Aviva - Disappointed and let down

Peter999_2

I'm insured for my car with Aviva and have come up for renewal.

When the renewal letter came through, it only showed 3 years no claims bonus when it should have been 9.

I phoned last Saturday and asked them what was going on. The guy on the phone wasn't sure but he promised me he would look into it and personally take charge of the problem. He would make enquiries and phone me back and I would only speak to him while the problem was resolved and this would save me having to explain the problem over and over if I had to keep chasing this.

He phoned and left a message on Monday, despite all his assurances he couldn't help me at all and I'd have to phone the claims department (what happened to me not having to explain the situation again, why couldn't they phone me?)

I phoned them and they advise that I have lost the no-claims bonus as there was a claim against me. In June I received a letter asking why I hadn't told them about an accident I'd had and I should phone them immediately. I did phone and it turns out that someone said I'd crashed into them in Newcastle. As I haven't been to Newcastle for at least a decade I made it clear it wasn't me or my car. No problem says the phone person, obviously a mistaken digit on the registration. Don't worry about it, we'll sort it all out and there won't be a problem.

Turns out that they wrote to the other insurance company and that's it - they've done nothing else but have taken away my no claims bonus. I explained the above to the claims person - no problem he says, I'll contact them now and will phone you back.

What a surprise, nearly a week later and nothing. No phone call or anything so I'll have to phone and explain it all to someone else even though I was promised this wouldn't happen. I've got 4 insurance policies with Aviva and am very annoyed at them with the one thing they've ever had to do for me over 20 odd years as a policy holder and they stitch me up.

Very annoying that I'm now stuck with Aviva - in effect they've stopped me from using another insurance company as my no claims has dropped so far down. I'll have to wait while they resolve it and no doubt it will be after renewal so I'll have to renew with them.

rs65

Peter999 wrote: »

Very annoying that I'm now stuck with Aviva - in effect they've stopped me from using another insurance company as my no claims has dropped so far down.

You are not stuck with them. Get another quote using 3 years NCB and get your chosen company to confirm that they will refund some premium when the NCB is corrected.

Quentin

Get quotes as if you have the 9 years. Keep copies

At the same time use avivas complaints procedure and put in a formal complaint saying you need the correct ncd sorting out before the end of your policy

Then if you are forced to stay with them you can pursue them to reimburse any costs their mistake costs you.

If you are unhappy with their response to your complaint you can escalate to the fos.

Now you've gone public their online robot will spot this and their rep will be along to limit damage.

He will ask you to hand the problem to him but don't let that stop your complaint going in

Peter999_2

Thanks for the reply but that just means even more hassle for me. Annoying when someone else's cockup means I go through hours of getting it fixed.

Quentin

Yes it's hassle but as you have discovered there's no magic wand to make it better!

And you've more or less got your complaint letter written in your OP which you can just tweak a little

Peter999_2

Sorry Quentin,

I was replying to RS65 when I mentioned the hassle - I hadn't seen your post.

Thanks to you for replying with the words of advice too, appreciated.

I'm just a bit annoyed, especially with the guy constantly saying he would resolve the issue and I wouldn't have to keep explaining the issue.

Quentin

They encourage their customers to put reviews on their website.

You might repost your OP there and see if they leave it up.

[Deleted User]

Peter999 wrote: »

I'm insured for my car with Aviva and have come up for renewal.

When the renewal letter came through, it only showed 3 years no claims bonus when it should have been 9.

I phoned last Saturday and asked them what was going on. The guy on the phone wasn't sure but he promised me he would look into it and personally take charge of the problem. He would make enquiries and phone me back and I would only speak to him while the problem was resolved and this would save me having to explain the problem over and over if I had to keep chasing this.

He phoned and left a message on Monday, despite all his assurances he couldn't help me at all and I'd have to phone the claims department (what happened to me not having to explain the situation again, why couldn't they phone me?)

I phoned them and they advise that I have lost the no-claims bonus as there was a claim against me. In June I received a letter asking why I hadn't told them about an accident I'd had and I should phone them immediately. I did phone and it turns out that someone said I'd crashed into them in Newcastle. As I haven't been to Newcastle for at least a decade I made it clear it wasn't me or my car. No problem says the phone person, obviously a mistaken digit on the registration. Don't worry about it, we'll sort it all out and there won't be a problem.

Turns out that they wrote to the other insurance company and that's it - they've done nothing else but have taken away my no claims bonus. I explained the above to the claims person - no problem he says, I'll contact them now and will phone you back.

What a surprise, nearly a week later and nothing. No phone call or anything so I'll have to phone and explain it all to someone else even though I was promised this wouldn't happen. I've got 4 insurance policies with Aviva and am very annoyed at them with the one thing they've ever had to do for me over 20 odd years as a policy holder and they stitch me up.

Very annoying that I'm now stuck with Aviva - in effect they've stopped me from using another insurance company as my no claims has dropped so far down. I'll have to wait while they resolve it and no doubt it will be after renewal so I'll have to renew with them.

Hi Peter999,

I'd like to apologise for what's happened here and that things weren't owned by the adviser you spoke to last Saturday.

I understand your frustration with this and would like to offer help in seeking a resolution for you.

Your original post contains everything I need around what's happened. If you can simply email me at social@aviva.co.uk with the following information, I can liasie with our Claims; and if required, our Customer Care team:

• Your full name
• Date of birth
• Postcode
• Policy or vehicle reg number
• Your MSE username so I can tie your email to this post

I look forward to hearing from you, doing all I can to get this sorted and hopefully restoring your faith in Aviva.

Many thanks

Marv
Aviva Social Media Support

kingstreet

As if by magic, the shopkeeper appeared.

Peter999_2

I've sent my information to the email address as requested.

Thanks. I'll let everyone know if it gets resolved.

Peter

rs65

kingstreet wrote: »

As if by magic, the shopkeeper appeared.

Showing your age a bit there