Unacceptable Delay on Aviva Claim - No Upload Link after 10 Days!

moneysaverexplorer

Hello all,

Apologies a bit lengthy, but this is seriously what I've experienced so far!

I’m hoping someone here has faced something similar and can advise. I made a claim with Aviva on 21 August for my TV repair and have been passed between Aviva, Davis Group and DK Audio Visual Services with no progress. Here’s my timeline:

21 Aug: Claim logged via MyAviva.

22 Aug: Contacted by Aviva, advised to await email from Davis Group.

22 Aug (PM): Davis Group acknowledged claim receipt and promised DK Audio Visual Services Ltd would e-mail me a link to upload my evidence within 24 hours.

26 Aug: Chased Davis Group as received no link from DK Audio Visual, and I politely (now believe naively) suggested I presumed delay linked to Bank Holiday weekend.

27 Aug: Contacted Davis Group as still no response.  The contact advised they tried to contact DK Audio Visual Services Ltd, but no reply and would get back to me.

28 Aug: Live chat with Aviva; they escalated to Davis Group.  They apparently contacted Davis Group whilst I was on Live Chat, and was advised to wait until cop Monday (I kept the live script chat).  If I hadn’t received anything from DK Audio Visual Services Ltd, Davis Group would send an e-mail link to themselves. 

1 Sept: Nothing, so contacted Aviva again via MyAviva Live Chat and requested the new contact read through my live chat record, as didn’t want to repeat myself.  They advised they contacted Davis Group and would call me back at 4pm to check I had received a link.

1 Sept: Aviva contact called me at 4.  I advised nothing received, so they passed me to Davis Group new contact, who kept me on hold for a while, then when returned advised couldn’t get a response at DK Audio Visual Services Ltd, but had spoken to managers. 

2 Sept: Spoke to Aviva live chat again to advise still no response.  They chased Davis Group again and advised would call me at 9am 3 Sept.

3 Sept: Aviva contact called at 9am, advised still nothing.  They confirmed would call me again at 1.30 to see if I had any update.

3 Sept: I called Davis Group again directly as no further forward.  Spoke to a new contact who understood my frustration and would raise with their manager.  If they couldn’t personally get a reply from DK Audio Visual Services Ltd they would appoint a new claim inspector/validator.

What on earth is this about?!?  Aviva is the face of my home insurance policy, I’ve been a loyal customer for so many years, and a name I associate with trust.  Having never made a claim before, finding that I’m being passed from pillar to post with third parties who clearly don’t have the capacity to meet service levels or care has been so frustrating.  Stinks of cost cutting at every level.

I feel the brief at all touch points is ‘hack the customer off so much’, having to chase with so many calls and e-mails they simply get customer fatigue and give up!  I honestly thought everyone I have spoken to so far was absolutely genuine and understood my frustration.  However, after doing some research of my own, it feels like this is a common problem?

Any advice on how to take this further?

MyRealNameToo

Have to say that may experience was very different. Registered the claim on Friday, email on Saturday saying Davies appointed. Called on Monday by Davies, Monday PM cash part of settlement recieved, Tuesday Amazon voucher received for second part of claim. 

In my case it was a theft away from the home so no point in appointing inspectors/repairers. Have you tried contacting DK AVS? Appreciate not your job to do so but sometimes it's easier to just cut out middlemen.