Business ProfileforAviva Canada Inc

I’m the party of *** ** ***** ** an accident. There is a huge damage to my vehicle, and my insurance company is Aviva. I called Aviva to open claim the next workday and signed the work order for allowing the body shop to do their work. After few days, Aviva sent me the repair approved letter. Comparing to the value of vehicle, I asked the advisor to reconsider the option of total loss. A ***** *** ******* mistake was found in appraisal, I contacted appraiser and my advisor and they didn’t respond. I didn’t know whats going on so I submitted the first complaint. The body shop also received the repair file and they see it as to start the process of repairing, so they made purchases for parts and called me to notify. I thought Aviva asked them to keep repairing, so I didn’t ask them to stop. A few days later, a specialist contacted me with a total loss approved but they said I need to pay the restocking fee. **** **** *** **** ***** *** *** **** ** ***** ** **** ** * **** *********** Once I told them I refused to pay, they would stop replying to my messages. Yesterday, the body shop contacted me as Aviva couldn’t be reached since Jan 4 and if we can’t pay for the restocking fee before the next Monday, the cost will rise from around 9k to over 20k. After the shop sent the file to Aviva, they used this as * ****** **** if I don’t pay, they won’t go to the next step to write off the vehicle. When I asked Ombudsman office for FPL to seek help, they said it’s under review. I would say it is not acceptable **** ***** ****** ** for I should be responsible for the restocking fee since I was trying to contact them all the time even when they didn’t reply. *** *** ** ****** *** ** *** **************** *** *** *********** My appeal is that Aviva should pay the restocking fee in full ****** ****** and talk to me ASAP about compensation for the vehicle. Thank you for your help in advance and please don’t hesitate to contact me (via email) if further information is needed!