Asprea + Norwich Union Buildings Insurance

missile

Sozza, If you want to get more worthless PR double speak and broken promises from NU, e mail Beccas colleague @ [EMAIL="nicholas.j.eagle@norwich-union.co.uk"]nicholas.j.eagle@norwich-union.co.uk[/EMAIL]

[Deleted User]

Hi Sozzza

'Show me I am wrong by dealing with an issue pro-actively and constructively!'

You know, that's just exactly what I'm trying to do here - it sounds like gwen80's mum's case is still at a stage where I can get something done for them, without them having to go to the lengths you and your family have suffered. It's a shame that your case has been so disappointing that you've had to take your complaint so high, and I just wonder if there's something I could have done if we'd had a conversation earlier on. For now, as soon as I receive gwen80's response I will work directly with the Customer Relations and Supplier teams to get everything we can done to make things right for them. That's what I do.

See I'm trying to help everyone I can, and if there's anything we think I could do for you even now, I'll help you too. Aviva is an enormous company, we do listen to customers, including from this forum, and so we know that some customers have problems when they work with Asprea. But there are loads of factors going on that slow things down when we try to improve things, and I'll put my hand up, whilst I know we're busy improving based on your feedback, I don't really know all the detail. And even if I did, I don't think this forum is the right place to start talking about the details of contracts and business relationships. The thing you and some of the the other readers know most is that you've had a crap experience. For you guys, I want to sort that out, and I'd appreciate if you would let me get on with it.

gwen80, my email address again is rebecca.sibley@aviva.co.uk, if you want to get in touch we'll get moving straight away.

Beccus

deputy1234567

Just heard Asprea have laid off many of thier staff, how sad for the PCA's lots of effort with little reward, shame on you managers that ruined this company from the off.
There is still going to be an Asprea but very streamlined i am sure it will limp on for a few months maybe a year.
Glad i got out when i did, moved on to bigger and better. 5 month in new job and got promotion a company with vision ha ha.
To the lost PCA's i take my hat off to you for the work you did, you can go from this company with your heads held high. all the best for the future.

matt_jagger445

thekingofcool wrote: »

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.

First of all, lets get one thing straight, this so called insider neglets to tell you fair people that Norwich Union/Aviva owns Asprea!! this surely invalidates whatever information you think is true from this former employee. I used to work for the now liquidated Ansa Building Services who soley sub contracted for Asprea.

We used to deal directly with Norwich Union under Mono Building Services. We would get the work order through, and you would have every single trade one after the other until the job was complete. A burnt 3 bed terrace house was restored in 3 weeks!! This was because we could do the work no questions asked and then submit the costing to Norwich Union, all fine and dandy. Until Mono had to publish the companies profits!! Then the birth of "Asprea" came about or "the people who now decide how and what to spend" Whilst we dealt direct with Norwich Union, 50 hour weeks by the lads, scaffolds, adjustments, extra work delivered materials skips, 10 lads on site overtime to finish the job, everything we needed just got the go ahead, and the turn around of jobs was very fast!! In fact a lot of the work you the insured were put up in a hotel because of the sheer number of lads there would be on site doing the repairs and as we did it so quickly it cost them less in the long run to have you the insured put up, and us in to blitz the work with regular if not constant site agent/forman/surveyors being present.

Norwich union, oops!! I mean Asprea Then stop all this, set up shop and start decided what when who and where!! They fill an office of hundreds of un qualified people to answer your calls regarding your claim, and pass you on directly to your dedicated claims handler. This by the way is who the person giving you the so called advice from above is. This person deasn't even have an idea about your claim, and is instructed that the second the claim is passed to Ansa/Mono you the insured have to deal with us, so wouldn't you think as a logical person, why doesn't the claim come straight to us, the sub contractor so we can deal with it from the outset?? If asprea has your details and you have your dedicated claims handler, and you call us to say I've been waiting four weeks for you lot!! how the hell are we supposed to know who you are?? your dedicated claims handler is supposed to contact us directly with your concerns, thats why we got rid of our call centre!!!!!!!!!

Asprea have call counters, Ansa never did!!! The staff were not there to answer calls really, the people you speak to are all deligating materials, work force, dealing with complaints regarding the lack of correspondance from either Asprea or Ansa, re booking work that was scoped wrongly doing costings loss adjusting, in other words, they are skilled people not customer care teams to deal with your complaint, we got rid of them when asprea told us they had now taken on this role.

Another thing.

