Aviva Claims Handlers on commission?

Bertandernie_2

Hi,

I was just wondering if Aviva (or any other insurance company) claims advisors get commission on policies that get void or cancelled, resulting in no payment?

Thanks

Bertie

InsideInsurance

I've never heard of any that do for policyholder claims. In my claims days it wasnt even a statistic that was captured for car claims inc when I worked for a predecessor of Aviva.

A long time ago there were some where those defending third party claims (eg injury from PH's fault) that could earn a bonus/ "commission" by successfully negotiating a better outcome in terms of liability or quantum but that was never at the detriment of the PH

dacouch

Aviva tend to be fairly lenient on voiding policies, they normally err on the side of doubt.

What are the circumstances of your non disclosure?

Bertandernie_2

Thanks for the replies. It's actually an Income Protection policy that had been voided. There are glaring errors on my medical notes, with a lot of entries relating to my father.........we have very similar names. My doctor is in the process of writing to them and despite my protests, Aviva have just cancelled my policy, causing undue pressure at a difficult time.



Dave

InsideInsurance

Errors on your medical notes? I know their "yours" but who's copy of yours?

Are they from the claim or from the original setting up of the policy if they are Aviva's? It should not be too hard to correct but undoubtably it is a stress you wont want right now.

Bertandernie_2

On my actual Doctors notes. Apparently 'these things happen' and its only when something like this happens the mistakes come to light.

My Doctor is writing to Aviva regarding the errors so hopefully that will clear things up.

dacouch

Have you raised an "Official Complaint" yet?

rs65

I've never heard of any claims handlers being paid commission for things like this. They are however paid a salary for handling claims - handling can mean paying a claim or not.

From what you've described, the claims handler seems to have done their job.

Hope you get it sorted.

Bertandernie_2

I am just about to do that thanks. Hope i can get it sorted too.

dacouch

You're best bet is to accept the claims handler was doing their job, they were presented with information that meant the claim should be declined.

They have a job to do eg pay valid claims, if they pay a claim that has incorrect information and the file is audited at a later date (It happens) and incorrect information they could face a discplinary

You will get a better result if your polite with them, if your confrontational they will just put barriers up.

Try giving them a friendly call, explain the situation and ask them how they would suggest you go about resolving it. You may be surprised to find most claims staff will guide you on the best way of presenting the correct information to them.

magpiecottage

I agree.

It seems more likely they have been given incorrect information from the GP - not Aviva's fault.

Ask them to correct it first and pay. If they refuse to do so immediately then start complaining.