Aviva Home Insurance Reviews at Review Centre

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Aviva Home Insurance
★☆☆☆☆
1.3
11.0% of users recommend this
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  • Value For Money

Summary

Aviva home insurance was previously known in the UK as Norwich Union home insurance.


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“Corrupt Financial Scams”

★☆☆☆☆

written by on 29/03/2013

Buyer beware! If you simply inquire about making a claim near to your renewal date, Aviva will automatically increase your renewal. They tried to increase mine by a £100.00. I give them a zero field score.

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“Quote me happy ( aviva) home insurance ”

★☆☆☆☆

written by Wazgilbert on 05/03/2013

They've taken too much on the initial payment, very easy to see what it is, 256.30 taken when the payments should've been 25.63!!!! Simply clerical error, but they cannot simply resolve this in a week, oh no, it's taken months to get the run around on email ( no phones to call of course ) and we're losing money on the overdraft, paying unarranged fees and these buffoons are sitting on our money! Never again. Let's hope we can prevent them from 'renewing' this policy automatically at the end of the year and avoid most reviewer's comments here. Hopefully we won't have to do the banking fraud or financial ombudsman route just to get our money sorted!!

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“Do not trust”

★☆☆☆☆

written by on 01/03/2013

Aviva, we had impact damage on 21st Dec 2012, a car left the road, demolished my fence and garden shed and was embedded in my sitting room. Amazingly difficult to get Aviva to do anything and since then it has been a constant battle to get anything done. I've now engaged a Chartered Surveyor with experience of dealing with listed buildings and insurance companies and have engaged contractors directly to start work. My first claim and they tried to wriggle out of their responsibilities form the off. Impossible to contact, deny all knowledge of policy and in general turn an already stressful experience into a nightmare.

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Mn75's Comment

Written on: 20/03/2013

Have a similar experience. An aviva insured driver failed to give way and rammed me in a roundabout. The driver tries to make out it wasn't her fault. Aviva won't recognise my claim as they only deal with claims where their client accepts responsibility. Have sent them oodles of paperwork, but they refuse to acknowledge me and won't even speak to me on the phone. Weird. And I'm only 3rd Party insured so no help anywhere... seems I have no recourse and just have to take it on the chin. Companies like Aviva whose insurance isn't worth the paper it's written on shouldn't be allowed to operate.

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“Not fit for purpose”

★☆☆☆☆

written by Stormstick on 27/01/2013

I was in dispute with Aviva for 4 years, 2 of those years were also wasted waiting for the FO to resolve the complaint.the claim was for accidental damage caused by a shower head falling and creating a large crack in the shower bath. A temporary mastic repair was made and Aspreas surveyor advised on replacing the bath. I had paid for a very comprehensive policy for 9 years with Aviva and assumed that a new for old replacement would also be like for like in terms of quality. Beware as this is not the case. Aviva's budget to replace a complete bathroom suite was £400. To replace just the damaged bath with the same brand was in excess of £680. I contacted Aviva to explain I felt that New for old should also be like for like. after several months another surveyor was sent this time from crawfords. the 2nd surveyors report advised a patch repair would be good enough. I didn't agree and contacted the FO. Eventually I replaced the whole bathroom at my own expense. I also discovered you can't change your insurer while you have an unresolved claim, I was trapped by Aviva and could do nothing as I watched my home and contents premium rise and exceed £700 for 2011. I was free to move my insurance this year to M

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Stormstick's Response to Stormstick's Review

Written on: 27/01/2013

CORRECTION
Error.... Cunningham Lindsay were 2nd surveyor,
not Crawfords as stated above

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Leroy555's Response to Stormstick's Review

Written on: 05/02/2013

Hello,

I have had a total different experince. I was robbed in June 2012 by a so called friend. He took my entire household. I was shocked and devasted.
Although I had applied for insurance a month before the robbery I was not aware I was insured until November 2012 some five months after the incident. I called aviva who sent Cunningham & Lindsey rep to my house. After reading all the dreadful stories on here I thought that my claim would be denied. The representative from Cunning & Lindsey was very nmice. I have found my expereince with both Aviva and Cunningham & Lindsey to be very good so far. I hope your porblem is resolved shortly

