AVIVA Insurance - Totally Incompetent

tempus_fugit

brewster83 wrote: »

You’re kind of missing the point. I don’t think it’s unreasonable to want to leave them given the fact that they have breached my data security twice and to so many people. The only reason I agreed to move to a new policy was that they AGREED to cover the costs of the increase; but are only backing out now that they have the full costing?!

They said they would agree "in principle" to cover the cost of the increase, which you seemed to be indicating would be around £30,000 over the lifetime of the policy. This became £97,000, however. We don't really know on what basis they agreed to cover the costs, but it's fair to assume that a 200%+ increase in the potential cost is not something that they would agree to, but you went ahead with it anyway. It also depends on how similar the terms of the prospective insurance were to the original. There are so many factors to consider.

Having said that I still don't think it is reasonable to expect them to cover these costs in full and I don't think it is missing the point to say that it's partly because you chose to leave rather than having absolutely no other option.

brewster83

tempus_fugit wrote: »

They said they would agree "in principle" to cover the cost of the increase, which you seemed to be indicating would be around £30,000 over the lifetime of the policy. This became £97,000, however. We don't really know on what basis they agreed to cover the costs, but it's fair to assume that a 200%+ increase in the potential cost is not something that they would agree to, but you went ahead with it anyway. It also depends on how similar the terms of the prospective insurance were to the original. There are so many factors to consider.

Having said that I still don't think it is reasonable to expect them to cover these costs in full and I don't think it is missing the point to say that it's partly because you chose to leave rather than having absolutely no other option.

The original £30k was as the result of a quick quote online; they then told me I had to actually take out a policy and submit the terms of acceptance; obviously when I completed the fully application my personal circumstances caused an increase in the price. The terms of the policy are exactly the same and I had to “go ahead with it anyway” as they wouldnt accept anything less than the terms of acceptance of a new policy, which you can only get by taking one out!

You also say it was just my choice to leave; what wouldyou have done in similar circumstances? I didn’t leave the first time they breached my data, I don’t think it’s unreasonable to not give them a third chance, do you?

tempus_fugit

brewster83 wrote: »

The original £30k was as the result of a quick quote online; they then told me I had to actually take out a policy and submit the terms of acceptance; obviously when I completed the fully application my personal circumstances caused an increase in the price. The terms of the policy are exactly the same and I had to “go ahead with it anyway” as they wouldnt accept anything less than the terms of acceptance of a new policy, which you can only get by taking one out!

Yes, but surely you must have realised that taking one out at £67,000 more than the original estimate would have raised alarm at Aviva? I certainly would not have assumed that they would just accept it, especially after an agreement "in principle".

brewster83 wrote: »

You also say it was just my choice to leave; what wouldyou have done in similar circumstances? I didn’t leave the first time they breached my data, I don’t think it’s unreasonable to not give them a third chance, do you?

I might have decided to move, but I would not have expected them to pay for my decision. I recently had a similar thing happen to me with my pension, they had sent details to a third party by mistake. Luckily they were up-front about it and they gave me a few hundred pounds in compensation. I could have decided to move but decided it was too much hassle and gave them the benefit of the doubt that it was a genuine mistake and that it would not likely happen again. I think it's reasonable, if we forget about the "poor service" that you feel that you have received, to give them the same benefit of the doubt. Ultimately though you feel that you have been badly treated as far as their response is concerned, and you may be entitled to some compensation for that, but if you decide to move they can't be expected to pay for that, not to the level that you are expecting at least.

brewster83

tempus_fugit wrote: »

Yes, but surely you must have realised that taking one out at £67,000 more than the original estimate would have raised alarm at Aviva? I certainly would not have assumed that they would just accept it, especially after an agreement "in principle".

I might have decided to move, but I would not have expected them to pay for my decision. I recently had a similar thing happen to me with my pension, they had sent details to a third party by mistake. Luckily they were up-front about it and they gave me a few hundred pounds in compensation. I could have decided to move but decided it was too much hassle and gave them the benefit of the doubt that it was a genuine mistake and that it would not likely happen again. I think it's reasonable, if we forget about the "poor service" that you feel that you have received, to give them the same benefit of the doubt. Ultimately though you feel that you have been badly treated as far as their response is concerned, and you may be entitled to some compensation for that, but if you decide to move they can't be expected to pay for that, not to the level that you are expecting at least.

If it had just been the once, I would have stayed; as I did last year (they sent 8 letters to my neighbour, containing all of the details of my policy and bank account details) and the issue was only highlighted when I discovered it myself. I would say that this was “giving them the benefit of the doubt”.

This time, they have sent the same type of information to my employer; with the letter having to be sent throught internal mail to reach me.

The cost of a new policy is not something I have any control over. The fact remains that, having given them benefit of the doubt the first time, I do feel that I have no option but to change to a new company in order to protect my information; in the current climate with identity theft on the rise and information security a major concern, I think two serious instances of breaching the security of someone’s personal data is inexcusible.

Thanks for your input but, respectfully, you are wrong and we’ll just need to agree to disagree.

custardy

brewster83 wrote: »

Thanks for your input but, respectfully, you are wrong and we’ll just need to agree to disagree.

Just so you know,agree to disagree doesn't work with 'you are wrong'.

brewster83

I disagree

starrystarry

brewster83 wrote: »

The original £30k was as the result of a quick quote online; they then told me I had to actually take out a policy and submit the terms of acceptance; obviously when I completed the fully application my personal circumstances caused an increase in the price. The terms of the policy are exactly the same and I had to “go ahead with it anyway” as they wouldnt accept anything less than the terms of acceptance of a new policy, which you can only get by taking one out!

You could have got acceptance terms for the new policy without actually starting the new policy. The acceptance terms are the offer of insurance, which you can either accept (by activating the policy) or reject/put on hold (by not activating the policy). Sounds like you should have shown the acceptance terms to Aviva before you activated the new policy. But in any case, you can cancel the new one anyway, you're not tied in. Cancel it and stick with Aviva...no financial loss.

brewster83

Aviva told me they wouldn't accept a quotation or anything less than me actually taking out the policy, with a payment schedule. I am NOT staying with them; I think I have more than given them the benefit of the doubt given the scale of the breach they have committed. I'm totally astounded that anyone would think that what they have down is minor or acceptable, and that I should just accept it. Baffling.

rs65

brewster83 wrote: »

I'm totally astounded that anyone would think that what they have down is minor or acceptable, and that I should just accept it. Baffling.

I don't think anyone would regard it as acceptable. Just change your bank account. I would be happy with £500 compensation for the other info disclosed.

brewster83

rs65 wrote: »

I don't think anyone would regard it as acceptable. Just change your bank account. I would be happy with £500 compensation for the other info disclosed.

I already had to change my bank account last year because of this.