Aviva Reviews

Name: Aviva
Rating: 2.06

2.1 Rating 669 Reviews

26 %

of reviewers recommend Aviva

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2.1

Based on 669 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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Kate Marcus

Muriel Herrara

Anonymous

Anonymous // 01/01/2019

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

“Do not use this company for home insurance. Just tried to make a small claim and the reply was that I’m not covered. So what have I been paying my home insurance for all these years. I have only claimed a couple of time a in 21 years and I’m so incredibly annoyed that they won’t honour their insurance coverage. A new insurance company for me beckons. Never use this company.”

Helpful Report

Posted 2 years ago

“Waiting on a payout for a (successful) critical illness claim I submitted in June. It's nearly October. Aviva won't communicate anything in writing. It takes hours on hold to speak to anyone on the phone. They are very efficient at selling their policies and taking your payments. Aviva does everything in its power to avoid paying what they owe.”

Helpful Report

Posted 2 years ago

“Had an unavoidable accident yesterday with a sheep. I filed a claim online and still haven't had any correspondance from Aviva 30 hours later. I have been left carless and unable to chase them up over my claim as there is noone to phone and the 'live chat' only deals with changes to your policy. I check status of the claim online and it just 'relax it's all in hand'. I am hardly going to relax while I have no car to get family to work, school, hospital and various classes. Not a good service at all. I'm now trying to organise a hire car myself which isn't easy as I am 30 miles from the nearest pick up point.”

Helpful Report

Posted 2 years ago

“I have just spent 12 weeks in hospital seriously ill . During this time I worried about safety of my 18 month old car as there was a spate of thefts in my area. I asked my son to move the vehicle nearer his home for safety. Acting with my consent and my explicit instructions. He drove it under HIS insurance without incident, parked it, checked it was locked and had no further contact with the vehicle. When he checked next day it had been stolen. He reported it to police who had CCT evidence of the theft who ,after 3 days, declared it gone and issued a crime reference. As I was too ill to deal with it my son then reported exactly happened to Aviva. They said that he was not named on my policy they would not pay anything. The car was on a PCP and Toyota are now demanding I pay the outstanding balance -£19485! Aviva have rejected my appeal. The stress on my already poor health is such that 3 weeks ago I was back in hospital after suffering a stroke. I now have to go tonOmbudsman. AVOID at ALL COSTS.”

Helpful Report

Posted 2 years ago

“Aviva are terrible still waiting for the monies on my late father's policy to be paid from July. They have admitted they made an error when sending the payment so its apparently bounced back,but despite phoning them four times this week still no payment. As if things aren't distressing enough. I'm sick and tired of phoning them and being promised updates that never come. If you read all the other reviews regarding payouts you will see this company are shocking regarding paying monies due. All good at setting up direct debits etc, taking money not a problem for them,just paying out what's due they have an issue with. Avoid at all costs!”

Helpful Report

Posted 2 years ago

“AVIVA Health impossible to get them to answer the telephone! Waited 1 hour 20 mins then gave up. Waited another 20 mins then tried another number. Now waiting 15 mins and still on hold. Chatbot is waste of space too.”

Helpful Report

Posted 2 years ago

“I wanted to cash a small lump sum pension. I had difficulties from the start with poor communication from Aviva and systems that don’t work if you live overseas. This was just the start. It took Aviva weeks to organise the payment, which they made on 31st July. Seven weeks later I have still not received my money. I have chased by E-mail and telephone. Terrible customer service, with promises of call backs or e-mails that never materialise. Aviva have inadequate systems in place. I would not recommend Aviva.”

Helpful Report

Posted 2 years ago

“avoid aviva zero! in the middle of a claim with them and was hit on the motorway by a foreign lorry. the number to call to get recovered told me i had to claim online, online said i had to sort recovery on the phone so had to pay £300+ to get recovered off the motorway myself in the end. Theres no phone numbers for them. everything is on email. No one replies to you for weeks on end. Aviva also use Carpenters for legal - they dont reply to anything either. been 2 months now. All they've managed to do is confirm my car is a write off so far. DisGusting service. Never ever ever do an online only policy. Get one with a number where you can call and chase. After what i've read below also avoid normal Aviva too”

Helpful Report

Posted 2 years ago

“Probably the biggest group of rogues thieves and shysters in the insurance world totally unscrupulous wouldn’t recommend them to anyone”

Helpful Report

Posted 2 years ago

“After getting quotes from different comparison site I followed the link to the Aviva website to pay but every time on clicking to pay I was prompted with the message they needed more information and to call the Aviva Policy Investigation Unit but they either cut you of after an initial message saying they are busy or keep you on hold music for an hour then cut you off due to technical problems. Using the chatbot and then Emailing for support I just received a message stating I had to phone. After 3 days of calling on both mobile a landline I come to the conclusion Aviva are a complete waste of time because if they can't answer a call for new business they probably would be as bad if I ever had to speak to them about a claim.”

