Aviva - Rant !

Tygermoth

Background - involved in a non fault accident on Fri - Police attended (was a big accident) The guy that hit me will not dispute - not with a police report saying he was at fault lol.

I am with Swift cover - but have a high excess so would rather go through Aviva the other parties insurer... Aviva

So i called them up this morning:

[FONT=&quot]On hold forever..........[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva - Claims can I help?[/FONT]
[FONT=&quot]Me - Hi i am the Third Party calling to register my details so I can be contacted by your TP assistance team.[/FONT]
[FONT=&quot]Aviva - Found the claim- Sorry Mam we can’t discuss the TP details with you.[/FONT]
[FONT=&quot]Me - I AM the TP[/FONT]
[FONT=&quot]Aviva - Oh, Sorry - we have no TP details on file.[/FONT]
[FONT=&quot]Me - that’s why I am calling[/FONT]
[FONT=&quot]Aviva - sorry we can’t help you until the TP details have been provided[/FONT]
[FONT=&quot]Me - I AM THE TP and I am calling to give you my details![/FONT]
[FONT=&quot]Aviva - Oh you have come through to the claims assistance team I will pass you to claims[/FONT]
[FONT=&quot]Cut me off[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva - (India) Pujah speaking[/FONT]
[FONT=&quot]Me - Here are claims details - repeated 7 million times[/FONT]
[FONT=&quot]Aviva - no record of a claim.[/FONT]
[FONT=&quot]Me - Hangs up[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva switchboard - there is a claim noted - will pass you through to the TP team[/FONT]
[FONT=&quot]Aviva TP team - Welcome to commercial claims.[/FONT]
[FONT=&quot]Me - hangs up [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva switchboard - there is a claim will pass you through to the TP team[/FONT]
[FONT=&quot]Aviva - (uk) welcome to the claims team.[/FONT]
[FONT=&quot]Me - yippy![/FONT]
[FONT=&quot]Aviva - excuse me?[/FONT]
[FONT=&quot]Me – here is the claims details[/FONT]
[FONT=&quot]Aviva - no claim registered[/FONT]
[FONT=&quot]Me oh for crying out loud - I KNOW there is a claim registered![/FONT]
[FONT=&quot]Aviva - Nope.[/FONT]
[FONT=&quot]Me - hangs up[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva - (India) Danash speaking[/FONT]
[FONT=&quot]Me - Here are claims details - repeated [/FONT]
[FONT=&quot]Aviva - no record of a claim.[/FONT]
[FONT=&quot]Me - Hangs up[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva switchboard - there is a claim will pass you through to the TP team[/FONT]
[FONT=&quot]Aviva - Claims can i help?[/FONT]
[FONT=&quot]Me - Hi i am the TP calling to register my details so i can be contacted by your TP assistance team.[/FONT]
[FONT=&quot]Aviva - Found the claim- Sorry Mam we can’t discuss the TP details with you.[/FONT]
[FONT=&quot]Me - I AM the TP[/FONT]
[FONT=&quot]Aviva - Oh, Sorry - we have no TP details on file.[/FONT]
[FONT=&quot]Me - that’s why i am calling[/FONT]
[FONT=&quot]Aviva - sorry we can’t help you until the TP details have been provided[/FONT]
[FONT=&quot]Me - I AM THE TP and i am calling to give you my details![/FONT]
[FONT=&quot]Aviva - Oh ok - give details [/FONT]
[FONT=&quot]Me – gives my address[/FONT]
[FONT=&quot]Aviva – repeats it back incorrectly[/FONT]
[FONT=&quot]Me – corrects[/FONT]
[FONT=&quot]Me – gives Reg[/FONT]
[FONT=&quot]Aviva – repeats it back incorrectly[/FONT]
[FONT=&quot]Me – corrects[/FONT]
[FONT=&quot]Aviva – this is not the vehicle we have on file – we have a motorbike? (their insured)
[/FONT]
[FONT=&quot]Me – Oh give me strenth - Hangs up[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva - (India) ‘dint get the name this time’ speaking[/FONT]
[FONT=&quot]Me - Here are claims details - repeated [/FONT]
[FONT=&quot]Aviva - no record of a claim.[/FONT]
[FONT=&quot]Me - Hangs up[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva switchboard - there is a claim will pass you through to the TP team[/FONT]
[FONT=&quot]Aviva - Claims can i help?[/FONT]
[FONT=&quot]Me - Hi i am the TP calling to register my details so i can be contacted by your TP assistance team.[/FONT]
[FONT=&quot]Aviva - Found the claim- Sorry Mam we can’t discuss the TP details with you.[/FONT]
[FONT=&quot]Me - I AM the TP[/FONT]
[FONT=&quot]Aviva - Oh, Sorry - we have no TP details on file.[/FONT]
[FONT=&quot]Me - that’s why i am calling[/FONT]
[FONT=&quot]Aviva - sorry we can’t help you until the TP details have been provided[/FONT]
[FONT=&quot]Me - I AM THE TP and i am calling to give you my details![/FONT]
[FONT=&quot]Aviva - Oh ok - give details [/FONT]
[FONT=&quot]Me – gives my address[/FONT]
[FONT=&quot]Me – gives REG.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Aviva – we will call you back. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Bullocks will they [/FONT]
[FONT=&quot] [/FONT]

rich_b

Why are you contacting Aviva, shouldn't you tell your insurer (or their Accident Management Co) to sort it out with them?

daveyjp

Why waste your time? You pay your insurance comapny to do this for you.

alvinlwh

They will not deal with you as you are not insured with them. Contact your own insurers and they are the ones that will deal with it. They cannot talk to you due to Data Protection.

Tygermoth

I did finally get hold of the Aviva TP team (after I went through the above once more)

They have now arranged collection of my car to one of their repairers, hire car has been sorted.


Why not go through my own insurance? Well i would have to pay an excess (a fairly large one) where Aviva have now booked in my car for tomorrow, a hire car is to be dropped off without me having to do anything. My policy with my own insurer does not have hire car added.


If I went through my own insurer, they would take the excess and it would be blinking ages before I got it back and be without a car for weeks.


So yes frustrating couple of hours but still saved me losing the better part of £500 for a couple of weeks

Jakg

You dont pay any excess if you were hit by a third party.

Leory

in some instances you can pay your own excess if there is a delay on the other side.....or if the other party doesnt admit liability and it has to go to witnesses etc

Empty_pockets

Jakg wrote: »

You dont pay any excess if you were hit by a third party.

You do, but you then get it back if the claim is settled 100% in your favour. This can be weeks or months, even years for complex claims.

Tygermoth

As Leory said.

Last time even though it was Non fault it took ages to get my Excess back.

Just because Insurance companies are so slow when talking to each other.

eeeeeee

just cause he sounds indian doesnt mean that hes not english ;theres a whole load of asian people working in british call centres who get so much stick for this

Tygermoth

I beg to differ.

This was categorically a call centre based in India - however I should mention their service was no worse or better than when I got through to the UK based claims team as noted on the OP.



To be frank I don’t give a flying frig where a call centre is based – as long as they provide a good customer service.