I have had trouble with Aviva over the years initially with late payment and missing annuity cheques which took several months to sort out.Now they want to charge me to pay in to my bank account and take 12% of my annuity to do it! There is a huge difference in what they want me to pay and what banks normally charge for a BACS payment so I am contesting this. They do not reply to e-mails, phoning is a non start because of the time involved with repeated calls which go unanswered. I only got a response when I copied and pasted the said e-mail on their social site and was told to approach the appropiate department which was exactly what I had done. They also said they cannot enter in to a discussion on social but go to Trustpilot and that is what they are telling people to do. Terrible company but I am thankful I have an excellent insurance company over here in NZ.