Helpful Report

Posted 2 years ago

“Still haven’t even had an acknowledgement of my health claim which I submitted on line ten days ago. I tried to call and was cut off over two hours. They say they are inundated but they shouldn’t take people’s money if they don’t have the staff. I won’t be renewing with them with any of my policies and will be advising everyone I know to do the same.”

Helpful Report

Posted 2 years ago

“Absolutely terrible company. Aviva health do not answer the telephone, tried to make several calls waiting well over an hour, sometimes impossible to get through at all.”

Helpful Report

Posted 2 years ago

“Just purchased car Insurance as a quote through Confused.com was the cheapest upgraded to premium price per month went up by a few pounds but within a budget I can afford to pay monthly paid my first month by card initial deposit of £88.00 asked to send proof of no claims discount which I did via pdf file sent by email from my previous insurer only to get an email next day to send proof of no claims plus further proof of address, driving license both for me and my son V5 etc which I did or my car insurance would be cancelled in 7 days also asked to confirm details I had already filled in online through confused.com to get a quote in the first place this was on the 22nd of this month fast forward to today email received asking for proof of ncd again emailed customer service asking what's going on said they can't accept the proof I sent because it came from an application for renewal letter from my old insurer called my old insurer received a pdf file from them with covering letter stating my renewal was cancelled by myself because it was too high for me monthly but Aviva are still not satisfied they even said I had put my son's dob as my dob errrr I don't think so I know my son's dob so they accepted the screenshots of my and my son's who is second driver on my policy driving licences said I didn't need to confirm anything and then tell me they had changed my premiums from £49.00 odd to £73.09 !!! I told them I'm not happy I didn't agree for them to change my premiums I've asked for a full refund of my deposit they're refusing saying it's non refundable and my insurance has been activated for too long I started the policy on the 20th of this month.ive since then been in an running battle with them all day today demanding my money back they have the audacity to tell me if I cancel my insurance they'll charge me additional charges eerrrrr no your not Aviva you pay me my money back I'm not paying you a single penny of additional charges you f'd up not me I've cancelled the direct debit my end just give me my money back or I'm taking further action against you,To anyone who is thinking using Aviva for your car insurance or any other of their services DON'T BOTHER THEY'RE A BUNCH OF IDIOTS AND THIEVES AVOID THEM LIKE THE PLAGUE THERE'S BETTER COMPANIES OUT THERE WILL NEVER USE THESE GUY'S EVER AGAIN!!!”

Helpful Report

Posted 2 years ago

“Awfull , dont bother ..”

Helpful Report

Posted 2 years ago

“Sent all documents in to make a claim. Waited a month and heard nothing. Chased them up. They said they needed further details. Had no answer as to why they hadn’t contacted me to request them. Sent in additional documents. Told me a simple bank transfer would take 3-4 weeks. They’re all heavily retarded. Still waiting for a call back from their manager to explain how retarded they are. Shame on you AVIVA. I hope when you lose loved ones that people treat you with zero respect also. What goes around comes around.”

Helpful Report

Posted 2 years ago

“No one can get through to Aviva? Cannot speak to a human? Cannot discuss my motor insurance? They want email contact only, then 24 hour delay in reply? Put my insurance up by £350 in one year, no accidents? Clean license, no problems just their massive hike in costs for no reason? They don't want to talk to anyone, they don't want to help, its all completely mad! Forget Aviva and the robot answering machine who keeps returning to “ contact us by email” its all gone bad, and so has my business- i have finished with them for good!”

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Posted 2 years ago

“was on hold for over an hour and then gave up. I just need a question answering, and apparently cannot do so in any other way. ridiculous.”

Helpful Report

Posted 2 years ago

“On hold for Healthcare absolutely no one answering phone on hold, im told they are diverse company etc, which is great but maybe focus more on answering phone or even having a livechat rather than a rather limited bot that cant help and links to the contact page which you used to get to the bot. 2hrs now and i need a procedure”

Helpful Report

Posted 2 years ago

“Aviva Zero insurance is utter rubbish not very helpful when a claim is made even if it was not your fault! Would not recommend have had to do all the leg work myself regarding the claim no one in hand their 'chat' help is very unhelpful. Regardless of the cheap price not worth the policy when claim is made. Beware that they only offer a three door small hatch back as a courtesy car not a like for like as would expect if we're to make a claim. Even after advising that I have a family they were still adamant that they would not be 'upgrading' to a 4door or 5 door hatch back even after sending an email to the CEO the response was still the same. They took 5 days from the claim to respond which is appalling in any sense and their lack of empathy is disgusting. You have been warned Aviva Zero defacto utter sh**!!”

Helpful Report

Posted 2 years ago

“Waiting on phone 2 hours”

Helpful Report

Posted 2 years ago

Aviva is rated 2.1 based on 669 reviews