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“Asprea shirking responsibility on clear cut leak”

★☆☆☆☆

written by St33ly on 24/01/2013

Asprea sent round a surveyor who saw the leak from the wc but called for a trace and access investigation that reported no leak despite 2 independent companies stating there is a leak and it being immediately obvious on flushing the loo as observed initially by the surveyor himself ! The trace and access person from sundridge builders stated to me there was a leak and that he had temporarily fixed it. The surveyor informed me later that it was a permanent fix and that they would now only dry out the room and not cover the work for the water damaged plaster. This is all frustrating since on flushing the loo I can see that there is still water coming down from the cistern. The contracted builder is untrustworthy as is Asprea who only seem intent on fobbing you off. I will be taking my home insurance elsewhere from first direct and any other company that uses these bunch of swindling charlatans

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“no no no no ”

★☆☆☆☆

written by wheretonext on 05/11/2012

asprea been to our house today omg came looked around said this said that .we are not paying this not paying that . made to look like a fool .they said that my ceiling damage from bathroom leak could be stain blocked and painted did not know stain block could fill cracks and peeling paint . floor damage was down to poor workman ship. utility area damage was from roof leaking not damage from leak . why would i keep fridge frezer washing machine tumble dryer in a room with a leaking roof . sould read this page first put we put are trust in these pepole .anyway for the to pepole from asprea who came in nice new mercedes each why not share to keep cost down like you tell us to thanks for noththing . and why dicuss other pepole cliams in my house on my time .and they phone lines just have to wait and wait. just hope pepole read this pages more often .ahd i hope santander do aswell cause sold me insrance

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“home insurance with AVIVA via ( HSBC )”

★☆☆☆☆

written by Anth11 on 03/10/2012

i recommend not to go with Aviva Home insurance as its a farce the small print doesnt tell you everything they like the money but when something goes wrong its a diffrent matter they come with all the excuses not to pay out as usual and so if you are with these AVOID AT ALL COSTS so if you currently with these muppets i think you should change insurance company.

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“Avoid at all cost!”

★☆☆☆☆

written by on 28/09/2012

Been with Scottish & York/Aviva for both car & house insurance for 19 years. Since the takeover, I have had many difficult experiences and have reached my limit! Coverage issues, fluctuating rates from phone call conversations to received documents, and forget purchasing their roadside assistance! I had to call them once for a flat tire and spent my whole evening chasing them down, just to find out that every time I called to check on where the assistance was, they logged this as a service call and that I was no longer eligible for service?!? In 8 hours no help came & I had to sit on the phone the next day to rectify their obvious fault in their program in order to restore my Roadside Assist. This happened again about 2 years ago and same problem! I continuously paid for this service (for 17 years until I got smarter and went with CAA), only ever calling twice in 19 years and didn't get service BOTH times. The second time, needing a tow truck, stuck with a 3 year old, the assistance never came. Again, sat for many hours, wasted cell phone calls ($), and spent countless hours dealing with upper management about my complaint. They worked out their kinks, called to let me know, but did nothing to compensate me for the countless hours of trouble OR for my own out of pocket expenses! THEN, let's talk about the ever changing rates...They constantly tell you one thing over the phone, you pay and then get their revised documents in the mail with extra $$ added on. I've called 6 times asking to speak to a manager over the past couple of weeks to no avail. Left on hold for ever and no service. It was important for me to resolve this now, since my renewal comes up in a matter of weeks. I prepared myself with quotes from other companies through a Broker ENSURING that it was not underwritten by Scottish & York/Aviva because I've finally had enough and moving elsewhere! I could go on, but I think I've relived enough of the frustration and given them enough of my time. Terrible treatment of their customers & I'm gone!

