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A car crashed but Aviva won't pay for the damage?

A car crashed into my garden fence in January. Aviva gave us a claim number and then they sent a loss adjuster in February to examine the damage.

We didn't hear anything for several weeks, and after many calls we were final told to submit two quotes for the replacement of the fence.

These we sent on March 20, but since then we have heard nothing at all from Aviva. Every time we call we are met with outsourced call centre personnel and speak to a different person each time, having to tell the story again and again. Can you help? M.W.

Fence damage: Aviva dilly dallied over a claim after a car crashed into a This is Money reader's garden fence. (Picture is not of the actual crash)

Adam Uren, of This is Money, said: This is not the response you want from insurers after going through the unpleasant experience of having a car crashing into your garden.

While sometimes insurance claims can take a while to process, in this instance you provided the information required promptly only to be met with less than sparkling levels of communication from Aviva.

  More... How to get the best home insurance: get a cheaper deal and the cover you need Get a home insurance quote

In fact, the reason why it took so long was that Aviva didn't take down your details correctly in the first place, which is something its staff probably would have realised had you managed to get through to someone other than a series of call centre operatives.

However, after you contacted us, Aviva quickly realised its mistake, and has settled your claim as well as giving you £100 by way of an apology.

That said, Aviva did get your name wrong when responding to This is Money, so I hope the money reached you...

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