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Pointless Aviva cover


Raine82
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I am writing this on behalf of my other half who is currently laid up and immobile due to a non fault accident.

 

He was stationary on the fast lane of the motorway on Monday when another motorist drove into the back of him at 55-65mph (according to police and auto repair examiners). The other driver admitted fault straight away to my other half, the police and to his insurance company. My other half was then taken to hospital from the scene of the accident by ambulance on a spinal board due to pain in his leg, back and neck.

 

He is the only driver named on his insurance policy.

 

I tried to contact Aviva in order to inform them and to get the car recovered, they weren't interested in talking to me or the fact that he had been involved in an accident and been taken to hospital. By the time I'd been able to talk to someone from Aviva the highways agency had recovered his vehicle themselves and so Aviva just told me that my other half must contact them.

 

The following morning, once released from hospital, my other half phoned Aviva. They asked what had happened and where the car was, and said that they would arrange for the car to be collected and taken to be assessed.

 

My other half then had a call from the repairer to ask when he would be taking the car to them! A car that we told Aviva was NOT drivable and even if it was my other half unable to drive it due to injuries sustained in the accident!

 

Today is Friday, WE HAVE HEARD NOTHING FROM AVIVA SINCE TUES AM! No letters, phonecalls, emails etc etc.

 

Aviva never asked if anyone involved in the collision were injured when boths parties were taken into hospital by ambulance.

 

We have had to call the assessor only to find that the car has been deemed a total loss and is beyond all repair.

 

We have then had a call from the valuer to negotiate a price for the vehicle.

 

WHAT IS THE POINT OF THE 'FULLY COMPREHENSIVE' cover offered by aviva?

 

He is unable to work, is not getting wages while he is off. I am having to take care of him during his recovery. He's left with no car (not that he can drive). And Aviva don't seem to care less.

 

I have had experience of an accident similar to this in the past and my experience with my insurer AA was FAR superior, with me not having to do a thing, as well as being informed on what was going on every step of the way via telephone AND letter.

 

Why are Aviva unable to do this?

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Oh and we've just called the 8am-8pm number on the website only to find that they're closed.

 

Spoke to 'John' on the chat facility who's given us another number...that one is closed too

 

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Because they are a big company, not offering a decent personal service.

 

There are 2 elements

 

1) Aviva dealng with the write off claim paying market value

 

2) legal claim against the at fault third party driver for uninsured losses e.g personal injury, loss of wages, policy excess, other costs incurred. Aviva won't necessarily help with this legal claim, unless your husband took out legal expenses cover. If there is no legal cover, them approach a Solicitors that handles accident claims. Be careful, if they offer an expensive hire car, as sometimes third party insurers challenge costs, potentially leaving you with a contribution to pay. You will see accident management Solicitors online offering hire cars on a credit hire basis, as they look to make money from the third parties insurers.

We could do with some help from you.

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Be careful with the market value. They will try to offer less than bottom book value,mwhen it should be the market value to buy a replacement. So check Glass.co.uk or Parkers and local garages to see what the current value is.

We could do with some help from you.

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You mention not getting wages. Is he self employed ? If there is no money coming in, the at fault third parties Insurers may be willing to pay some money as an interim payment, if evidence is sent to them, on the basis that the rest needs to be negotiated. Sometimes the third parties insurers are more helpful.

We could do with some help from you.

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Fortunately, we checked the values of the car and have ended up with an offer that we are willing to accept.

 

Aviva told my other half that he wouldn't get a courtesy car and forwarded him on to Enterprise as apparently in certain circumstances they are willing to hire cars out and bill the other party. We bypassed this as he is unable to drive due to his injuries anyway, so it would not be used and just taking up space, time and cost for nothing.

 

This seems odd to me as twice I've made non fault claims and have always been given a like for like car automatically within 24hrs of being off the road, whilst mine was being repaired/assessed.

 

So does it purely come down to 'you get what you pay for' rather than 'fully comprehensive' having the same meaning across the board?

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Fortunately, we checked the values of the car and have ended up with an offer that we are willing to accept.

 

Aviva told my other half that he wouldn't get a courtesy car and forwarded him on to Enterprise as apparently in certain circumstances they are willing to hire cars out and bill the other party. We bypassed this as he is unable to drive due to his injuries anyway, so it would not be used and just taking up space, time and cost for nothing.

