This data is produced by analysing genuine customer experiences. It is not a guarantee of the company.
How would you rate
"Worst company , had to request a refund from my pension scheme , one advisor told me they will get back to me within 3 working days.
5 days later spoke to them again and the advisor says “oh we had a system issue”. 8 days later I’m still chasing my money. So it’s been 2 weeks now. No outcome , No Refund."
"Total time wasters .. through misleading information they sell and never follow up anything.BUILDING INSURANCE COVERS YOU FOR NOTHING
Aviva is shockingly dishonest company
I agree with all is written Down here
Hundreds of complaints
And now a pathetic dedicated team to respond to these real reviews giving the impression that they care
All that is facade , fake and misleading
WHAT I KNOW IS THAT - following my review I shall receive a response from AVIVA HETR in how sorry they are about my reviews and views « offering me to contact them for resolution and yes BLA-BLA-BLA
All that is just to give the right impression, nothing more nothing less ; to those reading all these AWFUL REVIEWS ABOUT A DISHONEST INSURANCE CO
DONT BUY ANY INSURANCES WITH AVIVA
IF YOU BUY A BUILDING INSURANCE BE WARNED ..... YOU ARE COVERED FOR NOTHING .
I have had my building insurance with them for over 5 years
When you get a leak from your roof ; the first thing comes to your mind is to contact your insurance
My hell started from the day almost 6 month ago when I decided to call them for help
First _ the explanations are that they only cover your roof based on the wind measurement published god know where.’.. so the immediate Reaction is that unless a kind of horricain type Katrina is registered in the. UK you won’t be covered .’’ How clever Aviva is . Yet when you buy the insurance non of those are reported and explained . Yet before talking to any advisor they oblige you to listen to nearly 10 minutes of intimidation with loads of “if”
If you don’t tell the truth
If you try to mislead
If you don’t clarify everything
That they have contacts around the world
that they are using various tools to ensure no one would mess around with them and It goes on and on and on
Then when it comes to themselves of being truthful , according to their own say ; they don’t have to clarify anything .
How could a damage to a roof of several years be assessed in such weird way ?
Even a brand new roof with a single nail badly placed ; could end up with a fatal of losing a roof tile and we all know how a water leak could be leathal and devastating . One doesn’t have to lose half tge roof following a strong wind sometimes the very slight movement with a roof tile can cause enormous amount of damage
Bizarrely ; when they sell their insurance they don’t say that you are not covered for the roof but you are clearly covered for the damages that are caused unless it is evident that the roof damage has been following a strong wind ... unless it make sens to whoever reads this but what would it be the meaning of accidental damage then ???
When all that had been brought up they accepted to send over a loss adjuster
Aviva they do all they can to cause problems
The very young Cost Effective Staff all being called « Customer Care Managers’ are not trained with no management experience. They come up with anything that suite them with beautiful signatures ; mouthful job titles and meaningless messages and advice
For the 1sr scheduled time and date for a Loss Adjuster to visit the Property .. I was advised that no one needed to be present at the property as they are super héros .. remember the recorded messages about how easily they catch the liars and losers not telling the truth prior of buying the insurance ... the same scenario ... that the loss adjusters are equipped with tools enabling them to view even the roof of major buildings of dozens of floors ... it turned out not to be the case and that I needed to be present to allow access ; common sense ; a 15 year old would have figured this out ...unless you work for Aviva
the 2nd inspection - I waited all day for a Fantôme Loss Adjuster who never turned up
And since childish neurotic emails are being bounced back and forth . And I’m still waiting for a loss adjuster and my solicitor fees that are mounting up
Now so called Custmer Care Manager In question instead of responding to my solicitor when this super hero loss adjuster will show up; all they do is just bounce back meaningless messages... totally childish and meaningless responses
TO AVIVAS QUICK RESPONSE HERE
Social at aviva dot co dot uk
Please spare me with further lies here just for the sake of giving the right impression
Go down the page and read 100+ of other reviews that are being inserted daily
Instead of wasting your time here take the real action on being honest with insurances that you sell and incompetent teenagers who are clearly compensating their frustration of being badly paid or trained by treating lawful customers like me so unlawfully
You tried to get remove my review from Trustpilot.. I shall carry on voicing my opinion since your Customer Complaint Manager or department doesn’t even exist . I’m being bounced back to the same teenagers who have been messing me around for nearly 6 months now
I have cancelled my car insurance
And you know by fact that I won’t renew my building insurance due to your unlawful and dishonest insurance policies
I have been with aviva for more than 5 years
I have been truthful WHEN YOU TURNED OUT TO BE UNTRUTHFUL
I have all of my recorded calls of your wrong doing and unlawful lies that you inject to sell insurance
From the moment you want to make a claim
Yet another 10 minutes of shocking and pathetic information that one has to endure
As soon as you open a claim even if turned down the Claim will be registered against your name - ( how luducrious is this ?? Basically a) to prevent you to make a claim and b) they warn you that no matter what your premium will go up for the following year ..even if the claim is not eligible ... how could that be ??? If you go to court and you are innocent you don’t have to disclose that you have been in court for whatever the reason .. but of course with AVIVA they came up with the great idea to make you responsible EVEN WHEN YOUR CLAIM IS TURNED DOWN FOR LUDUCRIOUS REASONS ."
