Aviva Reviews 

Got what I want when I want, thank you very much

When transferred from confused.com all data entered therein is null and re-entry causes price inflation. Inflation isn't good but it doesn't vary instantaneously. This causes credibility concerns for insurers that use 3rd party referrals to sell their products for them.
Right out of the "top drawer" response Aviva; TQ. Ole cynic ere says off to put my mask back on now! And shut it thereafter (say's you) :-)

All information transferred seamlessly from comparison site, thereby avoiding
wasting time and effort in repeating.
All information on "extras" clearly presented on website.

easy to understand for older bloke

Very easy , but a lot of paperwork to flick through, would have been nice to be able to get paper documents sent to us

I never imagined I would be writing a review like this.

My house was broken into while I was asleep. The burglars stole my car keys, and my car was then stolen and has since been written off. This has been one of the most traumatic experiences of my life.

To make matters worse, my insurance claim is now being questioned because my policy still stated that my car was kept in a garage. This was a genuine mistake caused by an old GoCompare account that still had information from when I lived with my parents. My address on the policy is completely correct, and if basic checks had been carried out, it would be obvious that my current property doesn’t even have a garage.

Despite this being an honest administrative error, I have been told it could take up to five days for the underwriters to decide whether my insurance is valid. During this time, I have been refused a hire car because my policy has not yet been validated.

I live in a small village with no shops within walking distance, so I am effectively stranded. I can’t get to work, I can’t even get basic essentials, and I have been left completely isolated following a burglary that has already left me feeling unsafe in my own home.

To make matters even more stressful, the police are still holding my car for forensic examinations, and I understand there will also be storage charges. Meanwhile, I have been left wondering whether my claim could be declined altogether, leaving me responsible for nearly £28,000 of debt because of a simple mistake that had no bearing on the theft itself.

Trying to get updates has only made matters worse. It takes around 45 minutes to get through to someone, only to be placed on hold repeatedly. At the point when I need reassurance and support the most, I feel like I’m being treated as though I’m trying to do something wrong rather than as a customer who has just been the victim of a serious crime.

The emotional impact of this has been overwhelming. I’ve had strangers inside my home while I slept, I’ve lost my car, I’m unable to work, I still have a mortgage to pay, and I genuinely don’t know whether I’m going to be financially ruined because of an innocent mistake on my policy. The thought that I may have to sell my home to cover the cost of my car is terrifying.

Insurance is supposed to provide support when people are at their lowest. Instead, I have been left anxious, isolated, and feeling completely abandoned at a time when I need help the most. I understand that checks have to be carried out, but taking five days to decide something as straightforward as this, while leaving a customer with no transport, no support, and no certainty after a traumatic burglary, is simply unacceptable.

This has been one of the worst customer experiences I have ever had, and I sincerely hope no one else has to go through what I am experiencing.

App is buggy on the two occasions I tried to use it... and doesn't load new claim page past initial screening questions. phone makes you jump through automated nonsense to then at the end redirect you to the app that doesn't work. If you have a phone number have real human people who answer it. What's the point of having a phone number which makes me speak the answer to screening questions to a robot... terrible experience.

Update: the desktop website worked, the app doesn't.

EASY TO USE, COMPETITIVE PRICE

Easy to follow
Very quick response
Right price point

Easy to sign up to via comparison site, but it doesn't give you the "small print" before signing. Sadly, in my first months of being with Aviva, somebody went into the back of my car. Not huge damage, but enough to warrant repair and courtesy car.

The long wait before anybody at Aviva even answers the call, is concerning alone. Good luck if you have broken down due to an accident, especially as a woman, at night! They either work from home or when in the call centre, the noise levels due to probably having cheap headphones that don't cancel background noise, is off-putting.
The woman who took my call was very professional though, thorough and I could not fault her. Equally, Solus who rang immediately afterwards and sort out the repair garage for you, the same. The garage equally called straight after, no issues at all and great service.
But then....
Be aware that Aviva's new policy when a no fault claim is made, involves courtesy cars through Enterprise, not the repair garage. Have a look at reviews here on Trustpilot, so you know what I am talking about.

My accident was Wednesday, everything was sorted that afternoon apart from the courtesy car. I had to chase Aviva on Friday, who told me Enterprise had left a message and tried to call me. They had not!
It became a merry-go-round. Trying to get hold of Aviva on the phone, waiting for Enterprise to call back as nobody picks up their phone and finally deciding to get a car on Monday. I was now very nervous and my trust was blown, which was right as it proved.
So, if you need to get to work, good luck explaining this to your boss.

My damaged car was collected as arranged by the garage, which was super professional and fantastic.
Enterprise, although arranged for Monday afternoon was a no show. Nobody answering after trying several times, finally a call saying they were running late. No apology for not contacting me in advance and letting me know. I cancelled understandably. And after reading some of the reviews about Enterprise on here, my gut instinct served me well.
I stuck to my guns explaining my misery to Aviva when I finally got through to them, now getting the courtesy car from the garage, thank goodness!

I have since filed a complaint with them as it is not the way to deal with an accident. Whilst the initial part was very professionally handled, the rest was questionable and shocking to say the least.
My advice, understand what you are signing if it means, that you are suddenly left stranded after an accident or left waiting for days for a replacement vehicle.
Any other insurance I ever had, never suggested courtesy cars via third party suppliers. Certainly not fully comp. Being offered the car via the garage that fixes it, unless they are out of cars, makes the most sense. It is straight forward and you are dealing with a trusted source. Not ever changing franchise or third party suppliers, who might be okay all varying on locations and ever changing owners!

Very clear and straightforward process to take out insurance

I had to deal with my mother's buildings and contents renewal on her behalf as we have recently lost my father. My mother is elderly and is grieving so I had to liase with an agent at Aviva to get my father's name taken off the policy and to change a few details before renewing. I would like to give some really positive feedback for Serge the agent I was lucky enough to deal with. He was outstanding in his customer service delivery and was patient and helpful throughout my three calls with him. I hope that this feedback reaches him and his team. He is a real asset to Aviva!

Very competitive quote.
Easy to understand, and easy to complete transaction

Got a great policy for a good price compared to my existing provider. Deducted one star as I did experience some issues buying my policy via a comparison site, kept getting an error message on the AVIVA site.

Very easy to follow the filling in of answers to questions.

Good service and product

I looked on all comparison sites and found Aviva to be the best price for my needs. A lot of the extras were already included in the price too.