Name: Aviva
Rating: 2.05

“No response to emails.”

Helpful Report

Posted 7 years ago

“terrible customer service with exceptionally long hold times on the phone. Best avoided at all costs”

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Posted 7 years ago

“Car insurance Useless. You pay for a service. If you are unfortunate enough to need their service be prepared for long hold times to talk to people who do not know what they are advising. 5 months on from a claim and I am still waiting!”

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Posted 7 years ago

“Aviva is cheap than some insurance companies and at the time of buying is a good company. But that is about it. Rest everything else is also cheap. If someone gets stuck with them over a small something they will give you the worst time. A friend of mine was harassed by some team in their company because of a claim. His claim was termed fraudulent. He was threatened legal action. His policy got cancelled. The cherry on the cake was when all his policies with them were cancelled one by one. He stupidly had put all his policies with them. This should be a learning to all. Never put all your policies with one company. It will be like all eggs in a single basket. He got some relief finally at Ombudsman. He came to know that most cases at Ombudsman against an insurance company is Aviva. While he admits he was not careful in giving facts, Aviva's incentive seeking staff blew the thing out of proportion. Just make a small mistake and they will hound you like rabid dogs. Many people on review sites are paid by insurance companies themselves. Insurance companies are not friends of anyone, least Aviva.”

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Posted 7 years ago

“It’s really really bad designed to buying car insurance with this company!!!! There’s no management at all,!!! I had policy with them from 2017 and end of the policy cancel our policy because the last payment hasn’t been gone through with sending me any email or letter!!! When I found out my insurance has been cancelled I paid all the amount to continue with them,,, when i paid all amount then they said we can’t continue this policy you have to have new policy and you have to pay deposit for new policy!!! What can I do because I’ve kids to pick and drop from school,, I paid around £500 deposit again to buy the new policy from 2018 till 2019 ,,,, and recently i sold my car and bought new and told them can you change this car to my other car !! What they to me you haven’t got the policy from us anymore which I’m paying every month £217 for nothing and my car was not insured!!! And there’s no one come back to me why they changing me this money for??? I recommend not to have insurance with this company because they don’t cover you after you buying insurance from them, Muhammad S Akmal”

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Posted 7 years ago

“Had cancelled my policy as I had a premium increase of £60/month for changing the car registration from a private number plate (of the previous owner) to its original registration. Keeping in mind its exactly the same car. Aviva POOR as I don't rate you at all anymore. Customer service by phone is a joke.”

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Posted 7 years ago

“Dishonest company with terrible customer service. I had a problem with my extractor fan due to water damage. They sent out someone who didnt even switch it on, and said the motor was completely burnt out and therefore not Aviva's liability. I told them the motor was running fine, and it was to do with water getting in the electicals. They send another so called expert who said the whole thing was working 100% fine and no water damage, except he didnt get within 6 feet of it. The 'expert' stood in my kitchen and watched me switch it on to show him it wasnt the motor and then wrote another bogus report to let Aviva wiggle out of paying anything. Aviva then washed their hands of the problem, despite having two 'expert' reports which say opposite things. Happy to take you money but will do anything they can not to pay out or help in any way. Avoid avoid avoid.”

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Posted 7 years ago

“I have been dealing with Aviva in connection with two life insurance policies. My complaint is on two levels. First, the way they dealt with the claims (asking for several different documents which no other insurance company requested, and asking for them over several months, not all at the beginning of the process). But my BIGGEST gripe is their policy regarding mail. I live in the USA. Regular air mail from the UK takes 4-6 days on average. But Aviva sends all their mail via MALTA for some reason. The latest letter to me from Aviva took 41 DAYS to reach me. And that is about normal. Why? What is the benefit to Aviva? In today's age of instant communications, they are taking longer than the sailing ships of two hundred years ago! Unprofessional company.”

