Aviva Car insurance BEWARE

magpiecottage

Quote wrote: »

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

Oh yes they have.

The Financial Ombudsman Service will take the view that if you arrange a repair, settle yourself and claim, it is your responsibility but if an insurer arranges the repair then the repairer is the agent of the insurer and the insurer is liable if it is unsatisfactory.

Ring them, get a name, tell them you are dissatisfied and you want it referred to their Complaints Procedure.

Why do they need a double garage? I have had a repair done in mine but I have also had glass replaced in the open air. I once did my own on a campsite!

cogito

Let's get things in perspective here. It's Auto Windscreens who've fouled up not Aviva. Aviva have a direct billing arrangement with Auto Windscreens which is simply designed to ensure that the policyholder doesn't have to pay for the repair other than the excess and in certain circumstances, the VAT. There's a good chance that they also have similar but unpublicised arrangements with Autoglass and others so if Auto Windscreens can't get their act together, look in Yellow Pages, make another phone call and see if the company has a billing arrangement with Aviva.

Quentin

cogito wrote: »

There's a good chance that they also have similar but unpublicised arrangements with Autoglass and others so if Auto Windscreens can't get their act together, look in Yellow Pages, make another phone call and see if the company has a billing arrangement with Aviva.

No, don't do that!

Ask Aviva, not another windscreen company. (They will just say "yes" to get the business).

Then when Aviva refuse to pay the invoice the windscreen company will come after you (as you have to sign for the job, and in the small print you say you will pay the windscreen company should the insurer refuse to do so)

cogito

Quentin wrote: »

No, don't do that!

Ask Aviva, not another windscreen company. (They will just say "yes" to get the business).

Then when Aviva refuse to pay the invoice the windscreen company will come after you (as you have to sign for the job, and in the small print you say you will pay the windscreen company should the insurer refuse to do so)

So what do you suggest? Hang around with an undriveable car because Auto Windscreens can't get their act together?

Fact is that Aviva do have billing arrangements with other companies. They would only refuse to pay if the invoice wasn't from a recognised windscreen replacement company e.g. a regular high street garage. Even in the unlikely scenario you put forward, the damage is insured so one way or other Aviva will pay.

Ian_W

cogito wrote: »

Fact is that Aviva do have billing arrangements with other companies. They would only refuse to pay if the invoice wasn't from a recognised windscreen replacement company e.g. a regular high street garage. Even in the unlikely scenario you put forward, the damage is insured so one way or other Aviva will pay.

From Aviva's summary of cover:

You must telephone our claims helpline before any work is carried out. We will direct you to an approved repairer.

Bold added.

Quentin

cogito wrote: »

So what do you suggest? Hang around with an undriveable car because Auto Windscreens can't get their act together?

I did give a suggestion - don't call another glass company, but call Aviva - (designed to prevent the op ending up with a bill were he to follow your incorrect advice).

If you go to another repairer (ie yourself, not with Aviva's authorisation), the Aviva policy is clear - they will only make a contribution towards the cost - a maximum of £110 (and you still have to pay the repairer the £75 excess)

(Maybe you forget it's Aviva we are talking about here!)

elmccw

sugared_honey wrote: »

A relative eh Hope you get this sorted out soon

Actually it is a relative but she doesn't want to post as a new user and knows that I have posted before. Some people are very wary of posts from users who have joined only that day!

I have no qualms about posting about my mistakes- see Tesco Pet Insurance for an example. Everyone needs advice these days regarding the quagmire that is financial services, which is why I suggested asking for help from this forum.

Anyway we have had some very helpful posts and pointers as to what to next. At present she is waiting for a call to see if they can do the repair tonight- upto 8am( yes am).

Once again thankyou for your posts

[Deleted User]

Hi elmccw

Sorry I've taken so long to get back to you, I wanted to find out what I could do before posting.

I have some contact addresses for autowindscreens, but if you are able to send me an email (my address should be in my profile, I understand it was difficult to see before, but I've tried to make it more visible) I'll pass the details onto my colleagues in the complaint team and they will contact autowindscreens on your behalf.

I hope we can get this sorted out for you.

Becca

Quentin

Aviva_company_representative wrote: »

Sorry I've taken so long to get back to you, I wanted to find out what I could do before posting.

Aviva can jump when they are reported like this publicly.

Or should it be "Aviva can stumble".

This matter has gone on since Sunday - it's now Friday!

Aviva_company_representative wrote: »

send me an email (my address should be in my profile, I understand it was difficult to see before, but I've tried to make it more visible)

Company reps aren't allowed to put their contact details in their profiles!

This is what it says (officially) in the Aviva profile:

Aviva company representative has no contact information.

Aviva have cynically got round the rules all other company reps stick to by "hiding" the contact details in another section where they are supposed to just show "occupation".

[Deleted User]

Quentin

I was told that I could have my email address in my profile when my official capacity was set up - there are times when we can't answer a query online and need to take it offline.

I'm not trying to be cynical, or get around the rules, I'm just here to try and help where I can. Thats why I'm here.

Becca