Aviva Reviews

Name: Aviva
Rating: 2.05

2.1 Rating 675 Reviews

25 %

of reviewers recommend Aviva

Company Reviews

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2.1

Based on 675 reviews

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

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info@aviva.co.uk

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Aviva 1 star review on 17th October 2025

Samantha Wright

Aviva 1 star review on 18th September 2025

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Muriel Herrara

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Don't trust Aviva My Name is Terry, my Wife Shirley and I live in Fuerteventura. If you are looking to take out a pension, or investment plan with Aviva then you must read this before you do! On the 11th Nov 2020 I turned 55 I had 3 private pension policies with Aviva. One very big one linked to Global equities and two small ones which I froze a long time ago, probably about 20 years ago. I decided because my Wife and I have a very good business here on Fuerteventura. we didn't need any money from these pension policies and also because of the Covid 19 pandemic the global equities were very low and all pensions were taking a hit, NOT SURE OF THE TIMELINE HERE, but when they found a vaccine I thought the share prices were going to go up and it might be a good idea to transfer the two small pensions one for 4500 and the other 23000 to transfer to the big one linked to global equities. I phoned Aviva and asked them to transfer these accounts.... Aviva then came back to me and informed me that the one for 4500 had been transferred, but the bigger one they had to clarify because it was 100% tax free!!! So would I like to review the decision, on hearing the news I thought it would be best considering it was tax free to take the cash. I spoke to 3 different people, names I have, they all confirmed that it was 100 tax free. So I asked for a quote to be sent out to me and I would sign and return. I received a quote...BUT it stated I had to pay over 900 in tax!!!!!!!!!!!!!!!!!! I questioned the tax that was stated, but was met with BS, so I made a complaint, which took weeks to go through, I received a letter from Ray, full name I have. stating that the complaint had been found in my favour, because of the records on their computer stating the tax free, he sent a cheque for 125.00 to say sorry. Copy of letter available if you Want one. It also stated that they had received all the papers now and he would make sure the money would be transferred ASAP. I received two phones the day later, which I sent a email to Ray from the complaints department about, copy below I have had two phones today, which were about 1 hour apart. The first one was a woman and she said she was processing my account, She explained there was a problem with the bank account number being different to the account number on the bank statement I printed off and that there was no main date on the top of the statement. I was out working so I just try to explain that the account number I wrote down for the transfer was the IBAN number and maybe what she was looking at was just my bank account number, which included in the IBAN number, but I don't think she understand, I also explained that I printed off the statement direct from my bank account here in Fuerteventura and it has a date at the side of every transaction, but it's out of my control if the bank chooses not to have a main date on the top. In the end I think she accepted it because she said "Ok, I can see that now, I will process now" . About one hour later a man phone me and said he was processing my account and he needed some details, I informed him that someone had already spoke to me and it was sorted, he was puzzled at that and then said "o YES I can see my college has phoned you" He then went on to ask the same questions but then he said, I can see you have emailed all this to us, are you also posting it, I replied no, why would I do that, you emailed to me and I have completed everything you asked and I also sent copy of passport and my Spanish ID and driving License, what more do you want, he then said he needed me to send all in the prepaid envelope, I then informed him that I had not received an envelope in the email, PUZZLED.... This now is a BIG problem I live in Fueteventura the post here is at best VERY POOR. If I post these from here you will not get them and all my details will end up in someone's hands..... I am now at a loss yet again. I have two people from your company saying different things in the same morning. I would be grateful for any help in this matter. I did ask if he was working from home and he said yes, I realise it's a big problem now and I have made allowances for that, maybe you should to and get this sorted now please. I phoned them on Friday 15th Jan 2021 and was informed they were waiting for a decision, I asked what the decision was about, but they wouldn't say and informed me I would receive a phone call next Tuesday. Sorry for the mistakes in my grammar, but I am writing this full of emotion. If you want the full story you can phone me on 0034 657 370 146. AVIVA PLEASE GIVE ME MY MONEY ABOUT 24,000 POUNDS......”

Helpful Report

Posted 4 years ago

“I have had trouble with Aviva over the years initially with late payment and missing annuity cheques which took several months to sort out.Now they want to charge me to pay in to my bank account and take 12% of my annuity to do it! There is a huge difference in what they want me to pay and what banks normally charge for a BACS payment so I am contesting this. They do not reply to e-mails, phoning is a non start because of the time involved with repeated calls which go unanswered. I only got a response when I copied and pasted the said e-mail on their social site and was told to approach the appropiate department which was exactly what I had done. They also said they cannot enter in to a discussion on social but go to Trustpilot and that is what they are telling people to do. Terrible company but I am thankful I have an excellent insurance company over here in NZ.”

