Aviva Canada has recently changed the way it approaches auto renewal policies – but the change has left some drivers upset.

One driver, Scott Ramsay of Calgary, said that in his 10 years as a policyholder with Aviva Canada, he has never received tickets or convictions that would potentially raise his premiums. He did have one insurance claim for hail, but nothing too significant.

But Ramsay and his wife were shocked after Aviva Canada sent them a lengthy letter and a renewal application a few weeks before their policy was to be renewed.

According to Ramsay, the letter’s language did not rub him the right way.

“Just the way it was worded, it kind of ticked me off. You can apply for renewal and we may give you the opportunity to renew,” he told Global News.

The letter also stated that if he was approved, he would have to pay the full premium – due at renewal. Aviva Canada has done away with accepting payments in installments.

“There will be many people who can’t afford to pay that — 12 months upfront,” Ramsay commented. “So they will walk away.”

Global News reported on several other customers of Aviva Canada who had received the same letter. Some did not read the letter carefully, or respond in time, and their insurance coverage was subsequently cancelled.

A spokesperson for Aviva Canada explained the company’s rationale for the changes to renewal.

“Fundamentally, we’re just working to make sure we have accurate and updated information, so that we have a full understanding of our customers’ needs,” said Aviva Canada head of external communications Fabrice de Dongo in a statement.

The representative prefaced that Aviva goes out of its way to send advanced notices and applications for renewal since, during the year, drivers can unexpectedly get into accidents or get ticketed – and the company cannot accurately assess their risk or even determine their premiums for a renewal.

“In some instances, we may also amend payment options for a customer,” it was explained.

Aviva will give customers the time they need to update their information, de Dongo said, adding that the company will also always renew properly completed applications.