Aviva introduce £200 excess if you want to use your own choice of repairer.

tangiblesolutions

This really is shocking!!! What has happenned to freedom of choice and listening to your customer? Will they be running adverts with Paul Whitehouse explaining this???? ABSOLUTELY SHOCKING. Move from Aviva immediately.

MW

Inactive

Quentin wrote: »

Aviva cannot use these forums to advertise like this, or tout for MSE members to contact them without permission, or post links to their website in their sig.

Agreed, it seems that there are different rules for Aviva than every other company Rep. on here, that isn't fair.

Anihilator

beccus wrote: »

Hello all

Firstly, an answer for Ian W:
If a car is still under warranty our approved repairers would not invalidate the warranty at all, they would use correct parts etc. We also have many specialist garages in our approved repairer networks, to cover a range of car marques if that is your choice.

Using an Aviva approved repairer has a range of benefits, starting with the fact that all works are guaranteed for 3 years, speedy completion of works and excellent service.

I hope this helps to put some of your minds at ease? If you have any other questions or comments please feel free to contact me.

Becca

Are you therefore suggesting non Aviva approved repairers, dont guarentee work, offer speedy completion and excellent service?

Your approved repairers are well documented to charge well more than others and regularly offer repairs that are incompetent or don't meet expectations.

Are you willing to 100% state that this decision is nothing to do with the fact more and more people are lowering your profits from these approved repairers by refusing to let them bodge their car and hence charging them an extra £200 for the priviledge of having their car fixed by someone who knows what their doing.

tangiblesolutions

The more I think about this the more I believe Aviva are not Treating Customers Fairly. Would be interested in receiving a reply Becca. Will you be writing to all your customers advising this?

MW

Quentin

If it's not mentioned in existing policies they can't apply it till renewal, so check your policy and schedule to see whether it applies to your policy.

mattymoo

The problem is that Aviva often lead and the rest of the market follow.
Sometimes it doesn't work - they tried to introduce rating increases on commercial insurance expecting others to follow - only they didn't.

I'd be interested to know how Aviva apply this new policy to their client's in the Highlands and Islands of Scotland where I suspect their approved repairers are thin on the ground.

pastra

Does this excess apply to there direct policies or policies issued through brokers?

j2009

I was insured by Aviva (Norwich Union in those days) and had an accident. When they first started talking about using an approved repairer I was annoyed because I didn't want a back street garage touching my 12 month old car (I was all ready for a fight) but it turned out my local BMW dealer was an approved repairer so it was fine. I was really surprised but according to the person handling my claim most manufacturers are on the approved list.

So while I agree it would be sneaky if they don't tell customers about this in my experience it won't make much difference.

dacouch

If you have ever had any dealings with Solus (Think Asprea if they were a body shop) you would gladly pay the extra £200 to avoid using them. They are actually owned by Aviva so with the Aviva involvement you can imagine how well run they are.

I and many brokers I know will actually specifically say to Aviva clients when they ring with a claim that when they contact Aviva to report the claim do not allow them to appoint Solus to do the work.

If the message did not get through do not use Solus or Solusnu as they are now called

[Deleted User]

Firstly, the answer I can give straight away, I have got permission to post on MSE from the team, I have been posting here as a company representative for the last 2 years and have helped many customers with issues they may have, both on the forum and off it.

However, I see the rules have changed since I started doing this. so I will investigate this.

My post was meant to reassure, as j2009 has said, many local garages, dealers etc are on our approved repairer list, not just "back street garages".

@Annihalator - I'm not saying that other repairers don't or can't guarantee their works, just that working with our networks we are able to make those guarantees due to the contracts in place.

As for your request for 100% guarantee on the reasonings for the decision, I have not been involved in the discussions, so I can't do that.

The Treating Customers Fairly issue is an important question and one I need to find more information on, Aviva is absolutely committed to TCF and this would certainly have been taken into account.

There are probably a lot of questions unanswered and maybe more created by this response. I will do my best to find answers for the rest.

Becca