Aviva PLC - London

Phil D.

Worst experience ever, waiting pension policy lump sum, process is taking months, 40+ calls, numerous emails unanswered, it’s clear they just don’t want to part with my funds, so many obstacles they put in the way to stop you getting your well deserved pension. The whole process of dealing with Aviva will affect your mental health. I’m left thinking I will never get my pension.

Peter N.

Absolutely rubbish and ridiculous Home Insurance experiences.
Flooded by neighbours who were willing to cooperate and Aviva was not even able to retrieve my 450 pounds excess payment from the 3rd parties insurance.
Instead I was notified that my renewed (should I wish to accept it or I can "shop around for a better one") policy would now cost me over 900 pounds a year.
The claim process is a nightmare, in the 3rd decade of 21st Century AVIVA insists on phone calls and not emails.
You can call 3 times a day, they never pick up, if you miss one of their call, the next one will hopefully happen i a week's time.
Website to upload the damage evidence is available after you accept "Terms and conditions" full of legal gibberish (sample below)

You agree to indemnify, defend and hold the Providers, and their respective directors, officers, shareholders, employees, agents and representatives, successors and permitted assigns, harmless from and against any and all claims, suits, actions, proceedings, damages, costs, liabilities, losses, fines, penalties, and expenses (including reasonable legal fees) based on or resulting from:

This is a joke company offering joke policies
Stay away

Claim no. 10542329

Noa N.

Log a claim for the accident, the drivers name, on the rest of the policy the name that appear is the name of my business. My accident was on Business hour on a business vehicle, and because I am the director of a company and not allow to claim for the losses of my business , only my personal losses even that or my policy stated clearly that is my business policy. This has gone on and on and on and on, over a year later is still no resolve it, resume, above Aviva lies and mislead, miss sale!

K S.

Really appalling customer service. There was a 5 car collision into my parked car on my driveway this week, driver untraceable due to fake number plate. I pay 2.5 k a year for insurance and as Aviva cant be bothered to trace the driver or if they cannot find the liable driver have threatened to say I would be liable and it would go down as MY fault (I was inside my house!! ) , would be liable for the excess , lose my no claims , and have a nice insurance hike. Previous claims due to no fault accidents still up in the air. No actual staff to really talk to, appears they’re trying to be digital with no actual human contact. Just want your money but when it comes to a genuine claim they just cant be bothered and there is no one to actually call , email or speak to. Really ridiculous. Someone has to put a stop to the ridiculous insurance hikes for the decent drivers out there.

William L.

100% the worst insurance company I’ve dealt with. Duplicating a claim 3 times (their fault) and chasing for weeks they eventually fixed this… if you can get hold of them as their customer service is absolutely shocking.
They then went on to send the wrong amount of no claims discounts. Truly unbelievable how many mistakes and how many times I had to chase them to get as answer. They simply do not care.
This ordeal went on for several weeks and we eventually gave up as talking with Aviva is just too painful, wether it’s their awful live chat system or on the phone is even worse due to their operators lack of communication and knowledge. Made life very stressful- AVOID AT ALL COSTS

Elaine S.

I was with Aviva Zero for my car insurance. I have registered a complaint to The Financial Conduct Authority with regards to how they 'handled' my motor insurance claim.
I have never received such poor customer service in all the years I have had car insurance.
Avoid this joke of an outfit at all costs! Absolutely useless!

Iris T.

Never with Aviva! Feel frustrated and disappointed about Aviva’s poor and non-responsive handling on my car insurance case. My car was crashed by the other driver in July last year. Aviva replied that it would be proceeded as a non-fault case with the other driver’s insurer. After that, no progress and updates was received from Aviva for a month. After rounds of emails and calls to CS, I got a reply that the case could be handled by January 2024 which was before my insurance renewal. Again I got no reply by January. I called and emailed to ask for updates from Aviva.

At the same time, I wrote my first review on Trustpilot a few months ago about my pending non-fault car insurance case, Aviva Social Team replied and advised me to submit a complaint via its website which I had had done a few times but still no progress. Anyways, I still sent another formal complain via the website per the Aviva Social Team’s feedback. After that, the complain team staff, Janet McMullan, provided us a bit more information on our pending non-fault car insurance case after rounds of our follow-up emails and mentioned that the case would be closed. Then all a sudden, we found a “faulty claim” record via Aviva’s online account! Really? By saying that the claim would be a non-fault case and pend for over a year and all a sudden becomes a fault claim record without providing any explanation. After discovering this record in July 2024, I emailed Ms McMullen for details but has never received her rely anymore! Another 2 months of waiting. What an untrustworthy insurance company and unprofessional complain team member! NEVER with Aviva!

Carly H.

I hit a deer at the end of May and had just renewed my car insurance with Aviva as their renewal was the best price. I had the online-only account and was able to go online and make a claim and arrange for the pick up of the car. They immediately wrote it off and I was happy with the price they offered. There ends any great feeling I had for Aviva. I kept the log book, unsure if I was getting it repaired. It has taken nearly two weeks, at least 5 online chats, 6 phone calls and over an hour to get an answer as to what to do about my logbook. All I needed were the details. I was told numbers to call that didn’t work for me, put through to different departments who said they would resolve the issue and didn’t, and an email with no attachment, again from an advisor who said it would have the details I needed. I have wasted hours of time doing all the above, time I don’t have, and stressing as each time it was not resolved. Surely this information should be automatic when the car is written off and paid out? I was livid as I was repeatedly given advice or told a solution that was false. When I bought another car at no point did I look to insure it again with Aviva. I have logged a complaint and told someone will get in touch, but after 5 working days, I will not be holding my breath. Please be aware, as with all insurers, everything is fine until you need them and until you need some advice.