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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  • Customer Service

  • Value For Money

Summary

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


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Latest Reviews

“Avoid, they are the worst company I have ever dealt with.”

★☆☆☆☆

written by CG13 on 12/12/2022

Avoid at all costs. My complaint to them regarding the handling of our claim was not upheld by Aviva. So I took my complaint to the Financial Ombudsman Service (FOS) and they upheld our complaint against Aviva and awarded us a financial award. Aviva has chosen to ignore the Ombudsman’s final decision and award that is legally binding in law. The Ombudsman has made repeated attempts to get Aviva to comply with their decision and Aviva has simply ignored them. We are now in the process of asking the Courts to issue a Court Enforcement Order, so that enforcement action can be taken against Aviva to recover the sum awarded to us. We have also reported this matter to the Financial Conduct Authority and this has still not prompted Aviva to settle this matter. If Aviva ignores the Government bodies and the laws put in place to regulate them, there is no hope for a customer who has a legitimate complaint against them. Aviva will simply respond to this review by stating that they will contact us to resolve this matter. However the Ombudsman has made repeated requests for Aviva to contact us and they have not, so you can draw your own conclusions from Aviva’s response to this. As stated above void at all costs Aviva, plus their online only service Quotemehappy as they do not comply with their own governing bodies.

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Was this review helpful? 5 0

“I purchased a policy that claimed it was unlimited new...”

★☆☆☆☆

written by Mike1952666 on 24/06/2021

I purchased a policy that claimed it was unlimited new for old cover and the documents show replacement was made on an inferior like for like basis. A recent survey commissioned by me showed that the work had not been carried out as claimed and will now have to all be replaced at a cost of £100,000.00 as the property is in a dangerous condition? Aviva refuse to correspond with me in the hope presumably that I will go away, how wrong they are.

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Was this review helpful? 4 0

“Stay Away”

★☆☆☆☆

written by Annoymous32 on 27/08/2020

I never write reviews but this experience has been so horrible that I am compelled to write this review to hopefully help someone else out. I've been with this company for years for auto insurance and I am a customer who pays ANNUALY up front. I had a claim as my vehicle was stolen. It took almost a full year until I had been denied a claim. The company was sooooo dirty in trying to find ways of how I breached my policy so that they could deny me. They tried little tricks here and there to claim I had been dishonest, which I wasn't! I had to retain counsel because it got to the point of harassment and unfair treatment. They finally denied me because my lawyer kept telling them the documents they asked for were irrelevant, which they were and kept asking for representation on their end so he could have a fair and legal conversation. They refused, and denied me for not 'cooperating'. On top of this, they took my car after it was found and had it at an auction place without telling me where it was !!!! Until they denied me of course. All I can say is PLEASE stay away from this company, their motto is DENY, DELAY, DEFEND. They are HORRIBLE when you make a claim and need their help.

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Was this review helpful? 5 0

“Hiring Claimspro which are hatchet mongers.  Paid top...”

★☆☆☆☆

written by Zaid476 on 28/08/2019

Hiring Claimspro which are hatchet mongers.  Paid top dollar for my home insurance, got over the top stress and aggravation. Their pack up crew charged over $11,000.00 just to pack my property and charged it against my policy. Pictoral manifest?? Never seen one. Be careful of Winmar...they damage. BEWARE BEWARE...their Ombudsman is a female barracuda.

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Was this review helpful? 0 0

“Inflexible underwriting ”

★☆☆☆☆

written by Frenchay1 on 23/09/2018

Moving house, phoned up to insure new house, premium increase of £700 per annum as I relayed what the owner of house I bought put on property info form ‘small puddle in cellar under garage that is detached from house after severe storm in 2013. No insurance claim, receipt for work done, cost £400, issue should not return, garage itself not flooded’ So no issue again in future, cost less than the premium increase to sort out, and insurance claim not even made. Disgraceful. Am moving at my next renewal after10 years. Will move car insurance as well and also will never recommend them to my customers ever (I work for mortgage company).

