Annual bonuses not added by AVIVA to an old FP policy

winsand23

If you had a FP policy now Aviva perhaps you will read this.

Bonuses have not been added to my policy. I questioned this on a telephone call and was told bonuses were not applicable to my policy. I checked back and FP used to pay them annually.

I then got a letter in the post in June from Aviva saying sorry, you were given the wrong information. regular bonuses were applicable for 2024 and 2025. The letter said the 2026 statement would show the adjustment. Nothing came.

I rang again, and was told the information I had been given in the post was wrong. there were no bonuses to be added.

I wrote in. Aviva replied by post in July "we have not missed any bonuses on your policy"..

I telephoned and emailed again and said that I would like statements and details of bonuses.

This resulted in a letter towards the end of August from Aviva. Another apology for incorrect information. It stated that no bonuses were paid from 2003 to 2023. 1% bonus rate should have been applied in 2024. 1.5% in 2025 and 1.5% in 2026. Sincere apologies for any inconvenience caused. They have now added bonuses for 2024, 2025 and 2026.

I have asked Aviva for a letter and statements so the Ombudsman can check which of their many calculations may/ may not be correct. Statements and calculations have so far not been forthcoming.

It is not a huge policy, but I expect Aviva to look after my money and supply the correct information and policy value to me annually.

Martin, can you or any of your members help please?

Marcon

Not clear from your post if you've actually made a formal complaint. If you haven't, then do so now - you'll need to have jumped through that hoop before either the Pensions Ombudsman or Financial Services Ombudsman will consider a complaint.

If you have already made a complaint, and have received the 'final reply letter', then I'd head for the Ombudsman now and let them try and sort out this annoying confusion. You've obviously tried your best to do that, and are just going round in circles from the sound of things!