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simon e

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Review of the Aviva, Annuity:

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Beware these sharks

Since my father's passing in November 2024 I have been trying to get the remainder of his annuity with Aviva paid into my mother's account, as stated on their policy document. As my mother is an 88 year old with dementia and is incapable of managing her own affairs it has become my responsibility to follow these types of issues up for her, which I am glad to do. Having completed all necessary forms and documents by mid December my case made no progress. Numerous emails were sent and many phone calls made to the relevant teams and each time I was told that the documentation had not been received. In the end I must have sent the same file electronically at least 6 times. By January 2025 no progress had been made so I was forced to make a complaint to Aviva. I was told in February that the documentation had been found but that one of the documents, a bank statement, was not detailed enough. I subsequently provided Aviva with a more detailed bank statement and was told by them that all documentation was complete and that my mother would start receiving the pension from 4th April and that I would receive a certification letter confirming this on 8th April. Needless to say, neither of these things transpired. The onlly communication I have received from Aviva was on 8th April to tell me that my complaint was still being investigated and I should here from them after another 10 working days. Having made another three phone calls in as many days my case is still no further forward and each Aviva representative I speak to fobbs me off with statements like " I will look into it for you " or "your case is being investigated by someone higher up." This all sounds very similar to the majority of reviews I have read about Aviva on this and other platforms unfortunately. I have now made an official complaint to the Financial Ombudsman. I have tried being patient and polite in my dealings with Aviva but I feel I have reached the end of my tether. My gut feeling is that they and possibly other similar providers spin these types of claims out for as long as they possibly can in order that your loved one's money stays in their accounts earning as much interest for their shareholders as it can and that eventually you will give up. Reviewed on: 10th April 2025

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