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

dunsdale11

Aviva_company_representative 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

Hello

sorry for resurrecting a pretty old thread but i just happened to be googling " non approved repairer excess's"

And i found this interesting thread.

I am a repairer and dont mind saying stating my bodyshop name Dunsdale Coachworks cant insert my web site link as i am a new poster, just google the name and you will get a link first result.

The double excess whammy is a shameful practise and it is aimed at Aviva lowering repair cost's

How do they reduce repair costs, approved repairer's are paid the lowest hourly rate, this is because they get volume work. This is 100% true.

So the approved repairer is getting paid less to repair your car than i would.

If they are getting paid less than the bodyshop along the road, they obviously want to repair the car as fast as they can to retain a profit on the job. So at the end of the day the customer is getting a cheaper job done on their vehicle and Aviva is happy.

And if the customer goes to a non approved repairer aviva still get the price down by implementing the double excess.

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.

Yes thats wonderfull, the only thing is most bodyshops myself included will offer 5 year warranty.

Unfortunately Aviva appears to have a stranglehold on their policy holders i used to carry out a lot of repairs on Aviva formerly Norwich Union policy holders vehicles. But in the last couple of years i could count the repairs carried out on one hand.

Becca please tell me about the rest of the range of benefits one might receive from using a Aviva approved repairer to a non approved repairer, you did mention a range of benefits but only stated one, witch was not really a benefit.

The Dunsdale Coachworks benefits

Free courtesy car

Guaranteed Repairs

Sms repair progress

Cash back incentive usually £50.00

Typical cycle time 3 days

Original manufacturers parts used on all vehicles


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adamc260

I don't get why lots of people are complaining. It's made clear in the T&C not hidden in small print... and when buying the policy you should check ALL EXCESSES and make sure your happy with them... not accept them and then when you have to claim complain because at the point of sale you need to make sure your happy with the product. After all, Aviva doesn't hold a gun to your head saying you have to buy from them do they... ?

dunsdale11

adamc260 wrote: »

I don't get why lots of people are complaining. It's made clear in the T&C not hidden in small print... and when buying the policy you should check ALL EXCESSES and make sure your happy with them... not accept them and then when you have to claim complain because at the point of sale you need to make sure your happy with the product. After all, Aviva doesn't hold a gun to your head saying you have to buy from them do they... ?

Aviva doesn't hold a gun to your head saying you have to buy from them do they

No but they hold a financial gun to your head when it comes to getting your vehicle repaired.



Aviva wont win any new customers by applying stealth tatics, customers wont remember that part of their claim with fond memory's, they are most likely to change their insurance company the following renewal date.

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AndrewSmith

I deal with motor insurance companies every day and have to say that without doubt one of the top 3 for being an absolute shambles is always Aviva

They have no idea how to manage claims or keep accurate records, most of their claims staff have no practical knowledge but merely read from a script with set answers for set questions and fall into real trouble if you ask something 'off script'.

They constantly lie about the progress of claim files and will say that they have contacted garages etc when a simnple call to the garage will prove otherwise.

It took them over 8 weeks recently to read a court format independent witness statement I sent them, then a week later tried to say that they had not ever received it (good job my calls are recorded).

They have agreed 50/50 liability calls with their policy holders prior to actually having any claim details in from the other insurer then it becomes sometimes a year long battle to get even the most obvious liability decisions agreed after these ridiculous liability agreements have been made.

I could go on all night but be assured that among those in the industry and those not, Aviva is renowned as one of the biggest jokes around. They really are completely laughable.

Clere_Blade

We have three cars with Aviva and will not be renewing our policies with them. The 'fining' of the customer because they want to use their own prefered repairer is tantamount to illegal it is "restrictive practice"
We have an 04 mini that required repair after our daughter-in-law dented it. Aviva wanted to send a trailer 25 miles to collect the car but did not have a curtesy car we would have to wait 6 days for a curtesy car to be available , when repaired they would then return to car to us. All of this would cost more than £200!! we elected to have the car repaired by a local garage we have used before, they (Headley Bodyshop Newbury 01635 898330) restored and repainted my classic mk 2 Jaguar, doing a superb job.they also had a curtesy car available immediately.
Avivas attitude is disgusting we have written to them by email complaining and they have not even had the curtesy to reply personally, simply sending an automated reply.
The inclusion of the £200 extra excess by stealth, it was not pointed out when we renewed is deplorable.
We have been with Aviva (Norwich Union) for many many years but they have now lost our business and respect.
We are reporting Aviva to the Financial Ombudsman and the Office of Fair traiding re restrictive practice.
Aviva are deplorable and despicable their lack of reply to our emails is unbelievable
Gerry Hall

olly300

Clere_Blade wrote: »

