Miles Brignall 

Every communication with Aviva has turned into a car crash

After a minor accident six months ago which wasn’t my fault we still can’t get the insurer to pay out
  
  

no-fault claim
A write-off … but there was no way of getting my no-fault claim through to Aviva. Photograph: Alamy

Six months ago I was involved in a minor accident that was not my fault. Another car entered a roundabout when I had right of way and caused enough damage to write off my elderly car.

I had two witnesses to confirm that I was not at fault. My third party-only insurer Quinn was not interested once it had established I was not at fault.

The party that caused the damage was insured by Aviva, but all our efforts to get it to pay up have proved fruitless. The person dealing with the matter at Aviva has left the company since the claim was filed, and no one else seems to reply to emails.

We sent a letter to Aviva recorded delivery, but this has also failed to elicit a response. This has taken six months and is for a relatively small sum. SW, Maidenhead

While we receive plenty of letters from readers who have had claims turned down on a technicality, we receive relatively few from those struggling to get an insurer to even respond – especially a big company such as Aviva.

We asked Aviva to take a look at your file, and it said the delay had arisen because its policyholder had disputed liability. It also said it had not received the witness statements, which, again, had “contributed to the delay”.

We are happy to report that Aviva has now agreed to pay it in full. It has apologised for the delays.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

 

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