They failed to meet my very low expectations

You never expect much when dealing with an insurance company, but congratulations to Aviva who managed to fail to meet my expectations that were very low. Just a little background. I was involved in an accident with someone insured with Aviva. The police found that they were at fault so I was contacting them to try and claim for the damage done to my bicycle.

It started promisingly when the first guys I spoke to about my claim was helpful, and I left the conversation feeling like things were going to go smoothly. 3 weeks go by and I still hadn't been contacted by them. They said it would call in two. Anyway, the person I speak to tells me that they have no record of that conversation, nothing has moved forward and no claim was made. How, I enquire would I have received the claim number with which she has just looked me up if no conversation took place? Silence.

Anyway, no point getting angry. At least things are starting to move now. I am given an email address to contact with information and evidence for my claim. A month goes by. No response. I call again. 'We have not received any emails'. Sigh.

I try again. Same result. So I ask for different email address and finally works. Another number of weeks go by and nothing. Chaser emails are sent and finally I get a call from someone who seems willing to help. He tells me at this point (3 months in) that they still have not even contacted their policy holder to see if he disputes the claim!! I have been told at least 4 times that waiting for a reply from the policy holder, which all seems to have been untrue.

I spoke to 4 different members of staff and it was 50-50 experience in terms of if they were rude or not. But only one has proven to be helpful. Which I think is a really disappointing rate of success.