"I’ve read a lot of the comments here and everyone uses this to vent when they have something that went against them.
We have house insurance and had a burst pipe in our attic bedroom, this caused flooding on all three floors and extensive damage. I called Ava Iva at 8.00 AM , they took details and assured me we were covered. They asked if I wanted to use their contractor or obtain quotes from the various trades and manage 5he repairs myself. We chose to use theirs and they were exceptional. High quality workman and trades, project managed with timely information and updates.
Really helpful at a difficult time, my first home insurance claim in 25 years thankfully but skilfully dealt with and no quibble or fuss."
"I have fully comp van insurance and had my van stolen but aviva will not pay out or replace tools, they said it is in there policy they will not pay out if your keys are stolen and vehicle stolen. Total con"
Horrendous experience over years, which is ongoing, and was reconfirmed when I telephoned them again yesterday to get some information.
Despite having European breakdown cover, AVIVA left my neighbour and me stranded in Belgium for three days in 2014 after the clutch on the insured vehicle failed. After they arranged to collect the vehicle and taken to a repairer, they then refused to repatriate the vehicle or us. Rather than remain holed up in a pokey hotel for the rest of our lives, I ended up forking out cost of train fares and taxis to get us home, which was over £400.
When AVIVA finally decided to repatriate the vehicle, it was delivered in a filthy mess and in pieces, with further damage to the panels where their lifting or securing equipment must have been applied prior to or during transportation.
After about four days on the telephone, I finally got through to a decent gentleman, a Mr M in the CEO’s office, who accepted responsibility and sought to resolve matters. I recall Mr M mentioning that AVIVA had been experiencing many problems with their agents, RAC in Europe. Mr M said, “In terms of making you feel this is okay, let's imagine a situation where I was to sort out a garage (for the repairs). I am going to take a bit of leave and will try to get this car sorted. Mr K who manages the complaint team ... I am not going to ask him to manage (this) as a complaint. ... Write a summary email which details the expenses which you think you have incurred. ... The Motor claims team will call you to find local garage approved by them. … Send me an email with your expenses.” He also arranged a hire vehicle.
The poor car then spent months at repairers only to be returned with yet more problems, e.g. air noise coming through rear door/window, air con problems (e.g. blowing hot where cold should be), missing cap, etc, all of which had been in good condition before the clutch failed and AVIVA arranged for it to be collected from the autobahn. All this while, costs increased, what with phone calls and the numerous times I had to go to and from the repairers, which was a 15 to 20 mile round trip.
In the meanwhile, my mother died unexpectedly in 2015, and priorities shifted out of necessity.
In May 2016, on the very morning it was to be collected by AVIVA's panel repairers to put right what they had done wrong (wind noise etc), the vehicle was hit whilst parked, by joy-riders who were having an early morning fling hitting as many parked cars as they could up and down the suburban streets.
