Aviva/Solus problem

[ohdearQuoteMeHappyarecrap]

Could someone please help me with the following situation? Aviva/ Quotemehappy / Solus Park Royal are lamentable and treating me, their client, like thugs.

 

Back on the 29th November 2014 someone stole the two front seats from my Fiat 595 Abarth and caused some collateral damage to the car. Almost three months later, QuoteMeHappy/Aviva has still not settled the claim.

 

A couple of days after the theft I was given a smelly "courtesy" car. Of course no terms and conditions were presented. No indication of how long I could keep the car etc.

 

The claim ran it's course. QuoteMeHappy/Aviva initially under-valued the car and offered me a cash in lieu settlement. When I contested this and provided evidence that their valuation was wildly inaccurate they decided that they wanted their internal repair service Solus to repair the car rather than offer a cash in lieu which was my preference. Bearing in mind all the negative feedback I had read and heard about Solus I did not want them to go anywhere near my car.

 

A few observations:

 

- Nowhere on QMH/Aviva's website did it indicate, that a QMH customer would have to deal with a third party company (Solus) once a claim had been lodged. I'm sorry but I pay my premium to QMH/Aviva so I expect to deal with them not some amazingly rude third party.

 

- I've been repeately harrassed by Solus. On the first occasion on the 15th of January they told me that they needed the "courtesy" car back within two days on the Saturday 17th – this without any reference to when the claim would be resolved or when I would get my own car back.

 

- Solus made several subsequent calls with the same request. On Jan 28 they called to say that the “total loss had been settled.” Their meessage was left as a voicemail that has been recorded and saved. Clearly a lie.

 

- Solus called again on February 3rd to say that “…everything has been sorted out, you have been paid out and the courtesy car needs to come back to site.” Again the message was left as a voicemail that has been recorded and saved. Another lie?

 

- At some other point around 3 weeks ago they indicated that they would move my car to my preferred repairer but this has still not happened.

 

- At the beginning of February I left the "courtesy" car ready for collection, in the hope that QMH / Aviva would settle the claim, pay me out, deliver my car to my preferred repairer so that It could be repaired whilst I was away on business for two weeks.

 

- This morning the rude people from Solus called again asking for the return of their car and telling me that they would declare the car as stolen to the police. Once again I suggested they get my insurer to contact me about this, then as usual the conversation deteriorated and out of frustration, as on past occasions, I hung up on them.

 

I've just walked out to my office's parking lot and guess what? The courtesy car has disappeared. I strongly suspect that Solus came by, without advising me and took their car back together with my all possessions that were in it. Of course the car was neither valeted nor fueled so I imagine that they will seek payment for that...Fortunately there is CCTV in the parking so we should rapidly have a sense of what went on.

 

Wow! How unscrupulous do you get? - and I'm a client. Can you imagine how they treat third parties?

 

I'm not quite sure how to take this forward. Any suggestions would be welcome. I'm thinking social media, AutoExpress, Financial Conduct Authority, MoneyBox on Radio 4...

 

The only ray of sunshine in this case is someone I met who is assisting me with the claim. She is essentially the Mr. Wolf (from Pulp Fiction) for people having to battle their own or other insurance companies. She is such a star. Further she has no financial vested interests in helping me with my claim. She is just starting out with this new business and would just like me to tell all my friends about her. Where QMH / Aviva make me lose faith in humanity, this lady restores it.

 

In case Aviva read this spare me your standard social media response with link to your website. This requires a more intelligent, substantial, immediate and personal response. You know where to find me, you know my policy number and you know the only reasonable outcome I seek. Does anyone withing QMH / Aviva think of the lifetime value of a customer?

 

 

Lastly, on Aviva’s correspondence, they present the logo of the Institute of Customer service. This would suggest that they are presenting themselves as members of the ICS. Enquiries made with the ICS reveal that neither Quotemehappy nor Aviva are members. This strikes me as false advertising.

