Aviva - car insurance

LyndaJ

Received renewal documents from Aviva with increase in premium of ~£500.  Tried to call the number on the document (that it told me to ring if I wanted to speak to them about the renewal) to discuss but automated message says they’re only dealing with customers by email and would respond within 24 hours.  Three days later still no response.  Tried calling various numbers from their website, live chat facility etc but still no response.  Called another company and got same level of insurance for £1000 less.  Tried to contact Aviva to cancel my policy but same Merry go round.  Apparently you can’t cancel online with them as you have to speak to someone but all numbers are automated and tell you to email.  Got to date of auto renewal and still haven’t managed to speak to anyone/ correspond with anyone to cancel.  So frustrating! 

Grumpy_chap

Is the current Aviva policy set to auto-renew?
Do you have an  online account for the policy?
Does that allow you to de-activate auto-renew within the on-line account?

Brie

Cancel your payment to them with your bank or credit card.  Explain to the bank/card the reason so they can support you better.  Tell them you cannot get through to Aviva despite repeated attempts.  

Then write to Aviva (I suggest by post as well as by email) and explain you have cancelled and will not pay them anything at all for the renewed policy including any cancellation fees they might think are necessary.  Include copies of the emails to show you have tried to contact them in plenty of time.

LyndaJ

Thank you for your comments.  I managed to get through to them the following day by Twitter and they have cancelled the policy immediately for me with an apology for the frustrations I'd had. 

Peter999_2

It is so annoying that it is very hard to get through to Aviva on the phone.   I sold my car and bought another and had to have 6 emails sent and returned before it was completed.   This would normally take about 10 mins on a phone call and no back and forth.

I worked for Aviva for a long time and still know a lot of people there, including a guy who is high up on the voice side of the business. I spoke to him and he said to get round this and actually speak to a person, choose the option to change your vehicle, you are told to do it online, choose the option that says you have tried it online and it didn't work - then you will get transferred to a person and you can get help with anything, not just changing a vehicle.

csgohan4

Aviva for me has been the most expensive for the last 10 years at least. Where have all their premiums gone? I assume they have outsourced their call centers and trying to save some £££