Published decisions
1,910
Decision volume in this firm-product slice
Firm + product analysis
Aviva Insurance Limited in Insurance (excluding PPI)
A curated public analysis of Aviva Insurance Limited's published Financial Ombudsman decisions in Insurance (excluding PPI), including outcome context, complaint themes, precedent signals, and representative cases.
Page summary
1,910 published FOS decisions involving Aviva Insurance Limited in Insurance (excluding PPI), with upheld-rate context, complaint themes, precedent signals, and representative cases.
Published decisions
1,910
Decision volume in this firm-product slice
Upheld rate
27.1%
518 upheld decisions
Latest published decision 23 Aug 2021
Upheld rate
27.1%
518 upheld decisions
Latest active year
2021
11 decisions
Leading complaint theme
Delay In Claim Handling
429 tagged decisions
Aviva Insurance Limited in Insurance (excluding PPI)
Aviva Insurance Limited appears in 1,910 published decisions in Insurance (excluding PPI) across this corpus. 27.1% of those decisions were upheld, making this one of the strongest public firm-product slices available for search and research.
The latest year represented in this slice is 2021, with 11 published decisions and an upheld rate of 45.5%.
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Icobs
- Advisor risk signal for Insurance (excluding PPI): medium
How the slice behaves over time
Aviva Insurance Limited has a multi-year published decision trail in Insurance (excluding PPI), which makes it possible to judge whether complaint exposure has been persistent or concentrated into a smaller set of years.
Insurance (excluding PPI) remains a meaningful part of Aviva Insurance Limited's published complaint exposure, but this page isolates just that one product line instead of blending it with the firm's wider footprint.
- 2021: 11 decisions, 45.5% upheld
- 2020: 173 decisions, 38.7% upheld
- 2019: 316 decisions, 18.4% upheld
- 2018: 285 decisions, 24.6% upheld
- 2017: 243 decisions, 28.8% upheld
Themes, precedent context, and handling implications
Delay In Claim Handling is the clearest complaint-theme signal in this firm-product slice, which helps explain what tends to drive published ombudsman decisions here.
The product advisory layer also points to recurring handling implications, including review disp precedent (appears in 0.5% of cases), review icobs precedent (appears in 0.5% of cases), review insurance act 2015 precedent (appears in 0.2% of cases), and others.
- Second complaint theme: Policy Wording Ambiguity
Representative cases
Recent published decisions in this slice
5 examples shown
DRN139565923 Aug 2021Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Mr C has complained that Aviva Insurance Limited (‘Aviva’) unfairly declined his claim. background Mr C has a travel insurance policy through his bank account, underwritten by Aviva. Mr C had a trip booked to Japan from 22 December 2017 to 8 January 2018, via France. When Mr C got to Franc... (3 pages)
View source decisionDRN373163705 Aug 2021Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Ms P complains that Aviva Insurance Limited hasn’t fixed the fault with her heating system when she claimed on her heating system insurance policy. background Ms P had a new boiler fitted in 2016, which wasn’t installed by Aviva. Since the boiler was installed, she contacted Aviva on sever... (3 pages)
View source decisionDRN452559816 Jun 2021Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Mr D complains that Aviva has rejected his home insurance claim for theft, malicious damage and fire damage to his property, and that it has voided his policy for breach of the fraud condition. He also claims for his mortgage payments and Council Tax. background Mr D took out a policy with... (2 pages)
View source decisionDRN261535424 Mar 2021Upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Miss M complains about the way Aviva Insurance Limited has settled a number of claims she’s made on her home insurance policy. background Between 2009 and 2012, Miss M made four claims on her home insurance policy for various items, including a damaged laptop, camera, a stolen pen and jewe... (3 pages)
View source decisionDRN881063122 Mar 2021Not upheld
Aviva Insurance Limited · Insurance (excluding PPI)
Mrs T is unhappy with the way Aviva Insurance Limited has handled her claim for subsidence and subsequent repairs. For ease, any reference to Aviva also include its agents. background Some years ago, Mrs T logged a claim for subsidence which was thought to be initially resolved but later r... (5 pages)
View source decision