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Was this review helpful? 1 0

“Rewards loyal customers”

★★★★★

written by BraidenThorpe286 on 06/04/2018

So far, so good with Aviva. Competitive price and a premium that actually reduced for loyal cudtomers. Their home emergency cover is excellent; we've had them out 3 times for different things this year and all were done quickly and without any question. Their admin looks sound with all policies held securely online.

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Was this review helpful? 2 0

“Household Insurance Renewal”

★★★★★

written by TadgeDabrowski on 28/03/2017

As a follow up to my earlier review, it was necessary for me to liaise with both Aviva Insurance and One Call Insurance. It is totally fair to say that both companies were helpful in resolving the particular problem I had to my relief and satisfaction.

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“NUFFIELD HEALTH”

★★★★★

written by Julieb373 on 21/02/2017

With Aviva you qualify for 20% off memberhsips at Nuffield Gym :) Great benefit !!!

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“The worst insurance company ecer!”

★☆☆☆☆

written by Jenkinsvc160 on 03/12/2016

They tell deliberately misread and misinterpret everything you say or write. They procrastinate, put impossible cost limits on Survey fees then refuse to pay anything at all. They refuse claims for storm damage as an "Act of God". They cover you for thr most rare lf events, then refuse to pay out, even when professional proof in report form is available that you have a valid claim There is nothing I can do or say to recommend this company to anyone , even my worst enemy. I wish someone had warned me how bad their customer serviceis. I have been struggling with these liers for 9 years to get them to admit liability, they have done this to me twice, because they bought out a company I was insured with after I had vowed never to use them again after the first crooked deal they gave me. Avoid this company at all costs!

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Was this review helpful? 7 0

“cancalation home insurance”

★☆☆☆☆

written by Dominguez363 on 25/11/2016

canceled my home insurance with santander canceied my direct debit thought everything okay now aviva sent me a letter saying i owe them 50 pounds p-lus 20pounds admin fees phoned them they said we have no recolation of me canceling my fees and i have to pay it bloody dogs i will see them in court first. the advisor couldnt careless very snooty dont touch santander insurance

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Was this review helpful? 2 0

“Do not insure with Aviva!!”

★☆☆☆☆

written by citykim1960 on 10/08/2016

I would like to warn people NOT to take out any form of insurance with this company!! Recently my fridge/freezer broke and after accepting my claim they happily paid out for the contents and would pass the repair over to their engineers. It should've cost £150 to repair it BUT Aviva took so long to accept my quotes and the independent one they arranged it was no longer viable for repair. Now they suddenly had a change of mind and refused to pay out for a new one, even though they had originally said they would if it couldn't be repaired. It was not my fault Aviva fussed and argued about the cost for so long it became unviable to repair! If they had got their act together and completed the repair when they accepted the claim it would've only cost £150 not the £500 it will coat for a new one!! But of course, they won't pay out for a new one, they've used every excuse in the book prolonging this claim, refusing to accept the quotes I got and genuinely lieing and being as obstructive as they could be. I got the ombudsman involved and they twisted everything I had said and the quotes I given so that in the end they got away with not paying me. The company is downright liars, quick to take your money but using every trick they know not to pay out!! Appalling treatment of a customer who is Registered Disabled and existing on benefits!! DO NOT INSURE ANYTHING WITH AVIVA YOU ARE WASTING YOUR HARD EARNED MONEY!!! FIND A DECENT COMPANY THAT TREATS YOU FAIRLY!!! Needless to say my policy with them has been cancelled immediately!!

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Thelevelhead2's Response to citykim1960's Review

Written on: 28/11/2016

Hi User.

It seems very strange that the insurance company accepted this claim at such an early stage as you state.

If something like a fridge freezer has just broken down then 99% of the policies won't cover this.

The damage needs to be as a result of an 'insured peril' which I can't see you've mentioned.

If however they accepted to pay something in writing the FOS should really honour this.

If you went to the FOS then at least you have the peace of mind it cost them £500 every time it's used!

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Citykim1960's reply to Thelevelhead2's Comment

Written on: 29/11/2016

I did go to FOS and I did point out they accepted the claim at face value and then refused to pay out. They still found in favour of Aviva which just goes to show that multi million pound companies are protected against the average person!!
Not even an apology just a 'told you so' from Aviva, smug b*****ds!!!!