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“Despicable Rotten Untrustworthy”

★☆☆☆☆

written by RottenService110805 on 21/09/2012

I had a kitchen flood in August 2011. This flood led to mains water pouring through my garage and damaging a lot of items underneath. AVIVAs handling of my claim has been totally despicable - they are unprofessional and untrustworthy. AVIVA failed to refit the kitchen and garage to an acceptable standard requiring a second complete re-fit AVIVA failed to act in a decent and honest manner when it came to replacing the damaged goods AVIVA failed to respond to my complaints and instead accused me of being unco-operative even though the claim is unresolved after 13 months. For the record 1. They employed a set of cowboy builders who made such a total mess of the refit. The whole job had to be awarded to a second contractor (who was much better) but the whole thing had to be done a second time. The quality of the work of the first contractor included the following * nails banged through the floor and piercing a gas pipe * kitchen worktops jammed into place and covered with black sealant * tiles fitted with huge gaps around the edge of the room to you could see the floor boards underneath * failure to fit kitchen units properly leaving edge pannelling totally ill fitted * a garage ceiling with inches to spare between the ceiling and the wall * electrical light fitting done incorrectly The second contractor managed the following * the use of external use high VOC masonry paint in the garage that stunk the house out for a week. Despite the flood being in August 2011 the final work was completed in September 2012 when the hammering pipes in the ceiling were finally corrected. 2. The list of damaged items removed from the garage has not been paid. They were going to replace an electronic organ and during the replacement process they stopped the replacement. The reasons for this change kept changing and developed over time and it was basically because they are trying to avoid replacing the damaged organ because of cost. 3. The response to my complaints, poor workmanship and failure to replace goods was an accusation from the so called complaints manager at AVIVA that I was not co-operative. The reason for this accusation was that instead of responding to my complaint in writing they sought to palm me off with a so called "senior manager" to discuss my complaint. They were clearly seeking to avoid any response in writing. I eventually received a letter from the so-called complaints manager. It was badly written, gramatically non sensical in places and did not address about 50% of my complaints. I was offered around £800 compensation for "all their failings" but the majority of the complaint was not even answered. Because the letter was so badly written and did not make sense I wrote back requesting clarification. After 3 weeks I received no further response. CONCLUSION I think they are the most unprofessional and despicable group of people I have ever dealt with. My life has been made hell since the flood and the most stress of all has been caused by their unprofessional and responsibility avoidance approach to providing a service. They were uninterested in my complaint and were merely trying to avoid dealing eiht me in writing. The complaint is still outstanding. I think they are the worst company who have provided the most dishonest, unprofessional and rotten service I have ever encountered. MY ADVICE NEVER NEVER NEVER USE AVIVA They are very HAPPY to take your premium and very DESPICABLE when it comes to resolving problems.

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Wheretonext's Response to RottenService110805's Review

Written on: 05/11/2012

totaly agree had them at my house today 2 of them came out both driving mercedes cars why not share car to cut cost like they tell us to do . any way they looked around said this said that did not want to pay for things that where damaged . made me fill that i was trying to make a flase claim . said the ceiling would be ok with stain block and paint wiil stain block fill cracks and peeling paint . cracks to walls said they would be ok just paint them . flooring was put down to bad workman ship. ultilaty floor was due to roof leak . not flood damage from bathroom . could go on and on . i hope pepole go to this web sites to see how BAD AVIVA / ASPREA ARE . and forgot to say how bad there phone service is just can not through . i just wish i had looked on here first . i hope santander do aswell

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“Taking Aviva to court”

★☆☆☆☆

written by bullyboybyloo on 14/09/2012

After a severely damaged roof due to bad weather Aviva are messing me about, asking for a second meeting etc. I am just taking them to court £,2000 claim. I wil Not put up with their demands and using up my time.

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“Do not trust Aviva”

★☆☆☆☆

written by on 23/08/2012

Brutal claims experience! They try to make you give up, when you do they win.

