When it comes to insurance, trust plays an important role. That’s why having an ombudsman service is crucial to ensure that every policyholder’s rights are protected. One of the leading insurance companies in the UK that has an ombudsman is Aviva.
In this article, we will discuss everything you need to know about Aviva ombudsman, how to raise a complaint, what the ombudsman can and cannot do, and what to expect from the process.
What is Aviva Ombudsman?
Aviva ombudsman is a separate and independent department that handles complaints from customers. The department is responsible for investigating and addressing policyholders’ concerns or disputes that cannot be resolved with Aviva directly.
The ombudsman office follows strict guidelines set forth by the Financial Conduct Authority to ensure that every complaint is handled fairly and impartially. They provide free service to all policyholders, which means you don’t have to pay anything to file a complaint or get help from the ombudsman.
How to Raise a Complaint?
If you have a complaint and you have already raised it with Aviva but your issue remains unresolved, you can contact the ombudsman externally. You can do this through the following steps:
Step 1: Collect Documentation.
Before filing a complaint with the ombudsman, gather all supporting documents, such as correspondence with Aviva, receipts, and evidence of any phone conversations.
Step 2: Contacting Aviva.
Make sure you have exhausted all other options for resolution with Aviva before contacting the ombudsman. If you are unable to solve the issue, then you can raise a complaint with Aviva by contacting them through their website or direct phone number. You may also write a letter to Aviva and send it through email or postal mail.
Step 3: Filing Complaint to the Ombudsman.
If Aviva has not resolved the complaint or you are not satisfied with the outcome, you can escalate it to the ombudsman. You can do this by filling out the ombudsman’s complaint form and submitting it online. You can also submit the complaint through email or by post.
What the Ombudsman Can and Cannot Do?
The ombudsman can investigate complaints that are related to Aviva’s products and services. This includes issues with claims, policies, contracts, investments, and professional services.
The ombudsman can also provide recommendations on how to resolve complaints and ask Aviva to compensate their policyholders for any loss or damage they have incurred. However, they cannot make Aviva change their policies or procedures, or force them to do anything against their will.
What to Expect from the Process?
Once you have submitted your complaint to the ombudsman, you will receive a confirmation that they have received your case. The ombudsman will then investigate your complaint and gather information from all parties involved.
They will independently assess your complaint and provide a decision on whether it has merit or not. If your complaint is accepted, the ombudsman will provide recommendations on how to resolve the issue, which can include financial compensation or a change in Aviva’s policies or procedures.
The ombudsman process can take time, and it can vary depending on the complexity of the complaint. In most cases, the ombudsman can provide a final decision within six months of receiving the complaint.
In Conclusion
Having an ombudsman service is an essential part of an insurance company’s operations. It ensures that policyholders have a voice and can seek help when they encounter problems with their provider.
If you have a complaint with Aviva and you are unable to resolve it through their usual channels, the ombudsman is available to help. They follow set guidelines and provide an independent and impartial judgment of your complaint.
Overall, the Aviva ombudsman is an important service that aims to provide a fair and equitable solution to policyholders’ complaints.