Aviva, problems following accident

dacouch

andygb wrote: »

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.

The Indian call centre staff tend to chose the most British names they can think of as pseudonyms. They chose names like Kevin Smith, Brian Jones, Sharon or Tracey.

It can be quite amusing speaking to them when you know they're in India and they have chosen a comical name. I normally chat about the weather which throws them

andygb

Just a quick update. No calls from Aviva yet, but another Email from the illustrious Martin Banwell, saying that they have passed the matter to their claims department.
Well, I thought that had happened around three weeks ago, so I am a little underwhelmed to say the least.

dacouch

andygb wrote: »

Just a quick update. No calls from Aviva yet, but another Email from the illustrious Martin Banwell, saying that they have passed the matter to their claims department.
Well, I thought that had happened around three weeks ago, so I am a little underwhelmed to say the least.

Welcome to the merry go round of Aviva when things go wrong.

They used to be such a good company then they decided it would be best to make there most experienced and thus higher paid staff redundant. They keep repeating the process so you can imagine what type of staff they have left.

The Aviva reps posting on here, are most likely graduates that have no insurance experience and maybe six months experience at Aviva working amongst other graduates with similar experience

2010

After reading this thread I`m wishing I didn`t switch from Churchill to Aviva earlier this year for both car and home insurance.
Come renewal they will be off my list.

Keep posting andygb.

InsideInsurance

dacouch wrote: »

It can be quite amusing speaking to them when you know they're in India and they have chosen a comical name. I normally chat about the weather which throws them

It can also be quite racist

I did a project for an insurer who only had UK based call centres, having not been involved in telesales for personal lines before that I went to one of the centres to sit in and listen. I was sat with a girl of evident indian descent (no idea how many generations her family have been here), she had a british name but a mild asian accent.

The very first caller called her a "filthy lying paki" when she tried to convince him that she was in the UK and he wasn't the last one in the 2 hours I sat in listening to her calls. Many people said they wouldn't speak to her and wanted to be put through to "England"

andygb

Finally spoke to someone from Aviva, and so the "wheels are now turning".