Based on my experience so far I can’t think of anyone less qualified to be a member of the ICS.

 

P.

[dacouc]

Solus are owned by Aviva.

 

Your Insurer are responsible for the actions of the supplier (The garage) whether they own the garage or they're a genuine third party

 

These may help you

 

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/88/88-insurance-claim-disputes.html

 

Ignore this being about Home Insurance, the same principles apply.

 

http://www.financial-ombudsman.org.uk/publications/technical_notes/household-insurance-repairs.html

[Guest Aviva Support]

Could someone please help me with the following situation? Aviva/ Quotemehappy / Solus Park Royal are lamentable and treating me, their client, like thugs.

 

Back on the 29th November 2014 someone stole the two front seats from my Fiat 595 Abarth and caused some collateral damage to the car. Almost three months later, QuoteMeHappy/Aviva has still not settled the claim.

 

A couple of days after the theft I was given a smelly "courtesy" car. Of course no terms and conditions were presented. No indication of how long I could keep the car etc.

 

The claim ran it's course. QuoteMeHappy/Aviva initially under-valued the car and offered me a cash in lieu settlement. When I contested this and provided evidence that their valuation was wildly inaccurate they decided that they wanted their internal repair service Solus to repair the car rather than offer a cash in lieu which was my preference. Bearing in mind all the negative feedback I had read and heard about Solus I did not want them to go anywhere near my car.

 

A few observations:

 

- Nowhere on QMH/Aviva's website did it indicate, that a QMH customer would have to deal with a third party company (Solus) once a claim had been lodged. I'm sorry but I pay my premium to QMH/Aviva so I expect to deal with them not some amazingly rude third party.

 

- I've been repeately harrassed by Solus. On the first occasion on the 15th of January they told me that they needed the "courtesy" car back within two days on the Saturday 17th – this without any reference to when the claim would be resolved or when I would get my own car back.

 

- Solus made several subsequent calls with the same request. On Jan 28 they called to say that the “total loss had been settled.” Their meessage was left as a voicemail that has been recorded and saved. Clearly a lie.

 

- Solus called again on February 3rd to say that “…everything has been sorted out, you have been paid out and the courtesy car needs to come back to site.” Again the message was left as a voicemail that has been recorded and saved. Another lie?

 

- At some other point around 3 weeks ago they indicated that they would move my car to my preferred repairer but this has still not happened.

 

- At the beginning of February I left the "courtesy" car ready for collection, in the hope that QMH / Aviva would settle the claim, pay me out, deliver my car to my preferred repairer so that It could be repaired whilst I was away on business for two weeks.

 

- This morning the rude people from Solus called again asking for the return of their car and telling me that they would declare the car as stolen to the police. Once again I suggested they get my insurer to contact me about this, then as usual the conversation deteriorated and out of frustration, as on past occasions, I hung up on them.

 

I've just walked out to my office's parking lot and guess what? The courtesy car has disappeared. I strongly suspect that Solus came by, without advising me and took their car back together with my all possessions that were in it. Of course the car was neither valeted nor fueled so I imagine that they will seek payment for that...Fortunately there is CCTV in the parking so we should rapidly have a sense of what went on.

 

Wow! How unscrupulous do you get? - and I'm a client. Can you imagine how they treat third parties?

 

I'm not quite sure how to take this forward. Any suggestions would be welcome. I'm thinking social media, AutoExpress, Financial Conduct Authority, MoneyBox on Radio 4...

 

The only ray of sunshine in this case is someone I met who is assisting me with the claim. She is essentially the Mr. Wolf (from Pulp Fiction) for people having to battle their own or other insurance companies. She is such a star. Further she has no financial vested interests in helping me with my claim. She is just starting out with this new business and would just like me to tell all my friends about her. Where QMH / Aviva make me lose faith in humanity, this lady restores it.

