Can they do that?is it Legal?

raskazz

sam1970 wrote: »

I have my car insurance with Aviva and when I started with them two years ago I had 10 years of no claims so I was hoping that if I move to anothet insurer this year, Aviva will provide me with 12 year NCD proof. Instead they said the maximum they will confirm is 5 years as this is their standard policy. They tried to convince me that any thing more than 5 years makes no difference to the permium which I do not believe..What shall I do? I have been accumulating all these years carefully an in some instances I paid for car damages myself to avoid insurance claims and now they are going to screw it.:mad:

Ask them once again to provide confirmation of the total number of years that you have earned. If they still refuse, submit a written complaint to:

The Chief Executive UK Insurance
Aviva
Surrey Street
Norwich
NR1 3NS

State that:

(i) You sumitted proof of 10 years NCD at inception and that they will surely have retained this proof under your policy record.

(ii) You have since added a 2 further years to this total NCD.

(iii) Acknowledge that it is Aviva's policy to give their maximum discount at 5 years NCD.

(iv) However, that they have made an underwriting decision to allow their maxium discount at 5 years does not entitle them refuse to provide to you, upon request, confirmation of the total number of years you have earned, i.e. 12.

(v) Point out that the FSA's Treating Customers Fairly Outcome 6 states:

"Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint."

(vi) Point out that, as many mainstream insurers now allow further discounts for higher levels of NCD - 6,7,8 and even 9+ years - for Aviva to only confirm 5 years is a clear breach of the above TCF Outcome. Also point out that their adviser has given out highly misleading information - it is simply not true that no further discounts are available in the market for NCD years above 5 years.

(vii) Conclude by confirming that, should they not resolve your complaint by issuing the relevant proof within the timescales laid out by the FSA, you will not hesitate to refer the case to the Financial Ombudsman Service. Also state that should you incur any additional premiums levied by your new insurer as a result of Aviva's refusal to issue your full entitlement, you expect to be reimbursed this figure plus an amount for inconvenience.

Edited to add: It seems that this issue has arisen within the last 6-12 months as a result of some sort of change in Aviva's internal policy on the matter. For me, it would be interesting so see an audit trail of the meeting minutes, emails etc. that pertain to this decision - to see if the decision took TCF into account, as per Outcome 1:

"Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture."

In my opinion, whoever at Aviva signed off this policy should be lined against the wall and shot. Ridiculous decision, totally failing to take into account the customer's needs. But then perhaps they think that ex-customers don't deserve to be treated fairly?

As I mentioned in the other thread, we know that Aviva have reps on here - where are they now? Their silence speaks volumes.

I deal with brokers daily and they almost to a man say that Aviva is a company that genuinely takes the most baffling decisions, u-turning their position on certain things on almost a monthly basis. No wonder they say that.

mikey72

dacouch wrote: »

I predict another Raskazz and Mikey agreement, 2012 looks like it could be a funny year...maybe the Mayans are right

Scary :beer:

raskazz

mikey72 wrote: »

Scary :beer:

Yes quite!

We may disagree on many insurance matters but I cannot believe that insurers still try it on with this kind of crap. Gives the decent insurers out there - they do actually exist - a bad name.

Quentin

raskazz wrote: »

We may disagree on many insurance matters but I cannot believe that insurers still try it on with this kind of crap. Gives the decent insurers out there - they do actually exist - a bad name.

You work in insurance and cannot believe that aviva are crap????

Do you wear rosy specs?

raskazz

Quentin wrote: »

You work in insurance and cannot believe that aviva are crap????

Do you wear rosy specs?

I certainly do believe that Aviva are crap - what I can't believe is that a 21st century insurer would try it on with this nonsense!

sam1970

Thank you very much Raskazz for the helpful letter and advice