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Posted 7 years ago

“I have been dealing with Aviva in connection with two life insurance policies. My complaint is on two levels. First, the way they dealt with the claims (asking for several different documents which no other insurance company requested, and asking for them over several months, not all at the beginning of the process). But my BIGGEST gripe is their policy regarding mail. I live in the USA. Regular air mail from the UK takes 4-6 days on average. But Aviva sends all their mail via MALTA for some reason. The latest letter to me from Aviva took 41 DAYS to reach me. And that is about normal. Why? What is the benefit to Aviva? In today's age of instant communications, they are taking longer than the sailing ships of two hundred years ago! Unprofessional company.”

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Posted 7 years ago

“Aviva Customer Service is APPALLING; they employ "box tickers" who do NOT listen to customers and then send out incorrect correspondence. They do not deserve one star as they are a NO STAR COMPANY. I've now made 2 FORMAL COMPLAINTS, in both instances they have sent me a cheque to keep quiet...but here is a snippet of what happened I had to make the first formal complaint last year when I tried to get funds out of my Mother's ISA savings where I had Power Of Attorney (POA) - This was to pay for her nursing care. POA was not enough for Aviva (it is for most other companies) I was made to prove my mother was still alive as I could not provide a current driving licence or passport as my Mother had not driven or travelled for well over 15 years. The whole episode was disgraceful and very upsetting. Paid £75 to keep me quiet. A second formal complaint went in earlier this month. My Mother passed away and all I was doing was advising Aviva of this and asking them to put a joint bond account into my Father's name and to change the nominated bank account for their monthly payment out to my Father's bank account. Easy you would think, in fact NatWest, Legal & General, Phoenix Life and Aldermore handled these requests easily and with compassion. NOT AVIVA....wrong information, compounded by incorrect correspondence it just went on and on and in the end, having phoned them at least 3 times and gone through their dreadful security process, I put in another formal complaint. I even copied in their Group CEO, Mark Wilson, whose address I will give you below to try and explain how bad their Customer Services was..guess what he does not respond to letters addressed to him. This time it was handed to a PR division to respond to me and a £150 to keep me quiet. Here goes - this is the address for their Group CEO - send him your complaints direct until they actually do something about their service. Mr Mark Wilson Group CEO, Aviva plc St Helens 1 Undershaft London EC3P 3DQ Tel 020 7283 2000”

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Posted 8 years ago

“Our house was just minding it's own business till a car drove into our porch, which is totalled, and the rest of our house is "wonky"! Very long story, but certain employees at AVIVA operate with zero oversight, We were definitely not happy with the agent working on our case, so I asked him for his managers contact info - the AVIVA agent refused to give me his managers info, and said I didn't need to talk to his manager. This infuriates Me - what gives an AVIVA employee the right to be "GOD" wit zero accountability - to our thinking this employee has botched the whole repair, and He seems to think He is not accountable. I have contacted AVIVA's ombudsperson.. We'll see how that goes. I was in business for 40 years with one of the world's largest corporations, and if one of our employees had refused to be accountable .. He would be fired the next day. AVIVA seems fine with these clowns working for them. Very disappointed with AVIVA. Our porch has been demolished now for over 42 days, but this AVIVA agent says that is "normal" .. nothing is normal about AVIVA.”

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Posted 8 years ago

“Made me Happy !!!! What a laugh that is what a company. They should be ashamed and be taken to task. Sorry for all their staff. What a lot of S*** they are. Do not insure anything with this company Too long to go into their rubbish they tell you, go elsewhere”

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Posted 8 years ago

“The worst 'customer service' I have ever experienced from any company ever. Takes a minimum 30 minutes to speak to anyone on the phone, they then can't offer any help. Zero proactivity on Aviva's part to sort out a minor issue. So you have to call back, wait on hold and start again. Something that every other company can handle over the phone in 2 minutes has now taken a month with Aviva and still is nowhere near being resolved. I'm just going round in circles. I am giving serious consideration to making a county court claim to recover my money. If you value your sanity, don't touch Aviva with a bargepole.”

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Posted 8 years ago

“Tried to take out a policy with Aviva for car insurance. Added experienced driver, but this added over £500 onto premium. Customer service poor when I called to query quote”

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Posted 8 years ago

“Absolutely dire company. Still waiting after two months for them to release my pension. The first month was lost when the forgot to send the forms out after I asked for them. A company that I will never deal with again.”

