aviva - complained and received very rude call

abbas5001

Hi all,

I complained to Aviva because of a few issues, firstly they kept on sending me letters to send them my NCD proof ( was with Aviva from June 2010-June 2011) so when i renwed my policy earlier this year as i was surprised as they were my previous insurer. When i initially joined them i was able to get them proof of my previosu NCD from More Than.

I have emailed them many times explaining they are my previous insurer if they can just check their records but each time i got no response. I then got a letter saying if i do not provide proof my policy will be cancelled or the NCD discount will be removed and my card will be debited the surcharge. I again wrote to them but again no reply.

I then called them but they couldn't find my details even though i had my policy number.

Moreover, i then checked online and my initial email shows my policy running from June 2011-June2012, but when i checked the policy it has for some reason changed to Sept 2011-June 2012.

I am really confused and unsure and wanted clarification from Aviva with what was going on. I explictly stated and selected the option for the reply to come by letter. Today i get home and my mum says Aviva called her (she is the main policyholder, i am just named) and the wome nwas extremely rude and abrasive and was shouting as to why she complained about her. My mum also said she shouted 'i will see you in court!' which is extremely bizarre. Anyway my mum said it was me who raised the complaint and to email back to the address i provided or write a letter so i could see it (English is not my mum's native language) and the woman said she would email back but i checked my email and no response.

I rarely make complaints and never like to but have always thought raising a complaint will escalate the issue and get it resolved but never experienced anything like this.

Does anyone know what i should do or just leave it at that?

rs65

If your mum is the policyholder, why are you complaining? You mention 'my policy' etc.. Sounds like your mum is fronting a policy for you.

I think bringing yourself to Aviva's attention could turn out worse than you expect. Some insurers have representatives on this forum.

Quentin

They won't want your NCD if you are just the named driver.

They will be wanting the policyholder's (your Mum!)

abbas5001

Quentin wrote: »

They won't want your NCD if you are just the named driver.

They will be wanting the policyholder's (your Mum!)

They have been writing to my mum obviously and i wrote the complaint in my mum's name. I am just the named driver and i use the car perhaps once a week. The reason i made the complaint is my mum is elderly and English is not her first language so she would not have been able to make the complaint by herself by mail, telephone or email.

Does that now make sense?

abbas5001

Quentin wrote: »

They won't want your NCD if you are just the named driver.

They will be wanting the policyholder's (your Mum!)

Yes, it is my mum they are writing to and looking for her NCD details, she provided them in 2010 when she moved to Aviva, so why are they asking for them again?

[Deleted User]

Hi abbas5001

My name is Dave and I am the Company Representative for Aviva on this forum. I'm sorry to hear you are having difficulties. If you can email me the following details I will happily look into this for you.

Policy number
Policy Holders Full Name
Policy Holders Date Of birth
Policy Holders Post code

My email address is [EMAIL="david.hyam@aviva.co.uk"]david.hyam@aviva.co.uk[/EMAIL] and I look forward to hearing from you so we can get this resolved as switly as possible.

Kind Regards

Dave Hyam
Social Media and Web Support
Aviva