilst bathroom retiled and left knocking about on the floor for a couple of weeks. They replaced (badly) it is now leaking!!!! I don't know how long its been leaking for as I haven't been able to get into the bathroom - and, I'm on a water meter!

Shower was perfect before (as new in fact)!

I spoke to Asprea : 'we'll talk to homeserve'. Homeserve turn up unannounced , 'not our problem'. back to Asprea - 'not our problem'. So too Aviva, 'asprea have been appointed - they HAVE to be allowed to look in to it'.

I am giving them until 9.30am tomorrow - then I will get in building surveyor to check EVERYTHING and a Contractor to complete and fix all !!!!-ups. And my solicitor to check qualifications of all (and there have been many) surveyors and tradesmen who have been in my house!

I am not happy and willing to take this as far as necessary!

I can't believe Asprea are allowed to function!

[Deleted User]

Hi all.

firstly, mattymoo, I'm still here, apologies for lack of presence recently, with sickness and holiday and other areas of my work getting bigger I've not been paying as much attention as I have in the past. I need to work on getting the balance right.

Aimee pritchard, again, my apologies for not getting in touch sooner, and I am sorry you are having so many problems. I am available to help, if you'd like to drop me an email. (rebecca.sibley@aviva.co.uk)

Becca

mattymoo

Glad to see you're back Beccus, hope you are feeling better.

Apologies for little jibe about jobs at Aviva - I went through it all with RSA a few years ago - the words "business review" would just mean 3-4 months wondering if you were going to be out of a job. It became an annual event.

[Deleted User]

I understand mattymoo
Feeling loads better and hope to be able to juggle everything a little better from now on. If I do go radio silent, my email is always available, if I don't notice something straight away please don't be afraid to email or tell the poster to email.

Becca

tangiblesolutions

Another fine example of Asprea. As a company that specialises in building work resulting from an insurance claim (we work with the customer and not the Insurance Co) we have now got to the stage where we ask for Asprea to be taken off any claims due to precedent set in previous claims. This company will call the Insured their customer when clearly it is not. They will ignore the customers wishes and talk direct to our customers regardless of written authority and they will not provide any written support from builders of any cash settlement offered. This company is a complete shambles. You cannot run a sustainable company at the rates insurance companies pay their repairers. You only have to look in to what has happenned to Homserve.
The customer has freedom of choice and can ask a local builder to look after their interest. Do not be bullied by these people. You are the customer and they should listen to you.

MW