Helpful Report

Posted 4 years ago

“Biggest problem is myaviva very difficult to navigate.”

Helpful Report

Posted 4 years ago

“Have an ongoing claim against Aviva client DPD, the claim is admitted by DPD, but no one will take our claim seriously. We have been contacted by 10 different people, one of whom accused me of fraud. With costs being added everyday for storage. We have not had any formal reply to our written claim, nor any attempt whatsoever to settle, it looks most likely that we will have to go through the court system, adding yet more costs. Aviva shareholders should be conscious of the way this company behaves and the juvenile staff it employs to mediate. My broker wants me to take a policy with Aviva..... I think Ill stay where I am.”

Helpful Report

Posted 4 years ago

“After driving for 40yrs and never had claim on any insurance company this company aviva tried telling me claim is void and I am basically a fraud . Car owned by myself and son hit by car in police chase .no one in car at time . My son uses car and I also use car as he is named driver . My son is a key worker and no has no car to use .also the car is still outside my house as off 3 weeks after accident accident with fuel leaking from petrol tank .They are complete fraudulent company who take your money with no intention of paying out .KEEP CLEAR of these conmen. I have had many companies during my driving history and NEVER been treated so bad .”

Helpful Report

Posted 4 years ago

“They are in partnership with quote me happy for claim when you call Aviva they say oh I am sorry we can’t help you you have to email quote me happy , what kind of a insurance is that ??no one to call”

Helpful Report

Posted 4 years ago

“I have been trying every day since last week to get someone answer the phone and deal with my issue. I want to withdraw some money from my plan, I can phone other departments and get to speak to someone within minutes. When you phone this dept the answering service asks what genre of music you would like to listen to, what idiot thought of that, it instantly winds you up. Do they really think leaving someone hanging on the phone listening to music is acceptable. Sent an email to last week, no reply. Spoke to customer service and was promised an urgent callback. Still waiting.”

Helpful Report

Posted 5 years ago

“Like many others, I was a loyal customer of Aviva for all types of insurance. Firstly they reneged on the promise to repay my mortgage - no apology, just a series of letters progressively reducing the amount they'd pay. May be I'm naive but is it too much to ask that a company honor its promises? I kept up my end of the bargain paying every premium on time for 25 years. What's more - the government let them and every other BANKRUPT insurance firm get away with it! For several years I insurer my vehicles with Aviva - they weren't the cheapest ( this was in the days when I though them reliable!!!) Then out of the blue - they sent me a letter cancelling my insurance - dated a MONTH BEFORE!!! So I'd been driving around uninsured without any knowledge. Rather than ask me to explain a problem - they'd just pulled the rug! I had to pay them £900 extra so I could drive home! It was the devil's own work to find out what this "problem" was (all insurance firms automatically regard you as a criminal!) My previous insurer had paid out a claim which although fraudulent is STILL on my record! No one thought to tell me - indeed everyone tried to stop me finding out! Even now when all the Aviva management are only too well aware of my case - they still refuse to admit wrong doing and refuse to repay my money. They are a first class Shower of Bastards - use them at your peril!”

Helpful Report

Posted 5 years ago

“Aviva have proved to be very expensive. Please check out other companies before renewing. My mother had her renewal this year which had gone up £200 since last year. She has a clean driving record, no reported accidents and has her house insurance through this company. I phoned Aviva to say that £700 was far too expensive and the AA along with other companies were quoting £309.00. I asked if they could match this and they point blank said that the don't price match under any circumstances. I asked why it had gone up over £200 this year and he said that there could be over 100 plus reasons, so too many to talk about. My mother has been a customer of theirs for many years and I felt this lack of customer care was very very poor. We obviously changed her insurance to the AA who were kind, courteous and very helpful. Aviva did not care about losing a long term customer. Shame on you.”

