Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 6243 customer reviews

Rating breakdown

6243 reviews

  • 5 stars awarded by 4309 reviewers
  • 4 stars awarded by 1409 reviewers
  • 3 stars awarded by 173 reviewers
  • 2 stars awarded by 89 reviewers
  • 1 stars awarded by 263 reviewers

These reviews have been provided by customers who’ve made a claim or bought a motor insurance policy from us.

About ratings and reviews

We recognise that consumers are increasingly seeking feedback and reassurance from other customers when purchasing products and services online. This is why we invite our motor insurance customers to leave a review after buying a policy and making a claim. In addition to aiming to help you make better decisions about your insurance, we use these reviews to improve our products and services.

Customer reviews consist of an overall rating out of five and provide feedback on the experience of buying a policy and making a claim with us. Customers also have the option to provide a rating out of five on additional aspects of their experience. After buying a policy, customers are able rate us on value for money, ease of purchase, policy features and benefits and customer experience. After making a claim, customers are invited to rate us on ease of claim process, speed of resolution, fairness and customer experience.

We hope these reviews will help in your search for motor insurance.

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Faultless gave this product an overall rating of 3 / 5

Claim review

Unimpressed

Disappointed as no one took real interest in my accident. Difficult to speak to same person twice. Was told I had a personal accident manager. He was only there for the very first time I rang Aviva to report the accident. I was given unclear advice re how things work with DVLA process with a write off. Still awaiting Road Tax rebate. Out of pocket with incidentals eg registered post which Aviva insisted was used to send document/keys to scrappage company. Still awaiting settlement from legal company to cover for damage to laptop in accident. Appalled that despite being assured by Aviva that my claim is a No Fault Claim the National Register still shows me as a Fault Claim. Unfair as it means I can't even ask for insurance quote from anybody else to compare. Appalled that the courtesy car given to me was a manual car not automatic. I thought I was the innocent party! Overall not the help I had expected especially when I was blameless. No settlement could ever compensate me.

By:
Gender:
Female
Age:
55 to 64
Ease of claims process
2 / 5
Speed of resolution
3 / 5
Customer experience
2 / 5
Fairness
2 / 5

Hi, Thank you for taking the time to leave a review on our site and naturally I'm sorry to see you haven't received the high service we expect our customers to be delivered. I have passed your comments back to the claims team to enable them to investigate what's gone wrong and ensure this doesn't happen again. I'll ask them to get in touch with you to make sure the processes going forward are clear and that you are comfortable with how we will proceed from here. Thanks again.

Nicki, Aviva Online Team

Calvin gave this product an overall rating of 5 / 5

Buyer review

Calvin

good price, well-designed website, good customer care, very easy to nawigate the website. very nice policy of the company of sending numbers to call in case of emergency. the best price of car insurence among insurence companys in liverpool area

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Holland123 gave this product an overall rating of 5 / 5

Claim review

Good service

I had good service and the problem was dealt with promply

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
45 to 54
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

KayaKitKat gave this product an overall rating of 4 / 5

Buyer review

Great Customer Service

Ok so I have had a few problems with car insurers over the years- I started with a company who promised a lot but didn't deliver. I then went with a company I've never heard of because they were the cheapest- big mistake! Since then I've been with an ok insurer but after being with them for 2 years you think they would give me a good renewal deal... but no! So I searched around and Aviva gave me the best deal with a 'known' insurer. They didn't pester me- I received one call a couple days after searching for insurance. Then another call and agreed they could call me on a date and time I stated- and they actually did! This proved they could be reliable. The customer service agent was friendly and built a rapport by offering advice and was not pushy. I felt he was wanting to offer me the best deal at the best price. I was very impressed with the entire attitude to customer service. The only thing is I requested paper documents and these have not come in the stated 10 working days...

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
25 to 34
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
5 / 5

Hi, Thanks for taking the time to leave a review on our site. I'm pleased to see you had such a good experience with our advisor and will take the time to feed this back to my colleague. I apologise the paper documents have not been received, but have sent you an email explaining that I have posted another copy today, so these shall arrive shortly.

Nicki, Aviva Online Team

LongstandingCustomer gave this product an overall rating of 5 / 5

Claim review

excellent

What seemed a small claim turned out to be £2,500 worth. Very efficiently handled with an excellent repairer (only criticism they were overstretched). Upgraded hire car for 10 days provided without quibble.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Ease of claims process
4 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

Ahill gave this product an overall rating of 5 / 5

Claim review

Really easy to get concluded

My claim was handled quickly and with very little fuss

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
25 to 34
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

A customer gave this product an overall rating of 2 / 5

Claim review

No Body Knows

For something so simple I had to chase this upon a few occasions and nobody quite knew what was going on. Quite disappointed that I couldn't use an alternative repairer even though their quote was cheaper. I was forced to use their agent or pay an additional £200 excess. Didnt make sense to me.

I would recommend Aviva to a friend

Gender:
Male
Age:
55 to 64
Ease of claims process
3 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
3 / 5

Hi, thanks for taking the time to leave a review on our site and I'm sorry to see you had to chase us for information, as I appreciate how frustrating this can be. I have passed your comments back to our claims team and asked them to investigate what caused the delay. In terms of the non-approved excess, we choose to have a list of approved repairers as we are able to guarantee the work completed for the life of your Aviva policy, whereas other garages cannot provide this guarantee. Therefore, if you choose to use another provider, we ask for this additional excess to ensure we are able to guarantee the work. The terms and conditions are outlaid within your policy booklet, but I apologise if this was not made clear and will pass this back to the relevant departments.

Nicki, Aviva Online Team

clarwell gave this product an overall rating of 5 / 5

Claim review

Excellent service.

My claim was settled quickly without any hassle. Excellent service.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
65 or over
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

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