“We’re new to Aviva Insurance, and my son was involved in a minor car accident, so we’re trying to file a claim. The experience so far has been extremely frustrating.
We were on hold for over an hour and a half before finally reaching a representative, Cassandra, and then spent more than 30 minutes providing all the necessary information. Suddenly, she said she couldn’t hear us and would call back. I tried to confirm that she had the correct number before she hung up, but she disconnected. It’s now been over 30 minutes since then, and no one has called back.
We’re currently back on hold again, now for over an hour and 20 minutes. We started this process at 11:00 a.m., and it’s now past 1:00 p.m., with no progress on our claim.
This has been one of the most disappointing customer service experiences we’ve had. At this point, it’s difficult to understand how such delays and lack of follow-up are acceptable”
“I am extremely dissatisfied with my experience with Aviva Insurance.
My vehicle was legally parked in a designated parking spot when it was struck by another driver who clearly at fault. The driver had Aviva Insurance as well . Initially, Aviva acted quickly to arrange repairs to my front fender, which I appreciated. However, the handling of my claim afterward has been deeply concerning.
Despite the circumstances, my claim was ultimately recorded as a 50/50 fault decision. This determination does not accurately reflect the situation and has had
serious financial consequences for me. After relocating to another province, I am now facing insurance premiums of approximately $6,000. nearly triple what I was previously paying-as a direct result of this classification. Over the past three weeks, I have made multiple attempts to contact Aviva through both email and phone to resolve this issue. Unfortunately, I have received no meaningful response or follow-up. The lack of accountability ,poor communication, and questionable claims assessment process have left me with no confidence in this company. Based on my experience I strongly caution others to carefully consider their options before choosing Aviva Insurance.”
“Another customer committed fraud and a scam on a surface scratch to their vehicle and did notify us until 7 months later to cancel our insurance. Saying it was $10,000 damage. It was a scratch in a parking lot while backing out.
They lie to their clients. We were with them for almost 15 years. Inside job if you ask me. We offered to pay for the scratch and the other person would not get back to us. Wonder why? Lol worst insurance company ever.”
“Everything; I had minor damage in my home as a result of a 4 day power outage in January and the experience from dealing with Audrey the claims adjuster as well as contractors was the worst I ever experienced. The process was long, there were no updates, I had to send reminders only to be told after 3 months that there would be no reimbursement.”
“WORSE COMPANY TO DEAL WITH ! From the first minute we called, it's been a nightmare. First my rep told me IF I had a claim that Aviva would NOT renew our policy because we had a break in 4 years ago (as if that was planned!) Secondly, i have been chasing the adjuster , he won't give me his extension or his last name. I have called and called and everyone says "we will text him the message" and 3 days later, NOTHING. They have ZERO issues taking the money for years but when there is a claim WATCH OUT.”
“Subject: Extremely disappointed – 1+ hour wait time with no resolution
"I am writing to express my extreme frustration with your customer service. I have been waiting on hold for over an hour without any success. This level of service is completely unacceptable.
I expect a prompt response to resolve my issue immediately."”
“Beware of lowball payout on claim
hard to deal with adjustors who will try and get you to agree to their lowball offer and when don't agree take you through the proof of loss process.Then increase your premium with no explanation. There claims dept is not customer helpful and tries to bully you and continues to imply that their offer is fair.Dont walk with their low insurance rate wait and see usually what happens when have a claim how you will get lowballed so don't walk run from this company”
“was hit on Jan 7/26 and this claim has still not been settled with their low ball offer .So these legalized chiefs are starting to use a few clauses no fault accident when been hit by another vechile that crossed the solid yellow line and if don't agree with there low ball offer will use conflict resaloution to make you pay for and appraisal. So be smart and put your Jets on your shoes and look somewhere else”
“Be very careful when approaching this company for insurance as they are one of the worst to be insured with . If in and accident they will class it as a no fault accident and turn around and low ball the payout for your total loss such as someone crossing the yellow line and hitting you on the drivers side what a poor excuse for and insurance company and when the point is argued will try to take you through dispute resaloution to cost you even more out of pocket so be very diligent before insuring with this company one of the worst to insure with”
“Had to wait for couple of hours for car boost service. Had to call road side assistance 4 times every time I was told that the tow truck will be there in 15- 20 minutes and tow truck driver will call me. But no one called me and finally I had to request them to find another tow truck driver
After waiting for 5 hours NO ONE showed up. Very very BAD service”
“Terrible insurance company and customer service. We have been meant to feel like we cause the problem. We have been out of our home for more than 4 months with no end in sight And to boot we are dealing with an adjuster who cannot communicate properly or in a timely fashion. We have ask to speak to a manager on more than one occasion but always get sent to a customer service person instead. Once we are done with this claim Aviva never again be warned!”
“Trying to speak to someone, at Aviva or Willis, is not possible. At least as per our experience. Does the company wish to have the policies renewed or not?”
“The service at AviivaCanada was okay policy details were clear and staff were polite, but I had to wait longer than expected and feel it could’ve been smoother.”
“Dealing with Aviva Canada was frustrating. After a claim, they requested my phone records before releasing a total loss settlement. They also undervalued my car, offering much less than its market worth. Communication was poor, and the process felt like they were avoiding responsibility. Wouldn't recommend them.”
“Extremely disappointed with Aviva Canada and the way my claim was handled by Reena at their Oakville, Ontario office. After an accident with a rental car in Spain, my claim was denied despite submitting all required documents.
The reasons given were inconsistent and confusing: first, they claimed I didn’t have a valid Canadian driver’s license (my French license is fully recognized), then they said I couldn’t prove six months of Canadian residence—even though I’m both Canadian and French and frequently travel for work.
The process was opaque, frustrating, and completely unreliable. I strongly do not recommend Aviva Canada.”
“I would have given them negative star rating, if option was there. I have auto insurance with them for more than six years. Now they are telling me: "We are discontinuing your insurance coverage as you no longer qualify due to the following:
22. Any operator licensed 4 years or more, has been assigned 2 or more at fault losses in the preceding 6 years." What kind of logic is this! Definitely, they could increase my yearly premium. Instead, they have cancelled
the policy. Really disgusting!!! I will tell everybody in my network not to buy any auto insurance from this fraud company.”
“Worst insurance company when you file a claim. They are hiding from you, my home property claim has been opened for almost a month now and still no movement.”
“Worse company ever for customer service. Currently sitting on hold for 1 hour and 10 mins to speak with someone regarding my auto policy.
Disgusting disregard for my time assuming I have nothing better to do with my life than sit here listening to the same recorded message several hundred times.
Stear clear at all costs!”