We have three cars with Aviva and will not be renewing our policies with them. The 'fining' of the customer because they want to use their own prefered repairer is tantamount to illegal it is "restrictive practice"
We have an 04 mini that required repair after our daughter-in-law dented it. Aviva wanted to send a trailer 25 miles to collect the car but did not have a curtesy car we would have to wait 6 days for a curtesy car to be available , when repaired they would then return to car to us. All of this would cost more than £200!! we elected to have the car repaired by a local garage we have used before, they (Headley Bodyshop Newbury 01635 898330) restored and repainted my classic mk 2 Jaguar, doing a superb job.they also had a curtesy car available immediately.
Avivas attitude is disgusting we have written to them by email complaining and they have not even had the curtesy to reply personally, simply sending an automated reply.
The inclusion of the £200 extra excess by stealth, it was not pointed out when we renewed is deplorable.
We have been with Aviva (Norwich Union) for many many years but they have now lost our business and respect.
We are reporting Aviva to the Financial Ombudsman and the Office of Fair traiding re restrictive practice.
Aviva are deplorable and despicable their lack of reply to our emails is unbelievable
Gerry Hall

If you really are sure that Aviva are not treating customer's fairly by burying this in the small print of their contracts then put in a complaint to the FSA. You can do it by email.

http://www.fsa.gov.uk/Pages/consumerinformation/consumer_contact/index.shtml

I managed to get another insurers policy reviewed and changed so it was fairer for others by the FSA a few years ago by doing this.

joeandkirsty

What about Sheilas Wheels, Esure, Hastings Direct, they are all doing it too.

Accident_repairs

You always have the choice to use a repairer of your own choice as stated by the office of fair trading and as your consumer rights.your insurance company will often steer you to their own repairer for their benefit not yours.most respectable garages will offer you a guarantee and loan car.I would always recommend using a repairing garage that has a good reputation and offers a lifetime guarantee which quite a few do.The Vehicle Bodyshop Repair Authority(VBRA)have asked garages to keep a record of
insurance company's that ask you to pay extra excess if you do not go to their choice of repairers.some insurance company's have stopped charging extra excess.I personally believe charging extra excess is not in line with consumers rights.After all its your car not the insurance company's ..why should you be forced to have your car taken away somewhere miles away on an industrial estate you've never heard off.Just remember if you want to use your own garage or one that has been recommended to you it's YOUR CHOICE.If you feel like you are being pressurised just mention this,often the claims handler you are speaking to will ease off.

Wutang_2

tangiblesolutions wrote: »

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

as long as you don't massively overeact, you'll be ok!!!!!!!!!!!????????????????@@@@@@@@@@!!!!!!!!!!!!!!!SHOCKING:money:

Sally_A

I totally agree with the post by Accident Repairs (although seems like he/she is trying to promote something).

Insurers have killed off the smaller skilled bodyshop.

However, if you look at your certificate, a lot of insurers will cover you in a courtesy vehicle supplied by their own approved repairers only. Only by using their approved repairers do you have recourse via them, should the work fail under the guarantee.

Approved repairers often take cars in, even if they are still driveable, so for a 3 day repair job, you could be in a courtesy car for 5 weeks, this is not cost efficient, often they could make your car road legal to use, and book it in only for the days actually needed for repair.

Approved repairers are now caught by the nadgers, they don't get the labour rate they want, they have to lease in courtesy cars, etc: but if they pull out they know the work will dry up as no-one will query if they can take it to the garage of their choice rather than the repairer of choice of the insurer.

Insurers have stretched the settlement date of bills from what started off as 30 days to 90 days in a lot of cases.

Unless all bodyshops get together and effectively go on strike, insurers will not review their procedures.