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“Worst Experience Ever”

★☆☆☆☆

written by WorstServiceEver001 on 17/08/2012

Dealing with Aviva was the worst experience in my life. 2 years ago, the underground city water pipe exploded in winter and the water bursted into my home basement. Within 5 minutes the basement was filled up and the water came up to the first floor. My mom opened the front door for the raging current to flow out of the house. It was 5am, I called Aviva and the rep asked for detailed insurance info while my house was flooding. He knew about the situation. After he collected all the info, he advised me that no adjustor would be available to come until Monday (it was Saturday). Then I asked him, if there's any assistance he could offer. He just recommended that I call 911. My whole family was still in a panic as I was on the phone. So I called 911. Explained the situation, then was transferred to the fire dept. I explained the situation again and the firefighters were at my house in 5 minutes. The called the city to turn off the water supply for the community and send someone over to take out the water meter. We were taken over to our neighbors house in precaution of being electrocuted. We were homeless. Had to stay over at a relative's home for a few days. Our house was semi-detached with our neighbor's, so they're basement was filled with water to the knee. Their insurance company sent an adjustor right away (at 5am). Their adjustor arranged for them to live in a hotel and sent a company to pump the water out of their basement. I was thinking why Aviva did NOT offer such good service. Finally on Monday the adjustor came. He didn't offer any assistance with housing. We looked for a hotel on our own. He said the house would be fixed in 3 months time. So we found an apartment to stay for 3 months. However, it took almost 1 year for the house to be fixed up. During the months, I had called in so many times to voice my complaints of false information and lack of service. But never got a reply or follow up. There are many details of negativity in how their reps handled the claims. But I'll leave it at this. Otherwise, I would be writing a book. Aviva is a company that I will NEVER recommend to anyone I know. They gave me nothing but stress throughout the while year's time that I was dealing with them. A company that was supposed to be the helping hand in my time of need, did not do so. I have switched companies since then and have share my experience with people I know. From someone who's dealt with Aviva's crappy service, choose another company.

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“AVIVA AND CUNNINGHAM & LINDSEY CROOKS OF THE WORST KIND”

★☆☆☆☆

written by sandranew on 02/08/2012

AVIVA ARE THE WORST OF THE WORST NEARLY 3 YEARS AGO WE HAD A GAS LEAK THE EXPLOSION WAS EXTENSIVE THROUGH OUT THE HOUSE, C/L THEY HAVE TOLD NOTHING BUT LIES TO THE OMBUDSMAN, CUNNINGHAM & LINDSEY ARE THE WORST THAT I HAVE EVER MET THEY MAKE YOU FEEL LIKE YOU ARE A PIECE OF ---- AND IT IS ALL YOUR FAULT THEY SAY ONE THING TO YOUR FACE AND SOMETHING COMPLEATLY DIFFERENT WHEN THEY GET BACK TO THERE OFFICE,THEY SENT AN XPERT TO LOOK AT THE KITCHEN HE TOOK A PHOTO THEN EMAILED IT TO A KITCHEN COMPANY AND TOLD THEM TO MAKE UP A QUOTE HE DID NOT MEASURE THE KITCHEN ?, HIS REPORT WAS WORD FOR WORD WHAT C /L HAD SAID 2 YEARS BEFORE THE PEOPLE THAT HAS BEEN HEAR SINCE THEN LAUGHED WHEN I TOLD THEM WHO THEY HAD SENT THEY SAID THAT HE MUST BE A COUSIN TO C / L NOT TO BE TRUSTED, I HAVE BEEN LEFT TO GET QUOTES FOR THE WORK TO BE DONE WHEN THEY NO THAT IF I DON'T HAVE A SCHEDULE OF WORKS NO ONE WILL LOOK AT IT, I AM OUT OF MY DEPTH WITH THIS AND NO ONE TO HELP ME I WOULD NOT RECOMMEND THEM TO ANYBODY I HAVE TOLD EVERYBODY ABOUT THEM AND NOT TO GET INSURANCE THROUGH THEM BETTER TO GO TO A OLD AND TRUSTED COMPANY THAT WE NO MORE ABOUT,YOU CAN GOOGLE INSURANCE COMPANY POINTS STYTEM AND THAT WILL TELL YOU HOW GOOD A COMPANY IS WISH I HAD KNOWN THIS BEFORE. THEY JUST HOPE YOU WILL GO AWAY NO CHANCE EVEN IF IT KILLS ME I WON'T GIVE UP I PAID MY INSURANCE IT IS MY GIVEN RIGHT TO HAVE MY HOUSE FIXED TO THE QUALITY THAT IT WAS BEFORE