Helpful Report

Posted 5 years ago

“Very poor Communication transferring claims to cotswold Who treat you like a criminal and get very personal with your life making direct threats dismissing claims at any cost faults promises to call you back and never doTimescale to deal with things is appalling and I would avoid these at all costs terrible insurance company”

Helpful Report

Posted 5 years ago

“Absolutly rubbish service. People in office are rude on the phone. Thy not care about your problem. They care about your money. Aviva app,also web page are unaccesible ,phone lines are closed. All they said is were working on it. I cant manage my policy over 2mths now. Absolutly rubbish. Will be looking for other provider. Scams”

Helpful Report

Posted 5 years ago

“JUST RENEWED HOUSEHOLD INSURANCE WITH YOU, PRICE HAS GONE UP 25% in the last year a few months ago i renewed my car insurance with you and that had gone up 25%. I PHONED UP TO HAVE SOME HELP TO REDUCE THE PRICE, BUT THE TELEPHONIST HAD NO INTERESTED IN HELPING A REGULAR LOYAL CUSTOMER. I HAVE A NUMBER OF INTEREST WITH AVIVA, PENSIONS, BONDS, MULTI CAR INSURANCE. HOUSE INSURANCE, BECAUSE OF MY AGE I WANT EVERYTHING IN ONE PLACE, SO I CAN KEEP TRACK ON MY FINANCES, SO AVIVA IS GOING TOO EXPENSIVE SO I WILL LOOK ELSWHERE IN THE NEW YEAR. DEREK JONES”

Helpful Report

Posted 5 years ago

“I applied to withdraw my 25% tax free pension and they refuse to give this to me. I am retired, want the tax free amount, but they simply refuse. First of all they claimed it was because I did not know how to use the internet, which astonished me as I do all my banking online. Then they changed that to my husband is always with me, and they feel he is pressuring me to withdraw the amount. As we are retired and share a house, it is hardly surprising he is always with me. They refuse to put in writing that they are refusing to give me my pension. They ignore recorded delivery letters and Facebook comments. (At least somebody acknowledges it online, then ignores it). We are now producing a file for the ombudsman. They are simply refusing to give me my pension and I am retired!”

Helpful Report

Posted 5 years ago

“Aviva are fairly typical of an oversized and outsourced company whom have lost pretty much all touch with the customer. Incompetent would be polite. Retarded websites with no decent functionality seems to be the norm. If you speak with management they shirk responsibility. I can only I imagine they are yet another product of low pay low commitment to one’s job. They are listless. Their products on offer are behind those of their competitors. If you’re looking for a pension provider looks elsewhere. They may have competitive fees but their service and functionality will cause you all manner of headaches. I suggest avoiding them period.”

Helpful Report

Posted 5 years ago

“If I could give zero stars, I would. DO NOT TAKE OUT LIFE/ CRITICAL ILLNESS cover with Aviva. Their policies are not worth the paper they are written on.”

Helpful Report

Posted 5 years ago

“Terrible company to deal with not sure if am insured by Aviva or quote me happy have had emails by them both”

Helpful Report

Posted 5 years ago

“been a multi car customer for 8 years and always been told by them when I rang up to renew keep on multicar as works out cheaper very surprised this year when our quote came back at over a £1000 so I put our cars in individually and they came back £500 cheaper so why would they promote multicar as being cheaper looks like I'm due a refund after being ripped off over the last 8 years”

Helpful Report

Posted 5 years ago

“Pension I have paid for 33years on time, trying to draw, like Arthur Dalleys car lot.Do not use.”

Helpful Report

Posted 5 years ago

“Car incident not my fault Car incident not my fault. Aviva have been messing me around for a year saying the other partly has not been in touch yet. Your team should be perusing this case down the legal route ,when I have brought this up they say there nothing we can do. If I could give a honest score it would be -0. My advise is go with direct line and avoid this company.”

Helpful Report

Posted 5 years ago

“After a claim , Aviva sent out loss adjusters on the visit to my sisters house , i was asked or interregated asked why i had parked my car 10 yards away from the house , ( reason my siaters husband parks on the drive and my sister directly opposite the front door ) Asked why the heating was not on in the house ...What these type of questions had to do with a loss of items during a house move beggers belive....Aviva have caused me emotional distress , to which they were instructed by the finacial ombudsman to pay £300 for the distress caused...The loss adjusters then sent me other peoples claim details yes they sent me other peoples personal data....I sent Aviva personal information they cant account for...The claim is still outstanding...My opinion of this company and the loss adjuster they used is of poor pratice to say the least...BUYER BEWARE.....”

Helpful Report

Posted 5 years ago

Aviva is rated 2.1 based on 675 reviews