Asprea + Norwich Union Buildings Insurance

dazbags

I too have an ongoing hassle with Asprea and Insurepair,who were appointed by Asprea to carry out repairs.It is now 90 days since I first opened my claim,the roof on the outside has been repaired by a local contractor who was appointed by Insurepair who was appointed by Asprea who was appointed by Norwich Union!!!(sounds a bit like 'There was an old Lady who swallowed a fly......).All I am wanting is the ceiling in a bedroom replastered and painted but so far it has taken 90 days,my 2 sons (19 & 15) are sharing a bed as we are still waiting for a reply from any of the involved parties as to when they are going to resolve the problem.For info I live in the Highlands in Scotland and it would appear that Asprea pass the work onto Insurepair who are based in the Glasgow area,they in turn have thier approved contractors who are 2 hours travelling time away.

mattymoo

Insurance Times article today shows insurance brokers are also fed up with NU and Asprea. Pleased to see that company I work for scored 70% putting us in the top 10.

Full article here - http://www.insurancetimes.co.uk/story.asp?sectioncode=49&storycode=376295&c=3

junieliz

Hi all, I had a claim with my house insurance Norwich Union who appointed a contracter via Asprea, I had to fetch them back put the work right what a dissapointment. No I would definitly not have them again! We didn't have a follow up to check that the work was done satisfactory.

thekingofcool

Asprea RIFFIC ?

As a former employee of asprea , i can give some inside information to the ins and outs of the everyday Life cycle of your insurance claims. Let me say from the off , that the way the system works , is solely to benefit the contractual agreement , that asprea has with its Contractee Aviva (Norwich union). By this , what i mean is , that the management (lack of) Aims to please their Boss's with facts and figures , which in many cases conflicts with any sort of resolution of your claim

Example; If you have an issue with a contractor , for example Ansa building services . You will call the manchester office. The call is distributed throughout the staff. One may accept the call and take your information, data check you , then try to resolve your issue. If that member of staff needs to make some further calls and promises a call back, DO NOT allow them to put the phone down. The supervisors , want numbers on the board to be as low as possible , so basically since your call has been answered , you are now done , with . The person who took your call , now needs to take another , disregarding your issue- Yours will most probably get forgotten. And the managers KNow this - they have stated to Me and all the other staff- that this is not important as it doesnt show , statiscally.
Your issue will just be dealt with next time you call

Any questions email me , i will provide you with everything to avoid any issues , who to speak with etc.

thekingofcool

Hi Becca

I worked for asprea , you work for aviva. I suggest someone there makes some massive changes at asprea as its obvious they dont give a damn about claims, its all about calls , calls and Nothing more-

Sorry to tell you something you already know- the contract expires in april and for your companies sake , i would suggest you allow it to expire and move on

dacouch

"
Similarly, Norwich Union received 44 positive comments and 44 negative ones, one half describing a fairly helpful, experienced and fast-moving claims team with a sensible attitude.
The other, however, described poor communication and inexperienced, “someone else’s problem” staff. “I have often had to deal with three different people to get anything resolved,” said one manager. Others thought NU’s service was “abject”, with “problems on every claim”.
One senior manager felt outsourcing of claims management had been a disaster for NU’s customer service – and had probably increased its costs. Others agreed. NU’s third-party contractors were “rubbish, had no insurance knowledge and generally don’t seem to care”. One manager complained of subcontracting by NU contractor Asprea. “To keep things moving, we constantly have to get involved in what should be straightforward claims.”


http://www.instimes.co.uk/story.asp?storyCode=376295

If anyone lands on this page and NU / Aviva have been appointed please advise them you do not want to use Asprea and that you want to use your a good local builder (Ask friends for recommendations). Please also read the whole of this thread

sozzza

Message for Beccuss who we all know reviews this forum regularly.

I too am a victim of Asprea/NU/Aviva and their respective inability to fulfil their contractual obligations. For me and my family the consequences have been and remain terrible. There is little point your looking at my case specifically since various aspects of it have been with FOS for several months and will hopefully be resolved soon, others I have referred to Aviva UK's CEO and your compliance department and it is properly their rather than your responsibility to address the points.

I do, however, have 2 general questions:
1. You periodically offer warm words about taking customer complaints seriously and show that you are aware there are issues with the Asprea contract - what general changes have been made to the contract and control procedures/monitoring around it to prevent more people becoming victim? Warm words are all very well, but please let us have some specifics.

2. On this forum and elsewhere a number of control / measurement deficiencies are referred to - for instance Asprea not calling back customers because that is not measured in the same way as taking incoming calls promptly. Given all these failures (which according to such posts appear not to be being monitored appropriately by Aviva), how does Aviva' s management satisfy itself that it is in compliance with the relevant aspects of the FSA handbook, in particular ICOBS 8.1?

[Deleted User]

sozzza

I'm sorry for taking so long to get back to you, I went home ill yesterday and I've been playing catch up all day today!

Firstly, I am sorry that you are in a position that you've had to complain about the service you've recieved, and I think you are right, that the people you are in the process of talking too are best placed to help you.

As for your general questions. I'm not sure how in depth I can go, largely because I'm further away from the Asprea stuff than I used to be.

However, I can tell you that Asprea are implementing a system where the more complicated cases are flagged earlier in the process, so that they can be dealt with more efficiently, thus, hopefully stopping the complications.
Both Asprea and Aviva are working hard to make sure that all feedback we get from customers is acted upon, not just acknowledged and ignored.

Being proactive means different things to different people. Making sure we keep in contact regularly is important but we recognise that it isnt the only thing that is important to customers.

hope this helps!

missile

Arcnoir wrote: »

Hi,

I am currently putting a insurance claim though with Marks & Spencer's, who have gave my claim to Norwich Union to handle, who have then appointed my work to a company called Asprea.

after calling me a week late they have booked in a surveyors visit for 6 working days time just to look at the problem, and advise that the works cant be done until at least 2 weeks after that.

I Would like to know how good they are at doing their work, and how efficient/reliable they can be from anyones experience?

Kind regards people.:rolleyes:

I feel for you

In my experience Asprea are the worst contractor I have ever had the misfortune to deal with and Norwich Union were more interested in supporting them than addressing my complaints.

cogito

missile wrote: »

I feel for you

In my experience Asprea are the worst contractor I have ever had the misfortune to deal with and Norwich Union were more interested in supporting them than addressing my complaints.

Reading beccus' reply, I'm inclined to agree with you.