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S Baggott

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Review of the Aviva, Car insurance:

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Aviva Car Insurance : Some faults but also some outstanding customer service!

My family were in the very unfortunate position that we were involved in a road traffic accident last week whereby we were hit from behind by another driver who totally admit responsibility. At first I thought this was going to be very straight forward and the first thing we did was submit a claim form on line on the evening of the accident so that it would assist Aviva especially as when you call them they advise people to submit the claim on line so they have the full details to hand. The following morning I was expecting a phone call or even an email from email with regards my case but nothing apart from the automated reply email that came back to me when I submitted the claim form. The problems then started as soon as I tried to contact Aviva by phone in that they kept me hanging on the phone for about 36 minutes on the first occasion which I had to hang up in the end thinking no one was there at all and then the 2nd time a good 28 minutes went by. Finally, I got through to some gentleman who basically had been placed on the phones with little or no knowledge at all on what to do or say with customers. I was honestly put on hold a good 5 times where he had to go off and speak with his supervisor. After now being on the phone for 56 minutes I asked a question about how soon I could get a courtesy car and then yes you guessed it ' I was put on hold again whilst he spoke with his supervisor as he didn't know what to do! '. By this time I had literally given up and told him that I would now like to make a formal complaint about the way my claim was being handled and to make sure it was logged on the system. To my amazement as soon as I said this his supervisor came straight on the phone who apologized and told me that he was being trained up! Surely a professional company like Aviva must train their staff to a what I hope is a good basic standard before they are let loose on the telephones to customers. If all new employees have been trained to a what I call a reasonable standard then if I were Mark Wilson, ( Aviva's Chief Executive ), I would certainly be having extremely strong words with the head of personal for training and development there at Aviva. After reading all my comments you might be amazed at why I have given this review of Aviva 4 stars and not just 1? Well in the afternoon I gave Aviva yet another call ready and armed ready to speak to someone senior with the intention of making my complaint heard. I then got through straight away to a lady called Gemma Britcher who I can honestly say has saved Aviva from not only losing a good customer. The lady Gemma was not only highly professional she actually spoke and listened to me as if she was not reading from a written script and went above and beyond what I call good customer service. I am not sure about the back ground or previous experience of this lady but again if I was Mark Wilson I would certainly not let her leave Aviva as companies like John Lewis would certainly employ her as one of their managers. Gemma couldn't apologise enough to me and even took the time out to ask how my family were after the accident and treated me as if she was a family member not just another number on the system. If any Aviva customer is reading this review then I guarantee you if you are lucky enough to be put through to Gemma Britcher then be rest assured you are in the best possible hands. So please, Mr Wilson, if you should read this then please pass on my sincere thanks to Gemma as she certainly deserves recognition for her service to your company. Kind regards ( Aviva Policy Holder ) Reviewed on: 23rd August 2016

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