Had a complex scenario on Home Insurance. Gave them the details upfront and answered additional questions. They provided a quote that seemed ok and said all I needed to do was phone up, quote the reference and give a start date to activate. I thought I was being pro-active organizing this a month in advance. Don't trust them! When we exchanged contracts I phoned up only to have them say the person that gave me the quote should never have done it as it was against corporate policy to issue such coverage for new clients - existing customers would be covered. Aviva Insurance obviously have some form of internal politics/ one-up-manship going on. I shared that I'm an existing Aviva Pension fund client ... but Aviva Insurance obviously couldn't care less about customers from other divisions. We were buying a home, but having an extension added before moving in. While work was done, we'd be living in an apartment less than a mile away/ visiting the site regularly. I get that this scenario adds risk and that some employees might make mistakes - but if their policy states they can accept the risk for existing customers - I expect that to include any Aviva brand/ division. My whole purpose of contacting Aviva was to consolidate business under one roof to make administration easier and lock in multi product discounts. As it stands, they left me in the lurch and refused to honor their original quote. Their loss - we are relocating from USA, so I'll be buying a new car and looking for car insurance too. They won't get that now ... and I'll be moving my Pension elsewhere. If you don't have a "straight forward insurance" need, or you expect a first class customer experience across all divisions - stay away!