Within hours, and without even sending out an engineer to assess the damage, AVIVA wrote the vehicle off, branded it Cat. D, and so proceeded to undervalue the vehicle for settlement purposes, and ongoing insurance purposes. That is to say, rather than (a) repair the vehicle, or (b) replace the vehicle with something equivalent, or (c) reimburse us for the replacement value so that we could replace the vehicle ourselves with something equivalent, as AVIVA had contracted with us to do, they proceeded to de-value the vehicle permanently, so that if a claim was ever made in the future, they would pay only a fraction of what it would normally be worth without the Cat. D.
AVIVA undervalued the replacement value of the vehicle at a rate that was approximately 25% less than its true value. (The make and model of this particular vehicle holds its value very well, particularly with such low miles as this one.) They put many hoops in front of me which I had to jump through, in terms of providing evidence and so forth and, without producing any evidence of their decisions, continued misguided, in a state of total denial, rejecting all the facts that were presented to them, in favour of their own pre-determined outcome conducive only to them.
What is more, as part of their “offer” if we were to keep the vehicle, AVIVA sought to deduct £1,120 allegedly for salvage etc. which figure, upon enquiry with the salvage company, turned out to be about £960 more than what they confirmed they would have paid. That is to say, while the salvage company said they would have paid £160 for the vehicle, AVIVA sought to deprive us of another £960 on top of that, that is £1,120 in total.
Nothing made common sense or rang true and it quickly became obvious that whichever path, there was a formula which AVIVA were adhering to, and that honesty, fairness and that the insurance ‘contract of utmost good faith’ which we had with them did not come into the equation. What was certain was that we would lose out while AVIVA would make £100,000,000s in profit. So, this is how AVIVA treated its customers who had never been in an accident.
With no resolution in sight, I attempted to escalate the matter to Mr M in the CEO’s office. But, Mr M, I then learned, had moved on to a bigger and better position within the company. Instead, a Mr S took over, and proceeded in the same vein as his colleagues/subordinates to kill off any chance of settlement. To add further insult to injury and old wounds, Mr S proceeded to undermine and renege on every honourable thing that Mr M had done previously in 2014 and, in addition to his and his colleagues’ various attempts to rip us off (in 2016), he also refused to reimburse me for any of my losses relating to the 2014 episode alleging, quite incorrectly, that our contract had been with RAC and not AVIVA, and that RAC had already rejected the claim in 2014! All of this was untrue since Mr M had already been dealing with the matter and, having taken responsibility for the matter, asked me to send through receipts (which were ongoing), and was already authorising payment of other invoices provided by third parties.
As for no claims bonus and the drivers' insurance record/history generally, AVIVA advised in 2016 that so long as they were able to successfully claim from third party’s insurers, none of that would be affected by the 2016 incident. So surely all losses would be recovered from the third party insurers, right? So then, what was the problem? Part of the answer to that was unravelled yesterday.
Well, unbeknownst to us, despite AVIVA having all the third party details, the new guy in the CEO’s office, Mr S, reluctantly confirmed only yesterday (6 September 2018) that, in truth, AVIVA had made no claim at all against the third party insurers - a crucial fact which he chose to withhold in 2016. In the meanwhile, AVIVA has proceeded in the interim to make misleading statements on insurance documents that I had been in an accident in 2016, thereby creating a manifestly incorrect and libelous record about me which, as readers will no doubt appreciate, negatively impacts upon me personally and financially.
Since then, and with matters unresolved, AVIVA have proceeded to increase the cost of insuring the vehicle by £100s, and we are £1,000s out of pocket. For AVIVA to deny any responsibility for all the distress and loss that they and their agents have created, using such underhand tactics in the process, is thoroughly dishonest and unethical.
According to the legal doctrine of 'estoppel' (based on both common law and equity), AVIVA were estopped from refusing to pay out in 2016, after having finally and quite sensibly elected to resolve matters in 2014. Yet, they proceeded once more in 2016 to breach their agreement and that doctrine, and compound it with a further breach of the insurance contract of ‘utmost good faith’, only to leave us “stranded” for a second time.
They have learned nothing, and it is “Quelle horreur” all over again.
Certainly the Financial Ombudsman, which AVIVA love to direct customers to, is no reliable avenue to achieve a just and equitable outcome, since they themselves are grappling with reports about their own inexplicable and apparently unethical conduct, evidence of which was uncovered in a Dispatches investigation earlier this year.
