Aviva - So frustrated. Incompetent people

Peter999_2

I'm so annoyed at the moment,

I'm moving house on Monday and as you can imagine there is such a lot to change and inform people of the move.

I've phoned Aviva to change my home insurance, car insurance and 2 life insurance policies (a bit annoyed I can't do it online with the Aviva Portal - I can buy the policy completely on-line so why can't I change my address online?)

Got through to a helpful person (after waiting 15 minutes at 10p a minute.) Took about another 10-15 minutes to go through the changes. He could only change the home and car insurance details - not the life insurance and I have to phone 2 different phone numbers to change them - great got to go through the same thing again twice.

Anyway, all done - or so I thought. I got an email confirming the changes - but he's done it for 30th July and not 30th June - AARRGGHH.

I had to phone back again, waited another 15 minutes to get through to someone. They can't change the date of the home insurance policy even though it is clearly their error - they will only made the changes on their system but not send anything to confirm to me that I am covered from 30th June and not 30th July (this is the home insurance). Ridiculous. Then they couldn't change my car insurance so I'll have to be transferred to another department (the guy who messed it up could do both - just my luck)

I then waited ages to be transferred, got through to someone and promptly got cut off. Great, have to phone for a third time. Another 15 minutes on hold, finally get through. Again, they can't change the system but can put a note on and send me a covernote on email. Ok, fair enough, and I did moan and she has offered to send me £20 to cover the phone costs so far. Realised I now don't have anything to say that I will be covered for my house from Monday. Again, I have to be transferred and yet again I get cut off.

Another 15 minutes later I get through again to ask for something in writing to confirm my house will be covered. I get through to the motor insurance department even though I specifically gave my home insurance policy number to the automated voice recognition system. Once again, they cannot help me so I will be put though to the correct people. Great. After another wait, finally I have confirmation that it has been changed. However, they won't send anything in writing. After discussion they agreed to, however the underwriters would have to write the letter and I wouldn't receive it for 10 days - ARRGGHH again this is no good. I'm moving on monday and I want something in writing for my own piece of mind before then. Had to wait again and now they will send me an email copy of the letter tomorrow.

Its taken me nearly 2 hours to achieve a simple change of address and I still need to phone 2 other numbers tomorrow as they are shut. I'm now trying to remind myself at the moment why I have all my insurance policies with Aviva - would I really have this much trouble with another company? Maybe come renewal its time to change all of them.

Quentin

If you are borrowing to buy the house, don't you have to provide the lender evidence the new property is insured before they release the money?

Peter999_2

Probably, but very fortunately I'm buying the house outright without a mortgage.

[Deleted User]

Peter999 wrote: »

I'm so annoyed at the moment,

I'm moving house on Monday and as you can imagine there is such a lot to change and inform people of the move.

I've phoned Aviva to change my home insurance, car insurance and 2 life insurance policies (a bit annoyed I can't do it online with the Aviva Portal - I can buy the policy completely on-line so why can't I change my address online?)

Got through to a helpful person (after waiting 15 minutes at 10p a minute.) Took about another 10-15 minutes to go through the changes. He could only change the home and car insurance details - not the life insurance and I have to phone 2 different phone numbers to change them - great got to go through the same thing again twice.

Anyway, all done - or so I thought. I got an email confirming the changes - but he's done it for 30th July and not 30th June - AARRGGHH.

I had to phone back again, waited another 15 minutes to get through to someone. They can't change the date of the home insurance policy even though it is clearly their error - they will only made the changes on their system but not send anything to confirm to me that I am covered from 30th June and not 30th July (this is the home insurance). Ridiculous. Then they couldn't change my car insurance so I'll have to be transferred to another department (the guy who messed it up could do both - just my luck)

I then waited ages to be transferred, got through to someone and promptly got cut off. Great, have to phone for a third time. Another 15 minutes on hold, finally get through. Again, they can't change the system but can put a note on and send me a covernote on email. Ok, fair enough, and I did moan and she has offered to send me £20 to cover the phone costs so far. Realised I now don't have anything to say that I will be covered for my house from Monday. Again, I have to be transferred and yet again I get cut off.

Another 15 minutes later I get through again to ask for something in writing to confirm my house will be covered. I get through to the motor insurance department even though I specifically gave my home insurance policy number to the automated voice recognition system. Once again, they cannot help me so I will be put though to the correct people. Great. After another wait, finally I have confirmation that it has been changed. However, they won't send anything in writing. After discussion they agreed to, however the underwriters would have to write the letter and I wouldn't receive it for 10 days - ARRGGHH again this is no good. I'm moving on monday and I want something in writing for my own piece of mind before then. Had to wait again and now they will send me an email copy of the letter tomorrow.

Its taken me nearly 2 hours to achieve a simple change of address and I still need to phone 2 other numbers tomorrow as they are shut. I'm now trying to remind myself at the moment why I have all my insurance policies with Aviva - would I really have this much trouble with another company? Maybe come renewal its time to change all of them.

Hi Peter999

Thanks for your post.

I'm so sorry to hear about the hassle we've put you through. It definitely sounds like you've been sent round the houses and I completely understand how frustrating it is to be kept on hold for so long and then cut off, especially if it's costing you a lot.

I really hope everything is now sorted for you and the £20 covered the cost of your phone bill but if I can help further, please feel free to email me at social@aviva.co.uk.

Kind Regards

Stephanie
Aviva Social Media Team

magpiecottage

Peter999 wrote: »

the guy who messed it up could do both

On the contrary - it seems he could do neither.

dacouch

Aviva_company_representative wrote: »

Hi Peter999

I'm so sorry to hear about the hassle we've put you through. It definitely sounds like you've been sent round the houses

Kind Regards

Stephanie
Aviva Social Media Team

Loving your work