 

This seems odd to me as twice I've made non fault claims and have always been given a like for like car automatically within 24hrs of being off the road, whilst mine was being repaired/assessed.

 

So does it purely come down to 'you get what you pay for' rather than 'fully comprehensive' having the same meaning across the board?

 

It varies in terms of policy cover and what claims service they offer. Some Insurers don't handle their own claims and use an outsourced company.

 

If the third parties insurers are willing to deal directly, as they know they are at fault, it may be easier. Solicitors who specialise in personal injuries will have knowledge that will help, but they are allowed to keep up to 25% to cover their costs. You have to be careful, as there may be ongoing issues with the injuries and therefore there needs to be a full medical assessment. Only once there has been such an assessment, would this start being looked into. But as i said the third parties insurers might help deal with some current costs.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

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If Aviva won't pursue the injury claim, ask OH if he is in a trade union. Most will provide access to legal services and they may be able to assist.

PLEASE HELP US TO KEEP THIS SITE RUNNING

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No... you can't eat my brain just yet. I need it a little while longer.

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Guest Aviva Support
I am writing this on behalf of my other half who is currently laid up and immobile due to a non fault accident.

 

He was stationary on the fast lane of the motorway on Monday when another motorist drove into the back of him at 55-65mph (according to police and auto repair examiners). The other driver admitted fault straight away to my other half, the police and to his insurance company. My other half was then taken to hospital from the scene of the accident by ambulance on a spinal board due to pain in his leg, back and neck.

 

He is the only driver named on his insurance policy.

 

I tried to contact Aviva in order to inform them and to get the car recovered, they weren't interested in talking to me or the fact that he had been involved in an accident and been taken to hospital. By the time I'd been able to talk to someone from Aviva the highways agency had recovered his vehicle themselves and so Aviva just told me that my other half must contact them.

 

The following morning, once released from hospital, my other half phoned Aviva. They asked what had happened and where the car was, and said that they would arrange for the car to be collected and taken to be assessed.

 

My other half then had a call from the repairer to ask when he would be taking the car to them! A car that we told Aviva was NOT drivable and even if it was my other half unable to drive it due to injuries sustained in the accident!

 

Today is Friday, WE HAVE HEARD NOTHING FROM AVIVA SINCE TUES AM! No letters, phonecalls, emails etc etc.

 

Aviva never asked if anyone involved in the collision were injured when boths parties were taken into hospital by ambulance.

 

We have had to call the assessor only to find that the car has been deemed a total loss and is beyond all repair.

 

We have then had a call from the valuer to negotiate a price for the vehicle.

 

WHAT IS THE POINT OF THE 'FULLY COMPREHENSIVE' cover offered by aviva?

 

He is unable to work, is not getting wages while he is off. I am having to take care of him during his recovery. He's left with no car (not that he can drive). And Aviva don't seem to care less.

 

I have had experience of an accident similar to this in the past and my experience with my insurer AA was FAR superior, with me not having to do a thing, as well as being informed on what was going on every step of the way via telephone AND letter.

 

Why are Aviva unable to do this?

 

 

Hi Raine82,

 

I'm very sorry to read about what's happened and can completely understand why you are both frustrated. We appreciate that claims can be a stressful time and try to alleviate as much stress as possible; I'm sorry that this has not happened in this instance.

 

If you haven't done so already, please feel free to contact us directly at [email protected] with the policy holders:

 

~ Full name

~ Date of birth

~ Post code

~ Policy number

~ Your CAG username (so that we can link the posts)

 

Once we receive these details, we'll get in touch with our claims team and ask them to contact you directly to hopefully help resolve things.

 

Thanks

 

Nicki

Aviva Online Team

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Fortunately, we checked the values of the car and have ended up with an offer that we are willing to accept.

 

Aviva told my other half that he wouldn't get a courtesy car and forwarded him on to Enterprise as apparently in certain circumstances they are willing to hire cars out and bill the other party. We bypassed this as he is unable to drive due to his injuries anyway, so it would not be used and just taking up space, time and cost for nothing.

 

This seems odd to me as twice I've made non fault claims and have always been given a like for like car automatically within 24hrs of being off the road, whilst mine was being repaired/assessed.

 

So does it purely come down to 'you get what you pay for' rather than 'fully comprehensive' having the same meaning across the board?

 

As your other half is the only driver covered to drive the damaged vehicle and he's currently unable to drive, it would be difficult justifying to the other Insurers that they should pay for a hire vehicle at inflated cost.

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