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Glennnine's Response to sandranew's Review

Written on: 09/08/2012

I may be able to help, i have been dealing with insurance companies for the last 20 years and upsetting loss adjuster and insurers for all this time, i work for the customer, i can produce a schedule of works, this will be for the actual damage and the reinstatment you are xcovered for on your insurance.
If the insurers send in their cowboy builders or loss adjusters they only put in a cost for what they can see. Half orf them do not have a clue about buildings and it is just bluff.
Anyway if you want to discuss this with me (which is free) then give me a call i could have a look and progress the claim for you.
I will give you my web site www.nineconstruction.co.uk and if you need recommendation i can give you them.
my name is Glenn 07827932481

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“Bad Bad Bad!”

★☆☆☆☆

written by on 14/06/2012

Took out a policy with Aviva for home contents. Was only with them for about a year when I decided to go elsewhere and so cancelled the policy. A week later I started getting letters saying I needed to pay them £80 odd quid! :o I chose to ignore but the letters kept on coming. On calling Aviva I was told I owed them £80 odd pounds but they would give me no reason why given I had never ever made a claim with them I had simply just cancelled my policy. I refused to pay and then I was threatened with court action and started getting letters from a debt collection agency on Aviva's behalf. I paid the money just to get them off my backs but yet I was given NO explanation as to why I owed them this amount. Stay clear of Aviva, they are nothing but a joke!

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“Worst Car Insurance ever”

★☆☆☆☆

written by on 20/05/2012

We had these people for our Car insurance. We got rear ended by a teeny bopper who was texting on a cell phone. These guys treated us like we were the bad guys. Not only did we not get a rental car, but we had to wait a month to even talk to somebody. When we did get to talk to someone, it was not to settle the claim like my wife and I were expecting. We were interrogated like we were terrorists. Asking us questions like, "Where was your car parked?", and "Do you have your own set of keys." It took me getting on the phone and asking my adjuster Who the **** was he working for? and What the **** do I pay you for? that things really started to take off. By the way, it took another month after all this to finally get everything settled. These guys are the worst and if you want to avoid any headaches and feeling like your the bad guy even though you did nothing wrong, stay away from Aviva.

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“Worst auto insurance company imaginable. I had my...”

★☆☆☆☆

written by Sydneylee on 30/04/2012

Worst auto insurance company imaginable. I had my parked car damaged by a man who was insured through Aviva, and despite the fact that my car was absolutely brand new, no one had been in the vehicle at the time for me to have been at fault, and the man who hit me agreed with me about every detail of the accidrnt, they refused to cover half of the damage done when their client backed into me. They tried to accuse me of having previous damage (this was a brand new car) even though the man who hit me told them himself the damage was his fault. They will make you out to be the biggest liar if it means they can fit a few more pennies into their greedy pockets. Completely unhelpful and ridiculous on their reasoning. Would call their own clients liars rather than provide a good service and give their clients their money's worth when it comes time to manage their claims. Staff are also incredibly unreliable and unknowledgeable. I was promised to be contacted by a certain date so my vehicle could be repaired, and was not contacted. I had to contact them, and even then they had been "delayed" and could give me no answers about when I could expect to proceed with repairs. They then gave me anther "latest contact date," which was again ignored. I contacted them and got no reply, tried again days later and wad referred to several different personnels voicemail, before I gave up and waited to be contacted, weeks after i was supposed to have heard back. This was when they informed me that they would not repair all damages. Their staff sounded completely unknowledgeable, and kept repeating that "my damage could not be related to this particular claim," no matter what question I asked. She could not elaborate on anything, and I had to explain what I meant several times before she would understand anything that I said. I would definitely not recommend this insurance company to anyone who wants good value for their money, or friendly, timely and knowledgeable staff. I was completely stressed out and fed up, and wound up paying for most of my damage myself. If I hit another vehicle, I would like to think that my insurance company would do their best to take the money I have paid into my premium and give good customer service! Lord knows they suck enough money out of clients to begin with! My advice, steer clear of these guys, find yourself a better insurance company.

