Aviva Car insurance BEWARE

elmccw

Posting on behalf of a relative who has fully comprehensive insurance with Aviva, plus all the trimmings, protected no claims, drivers 35+, etc.

They shut the boot door on Sunday night at approx 8pm and it shattered.

Here is the list of calls so far-
Sunday 830pm call Aviva who put us through to Auto Windscreen
Given job ref and told they will phone.
They call back within the hour and take all details saying they cant come out that night but will ring by 830 am to arrange the time they will come out.

Mon 830 am no phone call
930 Phone them they say they will phone by 1230
1230 No phone call
230 Phone them back said someone will ring back
430 Phone them back ditto as above.
6pm Phone them back ditto as above
630 Phone Aviva who just put us back through to autowindscreen.
7pm I ring to be told there are no mangers to speak to and that they have emailed the manager to look into this!! There is nobody else there to speak to!!!
8pm They phone to say its slipped through the system it hadnt been accelerated and the glass hasnt even been ordered. Gave an extension number which when you call back are told it doesnt exist!!!!Said the glass would be ordered the following morning to be fitted .
Tues
They phoned giving us the option of the night fitting 8pm - 8pm or taking the car with no rear windscreen to Kingston leaving it there and making our own way home and back there to collect the car when it was done.Chose the night option!!
They phoned 7pm saying that the glass was now not available to be fitted that evening but it would be booked in for Wednesday night 8pm-8am.

Weds
Phoned 6pm to say that we now needed to have a double garage for the fitter to work in!!! They had already taken these details Tuesday and knew we didnt have a double garage!! Said that the fitter because of rain!!! needed a double garage!!
Phoned us back to say the fitter will wait to see what the weather conditions were like!!!!!!!!!!


That is the sorry story in a nutshell!!!!!!!! Cant get to speak to anyone of any importance who knows what they are doing is the main theme!!!!!!!!!!!



Please note their insurance is with Aviva and they chose to outsource the work to Auto Windscreen.

Who should they speak to?

dacouch

I'll give you one guess on which company used to own Auto Windscreens until a year ago...

flossy_splodge

The MD or CEO of Aviva!
I have a friend with an equally sorry story about Aviva (house Insurance in this case) and an outsourced loss assessment process that has left her with no kitchen, a collapsing floor and a bad smell. No one at Aviva cares.
I have suggested the same course of action to her.
Don't waste time with the oily rag, talk to someone who might actually care.
Good luck.

Quote

I'd suggest that this has naff all to do with Aviva. Most if not all insurers outsource window and windscreen repairs. It sounds your relative's beef should be with Auto Windscreens.

MarkyMarkD

Quite, Quote. I don't see why you are moaning about Aviva. Just get Auto Windscreens to stop fannying about.

sugared_honey

elmccw wrote: »

Posting on behalf of a relative who has fully comprehensive insurance with Aviva, plus all the trimmings, protected no claims, drivers 35+, etc.

They shut the boot door on Sunday night at approx 8pm and it shattered.

Here is the list of calls so far-
Sunday 830pm call Aviva who put us through to Auto Windscreen
Given job ref and told they will phone.
They call back within the hour and take all details saying they cant come out that night but will ring by 830 am to arrange the time they will come out.

Mon 830 am no phone call
930 Phone them they say they will phone by 1230
1230 No phone call
230 Phone them back said someone will ring back
430 Phone them back ditto as above.
6pm Phone them back ditto as above
630 Phone Aviva who just put us back through to autowindscreen.
7pm I ring to be told there are no mangers to speak to and that they have emailed the manager to look into this!! There is nobody else there to speak to!!!
8pm They phone to say its slipped through the system it hadnt been accelerated and the glass hasnt even been ordered. Gave an extension number which when you call back are told it doesnt exist!!!!Said the glass would be ordered the following morning to be fitted .
Tues
They phoned giving us the option of the night fitting 8pm - 8pm or taking the car with no rear windscreen to Kingston leaving it there and making our own way home and back there to collect the car when it was done.Chose the night option!!
They phoned 7pm saying that the glass was now not available to be fitted that evening but it would be booked in for Wednesday night 8pm-8am.

Weds
Phoned 6pm to say that we now needed to have a double garage for the fitter to work in!!! They had already taken these details Tuesday and knew we didnt have a double garage!! Said that the fitter because of rain!!! needed a double garage!!
Phoned us back to say the fitter will wait to see what the weather conditions were like!!!!!!!!!!


That is the sorry story in a nutshell!!!!!!!! Cant get to speak to anyone of any importance who knows what they are doing is the main theme!!!!!!!!!!!



Please note their insurance is with Aviva and they chose to outsource the work to Auto Windscreen.

Who should they speak to?

A relative eh Hope you get this sorted out soon

Ian_W

MarkyMarkD wrote: »

Quite, Quote. I don't see why you are moaning about Aviva. Just get Auto Windscreens to stop fannying about.

Quote wrote:

I'd suggest that this has naff all to do with Aviva. Most if not all insurers outsource window and windscreen repairs. It sounds your relative's beef should be with Auto Windscreens.

Erm, sorry, am I missing something here?
The OPs relative has no contractual relationship with Auto Windsheilds but they have a contract of insurance with Aviva. If the insurer insist on using a company that treats its (aviva's) customers in such a shoddy manner then the complaint should be to the insurer.

Use the complaints procedure in the policy booklet, it won't get it sorted quickly but by the sound of it that isn't happening anyway.

Given the number of threads on here about Aviva's claims handling and various outsourced co's they use I, for one, won't be taking their challenge any time soon!

Quote

Ian_W wrote: »

Erm, sorry, am I missing something here?

Yes. Aviva don't seem to have done anything wrong.

Common sense ftw.

Ian_W

Quote wrote: »

Yes. Aviva don't seem to have done anything wrong.
Common sense ftw.

630 Phone Aviva who just put us back through to autowindscreen.

Cant get to speak to anyone of any importance who knows what they are doing is the main theme!!!!!!!!!!!

Assuming the latter quote applies to Aviva as well as the screen numpties it seems the insurer outsource and forget.
Not good enough IMHO. If your customer has probs with the Co you choose to use to provide a service for them, it's no longer the customers problem - it's yours. Your customer to lose, your reputation to lose. You pay the piper and set the service standards, your customer has no clout with your supplier. So what have Aviva done wrong? Not taken ownership of a problem, cos it's outsourced, init, not our problem, isit?

flossy_splodge

QUOTE=Ian W;30256705]Assuming the latter quote applies to Aviva as well as the screen numpties it seems the insurer outsource and forget.
Not good enough IMHO. If your customer has probs with the Co you choose to use to provide a service for them, it's no longer the customers problem - it's yours. Your customer to lose, your reputation to lose. You pay the piper and set the service standards, your customer has no clout with your supplier. So what have Aviva done wrong? Not taken ownership of a problem, cos it's outsourced, init, not our problem, isit?[/QUOTE]

Quite!
Glad someone understands.
I realise in this country we don't really 'get' customer service but maybe it's time we learnt?:eek:

Clive_Woody

Quote wrote: »

Aviva don't seem to have done anything wrong.

Common sense ftw.

They have sub-contracted their windscreen repairs to a bunch of idiots by the sound of it. I would say that wasn't the brightest thing to do.

Common sense indeed.