ComplaintsforAviva Canada Inc
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Complaint Details
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Initial Complaint
09/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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!Business response
15/02/2024
Aviva is aware of this complaint and has provided the customer with a final position letter, the customer may proceed to follow the outlined letter.Customer response
15/02/2024
Complaint: ********
I am rejecting this response because: Aviva did not provide any explanation on their *** ********** ** work *** ***** ******** ******** **** * ********* ** ************ *** ** ** ******* ****** *** ** *** **** ******* ******* *** ********** ****1. I’m not aware of what was going on within my case, therefore I could not correctly respond to the body shop.
2. When I tried to contact the staff within the company, they sometimes did not reply within few days.
3. When I asked for reconsideration of total loss, the company did not revoke their file of repair which was sent to the body shop.
Sincerely,
***** ****Initial Complaint
26/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Received letter of cancellation of insurance on 2009 hideout trailer on June 23,2023.Stating it was deemed a total loss. They were taking payments out and were not returning calls to come look at the trailer since the fall of 2022. The trailer had minor damage in the master bedroom ceiling and rooftop. Up until this time I am continuing to pay the bank payments and have not received any payment for the total loss. I do not understand how it’s a total loss if it’s not paid off.Business response
31/01/2024
We have received this customers concerns, In order to properly ensure that this is reviewed by the appropriate business unit, please provide your policy number with Aviva. Alternatively if you have questions pertaining to Billing, you can reach them directly at ###-###-####.Customer response
09/02/2024
Policy # ************Business response
12/02/2024
The customer's claim was denied by Aviva. As per the escalation process, should she have any questions pertaining to the denial, she will need to escalate that to a Claims Manager. She can reach claims at ###-###-####. Any questions pertaining to her policy will need to be directed to her broker. ************** - ###-###-####.Customer response
13/02/2024
Complaint: ********
I am rejecting this response because:I have paid my insurance monthly and my camper is in immaculate shape other than the specified damage to the roof and bedroom interior so I would expect my insurance to cover this and not have cut me off when I put in the claim and deemed it a total loss!! What is insurance for, what was I paying for??
Sincerely,
***** ******Initial Complaint
04/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Aviva employee Thomas H.owes me $2200 from a settled claim. This payment to me is overdue. Please pay me today.Business response
04/12/2023
Hello,
In order to assist with your inquiry, please provide your policy information and or claim information this is in reference too. Aviva has an escalation process, but in order to address your inquiry and ensure the process has been followed, we require more information. Thank you.
Initial Complaint
08/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We had a water leak back in August 2023. We have a comprehensive insurance coverage but they decline our claim. They have not done their job investigating the matter. We woke up in the morning and the water was dripping from the wall in the main floor coming from the water valve in the 3rd floor. We are covered by sudden and accidental perils but still denied our claim. They did not investigate, did not even call our Property Management for more information. I am seeking help to recover the expenses we paid to repair the wall caused by water leakedBusiness response
08/11/2023
We have received the customers concerns and in order to escalate the matter to the appropriate persons within the business, Aviva will require the claim information. Once received, we will escalate to the Claims Manager as per the escalation process within Aviva. Thank you
Customer response
08/11/2023
Complaint: ********
I am rejecting this response because:
I have submitted pertinent documents, photos and videos to them.They do not do thier part to investigate further.
Sincerely,
****** *****Business response
10/11/2023
In order for the complaint to be reviewed, provide the policy number and claim number this is in reference too. We have previously requested this, and without this information, we are unable to identify you as a policy holder. Alternatively you may forward your business position letter you received to the Ombudsman Office at Aviva as per the escalation process. This process is outlined here: ****************
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Customer Complaints Summary
45 total complaints in the last 3 years.
12 complaints closed in the last 12 months.