 

In case Aviva read this spare me your standard social media response with link to your website. This requires a more intelligent, substantial, immediate and personal response. You know where to find me, you know my policy number and you know the only reasonable outcome I seek. Does anyone withing QMH / Aviva think of the lifetime value of a customer?

 

 

Lastly, on Aviva’s correspondence, they present the logo of the Institute of Customer service. This would suggest that they are presenting themselves as members of the ICS. Enquiries made with the ICS reveal that neither Quotemehappy nor Aviva are members. This strikes me as false advertising.

Based on my experience so far I can’t think of anyone less qualified to be a member of the ICS.

 

P.

 

 

Hi,

 

I'm really sorry to read of your experience with your claim and would like to try and help. So that we can liaise with the correct department, could you please email me at social@aviva.co.uk with the following details:

 

~ Your full name

~ Your date of birth

~ Your post code

~ Your policy or claim number

~ Your CAG username (so I can link your email to this post)

 

Once I have these details, I'll investigate what's happened and try to help as best I can.

 

Thanks,

Nicki

 

Aviva Online Team

[ohdearQuoteMeHappyarecrap]

Hi,

 

I'm really sorry to read of your experience with your claim and would like to try and help. So that we can liaise with the correct department, could you please email me at xxx with the following details:

 

~ Your full name

~ Your date of birth

~ Your post code

~ Your policy or claim number

~ Your CAG username (so I can link your email to this post)

 

Once I have these details, I'll investigate what's happened and try to help as best I can.

 

Thanks,

Nicki

 

Aviva Online Team

 

Typical. I'm not sure whether Aviva bothered to read my post in full. I specifically asked them not to write with their standard mindless response. So what did they do? They sent an impersonal, unconsidered, mindless response. Classic QMH / Aviva incompetence.

 

I think talking to the FCA, social media and the press are my only recourse against this souless organisation.

[ohdearQuoteMeHappyarecrap]

Another update to this incredible saga...

 

Yesterday at some point someone stole the "courtesy car" that had been supplied by Solus. Yes, at some point between midday and 18h30 someone walked into my office car park and stole the car.

 

I strongly suspect that Solus actually decided that they would adopt rather underhand techniques to retrieve their car - but of course they have yet to tell me that.

 

What is a little alarming is that of course the car contained my personal possessions including some rather expensive camera gear.

 

Naturally a police report has been completed and a claim lodged with QMH.

 

Just out of interest, if customer service rather than price is the priority who would should I give my business to?

 

Any suggestions welcome.

[ohdearQuoteMeHappyarecrap]

Dear Aviva.

 

Thank you for your message. Please re-read my post.

 

Particularly the bit where I ask for a personal, intelligent response NOT a standard response.

 

I think you have all the elements you need to identify me, resolve this issue and the claim.

 

I've never encountered a less client-focused organisation. Lamentable.

 

P.

[Guest Aviva Support]

Dear Aviva.

 

Thank you for your message. Please re-read my post.

 

Particularly the bit where I ask for a personal, intelligent response NOT a standard response.

 

I think you have all the elements you need to identify me, resolve this issue and the claim.

 

I've never encountered a less client-focused organisation. Lamentable.

 

P.

 

Thanks for your reply.

 

I'm sorry that you feel our response is standard. We understand your frustration and eagerness to get things sorted and want to do all we can to assist.

To be able to help, we'd need to take your personal & policy details as Nicki has requested. We have no way of locating your file or details based on your initial forum post, nor would we promote that information being posted publicly to protect your details.

 

In terms of discussing cases on a public forum, I'm sure you can appreciate that we're limited in what we can talk about. Whilst our response may come across as standard, it does not take away from wanting to assist with your claim.

 

As things stand, we don't have the ability to identify you so if you'd like to take up Nicki's offer of contacting us via email with the details requested, we'll do everything we can to help with your claim.

