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Our Improvements

Our Improvements

It is our primary aim to provide the best service to our customers with our service assurance before and after sales. We interpret complaints from our customers as the most important feedback in terms of improving our services. As a result of the analysis of the demands, suggestions and complaints;

  • In order to enable our Private Pension System (PPS) customers to benefit from the product they have more effectively, an account statement sheet, fund bulletin and market ideas are sent by e-mail for the issues they need to pay attention to during their stay in the system.The e-mails and SMS sent to our customers have been transferred to a different system infrastructure, thus maximizing the speed of delivery of marketing notifications.
  • By leading the way in the sector, in line with our customers' risk perceptions, we recommend the most appropriate fund allocation according to current money markets, financial analysis, historical data and expert opinion with evaluating current market conditions with FonPro application. In order to easily guide our customers' investments and increase the return on their savings, we also offer FonPro application on mobile, which will help them decide which fund they will buy and sell. The fund information hotline, which we serve in Turkish, now serves in English too. We help our foreign customers for all fund information and transaction demands
  • AvivaSA, protecting customers' future, launches the new online shopping site Bi'dolu, a new customer loyalty platform dedicated to AvivaSA customers in order to stand by them in the present.
  • Our complaint resolution period is less than 2 working days on average.The average response period of our customers' demands via our "musteri@avivasa.com.tr" e-mail address is 3 hours.
  • We are the first pension company in Turkey with Whatsapp "Official Business App" confirmation.
  • We received 2 bronze medals in the "Customer Support Center of the Year" and "Customer Service Team of the Year" branches to our Customer Support Center by "Stevie Awards", which awards successful organizations and executives recognized worldwide.
  • Satisfaction rate of our customers who send their demands through Sikayetvar.com website is 79.47 on average. In 2018, we received the Gold Award for Achievement in Customer Excellence (A.C.E) from Sikayetvar.com.
  • We received the "Most Commendable" award in the "Best Customer Experience category" at the IMI Turkey Call Center Awards.
  • We received an award in the "Eliminate Complexity" category at the Aviva Value Awards (AVA) with our brand new My Credit is Safe product, which enables our credit customers to meet all their needs with a single product.
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YANLIŞ SİGORTA UYGULAMALARI
TC Başbakanlık Hazine Müsteşarlığı tarafından 06/07/2011 tarih ve 2011/15 sayı ile yayımlanan Yanlış Sigorta Uygulamalarının Tespiti, Bildirimi, Kaydı ve Bu Uygulamalarla Mücadele Usul ve Esasları Hakkında Yönetmeliğin Uygulama Esaslarına İlişkin Genelge'de "Sigortalı, sigorta ettiren, lehtar, hak sahibi sıfatını haiz olduğunuz sigorta ilişkisinde tarafınıza ya da üçüncü şahıslara menfaat sağlamaya yönelik herhangi bir eyleme sebebiyet vermeniz durumunda, tazminatı eksik alma veya alamama halleri ortaya çıkabileceği gibi Türk Ceza Kanunu ile 30 Nisan 2011 tarih ve 27920 sayılı Resmi Gazetede yayımlanan 'Yanlış Sigorta Uygulamalarının Tespiti, Bildirimi, Kaydı ve Bu Uygulamalarla Mücadele Usul ve Esasları Hakkında Yönetmelik' hükümleri çerçevesinde işlem tesis edilecektir" hükmü yer almaktadır.

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