New data from the Financial Services Authority (FSA) suggests that insurer Aviva still attracts the most complaints from policyholders.
Some 30,278 complaints were made in total, with more than half of these being general insurance and protection complaints, and nearly 10,000 being life, pensions and decumulation complaints. The data shows that the majority of the complaints were upheld.
A spokesperson for Aviva said that it is trying to solve some customer service issues that remain: “Customer service – including the handling of customer complaints – is a key priority for us. However, we recognise that sometimes things are not as the customer expected or we get it wrong. We would like to reassure our customers that we take all complaints very seriously and aim to resolve these as quickly as possible.”
Aviva’s complaint numbers far exceeded its rivals, with the second-most complained-against insurer, Prudential, only racking up 9,364 complaints in comparison. Zurich attracted the third largest number of complaints, at 9,127, while Legal & General received 6,929 complaints.
Although Aviva admitted that it may sometimes get things wrong when it comes to customer service, it also pointed out that it is the largest insurer: “We are the UK’s largest insurer with over 19 million customers and the complaints we receive represent less than 0.2 per cent of those customers.”