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Was this review helpful? 3 0

“7 years fighting over a stolen Motorhome and not settled”

★☆☆☆☆

written by AlondraCastillo on 24/04/2016

Our motorhome was stolen and found burnt in a different province, and the say that we did it ourselves. We have been lied to, harassed, our characters destroyed, This company is an outrage! some of the reasons they gave us for denying claim is we travel at night, only criminals travel at night, we checked to see what kind of policy we had on the advice of our broker, again only criminals check to see what kind of coverage they have... it goes on and on, we even paid our premiums for a year after it was stolen,and they gladly took the money...

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Was this review helpful? 4 0

“MicroFit Solar $800+ per year!”

★★☆☆☆

written by madstal on 21/02/2016

We had Aviva for many years at the suggestion of our Broker, however once we installed Solar Panels for the Microfit program they jacked up our rate almost $800 as they now consider that a home business! We stayed with them an extra year and paid their crazy premium, but this year at renewal when they wanted almost $6k for our home, we had to go with another company under $4k and they treat the panels as a $50 extension, not $800 live Aviva. No claims experience to speak of. Customer Service seemed to be non existent to try and rationalize with them, by Broker kept getting stone walled apparently.

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“Horrific company....”

★☆☆☆☆

written by lzSmith228 on 06/01/2016

Inflicted a 4 year court battle on our neighbours *both seniors* after they suffered a devastating house fire. I cant even describe how horrifically and callously this company behaved towards them.If it was possible to give them a lower rating, I would. Unimaginable in this day and age that any company would behave in this fashion. Do yourself a favour and look for a more professional and less motally bankrupt company. You'll be thankful you did when you've lost everything and need help.

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Oldlady66's Comment

Written on: 26/08/2018

I think all insurance companies mantra is to NOT PAY and put the insured persons through hell. I am dealing with a life and disability claim on a car loan, as my husband passed away suddenly and the vehicle we co-owned and bought the life and disab. insurance was supposed to cover the remaining loan....easy peasy..that's how it was sold to us...I am a senior and have continued to make the payments for a vehicle that AVIVA who has the car insured for regular car insurance has told me I cannot sell, until the other insurance company pays off the life insurance to the Bank on the loan......so am out 500$ extra every month plus insurance, for a vehicle I don't use.....they are all blood suckers and heartless. Don't know how they can look themselves in the mirror and live a normal life.....so what insurance company is a good one???? Someone out there, please tell us....

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Was this review helpful? 4 0

“Their Claims Handling is Awful”

★☆☆☆☆

written by iday on 23/11/2015

A long standing Aviva customer for a number of different insurances. Have two matching sofas rather than a three piece suite, which have removable covers. Can no longer get original fabric. Aviva will only pay for the replacement of the fabric on one sofa!! Do you feel this is a reasonable and fair response and one that you would accept in my position? Aviva also play the game of getting their loss adjusters, in this case Independent Inspections, to negotiate which takes much longer and keeps them at arms length. Oh, one last thing, number of claims from us with Aviva throughout the life of all insurances - zero!! An insurance company is only as good as its claims history.

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Iday's Response to iday's Review

Written on: 23/11/2015

Aviva suddenly quick and reasonable, and have made acceptable offer to settle!! Upgrade the one star to three!!

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Was this review helpful? 1 1

“Accidental TV break”

★★★★★

written by Millardb on 27/09/2015

Phoned up on the Sunday after accidental swinging my sofa into the TV while rearranging the lounge, explained the situation and within 15 minutes they had authorised my claim and gave me an Amazon voucher which was perfectly adequate financially to replace the TV. Couldn't get over how quick they got it sorted, great insurer.

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Jordanlee28's Response to Millardb's Review

Written on: 30/10/2015

Don't use Aviva because they absolutely rubbish! speaking from experience.

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“LONG STANDING CUSTOMER BADLY LET DOWN WHEN I NEEDED THEM!”

