Aviva – I hope you are reading this.
I dont usually do this, but I have decided to have a little Monday afternoon rant – this morning I was cold and now I am just angry/upset at how terrible Aviva customer service is.
Back in November I had a little stone chip my windscreen – nothing major and Aviva quickly put me onto Auto Windscreens who look after their windscreen repairs. They came out, fixed the chip and off they went. In the process – they left a small crack to the side of the dent which I was told was for the glue to enter the chip. I thought nothing off it.
Friday night comes and I am driving on the M25 to essex and I notice a huge crack across my windscreen – the initial chip had now turned into a full width crack!
So I called Aviva again and I am told the Reading department of Auto Windscreens will call me first thing Saturday (I am also told I will have to pay for new glas.. I dont think so!)… 4 phone calls made to Aviva later and late Saturday afternoon – I get a call from Head Office saying that the Reading branch wont be calling me anymore, they are closed. Hmph! But I will get a call on Monday morning (I wont hold my breath!)
Its now 17:29 on Monday afternoon, I have called twice already and got told they would get someone to call me “straight away”.. gues what? Still no call. I did ask to be put straight through to Reading but got told a polite… no! Their excuse? Reading branch are busy with other customers and cant help me right now.
Rant over – I understand they are busy, i just expect when I am told 3 or 4 times that I would “be called straight back” that they would do so. I just hope my windscreen doesn’t crack even more.
Shame on you aviva!
Hi.
I am sorry that you’ve had so many issues trying to get this sorted. If you’d be happy to email me the details I will investigate and see what I can do.
My email is rebecca.sibley@aviva.co.uk and I am very definately listening and want to help if I can.
Becca
Thank you for your comment Becca – I will drop you an email now.
Oh My God
Why on earth are Aviva using the services of Auto Windscreens they are absolutely appalling. I have been trying to get my windscreen replaced for over 5 days. Their systems were down for 5 days (I don’t think so) They now have a new system which guess what – they have lost all my details.
No apology, no help whatsoever. They are unwilling to waive the excess on my policy and think that their service in all respects is fine!
I will not be insuring with Aviva again purely because they use services (presumably cheap) that cannot deliver. You cannot speak to Aviva either. They are not interested – who would be in India! They just say this is not Avivas problem but refer me back to Auto Windscreens. Nick on 0800 389 8596 cannot help either with waiving the excess for “goodwill! This now has to be raised as a complaint and go to yet another department “Case managers”. No wonder these companies struggle they are worse than the civil service, for employing people with fancy job titles who appear to do nothing and have absolutely no authority. Seems the poor little dears walk around in a daze when “computer says no”!
I think its the mix of Aviva and Auto Windscreens thats the problem, neither want to hold their hand up and take responsiblity! Try this guy, he helped me out after I complained and got it all fixed and sorted for me:
Paul Tarpey
Complaints Manager
Aviva Insurance
* RAC House, Thomas Street, Stretford, Manchester, M32 0HX
( 0800 015 2424
0161 347 1634
paul.tarpey@Aviva.co.uk