Who pays the Piper …"
"Guys, Aviva is cheap for quotes but beware of this company. They claim to pay out 95-98 with no independent verification. These and most companies invest more in claim prevention ( In name of Fraud prevention) rather than in their customers. You may find you policies cancelled by Aviva at the slightest hint you may file a claim. Beware!!!"
"I had 3 policy with aviva and they sent me a letter out asking about insurance documents and a woman cleaner sent them the letter back so they cancelled my insurance so I am now out of a job and can't support my family and will lose my house in few months time due to can't pay mortgage because of aviva"
"Really simple and helpful online experience. I trust them over the compare sites."
"Excellent service and customer focus."
"Wont pay out pension money been retired since December"
"Dreadful experience of AVIVA deliberately dragging out payment and settlement of claim when they admitted they were totally at fault: they were vexatious and caused maximum inconvenience and were arrogant. They even sent threatening letter via their lawyers after I chased late payment of the settlement - to which I replied with a very sharp letter! Finally got the funds from them for injury damages but it would have been easier getting blood out of a stone! DISGUSTING COMPANY - AVOID!"
"Telephone help line worse than any I encountered before.
Incredibly long waiting in the queue for an answer and then to be cut-off halfway through a conversation - twice.
No resolution to my issue 3 days on...."
"Very bad treatment of my claim against this insurer as they give extremely bad service and are very slow, arrogant and conceited!
They are taking weeks to pay settlement of my claim to my solicitors and simply don't reply to queries - despite me formally accepting their offer!
VERY BAD COMPANY"
"Unbelievably bad service - on hold in a call queue twice for an hour and cut off both times!
Well after a bad experience trying to get through to Customer Service last week, this week is even worse!
On hold in the call queue for 1 hour 1 minute and 23 seconds when there was a message that there was a technical fault and the call was disconnected. I've redialed and am still sitting in the queue and over an hour later get the same message that there are technical problems and I've been disconnected again!
I am now giving up having been unable to speak to someone.
Aviva, do you really think a wait of more than 2 hours is acceptable?
What are you senior management doing about this?
At least get a call back service working and get rid of that message "lots of people are calling us today; but we'll get you to one of the team as soon as they are free" if it is not going to be in a reasonable time."
"I have written twice to Aviva regards my P60 which I need for my tax return only to find out by phone you no longer supply them automatically. No reply to either letter. Aviva has to be the very worst company to deal with and if I could move my pension I would. Will someone in Aviva send me a link so I can download my certificate sometime this year would be helpful!!!"
"AVIVA hold my small Pension.
I moved 2 years ago, so I immediately informed Aviva, they wrote back thanking me for informing them of my new address. This year my accountant needed my P60 forms, so I had to chase Aviva! well that is when the farce began it turned out they had been sending my P60's to my old address even though they had acknowledged my change of address in 2016. No one had forwarded post on to me from my old address! which just exasperated the problem. Three times I telephoned Aviva office for my P60's and told them of their error. They asked my postcode and told me that is not the address we hold for you!!!!Eventually one man emailed my forms but quoted "following on from your recent (RECENT!)confirmation of your change of address, please find attached your P60's as requested" so he did not believe that they had made an error. It seems the whole office needs a shake up, they need to be more responsive and see things through ~ come on Customer Services ~ get your act together and try doing some work ~ we are the ones paying your wages."
"They take too long to answer the phone. You are waiting in the queue for 30 minutes when phoning these people. Most people’s lunchbreak is 30 minutes so it is impossible to speak to them. On this basis i"
"Very poor customer service, offered no explanation for the huge increase of my car insurance renewal instead they tried to sell me more contracts and services. They also made me feel I was being dismissed as if they had better things to do or just couldn't justify the £230 increase they were asking for. I also asked them to remove my email from their contact list, received email from them today. Extremely unhelpful, fed up, avoid."
"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!"
"Policy cover and premium both competitive. But completely fed up with the call centre wait times. All I want to do is pay an outstanding premium which you would think should be a simple on-line operation. Call after 4pm and you’ll be lucky if it’s answered within 20 minutes. Only to be cut off and have to listen to mindless pop for anther 20mins. Really frustrating that you can do virtually everything else vis MyAviva but not this. Why?"
is rated 2.07
based on 71