Customer Service - Aviva Car Insurance

sally889

I went with Aviva Insurance not because they were the cheapest (because they weren't) but I thought if the need were to arise I would get good customer service. As happens 5 weeks after starting policy I was involved in a motor incident and after the initial helpfulness and getting me a courtesy car and getting my own car repaired I have now had 6 weeks of being completely ignored. I had informed them at the time that I would not accept full liability and I have been twice now that the paperwork has been sent out to me and I have had to chase them on three occassions now and I still do not have necessary paperwork to complete regarding accident. I am starting to get very frustrated and have looked towards the financial ombudsman as I believe that they are breaking some sort of breach of contract - has anyone else had this problem with Aviva with regards to dealing with claims, any help would be greatly appreciated

lisyloo

Unfortunately you've chosen a poor company for customer service.

I would write a formal complaint via their complaints procedure.
This usually goes to a different department and it should get them to buck their ideas up.

adamc260

Just write them a description and diagram of the accident along with any witness details and post it to them recorded. That is all they will want from you if your disputing liability and the repairs to your vehicle are underway

mitnotlob

Hi
I recently made a claim and the customer service was fantastic. I had a problem with the garage they contracted to do the repairs on my car, I did the email complaints thing on their website. I got a letter of apology, they dealt with the garage for me, kept ringing to check the progress, gave me a free courtesy car (not on my policy) and sent me £150 compensation.
I don't know if this helps, but the people I spoke to at their chief execs office on 0800 0685670 were very good too.
I hope you get it sorted.