Buying insurance is a necessary step in protecting oneself and one’s assets. However, no matter how good the insurance provider is, there may still be occasions when things don’t go according to plan. In these instances, it is crucial to know how to handle complaints effectively. This article will discuss everything you need to know about how to deal with Aviva complaints.
Aviva is a well-known insurance provider in the UK that offers a range of insurance products, including car, home, and travel insurance. However, like every other company, Aviva is not exempt from customer complaints. Here’s what you need to know if you’re dealing with an Aviva complaint:
Firstly, try to resolve the issue directly with Aviva. It is essential to address any problems you have with Aviva directly, by contacting their customer service. Most problems stem from simple misunderstandings or incorrect information, which can often be resolved with a phone call or email.
When dealing with Aviva’s customer services team, it’s essential to stay calm and concise. Be specific about your problem and provide as much information as possible. Aviva’s customer service team will then work with you to try and resolve your problem.
If the customer service team is unable to resolve the issue, you can escalate the complaint. Aviva offers an official complaints procedure that is compliant with the Financial Conduct Authority’s (FCA) regulations. You can either submit your complaint online, via email or send it by post.
After this, Aviva will investigate your complaint, and if possible, will try to resolve the matter. You can expect to receive a response within eight weeks of the complaint being raised. In some cases, investigations may take longer, but Aviva should inform you of any delays.
If you’re still not happy with the resolution, or the time taken to resolve the complaint, you can escalate it to the Financial Ombudsman Service (FOS). The FOS is an independent body set up to resolve financial disputes between consumers and financial service providers.
The FOS is free to use, and it has the power to make legally binding decisions. Before approaching the Ombudsman, however, you must exhaust all other avenues of communication with Aviva to give them a chance to resolve the matter.
It is essential to note that the FOS can only help if you have a current or past relationship with Aviva, if you have purchased insurance with them directly, through a broker or via a comparison site. The FOS’s process can take some time as they receive significant numbers of complaints annually, so patience is key in this process.
Aviva’s customer service team is available over the phone, email and live chat. To use live chat, simply visit Aviva’s website, where you’ll find the chatbox icon in the bottom right-hand corner of the screen. Here, you can speak directly to a customer service representative online.
You can also contact Aviva via their social media pages, including Twitter and Facebook. However, it is important to note that customer service reps cannot resolve complaints using social media platforms. Instead, they can direct you to the appropriate channels or provide general information.
It is essential to note that complaints can be lodged against Aviva even if you’re not a policyholder. For example, if you feel a claimant’s case has not been handled correctly, you can file a complaint on their behalf.
To summarize, if you’re unhappy with a policy or service provided by Aviva and wish to lodge a complaint, you should first communicate the issue directly with their customer service team. If the team cannot resolve the issue, you can escalate the complaint to Aviva’s official complaints procedure, followed by the FOS if necessary.
It is vital to take the time to understand the process and give Aviva a chance to resolve the issue before escalating it to the FOS. In most cases, complaints can be resolved amicably without the need for intervention from a third party.
In conclusion, it is never a pleasant experience to make a complaint to any company, and Aviva is no exception. But if you are unhappy with their services, it’s important to follow the right channels of communication and keep a clear record of all correspondence. Following these steps will ensure that your complaint is addressed and resolved as smoothly and quickly as possible. Remember, it’s better to report a problem early rather than wait until it becomes a bigger issue in the future.