Weird Aviva experience

galba

Today I took out a car insurance policy with Aviva on-line. Everything seemed to go very smoothly - I was happy with the premium at £306.00 compared to the renewal price I had received from More Th>n. I checked the form thoroughly before electing to pay in full via my debit card.

After payment I was presented with a policy summary and checking this I saw that several options I had selected did not appear in the summary, most obviously the RAC 'Comprehensive Recovery', but also the legal insurance and courtesy car etc.

I immediately 'phoned Aviva to point out the mistakes and was told I would have to pay an additional premium for these options as 'I could not have selected them when completing the on-line application'. The operator insisted they did not appear on her screen as selected options.

After a some long winded argument I told her I wished to cancel the policy for a full refund, - she continued to try to sell me the missing options but eventually went off to check with her supervisor about the refund. After fifteen minutes on hold she announced that Aviva would refund the full purchase price of £208.00. :eek:

After a couple of deep breaths and a count to ten I pointed out that the policy summary showed that I had been charged £306.00. After insisting several times that they don't make that kind of mistake she relented and went off to check with 'accounts'. Another ten minutes on hold and she was back, very apologetic and admitting that I had indeed paid £306.00 and the 'accounts' version of the policy showed I had all the missing options....."It must have been a system error"

I'm curious if this a frequent experience with Aviva or just an isolated incident.

dacouch

Their IT system last time I saw it is a bit thrown together which is thanks to them merging with General Accident and Commercial Union and having to intergrate all three systems

NJW69

I've just received my renewal from Aviva as has my husband. His premium is similar to last year where mine has gone up from £440 to £572. I've not made any claims in that period and have the same car, same job and same address etc. Why should it have gone up so much? It is still much better than any other online quotes I've had but it was last year.

dacouch

Did you start your policy with Aviva for the first time last year?

missile

NJW69 wrote: »

I've just received my renewal ... gone up from £440 to £572. .

Even if you wish to stay with your current insurer, it is good practice to get several quotes for comparison. You may find Aviva will match the lowerst quote.

MarcoM

their it system must be in meltdown. They took an unauthorised payment from me whilst the renewal is not due for a few weeks yet. In the mean time they sent me a letter with the renewal quotew which was different from the amount they took.
Needless to say i will not be renewing with them...

[Deleted User]

MarcoM

I'm sorry you've had the issues with payment being taken from your account. If you'd like me to investigate I'd happily do so, if you can send me some details?

I'd need your policy details and any information you can share. My email address is rebecca.sibley@aviva.co.uk.

Thanks
Becca

dacouch

beccus wrote: »

MarcoM

I'm sorry you've had the issues with payment being taken from your account. If you'd like me to investigate I'd happily do so, if you can send me some details?

I'd need your policy details and any information you can share. My email address is [EMAIL="rebecca.sibley@aviva.co.uk"]rebecca.sibley@aviva.co.uk[/EMAIL].

Thanks
Becca

Are you not interested in looking into Galba's problem?

[Deleted User]

Apologies
yes, of course the offer is extended to galba.

Galba, if I can help I will. My email address is rebecca.sibley@aviva.co.uk

Wynthorpe

beccus wrote: »

Apologies
yes, of course the offer is extended to galba.

Galba, if I can help I will. My email address is [EMAIL="rebecca.sibley@aviva.co.uk"]rebecca.sibley@aviva.co.uk[/EMAIL]

Are you able to help me beccus? with my problem? I have a thread going at the top of this fourm (insurance) but i cant post a link yet as im to new.

Thanks

glosman555

I wonder how many people are having problems with Aviva or companys associated with them.I have had an unauthorised payment of over £200 taken from my bank account by London& Edinburgh insurance who are part of the RAC group and the parent company of those two is Aviva.