Aviva Car Insurance Reviews at Review Centre

Overall Rating

Excellent service at providing a quote and taking the money over the phone at renewal time. Willing to call me back at convenient times etc. Very slick and professional. But don't be fooled by it !

Unwilling to offer anything like the same quality of service after you have paid.

May 2009. It's just taken 4 phone calls to Aviva (Norwich Union) and over 1 hour in total on the phone (actual time talking to call agents, not the time in call queues) for them to change my car insurance poilcy over to a new car. Never again !
A simple example of what you will get of you call Aviva for anything beyond a quote or renewal......
Call Agent: ' And what is the regisatration and make of your new car..?
Me: ' xxx xxxx.... it's a new Toyota'.
Call Agent: (Repeats reg back, then pause, then..) 'Oh..I have it as a 2003 Vauxhall'.
Me: 'No...It's new... and a Toyota'.
Call Agent:' SO what year will it be then ?'
Me:' Two thousand and NINE.....it's new!..... and it's a Toyota not a Vauxhall'.
Agent: ' OK.... er... I need to get the computer updated if it's a Toyota. And what was the registration again ?'
I should have given up at that point !
When it was renewal time I got a call from a UK call centre, and I was offered speedy quotes, and the payment process was extremely slick. HIghly professional. And now I want someting from them..... it's been possibly the worst customer service ever experienced. I can't possibly write it all down. Not sure which is worst - being put on hold for lengthy periods whilst they 'try to talk to the undewrwriters' and see of they can insure the car (they refused to take my details and call me back when they had the answers) - Or the poor automated call handling system (after going through the process once you won't want to hear the adverts and messages and endless options to press...you will be desperate to find a quick route through it all and to talk to a human, but you can't, so it takes longer and you get sent back to the beginning if you try) - Or being cut off by one of their agents when the simple task became too much for him.
When I asked to speak to a complaints manager I was told that the call agent also dealt with complaint calls and invited me to tell him what I thought was wrong ! It turns out that all of the options on their automated call system will go through to the SAME call centre in India. So why put me through the pain of never ending messages and ask me to choose a number to press if it goes to the same place and people ??? And the Manager that I eventually was allowed to speak to (in the same call centre) was clearly reading from a script. He didn't understand what I was complaining about and he offered no solutions.
Not happy!

Members' Comments onit3's Review

• bewary on 20th Jul 2009

  I found this review very helpful because...This happened to me aswell ,it was awful ,i was on the phone for 3 hours,i kept calm but i was clearly talking to an idiot ,i canncelled my insurance because believe me it was the only thing this guy understood!.While he might talk great english to an indian ear ,trust me i never understood a word he said,.After this i phoned an complained hoorayyy! i gets a guy from scotland ,arguged with him for 15 mins i laghed @ this guy he wanted money off me for cancelling !noo wayyyyy.So be warned stick to a local insurance uk based call centre.