 

Kind regards,

 

Marv

Aviva Online Team

[ohdearQuoteMeHappyarecrap]

I've already been in touch with QMH / Aviva so someone in your organisation would be able to connect the following elements:

 

- Quotemehappy

- Fiat Abarth 595

- Theft or car seats on 29th November 2014

- Solus Park Royal

- Theft of Solus' "courtesy" car most likely by Solus yesterday

- The initial P - the first letter of my name

 

to work out how to contact me.

 

Rest assured that any future correspondence between QMH / Aviva will be published here and elsewhere as evidence of your organisation's general incompetence, disregard for the needs of its clients and lack of genuine and reasonable customer service.

 

P. B

[ohdearQuoteMeHappyarecrap]

Stay away from Aviva / QuoteMeHappy and their repairer Solus ARC.

 

On Monday 16th February Solus ARC decided that they wanted their courtesy car back.

 

So without advising me they walked into my company's car park and took the car - with all my belongings contained in it.

 

Yes, without warning, and certainly without due process.

 

Naturally I only discovered this later during the day when I left the building.

 

Not having heard anything from Aviva / QuoteMeHappy or Solus I declared the car stolen to the police.

 

Of course Solus never bothered to tell me that they took the car back. This I heard from the police on Thursday 19th.

 

Today I went to Solus to retrieve my belongings.

 

I was horrified to discover that three items were missing:

- My passport

- A pair of expensive binoculars

[/indent]- A camera lens

[/indent]Total value around £7500.

 

The excess on a claim is £330 and the maximum payout for personal effects is £150. Nice one Solus.

 

Meanwhile my initial claim continues with QuoteMeHappy / Aviva.

 

So months ago they offered me a cash in lieu settlement based on a misvaluation of my car.

 

Naturally I supplied evidence that the valuation was wrong. They accepted this.

 

Today the matter is still not resolved but now because of the car's valuation they no longer want to offer a cash in lieu settlement and NOW they are citing car safety as the reason why. Double standards? Totally.

 

Any advice anyone?

 

County Court? Any other ideas?

 

Your input would be appreciated.

 

Thanks.

Edited February 21, 2015 by honeybee13

[unclebulgaria67]

You need to contact the Police regarding the theft of items from the car. It is unlikely you will have any Insurance in place to cover the items in the car, as most Insurances would not cover personal effects left unattended in a car or if they do provide cover, it will be limited.

 

Aviva and Solus ARC have a legal obligation to safeguard the items you had in the car, if they took it without speaking to you beforehand. But the Police need to investigate the theft, as you think the people who recovered the car, could have stolen the items.

 

Once the Police have looked into it, if there is nothing they can do, then you should get proper legal advice. You may have difficulty with a county court claim, as they may just say that the items were not in the car. Any Judge would question why you had left items in a car worth £7500. Also what evidence do you have that the items were in your car, when it was taken by Solus.

 

Is there any CCTV covering the car park ? Make urgent enquiries to see if this is available and get a copy of any video coverage.

[honeybee13]

Hello there.

 

I've merged your new thread with the old one. Did you PM the Aviva team to help them find your claim, as suggested?

 

HB

[ohdearQuoteMeHappyarecrap]

Thanks for taking the time to respond unclebulgaria67.

 

I will definitely make a police declaration as there is CCTV. That said Solus ARC don't deny taking the car back.

 

Yes the cover is £150 for personal belongings and my excess £330.

 

I normally wouldn't leave things in my car when it's on the public highway but in this case it was in my company's private parking. I had initially just planned a quick visit and it turned into a longer stay.

 

My main concern is to warn people about QuoteMeHappy / Aviva's supplier Solus ARC. I think their entire customer service ethos is inspired by Jeremy Kyle who was on TV in reception when I was there.

 

Thanks.

[ohdearQuoteMeHappyarecrap]

Thanks HB.

 

I was in touch with an Aviva Customer Service person before posting but they were relatively unhelpful.

 

The people who contributed here, most likely outsourced overseas, were even less switched on and helpful - mostly paid to pay lip service to customer service.

