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Review of the Aviva, Car insurance:

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Motor claim 16 months

TERRIBLE handling of a motor claim. Sept 2022 car reversed into me, damaged to their car, none to mine. Reported & advised they will handle everything and get in touch as often it ends a 50:50 claim without witnesses. Reassured that they will contact for more detailed info and progression of claim. If I didn’t hear from them it was likely the other party didn’t make a claim or I’m not ‘at fault’. They would fight my case. ZERO calls, emails, letters re above in 16 months. No issue or claims noted with 2023 renewal. Just renewing 2024….. ….fast forward to April 2024. Random email stating that my NCD is affected and above claim was ‘fault’ and this will affect my upcoming renewal costs and NCD. Long call later, seems they closed the case late Dec 2023. 2 letters on system Nov 2023 offering me an opportunity to dispute blame that we not actually sent (their system shows this too). Despite this, no follow up/chasing. 19 months and I’m the one now chasing! Claims employee very sympathetic and apologised many times for very poor handling of case, lack of communication, lack of chasing the claim on my behalf and the complete absence of opportunity to expand my evidence/case in a contemporaneous manner to give fair process (that’s now too late). They confirmed that there was no representation on my part by AVIVA against the third party. Livid is an understatement. I’ve been a loyal customer for many years. Raised as a complaint, but have I little faith in their ability and integrity. I’m the one left with a reduction in NCD years and increased premium costs. Stay well away. Reviewed on: 8th April 2024

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