Aviva, problems following accident

andygb

I am just going to keep "bumping" this thread until the Aviva rep comes back, because after the initial email to say that they would be contacting me, it has all gone dead.

BertTheRaccoon

Most insurers are utterly deplorable with their dealings with their own customers and third parties when it comes to a motor claim.

It sounds to me like we have a case of Aviva insuring both parties and trying to avoid as much "blue on blue" action as possible, so they have made a very basic assessment of the information and decided that the OP will be the one that takes the fall, probably to avoid escalating costs from the other party involved in the claim.

Did you buy your cover from them directly or through a broker. if you purchased via a broker (not a price comparison site) then get onto them as they will have a bit more clout at getting to the correct people.

Dominic Clayden is the Director of Claims as far as I know in the UK, give his area of the business some grief.

[Deleted User]

andygb wrote: »

Well, after receiving a return email yesterday, nobody from Aviva has actually spoken to me, so I am less than impressed.
Mind you, I suppose that I have to take into account the time difference between the UK and India:(

Hi andygb,

I'm sorry to see your post that you've not had a reply. I've checked our mailbox and unfortunately we don't appear to have received your email.

If you could forward your email again to social@aviva.co.uk, and mark it for my attention, I will investiagte as soon as I receive your details.

Kind regards,

Rachel

andygb

Aviva_company_representative wrote: »

Hi andygb,

I'm sorry to see your post that you've not had a reply. I've checked our mailbox and unfortunately we don't appear to have received your email.

If you could forward your email again to [EMAIL="social@aviva.co.uk"]social@aviva.co.uk[/EMAIL], and mark it for my attention, I will investiagte as soon as I receive your details.

Kind regards,

Rachel

You did receive my email, and someone replied to it, but unfortunately I have not been contacted since. Please do not lay the blame on the customer for not replying whne it is the fault of Aviva.
One of your colleagues - Martin Banwell replied to my email on 20/9/12, and said that someone would speak to me.

adamc260

andygb wrote: »

You did receive my email, and someone replied to it, but unfortunately I have not been contacted since. Please do not lay the blame on the customer for not replying whne it is the fault of Aviva.
One of your colleagues - Martin Banwell replied to my email on 20/9/12, and said that someone would speak to me.

I love it Company say they didn't get the email yet you have a response.

dacouch

andygb wrote: »

You did receive my email, and someone replied to it, but unfortunately I have not been contacted since. Please do not lay the blame on the customer for not replying whne it is the fault of Aviva.
One of your colleagues - Martin Banwell replied to my email on 20/9/12, and said that someone would speak to me.

Back in the day we used to joke that Norwich Union and then Aviva had their fax machine (Remember those?) above their rubbish bin as they always denied receiving them even though you had transmission receipts.

How on earth have they managed to get a bin under connected to their computers to receive their emails ?

P.S We have another Aviva rep for MSE, must be the third one this year, are the others being made redundant as they've got to high up the pay scale?

Quentin

It seems publicly exposing them is the quickest way to resolve issues. They don't like everyone seeing they are the pits. But anyone not going public just gets the runaround - as you see here time after time.

They famously treated a customer very badly and it got publicity. To settle the matter they had agreed to send the customer (who had been through hell) the money they had wrongly taken from him plus flowers plus gift vouchers.

Instead of this he got a "menacing" letter threatening debt collectors!

Luckily that customer got the Telegraph involved, so we can all read that story too:

http://www.telegraph.co.uk/finance/personalfinance/consumertips/jessicainvestigates/9431546/Aviva-keeps-charging-reader-after-cancelled-car-insurance.html

andygb

Let us just hope that "Rachel" has a word with "Martin Banwell" (I do hope that this is not a pseudonym for some guy working out of a grimy call centre in India), and sorts this out.
I was initially impressed with the speed at which the "MSE Aviva" rep replied, but unfortunately, things seem to have gone downhill after that.
This is what happens when companies cut everything down to the "bare bones" and outsource customer services to a different country.

InsideInsurance

TBH, Aviva's customer service issues existed a long time before they ever decided to create centralised call centres off shore.

When I had a lot of dealings with them - just as CGNU was formed - then you could get great service if you called the guy in the office that managed your policy (during office hours only of cause). Call the few central call centres or out of hours and it was a different matter as there was no proper centralised systems and a lot of the office servers went offline after 7pm.

Was great fun when someone called to say their car was smashed up, they had crash recovery cover and could we arrange a pickup of their car but because its 19:01 we have no way of validating if they even had a policy let alone if they had the enhanced features etc. They don't tend to take the "call back at 9am" too well

andygb

I have now received a reply from Rachel at Aviva, saying that they are looking into it and will contact me this afternoon.