As a customer of Aviva, you want to be assured that the company will meet its obligations and provide you with the best possible service. However, there may be times when you have a complaint about the insurer’s products, services, or staff. In such situations, Aviva ombudsman is available to provide guidance and support in resolving disputes fairly and impartially. This article aims to provide a comprehensive guide to the Aviva ombudsman and how it works.
What is Aviva ombudsman?
Aviva Ombudsman is an independent body that provides dispute resolution services between Aviva and its customers. This service is free and confidential, aimed at customers who have been unable to resolve complaints or disputes with Aviva through its complaints process.
The Ombudsman investigates complaints by looking at all the facts and evidence presented to them and makes an impartial decision. All decisions on complaints are final and binding on Aviva, but not on the customer. The customer remains free to exercise their legal rights and challenge the decision if they wish.
What Can Be Complained About?
Any complaint that relates to Aviva’s business and services can be brought to the Ombudsman. This includes complaints about policies, claims, service, sales, terminology, and product features. Often, complaints relate to delays in claims processing, underpayment of claims, or disagreements on policy coverage.
However, Aviva Ombudsman cannot consider complaints about policies or services provided by other members of the Aviva Group or complaints about third-party products sold through Aviva. Complaints that are subject to a legal process or have already been decided by a court or tribunal cannot be raised.
The Aviva Ombudsman Process
The Aviva Ombudsman process begins when the customer submits a complaint to Aviva. If the customer is unable to resolve the complaint with Aviva’s internal complaints procedure, they can refer the complaint to the Ombudsman for investigation.
The customer must usually submit their complaint to the Ombudsman within six months of receiving Aviva’s final response. However, the Ombudsman may consider complaints that are submitted outside this timeframe if it is considered reasonable to do so.
Once the complaint is received, the Ombudsman will carry out an initial assessment to determine whether it is eligible. If it is eligible, the Ombudsman will investigate the complaint by gathering evidence, including any relevant documents or witnesses. Both the customer and Aviva are required to provide all relevant information and cooperate fully with the Ombudsman.
The Ombudsman will usually try to resolve the complaint through mediation between the customer and Aviva. If mediation is unsuccessful, the Ombudsman will make a decision based on the evidence and information available to them. The decision will be based on what the Ombudsman believes is fair and reasonable in the circumstances.
The Ombudsman will make a decision and communicate this to both the customer and Aviva in writing. The decision will include detailed explanations of why it was made, including any evidence considered, and any additional remedies or compensation awarded.
Timeframe
The time frame for resolving complaints through the Ombudsman can vary depending on the complexity of the complaint and the evidence available. However, the Ombudsman will usually aim to make a decision within six months of receiving the complaint.
However, the timeframe may be longer if the complaint is particularly complex or where additional evidence is required. The Ombudsman will inform both the customer and Aviva of any anticipated delays and provide regular updates on the progress of the investigation.
Conclusion
If you have a complaint about Aviva’s products or services, you should first raise it with them through their internal complaints procedure. However, if you are unable to resolve it with Aviva, you can refer the complaint to the Aviva Ombudsman.
The Ombudsman provides an impartial and independent service for resolving disputes between Aviva and its customers. The service is free, and its decisions are final and binding on Aviva. The Ombudsman will try to resolve the complaint through mediation, and if this fails, will make a decision based on the evidence available to them.
If you have a complaint about Aviva, you should consider referring it to the Ombudsman for an impartial assessment of the issues.