Marc Dubois
Adjuster
Anywhere USA/Canada
Posts:122
 | | 04/25/2008 3:14 PM |
| The second largest insurance carrier in Canada has launched a new campaign aimed at humanizing the insureds perception of their company and the industry at large. Part of their campaign is a full refund of your premium if you are unhappy with the way your claim was handled. What's next air miles on top of the refund. I can see it now, who will end up bearing the brunt of such foolishness? The adjuster or claims rep. Thought you had to bend over backwards before??? | |
Marc Dubois
Executive General Adjuster
M.G.D. Claim Services Inc.
"Your Commercial Claims Solution" | |
|
Steve Beaumont
Founding Member
Adjuster
Homeless Gypsy's-Fulltime RV travelers
Posts:252
| | 04/25/2008 3:35 PM |
| No problem , just don't work in Canada....Just kidding here In all seriousness, this will almost guarantee a sharp increase in complaints about the claim handling as it will guarantee that the insured will get a refund on the premium. Can't beat that, have full coverage, file a claim, get paid for the damages (whether it is a proper adjustment or not doesn't matter), file your complaint on the adjustment, and get your premium refunded (and maybe more $ on the adjustment too). Ya gotta love it. | | | |
|
peter burch
Adjuster
where ever the winds blow
Posts:172
| | 04/25/2008 3:43 PM |
| What a Canadian complain about something? You might be surprised about how few people will do anything, even if they are unfairly treated. | |
Still sliding down the razorblade of life. | |
|
Steve Ebner
Moderator
Lake Ariel, PA
Posts:282
| | 04/25/2008 6:38 PM |
| I'd be interested in reading the fine print on this deal. | |
Steve Ebner
"With great power comes great responsibility." (Stanley Lieber, Amazing Fantasy # 15 August 1962) | |
|
Marc Dubois
Adjuster
Anywhere USA/Canada
Posts:122
| | 04/25/2008 8:27 PM |
| Aviva Claims Service Guarantee
We’re committed to delivering excellent service. We set the expectations for our service up front and then deliver on them!
If you are dissatisfied with the service we provide during the settlement of a covered claim and we are unable to remedy the situation we will pay you an amount equal to the annual premium of your policy, in addition to the settlement amount. Our claims service guarantee extends to your satisfaction with the service you receive, not our decision on coverage or evaluation. This payment does not affect your coverage for the remaining period of the policy.
This guarantee is not applicable in the case of disasters or catastrophes, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control, including unusual market conditions that would impact the ability to service your claim. This guarantee may be amended or terminated at any time.
This guarantee applies to home and auto personal insurance policy claims across the Aviva family of companies across Canada, effective April 7th, 2008.
The guarantee does not extend to warranty coverage.
The premium refunds will not be issued under the following circumstances:
There is a disagreement on coverage There is a disagreement on a settlement amount The claim has been denied due to a policy exclusion or violation of a statutory condition If a service failure has been made or caused by the policyholder There is a disagreement with respect to a fault determination
Policyholders must make claims for the Claims Service Satisfaction Guarantee premium refund to Aviva Canada in writing.
Letters may be addressed to:
Senior Vice President, Claims Customer Experience
Aviva Canada Inc.
2206 Eglinton Avenue East
Scarborough, ON M1L 4S8
| |
Marc Dubois
Executive General Adjuster
M.G.D. Claim Services Inc.
"Your Commercial Claims Solution" | |
|
Mike Kunze
Nebr
Posts:324
| | 04/25/2008 10:05 PM |
| So, what are those "upfront" promises? Does Canada have provincial insurance departments of insurance that include/approve the inclusion and enforcement of such a declaration that the premiums would be refunded in the event of a dissatisfied policyholder? Looks like the judge & jury is going to be the carrier that is holding this carrot out in front of the horse. Not a bad sales tool from my view, but how serious are they about it, where does black & white become grey, and how do they decide on that fine line of allegience to their claims staff vs. the policyholder? | | | |
|
Les Lammers
Ft. Myers FL
Posts:54
| | 04/25/2008 11:47 PM |
| Posted By Marc Dubois on 04/25/2008 8:27 PM
Aviva Claims Service Guarantee
We’re committed to delivering excellent service. We set the expectations for our service up front and then deliver on them!
If you are dissatisfied with the service we provide during the settlement of a covered claim and we are unable to remedy the situation we will pay you an amount equal to the annual premium of your policy, in addition to the settlement amount. Our claims service guarantee extends to your satisfaction with the service you receive, not our decision on coverage or evaluation. This payment does not affect your coverage for the remaining period of the policy.
This guarantee is not applicable in the case of disasters or catastrophes, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control, including unusual market conditions that would impact the ability to service your claim. This guarantee may be amended or terminated at any time.
This guarantee applies to home and auto personal insurance policy claims across the Aviva family of companies across Canada, effective April 7th, 2008.
The guarantee does not extend to warranty coverage.
The premium refunds will not be issued under the following circumstances:
There is a disagreement on coverage There is a disagreement on a settlement amount The claim has been denied due to a policy exclusion or violation of a statutory condition If a service failure has been made or caused by the policyholder There is a disagreement with respect to a fault determination
Policyholders must make claims for the Claims Service Satisfaction Guarantee premium refund to Aviva Canada in writing.
Letters may be addressed to: Senior Vice President, Claims Customer Experience
Aviva Canada Inc.2206 Eglinton Avenue East
Scarborough, ON M1L 4S8 That is as stupid as Progressive's ads here. Pressure on adjusters will be immense. Another campaign by the omniscient in the ivory tower. | | | |
|
Marc Dubois
Adjuster
Anywhere USA/Canada
Posts:122
| | 04/26/2008 11:40 AM |
| | It seems to me that if you have a properly trained,motivated,competent claims staff that you treat and pay well that this would guarantee a satisfactory product for your client base. Instead they make gimmicky promises that vendor partners be they adjusters or contractors are going to subsidize. We've all been in this business long enough to know that s--t flows downhill. Plus with all the caveats included in the guarantee you'll be lucky to get the refund in the first place. Save the money spent on such gimmicky promotions and invest in making your claims staff better performing and knowledgeable. Furthermore I'd love to see the vendor contracts in place now. Who's paying what?????? | |
Marc Dubois
Executive General Adjuster
M.G.D. Claim Services Inc.
"Your Commercial Claims Solution" | |
|
Les Lammers
Ft. Myers FL
Posts:54
| | 04/27/2008 1:04 PM |
| Marc, I could not agree more. There is little doubt that the that the industry has changed. I see no need to elaborate here. | | | |
|
Tom Toll
Life Member
Moderator
Posts:831
| | 04/27/2008 2:51 PM |
| The Good Hands people now in Canada. That is funny beyond belief. Marketing strategy has gone beserk in late years. | |
Success is not final, failure is not fatal: it is the courage to continue that counts. | |
|