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

Quentin

beccus wrote: »

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.

I gave you the link regarding reps who have permission, and you will have seen that neither Norwich Union (who presumably you were 2 years ago) nor Aviva appear on it!

But apart from this you just ignore your rule breaking - reps (just like the rest of us) aren't allowed to use the forum for advertising, and no-one is allowed to advertise their website. (You cynically do this by putting your "check out our website at www.xxxxx" message in every post!).

In view of this, aviva are more likely to get banned than given permission to use the forum!

beccus wrote:

Aviva is absolutely committed to TCF (treating customers fairly) and this would certainly have been taken into account.

This is just out and out spin.

How can aviva be treating customers fairly by the imposition of this extra charge on policyholders not unreasonably wanting to use their own choice of repairer. Isn't it a fact that this has always been a "right" of car owners to take their car where they want? Aviva aren't denying that right, but are sure putting an obstacle in the way - or some might say a bribe to get customers not to! (ie No extra compulsory excess if you let aviva choose the repairer)

Anyone wanting to use their own choice knows that the courtesy car provided by aviva via the policy isn't available, but please explain how this extra charge on top of this is "fair".

It's totally unfair, and even you must see that!

dacouch

Whats the betting on this new excess going the same way as most of the other things Aviva "Lead" the way (Read expect everyone else to follow them as they are Aviva) and quietly get dropped when they realise all the compeititors do not follow and mop up Aviva's customers.

Does anyone remember the we are stopping Driving Other Cars or their many statements they will start underwritting for profit on fleets or property or PI and then quietly revert to status quo after a while

pastra

Are these excesses applied to direct policies or broker issued policies?

raskazz

Quentin wrote: »

How can aviva be treating customers fairly by the imposition of this extra charge on policyholders not unreasonably wanting to use their own choice of repairer. Isn't it a fact that this has always been a "right" of car owners to take their car where they want? Aviva aren't denying that right, but are sure putting an obstacle in the way - or some might say a bribe to get customers not to! (ie No extra compulsory excess if you let aviva choose the repairer)

Anyone wanting to use their own choice knows that the courtesy car provided by aviva via the policy isn't available, but please explain how this extra charge on top of this is "fair".

It's totally unfair, and even you must see that!

A few other insurers do the same on their 'no frills' policies and it is compliant with FSA regulation to do so as long as the policyholder is correctly made aware of the relevant terms. I don't see how it is unfair if the customer is aware of it. Having said that I haven't seen Aviva's quotation/inception process so cannot comment on to what degree consumers are made aware.

pastra

I think this only applies to policies issued through brokers. It is then the broker who needs to advise the client of the relevant excesses and not Aviva.

Quentin

pastra wrote: »

I think this only applies to policies issued through brokers. It is then the broker who needs to advise the client of the relevant excesses and not Aviva.

No, it applies to direct purchases:

If following a claim your car needs to be repaired and you decide not to use our approved repairer then an additional excess will apply, this can be found on your policy schedule. This excess will apply in addition to any other excesses under the policy.

property.advert

I have auto policies in SE Asia where the premium is different should you want the option to use a dealership repairer or be willing to take an authorised one. Whilst the numbers are not comparable to UK policies, the ability to choose to use the dealership repairer makes the premium 40% more expensive.

dacouch

Imagine them trying to palm something as onnerous as that on the broker policies, there would be outrage. Brokers have a love hate relationship with brokers as it is, they would lose a lot of business and with brokers they would rebroke their home, commercial and fleets etc aware from Aviva in protest

eschaton

beccus wrote: »

Blah blah blah etc.....

Becca

How appropriate - a company rep from Aviva.

Instead of posting on here, why don't you waddle off to your call centres and round up the inbred freaks that work there.

Still waiting on my call back from one of your Supervisors after a complaint I made about one of your monkeys being a cheeky !!!! during an unsolicited phone call.

Aviva should try customer care and not adding on new charges.

dacouch

eschaton if you want to have some fun ring aviva about your policy and be really friendly and thank the operatot a lot. They will then put you through to the customer service survey and you can tell them what you think (Annoymously). It will ruin their figures.

Strangely the Aviva staff only put the grateful and friendly customers through to the survey, I cannot think why that would be...