 

And on that note Aviva / QuoteMeHappy are falsely claiming to be accredited by the Institute of Customer service. More lies from them...

[tobyjugg2]

I've already been in touch with QMH / Aviva so someone in your organisation would be able to connect the following elements:

 

- Quotemehappy

- Fiat Abarth 595

- Theft or car seats on 29th November 2014

- Solus Park Royal

- Theft of Solus' "courtesy" car most likely by Solus yesterday

- The initial P - the first letter of my name

 

to work out how to contact me.

 

Rest assured that any future correspondence between QMH / Aviva will be published here and elsewhere as evidence of your organisation's general incompetence, disregard for the needs of its clients and lack of genuine and reasonable customer service.

 

P. B

 

I'm certainly not one to side with suppliers, but you do seem to be adding to your own problems.

 

Surely you don't REALLY expect the support staff to try and guess which claim is yours from limited (and actually unconfirmed) information, let alone start responding with what could be anothers personal information to you (or worse, on the board here).

I understand that you are unhappy and frustrated, but you do seem to be shooting yourself in the foot quite a bit in my view.

 

Maybe nothing would come of giving the support reps here your details, but that would just add legitimacy to your case, and MAYBE you would get an acceptable conclusion for the miniscule effort of a PM.

Edited February 26, 2015 by tobyjugg2

[ohdearQuoteMeHappyarecrap]

Thanks Tobyjugg. You're absolutely right.

 

When I posted I wasn't actually seeking any kind of meaningful response from Aviva / QMH. I was mainly curious to see whether their staff could do anything other than post mindless standard responses.

 

At the time I was already in touch with someone from Aviva / QMH who couldn't do anything better than inaccurately repeat a timeline I had given her. And lie saying that Aviva / QMH were accredited by the Customer Service Institute (which they are not).

 

Next step is Financial Ombusdman.

 

The issues remain:

 

1. Double standards from Aviva / QMH: They initially offered me an unreasonably low cash in lieu based on an inaccurate valuation of my car. Then, when I put them straight with evidence of what a decent valuation should be, they decided to withdraw their cash in lieu offer citing safety issues that had not been a concern with the first cash in lieu offer.

 

2. Theft of my possessions from the courtesy car left by Solus: Underhandedly and without any kind of due process they retrieved their vehicle from my private office car park. Then when I went to collect my items three items were missing. Surprise surprise. Surely Aviva / QMH has some responsibility for the behaviour of their subcontractors…

 

P.

[tobyjugg2]

One would hope that the support staff allocated to this forum are a cut above what is far too often call center cannon fodder ...

 

Have you asked for the estimate given by their approved repairer? I believe (someone please correct me if I am mistaken) the cash alternative should be that amount less VAT, less your total excess and possibly less any payments outstanding on your insurance policy. They MAY (clarify first) refund any VAT proven to be paid in the repair.

What is the difference between their repairers estimate and their offer? Does the above explain the difference?

I don't believe the insurer have to offer a cash alternative.

 

I understand that there are big issues with this entire process (cost cutting caused by insurance agents only approving lower estimates, duty of care in repair and lack therof in self repairs etc) but sadly that is the way it is at the moment.

 

 

Regarding the courtesy car (again, someone please correct me if I am mistaken) your terms will likely state that the car is supplied by the recommended repairer while the car is being repaired by them or until a write off is agreed - and only if the approved/recommended repairer is used - else you are on your own.

As you said from very early days you did not want to use the recommended repairer, you possibly weren't entitled to the car at all. Your policy terms should clarify that.

 

Having said all that, its still the insurance company who are the experts and who should manage this competently, sadly few seem to if it doesn't just 'go smoothly of itself'.

 

Regarding leaving highly valuable items in any car, let alone a disputed loan car ..... but we all do daft things sometimes.. I certainly do.

 

regards

TJ

Edited February 26, 2015 by tobyjugg2