Say we went to a job, all work is booked in 4 weeks prior to us arriving, this is apreas idea, so you've got a four week wait anyway. We would arrive, receive a telling off, be told how bad Asprea were, and we would continue to do the job in hand. Oh!! the so called 10 sq meter ceiling turns out to be 20sq meters. Health and saftey means one mans not allowed to do this on his own. We phone Ansa, Ansa say well Asprea did the survey. They then Call Asprea, asprea say no it's 10sq meters, and so on and so forth. They say just do the work, we send another man, and the extra materials, Asprea don't pay us for those extra's!!

As a business anyone with an ounce of common sense knows it's not a sustainable means to run a company. so we stop doing it until we get written confirmation from Asprea saying the extra funding is there, go ahead. !This takes time! If I'm sorting the material costings, re arranging a job that was scoped wrong, dealing with a broken down van, costing jobs and answering more calls that Asprea are supposed to take, what the hell, theres only 8 hours in a day!!

The letter gets faxed through, it goes to a 19yr old who has no idea what a lath and plaster ceiling is, nor who you the insured (you) are, and is dealing with a volume of calls as to why the sub contractor (us) cannot continue with the scheduled works. He then passes it on to a "building Surveyor" who was there in the first place, 90% of said "surveyors" employed by Asprea were sacked from the sub contracting companies for making huge errors in scopes, and one I know personally is a PE teacher who just applied and got the job, he came running to me to teach him how to actually scope for works.

Then the worst bit (for you the insured)

All our men are now booked up for four weeks, we find it very hard to re arrange as someone else has been waiting and so on and so forth. So what you then receive is random men attending sometimes un announced to try and get the work done if they have finished early on another job or get a cancellation, strictly NO overtime is allowed ruled by asprea, absolutely NO deviation from the scope, surveyed by underskilled people absolutley NO remarks regarding the bad service offered by Norwich Union oops! I mean Asprea and Absolutley NO moaning about it or we'll cut you from the sub contractors list.

My friend at Asprea who is a loss adjuster there, was in a meeting last year, where it was made clear, Ansa Building Services was to be made out as the bad contractor to the Asprea staff, publicly and to the insured, and the plan for the next 12 months was to reduce the work orders given to us, and reduce the costings for work orders " repair jobs to your home", with the real intention of sending the company under after the profits gained by the firm under the original sub contracting conditions before Asprea was Born.

They have done just that, Ansa is shutting down this month with the loss of 300 tradesmen, and 100 office staff.

The best way to deal with Asprea is to get your own contractors in, and make sure you get the money for someone to manage the works for you, this is your right and you are entitled to it. After all it's your money!!!

If you have to deal with your sub contractor arrange what is needed to get the job moving, you the insured then phone Asprea and demand that these requirments are met, and I guarantee you, the job will run smoothly.

No company in the world will do a 3k job for £550, realise this, see Asprea as your gateway to receiving the funds to allow your sub contractor to complete the work properly and in a timely fashion.

My rants over now.

Oh and one more thing, 3 of us tried to get our new company on Asprea's sub contractor list. The conditions were. No less than a 1.5 million turn over before acceptance, with a 1 year trail and 15% of the companies profit to be returned to Asprea (norwich union) quarterly.

Speaks for itself really doesn't it.

dacouch

Asprea are owned by Carrillion

matt_jagger445

dacouch wrote: »

Asprea are owned by Carrillion

And who do you think owns carrillion? Aviva. As part of sub contracting for Asprea, Aviva sent us about 25 lads as they were surplus from Carrillion. The company Carrrillion was going into work more alligned with what Asprea do and also tax evasion under a company name and as this is suspect they still oporate as a service provider also. From what I hear on the grape vine, the idea is this.

Send under all sub contracting parties involved.

Then only have Carrillion (themselves) win the work, this way the profit margins for the company (asprea, aviva, carrillion) will be massive. They charge us more as the insured due to large tenders from the sub contractor (themselves) and they get 90% or more return on restoration works as they are actually doing it. Buying up Carrillion is a great move, the company has a good reputation and so not many people are going to grumble at having this "company" do the restoration works.

dacouch

Carrilion are a PLC owned by many many shareholders, there is a very good chance Aviva own a percentage of the shares as there is also a very good chance their shares are also owned by many other Insurers and pension funds etc

tangiblesolutions

As a contractor, our customers have suffered at the hands of Asprea. They will call the claimant direct and offer unsupported cash settlements.

Highly annoying and unprofessional

MW