Aviva - why can't they just do a simple job properly ?

galba

I completed an on-line amendment to the car insurance a few days ago - adding another driver for the month of July. They happily accepted the additional premium (£60.00) but when the revised certificate arrived today the additional driver is not shown - permitted drivers is still limited to policyholder only !!

The on-line policy docs do show a temporary amendment has been made but don't name the driver - so what happens if he is stopped by the police. Is he insured to drive the car or not ??

I dread having to talk to their call centre, I can't understand a lot of what they say and they don't seem to understand me.

Quentin

If not named on the certificate he is not insured to drive it as far as the police will be concerned.

galba

Quentin wrote: »

If not named on the certificate he is not insured to drive it as far as the police will be concerned.

As I suspected. I shall have to phone and try to convince them they have made a mistake but it will be a trial. The original purchase of the policy on-line took almost a week of frustrating phone calls to sort out. I've never come across a more arrogant bunch of 'customer carers' in my life.

Aviva - never again !! :mad:

dacouch

Out of curiosity do the dates shown on the certificate match the dates you have requested for the temporary driver ?

adamc260

I've had my renewal through and shopped around, Aviva have undercut everyone... but I'm going to pay more and go with LV

When you need an insurer most it's nice to know they actually understand your problem/concern!

galba

dacouch wrote: »

Out of curiosity do the dates shown on the certificate match the dates you have requested for the temporary driver ?

The dates of the revised certificate are 01/07/2010 to 18/11/2010 (the renewal date) so they got that wrong too - it should be to 29/07/2010, after which date the current certificate is good.

We did the same excersize last year when insured with More>Than and received a certificate with additional driver's name and correct dates for the period of extra cover, without the slightest trouble.

I was almost thirty minutes on the phone with Aviva this afternoon and the customer service guy just didn't appear to appreciate the need to have the temporary additional driver's name on the certificate. Anyway he said he would put a new certificate in the post today so I'll have to hope it arrives before the 1st. July.

galba

Just checked the on-line documentation and it hasn't been updated. I was assured yesterday that it would be updated within a couple of hours of my phone call.

I'm beginning to wonder if this is £60.00 down the drain plus we'll have to find another £60.00 for taxi fares to the airport.

Does Aviva have a UK regional telephone number ? I've have no faith at all in getting any kind of result from the other side of the world.

Quentin

Put all this in writing to them, return the useless certificate and ask for a new one to be sent out to you.

galba

Somewhat mollified today. I had, as Quentin suggested, typed a letter of complaint to post this morning. However the postman called before we set off for town and we now have the correct form of certificate.

I'm still very miffed about all the hassle I was put through to effect a simple modification to the policy and concerned that the Activa staff seem unaware of the legal requirement of adding another driver to the policy.

I just hope I'll have no need to make a claim on the policy before it expires.

hansi

galba wrote: »

Just checked the on-line documentation and it hasn't been updated. I was assured yesterday that it would be updated within a couple of hours of my phone call.

I'm beginning to wonder if this is £60.00 down the drain plus we'll have to find another £60.00 for taxi fares to the airport.

Does Aviva have a UK regional telephone number ? I've have no faith at all in getting any kind of result from the other side of the world.

Try 0800 056 3479. It's their complaints department in Scotland. I had to contact them after I received six identical policy documents.

adamc260

hansi wrote: »

Try 0800 056 3479. It's their complaints department in Scotland. I had to contact them after I received six identical policy documents.

Aviva have a .... UK call centre!!!!? :O!!! Blummin eck! Maybe they can sort your issue though