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“Home Insurance and car”

★☆☆☆☆

written by zazamaxi on 16/04/2012

Two years ago I bought home insurance ( Plus contents) and car insurance with Aviva. When the next years cover was due I was staying in America and gave the go ahead to continue with the building insurance but stated that I did no longer require contents as they had been removed from the house. Aviva automatically took the monies for the contents from my bank account, which, by the way I believe is against the law !!! I complained online, through many many emails ( as I was in the US and wanted to save on phone calls) the emails went around and around and I never did get an answer. I then agreed to take out another years insurance as it was too much trouble to find another insurer who would insure my rented property. I thought if I sent a cheque there would be absolutely no way they could take any more than I agreed too.......WRONG.....they took the extra money from my bank account..I could not believe what was happening and because I was in the States, it was very stressful trying to get to the bottom of it. I will NEVER EVER use this company again and I will tell everyone I can about it. It is totally against the law what they did and I shall be taking this matter up with the Trading Standards as soon as I am back in the UK to stay. Do not use them. Mrs Martin

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“Contents ”

★☆☆☆☆

written by Stratojet on 31/03/2012

They did everything possible to advoid paying out, with their friends at Cunningham Lyndsey, who are crooks, they go out of their way to stab you in the back. However when I involved a loss assessor they changed their mind, they accepted liability. They constantly frustated my L/A my giving him names of people to contact in different countries that did not even exist. In the end I involved the Financial Ombudsman Service, what a waist of time that was, they ignored everything I told them, and sided with Aviva who like most insurance company's are legalised criminals. The total time since making a claim is almost four years. The FOS must be in the pockets of the Insurance company's. Mine was such an easy straight forward claim, but Aviva kept moving the goal posts, they knew I had got them over a barrel. I now intend to take Aviva to court. Never ever trust these cretins where money is concerned, the FOS insurance company's loss adjusters etc, they are great until you make claim, they do not mind taking your money, but you can F/O when you make a claim, in fact these criminals automatical reject the majority of claims.

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“linked to escammers deal as below”

★☆☆☆☆

written by andypa38 on 23/03/2012

ecar, I believe, is a deceitful untrustworthy company who will soon be under investigation by the Metropolitan Police. If you have had problems with them call Consumer Direct tel: 08454 040 506 (ask them to call you back if you do not like 0845 numbers they will call you right back) they will take all details and have the Trading Standards call you within 7-days.

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“Small Claim - No Renewal”

★☆☆☆☆

written by GrahamANWright on 01/01/2012

A leak in my water system in the loft broke the bathroom ceiling and flooded the bathroom. Aviva settled a claim of £2,096 promptly (thanks guys). Duringthe claim process, I specifically asked if this small claim would affect my premium, and was assured that it would not. But when the policy was due for renewal, Aviva refused to renew the cover on the basis that I had claimed for more than £1,000 ... and that their underwriting policy is not to renew for those claiming more than this amount. This then lead to all sorts of problems finding cover elsewhere as all insurance companies want to know if you have ever been refused insurance. Avoid Aviva ... or if you do insure with them, don't make a claim.

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Guest's Response to GrahamANWright's Review

Written on: 12/03/2012

Hi Graham, Similar situation. How did you get insured elsewhere? Urgent reply please - limited time to get insured elsewhere.

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