New service ranks insurer on home and motor claims payment

Aviva has started publishing customer reviews of its claims service in car and home insurance.

The company claims it is the first UK insurer to publish customer claims reviews.

The reviews will allow prospective customers to see how others have rated Aviva’s car and home claims service before choosing to  buy insurance from the company.

Aviva said it had launched the service as part of its commitment to improve customer experience.

Aviva direct insurance marketing director Heather Smith said: “Uniquely, insurance is a product most people buy in the hope of never having to use it but, if they do need to make a claim, a smooth and easy process is important at what is often a stressful time.”

She added: “We understand that the claims process is an important part of many customers’ experience with us and that’s why we publish reviews, both good and bad on our website, so that people can make informed decisions.

“The feedback we get from customers helps us to learn and continuously improve our service. Providing customers with a dedicated personal claim manager, for example, so they are kept fully informed throughout the claim is one of those changes.”

Aviva has published more than 1,000 claims reviews so far, and has an average score of 4.2 out of 5 for motor claims  and 4.3 out of five for home claims.