★☆☆☆☆

written by rugbyleague1 on 22/05/2015

I have been with Aviva for about 15 years - both for my home insurance and both myself and wife's car insurance - and NEVER made a claim. This year we had a water leak under the floor so I rang Aviva in a panic asking for assistance. The claims department told me I wasn't covered for this. Today I received my renewal which had gone up 50% along with the policy details. It isn't untilI fully read my policy that I have realised I was fully covered for water leaks under my floor. I rang Aviva to cancel my policy due to 1) price going up 50% and 2) Failing to compensate me when I was in fact I was fully insured for the leaking incident. Of course, because I am cancelling the conversation totally changed. They could remove the 50% increase and investigate the claims department for refusing my claim. WHAT GOOD IS THIS TO ME NOW? WHAT GOOD IS INSURANCE THAT WON'T HELP AT THE TIME OF NEED particularly when you trusted them for 15 years? I actually feel cheated when I consider the amount of money Aviva have had off me (which runs into thousands of pounds) knowing that we possibly/probably wouldn't have protected me anyway at a time when I need them. SAD.

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“Unfair Pricing”

★☆☆☆☆

written by 392McKee on 14/11/2014

I contacted Aviva for auto insurance in the summer for my little convertible sports car, I was quoted and paid $254/month which I agreed to. The following month after wards I wanted to know how much it would be to change to a different vehicle, 2007 Lexus. I was quoted $460/month, I have emails proving all of this. The next following two months payments were still $254/month which I found odd. The month after in Oct. I was charged $949.44 which was absurd it was more than double what I had been paying! I immediately cancelled the policy and now am being charged again $949.44 in Nov. And now they also tell me $582.72 will be taken out Nov.26. Watch out for Aviva they will quote you for one price and totally screwed you over without any warning charge you another amount, be warned!

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“AVIVA leaves us out in the cold”

★☆☆☆☆

written by on 14/07/2014

After last year's ice storm, AVIVA left us out in the cold to be sick and freezing. We lived with portable electric heaters until a month later they said we could go ahead and deal with our broken furnace ourselves because they couldn't get their contractors to respond. We did that, AVIVA didn't reply to my call about the costs as the adjustor was sick for two weeks and didn't have anyone else to answer. Imagine such a large company and no one to take calls from customers when an adjustor is sick. Meanwhile we were sick too and we didn't want further damage to our Toronto home. We went ahead and paid to restore the heat and now AVIVA refuses to pay for the costs. AVIVA is the worst insurance company, as they don't provide any insurance! They take the premiums though. Don't insure with them - they won't be there when you need them. I regret they day we insured with AVIVA.

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“Leopard doesn't change it's spots”

★★☆☆☆

written by terryjacckson on 24/06/2014

Purchased house and contents insurance through Santander. Not realising it was an aviva policy. Had I known this I would not have committed myself. Bad experiences lead to long memories and my family having experienced shoddy treatment from Norwich Union as it was then known. Beware of insuring with aviva they are happy to take your money, but when it comes to paying out on a genuine claim they will look for any loophole possible to wriggle out of it, Go somewhere else and be careful in my view you are just throwing your money away. I very much doubt if Aviva management read this. No doubt I will get a lot of gobbledegook telling me why I wasn't covered. Regarding value for money Worthless If you want a fair service go elsewhere T jones essex

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Kerrydjones's Response to terryjacckson's Review

Written on: 16/07/2014

hello there..i am sorry but not shocked with your review, my partner had a house fire which left him without a change of clothes even, as the house was gutted..and it took them close on 14 months to come to a decision, which was....surprise surprise...a no chance..they went back and forth to court, incurring extra bills, but in the end, they won with a minor clause in the contract..my partner had building and contents insurance, he never missed a payment in the years he was with them...we were and still are suffering from their decision..

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Terryjacckson's reply to Kerrydjones's Comment

Written on: 17/07/2014

Many thanks for comment
No suprises, no response from Aviva Management. Basicly this feedback page is as useless as Aviv.
The sad thing is that as it turned out . I would not have made a claim as the amount involved was a lot less than I thought.
Am moving soon will find another company.

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