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Posted 8 years ago

“How your staff deal with customers on the phone poor.worse company we have gone with in twenty years . Don't touch this company with barge pole ,take money no care showed when a problem arises.joke joke run by clown s .”

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Posted 8 years ago

“Stay away at any cost! This is worst possible insurance company. I have been advised by broker to select a comprehensive cover for 80 pounds a month including cancer care and treatment. After 6 months on the policy I have developed cancer looking lesions on my foot and claim department did not want to accept the claim based on much more medical information required. Their process four handling claims requires several GP appointments and letters before anything will be covered. As far as myself medically qualified concerned, by the time you will be able to make your claim, the cancer will spread everywhere. Therefore I have decided to go with consultant appointment privately and pay myself but cancelled the insurance that cost you around 1000 pounds a year for nonsense cover. I would recommend to stay away from them as they are not proper and provide appealing service and treatment to patients”

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Posted 8 years ago

“Very expensive and will find any reason to not process your claim. Aviva Home Insurance through Santander. The service was beyond terrible. If there was an excuse for an excuse they would take it to avoid helping me with a claim. I bought a house 2 years ago. An 100 year old house at that. My landing ceiling fell in after several months of looking fairly sketchy. I rang to ask if they would assist in the repairs even with a high excess but they said if the ceiling wasn't brought down by wind, fire or water they would not help. We were paying nearly £40 a month like a mug for what we thought was possibly the most comprehensive policy but sadly £40 seems to be their very basic package. AVOID!”

Helpful Report

Posted 9 years ago

“If there was a zero star option I would have chosen this. Aviva's administration is apalling and to be honest their management should hang their heads in shame. I had an issue with Aviva over the withdrawal of ISA funds for my elderly mother, who now resides in a care home & has dementia. I have Power of Attorney (POA) already in place with Aviva, so you would think that getting the money out and their administration care would be straightforward. Firstly the paperwork was sent to my father's flat so I got the transaction details a few days later when I went over to my Father (Just as well i do not live a long way from him). I had made it clear to Aviva when asking for the funds to be withdrawn that I was the POA. After getting their paperwork, I duly telephoned, went through their security clearance questions again and asked that the correspondence address be changed to my address. I then spent around 40 minutes on the phone to Customer Services trying to find identification for my mother that would satisfy their needs to tick their boxes so that they were satisfied my mother existed. Even though I am POA, this was not enough for Aviva, they had to tick their boxes. My Mother no longer had a valid passport or driving licence. They finally came up with documentation that would work for them, I did ask if I could speak to the division that looks at documentation and after a 5 minute wait on hold, was told that "they are not customer facing". I duly got the paperwork in place and sent the docs to them with a covering letter, again asking them to make sure that ALL CORRESPONDENCE ONLY CAME TO MY ADDRESS as my Mother was in a care home and had dementia. What they did next, so enraged me...they sent a letter to my mother at her care home to say they had changed her address and that they sent a copy of that letter to her old address (to this day I can only guess where this copy went). I was so angry at this that I put in a formal complaint over the phone (having again gone thorugh their security questions). I got a consilitary letter. I also sent a long letter to Mr Mark Wilson, their Group CEO just explaining how bad their admin was. He never responded. Finally I went to visit my Mother at her home last week and guess what... they sent another letter to my mother, this time advising the amount that had been withdrawn. They must employ robots, who cannot read and if they can read they cannot carry out instructions. I am apalled at their service.”

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Posted 9 years ago

“Tried to get a claim through them. Very poor service. Bad communication. Has been 6 months and nothing sorted out. Had to shout at someone just to get them to do their job. I hate confrontation and first time I have ever done it on the phone but I could not take anymore of their lying. Eventually they admitted their staff had been incompetent. No one should ever go with this company. Never before in my life have I ever dealt with such useless people.”

Helpful Report

Posted 10 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5

Aviva Reviews

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